Hotel Indigo Dallas Downtown by IHG

Reviews

• AC

  Alberto Cerezuela

  1 day ago
  1.0
  Arriving at a hotel at 2:30 in the morning after a long flight, with multiple delays and total exhaustion, should have one simple reward: a ready room and a bed to rest. At Hotel Indigo Dallas Downtown, the reality was quite the opposite. Our stay had been booked and fully paid for months in advance. However, upon arrival, the receptionist —whose name started with M— informed us that, due to a supposed “technical update,” they could not give us our room. Whether this explanation is true or not, what is completely unacceptable is that we were not warned in advance, especially when the hotel advertises a 24-hour check-in service. What followed made the situation even worse: we were left waiting for nearly 40 minutes at 3:00 a.m., in a city we do not know, completely exhausted after our journey. It is incomprehensible that, with a confirmed reservation made months ago, the hotel did not have a room ready for guests whose late arrival was entirely foreseeable. The lack of professionalism did not end there. When I asked to file a complaint, the receptionist refused to provide contact details for a manager or supervisor, which only increased the feeling of helplessness and poor customer service. To make matters worse, the situation continued the next day: we left the room at 9:00 a.m., and when we returned at 11:00 p.m., we found that the room had not even been cleaned. A basic service —the absolute minimum expected from any hotel— was simply not provided, especially after such a disappointing experience. In short, poor management, lack of foresight, inadequate customer care, and a complete absence of solutions. An experience far below what one would expect from a hotel of this category, and certainly not one I would recommend. Llegar a un hotel a las 2:30 de la madrugada después de un vuelo largo, con retrasos y agotamiento acumulado, debería tener una única recompensa: una cama lista y una habitación preparada. En el Hotel Indigo Dallas Downtown, la realidad fue justo la contraria. Nuestra estancia estaba reservada y pagada desde hacía meses. Sin embargo, al llegar, el recepcionista —cuyo nombre comenzaba por M— nos informó de que, debido a una supuesta “actualización técnica”, no podían darnos la habitación. Más allá de que esta explicación sea cierta o no, lo realmente inaceptable es que nadie nos advirtiera previamente, especialmente cuando el hotel anuncia un servicio de check-in 24 horas. Lo que siguió fue aún peor: nos hicieron esperar cerca de 40 minutos a las 3 de la madrugada, en una ciudad que no conocemos, completamente agotados tras el viaje. Resulta incomprensible que, teniendo la reserva confirmada desde hace tanto tiempo, el hotel no tuviera una habitación lista para unos clientes cuya llegada —aunque tardía— era totalmente previsible. La falta de profesionalidad no terminó ahí. Al solicitar poner una reclamación, el recepcionista se negó a facilitarnos el contacto de un responsable o superior, lo cual agrava aún más la sensación de desamparo y mala gestión. Por si fuera poco, la situación se remató al día siguiente: salimos de la habitación a las 9 de la mañana y, al regresar a las 11 de la noche, comprobamos que ni siquiera había sido limpiada. Un detalle básico, mínimo, que cualquier hotel debería garantizar, especialmente después de una experiencia tan deficiente como la anterior. En resumen, una gestión deficiente, falta de previsión, escasa atención al cliente y ausencia total de soluciones. Una experiencia que dista mucho de lo que se espera de un hotel de esta categoría y que, desde luego, no recomendaría.
• MS

  Mian Shafiq

  Feb 28, 2026
  5.0
  I just stayed at Hotel Indigo Dallas Downtown and I’ve gotta say, this place really surprised me in the best way. I pulled up in an oversized vehicle and was honestly expecting it to be a whole thing, but the valet team made it completely stress-free. William, Harry, Trung, and Donaldson were awesome — super accommodating and just genuinely cool about everything. No awkwardness, no hassle. They handled it like it was no big deal and made me feel taken care of right away. When I walked in, Miss Dora greeted me and she was incredible. She really went out of her way to make sure everything was good and that I felt comfortable. It didn’t feel forced or scripted — it felt real. That kind of energy makes such a difference. Breakfast the next morning was just as great thanks to Miss Laticia. She’s warm, welcoming, and exactly the kind of person you want to see first thing in the morning. She really sets the tone for a good day. My last stay in Dallas was at The Adolphus, which is beautiful and more upscale, but this stay felt way more home-like and personal. It just felt comfortable — like people actually cared that I was there. Overall, easy 10 stars. I’d stay here again without even thinking about
• KA

  Kerrianne Abbott

  Feb 28, 2026
  5.0
  Excellent stay at this hotel. Great location. Easy to get everywhere. Hotel being refurbished but hardly noticed. We were superbly looked after by Princeton and Donaldson. Thank you for having us. Epic hotel and phenomenal staff!
• JP

  John Pumpa

  Feb 19, 2026
  2.0
  Terrible service. Stayed here for six nights and three of those nights housekeeping did not bother to make up the room. I’m an IHG platinum elite ambassador and love IHG properties. This was by far the most disappointing. Avoid.
• TB

  THEM FISHING BOYZ

  Feb 14, 2026
  5.0
  Beautiful hotel with seamless check in process. Way undervalued!!! I can only imagine the results after the construction. My man Devin at the front desk makes this hotel even better… GIVE THAT MAN A RAISE

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