Hotel Indigo Gainesville-Celebration Pointe by IHG

Reviews

• LX

  Lonnie X

  3 days ago
  1.0
  My experience raised serious concerns about professionalism and billing transparency. I called ahead after leaving the hospital where my daughter had surgery and was told a room would be available at 2 PM. When I arrived , Destiny — who was the front desk clerk at the time — did not acknowledge me for several minutes and then informed me that no rooms would be available until 3–3:30 PM (with check-in at 3 PM). Receiving conflicting information during an already stressful time reflected a lack of communication and customer care. On Friday night, Destiny was working as the bartender, which is where my billing concerns arose. I was charged $40 for two drinks, with no itemized breakdown provided. The night prior, I received a detailed receipt listing each item and its price. This time, only a total was entered. When I asked for a drink menu to verify pricing, I was told it was unavailable because it was being updated — leaving no way to confirm costs at the time of purchase. After posting a review on the corporate website, management responded promptly stating the charges were entered correctly. However, when I followed up requesting an itemized receipt or specific pricing for transparency, I received no further response. A prompt initial reply is appreciated, but accountability and follow-through matter more. When pricing cannot be verified at the time of purchase and documentation is not provided upon request, it understandably raises concerns. I strongly encourage future guests to carefully review their receipts and verify all charges during their stay.
• IS

  Ibrahim Shawi

  6 days ago
  1.0
  Warning: Your Prepaid Reservation Is Not Guaranteed Here, find somewhere that respects your time and money. If you are traveling with family and expect your room to actually be there when you arrive, book somewhere else. This property operates with the standards of a poorly managed 2-star motel, largely due to the severe lack of managerial oversight by Karina Hamilton. Despite having a prepaid reservation and an explicitly confirmed late arrival, my family was involuntarily "walked" at 1:00 AM. When a hotel oversells, standard industry "service recovery" dictates they must secure and pay for alternative accommodations. Instead, there was zero service recovery. My children and I were left out on the cold street for five hours. The Manager on Duty (MOD) escalation process is completely broken. The unsupported new front desk agent repeatedly called his superiors for help during this crisis, but his calls were entirely ignored. The following day, Karina Hamilton showed a shocking lack of basic guest relations skills. Instead of reimbursing my out-of-pocket expenses for their failure (which cost me an extra $150 elsewhere), she proudly stated we weren't charged a no-show fee "because they were able to rent the room." This is a blatant admission of unethical revenue management. Management deliberately breached a guaranteed hold to double-dip and inflate their Average Daily Rate (ADR), prioritizing a walk-in premium over honoring a prepaid family. Avoid this property at all costs.
• DL

  Derek LaFlamme

  Feb 9, 2026
  2.0
  For a higher end IHG hotel, this is pretty terrible. The bed doesn't have a fitted sheet and the pillowcases seem to use scented soap, the fridge is the same freezerless model used at the most run-down Holiday Inns, there's no microwave in the room, the light on the smoke detector lights up the whole room every 10 seconds, and the bathroom layout is terrible - the shower head only reaches about 1/3 of the way across the shower, forcing you to use the clostrophobic end with all the soaps, handles, and faucets. The soap and shampoo smell like industrial rubber cement glue. The toilet paper roll is so close to the toilet that it works as a knee rest and there's a wall between you and the counter top so you can't lay down your phone/reading material easily. The towel hooks could be far closer to the shower opening. There's no air vent. The sliding bathroom door provides no privacy if you were to be sharing the room with someone you aren't completely comfortable with. There's room for it all to work, but whoever designed the bathroom just decided to make it as not ergonomic as possible. Edit: I appreciate the detailed response to my review and have bumped up my "service" rating because of it. Thank you.
• MG

  Mike Gillis

  Feb 6, 2026
  2.0
  The bed was fine, the shower was fine, just don't expect anything else except minimal effort. Rooms need maintenance. Breakfast needs food. People stay here because of the price and location, I guess, but look at other options.
• DP

  D. Wayne Phillips

  Jan 31, 2026
  3.0
  Poor customer service. We booked this hotel with points. While checking into the hotel, after I used my CC for incidental charges it showed the full price of the hotel charged to CC ($239 for standard room). I asked why my points were not used. He stated that they would fix it in their system. After I checked out, the charge was still on my CC. I spoke to the manager. He stated that the person who checked me in deleted the special code they receive to charge our room in points. He did not apologize or offer any help with this situation. He said we would need to contact our CC company to have it resolved. This was our first time staying at this hotel. We stay in Gainesville once a month and we will be coming to Gainesville every month for the indefinite future for appointments. I can surely say that we will never stay at this hotel again. I have stayed all over the world using CC points and have never encountered a problem. It is pretty straight-forward. This person apparently does not who how to solve problems and has lost this customer. I would highly recommend against staying at this hotel using points.

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