Kucu - Hotel Indigo Silverthorne

I want to express my endless appreciation to this hotel. Yesterday, my family and I went skiing in Keystone, but due to the closure of I-70, we were stranded in a severe snowstorm with nowhere to go and no available rooms anywhere. At first, this hotel kindly allowed us to stay in the lobby overnight so that we wouldn’t be left out in the cold. Later, they even managed to find a room for my family and me, saving us from spending the night out in the mountains. The front desk staff were incredibly kind. I forgot to ask their names, but there was a very beautiful young girl and a handsome young boy—thank you both so much! They were truly amazing, and they even borrowed me a phone charger. The hotel room was very clean and had a modern design. I never expected to find such a great place in the mountains. Next time I go skiing, I will definitely consider staying here again. Oh, and their parking garage is indoors, which is a huge advantage in snowy mountain areas. I absolutely love this hotel!

My husband and I stayed here for two nights midweek to ski at Keystone. We were very pleased with the room, location, free parking in the covered garage where we could charge our hybrid rental, lots of restaurants nearby including one in the hotel which was delicious for breakfast. Any concern or question we had was met with a smile and a quick fix. We asked for a humidifier and it was delivered promptly to the room. The ski shop in the hotel lobby stored our skis for free being a guest at the hotel. The only thing I would recommend to improve our stay would be a hot tub to ease the sore muscles after skiing, other than that our stay was perfect.

We spent 2 nights at hotel indigo and greatly enjoyed our stay! Bed was very comfortable, staff was very friendly and attentive. We drove our Tesla and they had EV charging through ChargePoint as well but we didn’t end up using it. Quite slow, but there are 2 Tesla superchargers very close by. We were able to walk to the outlet mall as well and enjoy some shopping. Would love to come back again! Silverthorne overall was a great, quiet location and this hotel was excellent!

Great hotel. Near Dillon Lake, lots of great trails with a amazing views. Staff was very friendly and accommodating. The patio is beautiful. Lots of parking in a parking the garage behind the hotel. Breakfast was not included.

This is my new favorite hotel that I've stayed at in quite some time. I've always been a fan of Hotel Indigo's and this one is really nice. I liked the covered parking garage that was included and the room was big and nice. Staff at check in were very nice and it was fast. Bed was very comfortable. Will definitely stay here again when in Silverthorne.

This was my first time saying at a hotel in Colorado I was here visiting on vacation and my experience was great. Cinthia was really nice and welcoming and she recommended me a few places to eat at and some fun activities.

I like this place. The area in silverthone is nice too. Even though it doesn't look like much compared to being on main street in Breckenridge or Frisco, there are a few good restaurants and the river in walking distance. It's out of the crowds and just what I need. Good vibe.

I attended a conference in Keystone but stayed here. Less than 15 minute commute. My room was very impressive and well appointed. Good bed, very clean and easy access. It had everything. I was able to work in my room part of a day and relax at night. Restaurant was really amazing and fun. We had a large group for heavy appetizers and good drinks! Even with large group we could hear each other talk. Food was fresh and tasty! Parking was easy! Easy check in and check out. Santiago texted me throughout stay to make certain everything was okay. Very accommodating! Will return again for pleasure!

It met all my requirements, I have nothing negative to say about this hotel. The bed was very comfortable, it has free parking. It is a perfect location if you want to visit Vail and Breckenridge as well as Frisco. It is also in walking distance to a few restaurants.

Had a great stay. Room was clean and staff very helpful. The kids loved the smores between 5-7. We traveled to Vail, Georgetown and Breckenridge while staying at Silverthorne and found it was centrally located with short drives to each location.

We stayed here for one night at the end of December while the kids did ski school at Loveland Ski mountain. Very modern, nicely decorated, and the beds are luxuriously comfortable! The room lighting could be a little brighter; it seems like they’re trying to maintain a certain vibe, but please, some of us can’t see well in the dark! The bathroom was spotlessly clean; we got the one with the bathtub, perfect to bathe the young kiddos in. The pool heating, unfortunately, was not working so we missed out on a swimming experience. They had free smores which my really enjoyed, roasting marshmallows outside in the front. The restaurant in the lobby was fully booked the night we stayed and they couldn’t accommodate walk-ins, so we walked down a few steps to the big food hall nearby (was not impressed by the food over there). This hotel does *not* offer free breakfast, and while our booking was free using credit card points, I would have booked a different hotel if I knew about this. Overall we had a lovely stay; if I had to pay for it, I’d book somewhere else with free breakfast.

We paid an additional $30 per person for breakfast. It was at a restaurant attached to the hotel. We were told it was a buffet. It was not. We could only pick from a few items off the menu. Which I understand would be just fine. The kicker was, they only cost $15 per entree, and I could have anything off the menu. With the hotel voucher if you wanted anything that wasn't a choice you had to pay full price for that entree. Not a good option! We are going to talk with the hotel manager! Otherwise a great place to stay very clean and comfortable. You can walk to several great restaurants and some fun bars.

Loved the hotel! I agree, they need some extra cleaning. Saw some dirty spots in lobby and rooms and informed front staff. They didn’t seem to have any urgency to cleanup the issues. Otherwise an awesome interior, love the s’mores for kids by the fireplace and the complimentary hot chocolate and tea bar.

The rooms are tremendously large, very clean.And although a little sterile, and the rooms facing the Hwy 6 are noisy...we enjoyed our stay

Nice hotel. Requested handicap room with walk in shower. Did not get walk in shower. Had manager bring a rubber mat. Lighting in room was very dark. BF food was very good

Really 3.5 stars. I came for sleep. Sleep I did not get. Pros Rooms were clean, nice, and comfortable. Staff was friendly. Cons • The doors, though heavy don’t block much sound. • The cleaning staff starts at 5AM and sticks something on the doors so they don’t latch while they go in and out. So starting at 5AM you hear doors slamming against the door stopper. • Bathrooms have no ventilation. You enjoy everything that comes with that. The whole room turns into a steam room after showering

My husband and I got married over at the Silverthorne Pavilion which is across the street. We ended up getting the 3-bedroom suite for the weekend so we could have a getting ready area. We worked with Peter for our room blocks & for the 3-bedroom suite as we wanted to make sure it would make sense for us. Peter was extremely accommodating and helpful. The location of Hotel Indigo is great. Across the street is Red Buffalo Coffee & Tea and that was one of our highlights for the weekend. Every morning, walking over there, and spending time together. The only minor complaint wasn’t to the staff or this location. However, the hotel franchise when calling makes it difficult to get a hold of someone at the front desk at the Silverthorne location. It was always just a representative for the Indigo franchise. Other than that, lovely stay. Our guests loved it as well.

Really nice hotel. Restaurant attached is very good too. The main reason for 3 stars is the hotel is really dirty. It looks very nice and modern but every where you look is super dirty. They obviously need more help keeping this property in good condition. Love the location and the looks of this hotel. Get some people who know how to clean and this place would be really great.

This is the 3rd time we have stayed at this location in the past 4 years. We had always had great and friendly service. The hotel is in a great location close to Breckenridge. The last previous visit was in August of 2023. I am not sure what has happened but I did find out that the hotel was listed for sale in September of 2023.Evidently it did sell because the customer service and attitude of the employees and management is horrible. We had a 4 night stay and 2 of the first three days housekeeping failed to show. The excuse the management gave me was that we had left the “Do Not Disturb” sign on the outside of the door. We ALWAYS make sure the sign is not on the outside of the door before we leave. Also we NEVER put the sign out during the night. Besides, if we had left the sign on the outside of the door when we left it only makes sense that the sign would have been on the outside when we returned, not on the inside as it was BOTH times. The management said that we were not telling the truth and that their housekeeping employees were telling the truth. Katherine also added that “You will remain respectful to our team”…..so she respects her team member not telling the truth and refuses to listen to any of the true facts. She has to accept that she should respect her customers, without her customers she has NOTHING!!!! I have been an upper tier member of IHG for over 20 years and I have never been treated in this manner previously……..I called the Diamond Hot Line and reported this situation. We will see what the outcome is…. NOTICE—-NOTICE——NOTICE—— The “owner” left a response to my review. This is totally incorrect. There is no way I was disrespectful with anyone that works at this hotel. There is no way that they have pictures of the “do not disturb” sign on the outside of our door, unless they took them after we checked out. Matter of fact this is the first time she has even mentioned pictures. I would have asked to see them if she had mentioned it before we left. If anyone is disrespected during this stay it was me along with my wife. This is the worst case of customer disrespect I have ever heard of. I will be glad to discuss this with anyone. NOTICE—-NOTICE——NOTICE——NOTICE I along with IHG Customer Service have requested 4 times in the past week for the manager to send us these photos that she claims to have. She is not responding to either of us with this request. This shows a complete lack of respect and cooperation on her part. I am really disappointed with this hotel. I do not recommend staying at this location.

We recently stayed at this hotel and found both positives and drawbacks during our visit. The location is excellent—close to shops, restaurants, and local attractions—and the front desk staff was friendly and welcoming. We also appreciated the comfy beds and the convenience of on-site parking for vehicles under 8 feet. The hotel’s restaurant was a highlight, offering a nice atmosphere and good food. However, the room left much to be desired in terms of functionality. Storage was extremely limited—there were no drawers, and the nightstands had fake drawer fronts or just wouldn't open. The closet was a small armoire that prioritized appearance over usefulness. The shower leaked onto the bathroom floor, the curtain pull rod was broken and not properly attached, and we did not receive any housekeeping service during our entire four-night stay. While we were told we received a room upgrade, it appeared the only difference was the addition of two robes. Overall, while the hotel has charm and a great location, the lack of basic amenities and upkeep made for a disappointing stay.

Nice facility. Great desk staff. The rooms need help. Dirty bathroom. No shear for the window. No stir sticks for the coffee. There are lots of choices in Silverthorn. I'll choose somewhere else next time.

My daughter reserved three rooms, two for one night and one (mine) for two nights. When we got there my daughter had yet to arrive. The hotel could not find my reservation. They had the other two rooms in the system but not mine. Luckily they had an extra suite that had a king and a pull out couch which we needed for our granddaughter. When evening of the first night came, we pulled out the couch and it wasn't made up. I thought no big deal I would go get a set of sheets (there was a pillow and blanket in the armoir). The desk clerk went to get sheets for us but came back with only another pillow and blanket. No clean sheets in the entire hotel. What! A hotel with no spare sheets? So unacceptable. We made do with a sheet off the king, folded in half. Then a day after getting home a mysterious $90 charge appears on my Amex card. All three of our rooms were supposed to be charged to my daughter so this was a surprise. Contacted them by phone and they had to figure it out and get back to me. Next day I got an email saying it was lodging tax. I replied to the email asking why that wasn't on the original room charge, paid by my daughter. Have yet to hear back on that. It's been four days now. Must be a mystery to the hotel too. I am not sure if it's staff or management but whatever. I will stay somewhere else next time. You should too.

I would have given this hotel a higher rating but we were charged a guest property fee with no forewarning. No where on the website or booking site was it mentioned, and the front desk did not notify us either. It was charged to our credit card after we left. This is a bad business practice. I wonder how many people get charged the fee ‘after the fact.’

As others have mentioned, service is abysmal and the hotel will charge you taxes after your stay despite having made a booking that clearly states the price was “inclusive of all taxes” AND the front desk confirming during check in that the card being put on file was “only for incidentals.” The front desk staff act put out any time you engage with them — and let’s be clear: YOU must engage THEM as they will avoid eye contact even when you are standing directly across the desk from them. The on-site restaurant had one FOH employee during breakfast at 8AM on a Sunday. Rooms were nice enough but not nearly enough to offset the other negative experiences and not at all worth the price paid.

This hotel overcharged us from our booking amount (which said inclusive of all taxes & fees). They claim there were more taxes but won’t provide an invoice. I’ve called & emailed so many times and they avoid me. Also, the pool was not working which was the reason we chose this hotel; I wouldn’t have otherwise. Very unfortunate this hotel is not better managed. I do not recommend staying here - very disappointing to the IHG & Hotel Indigo brands.

While the hotel itself may be suitable, the customer service is one of the worst I have experienced. We made two reservations for a total of 3 nights - one night through Priceline ($193.96) and 2 nights direct with the hotel ($445.24). We would have booked for all three nights but we when we realized we needed the extra night, the only availability was through Priceline. I called the hotel to see if we could have the same room for all three nights and they said yes, and made a note in the reservation. Upon check in, they asked if we wanted to combine the reservations, which we said yes. There was no discussion about an increase in the rate or additional charges. After the trip was completed, I received an email to review my bill. Oddly, there was no way to view the bill and I had to call the hotel (and sit on hold forever) to get a copy, which is where I learned we were charged $927.49 for 3 nights, plus the charge through Priceline. I tried several times to talk to the hotel - I was told a manager would call me back; that did not happen. When I called back, and was put on hold with the messaging of "100% customer satisfaction", for almost 30 minutes and I finally spoke with someone claiming to be a manager who said that that their records were accurate, everything was explained at check in, and they had discussed this with the General Manager, and no, I could not speak to the General Manager. I literally lost my cool when I felt like I was talking to a robot who could only repeat the same message over and over. I have emailed the General Manager twice and received no response. I am a believer that all things can be resolved but this experience truly put me to the test. This is blatant highway robbery and I will never stay or recommend this hotel to anyone. Based on other review, the lack of customer service is standard policy for them and I'm sure I'll get the standard "thank you for your feedback" email, which is worthless, however I wouldn't expect anything more from them.

***Review for Weddings/Events*** This review is not necessarily for my experience staying as a guest, that will be closer to 3-4 stars (I will elaborate why) but is a review on my experience with having Hotel Indigo in Silverthorne as the wedding block location for my wedding at the Silverthorne Pavilion which is across the street. The two stars are primarily due to the very poor communication and customer service that we have encountered. It was surprising, considering I assume they host blocks and events fairly often, with the pavilion being across the street. To summarize: -Set up our wedding block under my last name and not my husbands, not really an issue for us but some couples might be more upset with it. It was just strange considering it's hospitality and a weird miss for a location that likely hosts many wedding blocks. -My guests were booking the rooms under our code and rate; I wanted to know where we were at capacity wise and the Sales & Marketing director stated he did not see any rooms booked and proceeded to then state either myself or my guests were doing it 'wrong'. It's really not a very complex process so I was confused why it wasn't showing up in their system. Once I talked to the Assistant General Manager about it she confirmed it's because he never submitted the wedding block request and it was in the system as 'pending'. I never did receive any sort of acknowledgement or apology for blaming myself and/or my guests for the blocks not showing up on their end. -Getting a hold of the front desk can be nearly impossible at times. Both myself and a few of my family members would have to try multiple times, if not over a span of more than a day, to get a hold of someone with a question. I have also seen this reflected in other reviews and comments in Colorado Travel groups. I have no idea what is going on but not being able to reach the front desk for a few days is a concern. -If we did get a hold of someone, it would sometimes take weeks for them to get back to us to answer a simple question. -I emailed the AGM, Kathrine Goodman, a few months before our wedding to share our concerns and negative experience with poor communication. I sent that in July 2025, it is now October and never received any reply from her -I want to highlight that we were bringing in ~60-80 guests right after Labor Day from Wednesday-Saturday, during a historically slow period in the industry AND we booked our welcome party on the onsite restaurant. So essentially, we brought in a decent amount of revenue to the hotel (or I assume so) so the lack of attention to our experience during planning was surprising and I do not believe the guest experience/customer service is a priority. Our actual stay: -Overall, I will say our stay was positive. We rented the two bedroom condo suite for 4 nights and it was clean, modern, and spacious. Our guests also enjoyed their stay and the location was perfect. Kucu Tequila Bistro, the onsite restaurant and the outdoor firepits were a great value add to the experience. -However, we never did receive housekeeping when we requested it and they did not pick up our trash until we were checking out which sat out in the hall all day. -The morning of our wedding I was using our suite to get ready with friends and family. ALL of our key cards kept deactivating where people could not get into the room and this happened multiple times. It caused a bit of overwhelm as I needed people to be able to get in and out while I was getting ready AND we had our dog there who was going to be crated during the reception and I wanted peace of mind that people could get to her easily to take her out and feed her. -When I checked out the suite I left items in the drawers of the bathroom. I called within two hours of check out to see if housekeeping found them and for 2 days was in limbo that they did not which told me they did not do a standard turnaround of checking drawers from a longer stay. The items finally surfaced a few days later I mentioned that observation.

Before checking out, I did a final sweep of the room to make sure none of my belongings were left behind. When I lifted the bed sheets under the comforter, I was shocked to find a large amount of blood on the sheets. The blood had visible contents and was clearly not washed. This strongly suggests the bed sheets were never changed between guests — absolutely disgusting and completely unacceptable. I waited 20 minutes for a manager to inspect the issue, but no one ever showed up. I also emailed the manager, and it’s been four days with no response. Terrible hygiene, terrible service. Avoid this place at all costs!

TERRIBLE SERVICE! Waited 45 minutes to check in just to get the wrong room and was charged a way higher price. The manager never answered my email, I left my name and # everyday and never got a call back.

The worst customer service… Katherine Goodman, the general manager is always hiding, she don’t know how to run a business… If you want a good customer service don’t even try this hotel, is a complete waste of money (plus keep an eye on the reservation, they like to tell you that is more after you make the reservation). At the end one of the employees started being rude and started telling me “Dude it is like this and that’s it, I’m not wasting my time with you”…

IHG Diamond/Platinum beware - no breakfast. They advertised this room as a 2 bedroom suite, but it’s not, it’s a 1 bedroom suite with another bed in the main/living room. In fairness it’s a very nice room, but to make matters worse, they don’t provide IHG benefits, including Diamond breakfast. That is worth about $50/night, so I asked for the equivalent points instead (IHG points are worth about $0.005 each so 10k/night), and was pretty rudely told no, despite spending over $500/night to stay here when it isn’t even peak season yet. Not even an attempt to offer something else of similar value instead, just straight hostility. Disappointing from a hotel I’ve stayed at multiple times and used to really love. It’s really a bare bones hotel - you get the room and nothing more. I expect better for a $500/night full service IHG property.

Staff was horrible. We stayed 2 nights and our room was never serviced the 2nd day. No clean towels, No trash emptied. No fresh coffee cups or resupplied coffee. I even ask our room to be refreshed 2 times during the day. Called the front desk at 8:30 that night after returning from a wedding and complained and nothing was resolved. TOO High Priced for the horrible service.

If you’re an IHG diamond member don’t go here. The hotel does not give you breakfast despite having a restaurant on site. They tell you it’s a third party but that’s all BS. There are so many IHG hotels with third party restaurants that give you breakfast. This is a blatant attempt at cost saving by this hotel and they should be ashamed. Avoid.

I had a very disappointing experience with Hotel Indigo. I’ve been trying to resolve an issue with my reservation since November 19, and despite multiple attempts to communicate, I received no response at all from the property. Because of the hotel’s lack of communication, I was unable to cancel my reservation smoothly, which caused unnecessary stress and wasted time. Even Booking.com confirmed they were waiting for the hotel’s response, but the hotel never replied. This situation was completely outside of my control, and yet I was left without assistance or accountability from the hotel. For a property that claims to provide a quality guest experience, the lack of professionalism and basic customer service was unacceptable. I would not recommend Hotel Indigo if you expect timely communication or support when issues arise.

My family and I reserved a room for July 2025 for our vacation. Close to our departure to Silverthorne our son became very ill and and required surgery. We could not leave, OBVIOUSLY! I called the hotel and the GM at the time understood and said she would cancel the reservation. Oct 27, 2025 out credit card was charged by Hotel Indigo. I have called and emailed. The new GM KATHERINE, did not respond at first or take any of my calls. I called IHG which forced her to respond with in 24 hours. GM KATHERINE emailed me requesting information I had already sent her in my email to her. After that GM KATHERINE has not taken my calls nor returned them. I’m still short $200. We experienced major emergency. We had to help our son with bill since his recovery was long after surgery. The $200 Hotel Indigo Silverthorne charged us and refused to return has really impacted our finances. GM KATHERINE. PLEASE CALL ME!!!!!!! You have my number. Our faking fell on hard times and you refuse to do the right thing. ************* A L E R T. ********************** I posted yesterday in a review that GM KATHERINE had not responded. Basically since I emailed her on November 5, 2025. I’ve called her multiple times in between and now that I FINALLY put it in a review for others to see she finally responded. After weeks of calling and emails explaining that the previous GM before the hotel was sold had CALLED me and took mercy on our family since my son had to have emergency surgery and we were a chaotic mess and overwhelmed with worry!! Thank you GM INDIRA KEIHBORTH for your kindness. SADLY, ASSISTANT GM KATHERINE GOODMAN said it in ann email it was not enough that you gave me a verbal cancellation. I believed without a doubt that my reservation was canceled and not just postponed. Had I thought it was just postponed I would have kept up with it and scheduled it for a trip since we go to Silverthorne to see my family that lives there quite often. That’s cruel, ASSISTANT GM KATHERINE GOODMAN. You never called me. You had everyone that answered the front desk phone tell me you were in a meeting. Every single day…every single time. Or once did you return the call. SHAME ON YOU ASSISTANT GM KATHERINE GOODMAN. ############################### *********RESPONSE TO HOTEL INDIGO’s RESPONSE ON GOOGLE ATTEMPTING TO MAKE IT SEEM THAT I WAS HARRASSING. Yes, I KEPT CALLING BECAUSE MS. GOODMAN NEVER CALLED ME BACK AT ALL. I’ve never spoken with her. Ever!!!! Ms Goodman is citing the fact that I kept calling. *********** ############################## ASSISTANT GM KATHERINE GOODMAN finally responded. Ms. Goodman you never answered or retuned my calls. The only reason you retuned one email was because I called the main office and the representative explained you had 48 hours to respond. But even then you didn’t offer any conversation. Simply dismissed me. Ms Goodman I have never used any profanities or name calling or anything inappropriate. I told each person that answered the phone after the THIRD TIME AND MANY CALLS AFTER I CALLED WITH NO RESPONSE that I was frustrated and preferred to wait until you were available. THAT NEVER HAPPENED. Ms Goodman you could have handled this with some kindness, but you chose to ignore me and hoped I’d go away. I guess you won! You earned an extra $200 for your company. Our family suffered a terrible event and finally recovered and that was an error made and you would NOT hear me out. I’m done.

I’ve stayed at many IHG properties over the years and have always had positive experiences—until now. My recent stay at Hotel Indigo in Silverthorne, CO was unfortunately marked by poor customer service that turned an otherwise great visit into a frustrating ordeal. We accidentally left a jacket behind and have made numerous attempts to retrieve it. Despite offering to pay for its return, we’ve received no assistance. We’ve called the front desk, the property manager, and even IHG customer service multiple times, all without success. Their AI assistant is poorly programmed and won’t escalate complaints to a human representative. It’s incredibly disappointing to see such a lack of responsiveness and care, especially from a brand we’ve trusted for years. Based on this experience, I would not recommend staying at this hotel—or any other IHG property—until they address these serious service gaps.

We are currently staying at Hotel Indigo in Silverthorne in a two-bedroom suite. We checked in on July 1 and were informed at check-in that our key cards would not work, so any time we want to access our room, we have to wait for a front desk staff member to escort us. When we asked about breakfast, we were told there was an issue and that breakfast would not be available at all. Once we got to our room, we discovered that the mechanical blackout blinds in the living room are stuck down, completely blocking the mountain view we paid extra for, while the blinds in the bedroom are stuck up and will not close. Additionally, the air conditioning is locked. We were told by the front desk that engineering would handle it, but instead, we were informed that if we want to adjust the temperature, we have to call the front desk every single time. I requested a call from the manager, but it has now been 48 hours and we have yet to hear anything. When it’s 70 degrees outside, the room is unbearably hot, and when it drops to the 40s at night, it’s freezing inside. As Diamond Hilton members, we had originally booked the Hampton Inn but switched to Hotel Indigo when this suite became available, thinking it would be a special stay for our family to enjoy time together. Unfortunately, this has turned out to be the biggest mistake we could have made. The lack of concern and care from both Hotel Indigo and IHG is truly disappointing.

Update: -- The property in their response wrote: "These charges are disclosed during the booking process and on the confirmation email". This statement is incorrect and deceitful. My confirmation email explicitly states: "Your reservation is paid with Booking.com. No further payment is required before the stay". This was confirmed by Booking.com Customer Service as they said all the applicable taxes were paid through Booking.com. Also, the very fact that I was unable to get full invoice from the hotel disclosing all the payments received from me, either directly or through Booking.com, shows extreme lack of transparency and puts doubts on the hotel claims. -- After traveling all around the world and being Platinum Elite IHG customer this was probably one of the worst hotel experience I had in my life. - The property charged my card with unexplained “local taxes” even though all taxes had already been paid through Booking.com and no further charges were due. Later, they failed to provide me with a proper invoice that would break down all the funds they received from me (Booking.com + these dubious “local taxes”). The staff couldn’t explain the charges. As I was constantly “greeted” with the response, “you shouldn’t have booked with a third party,” I felt the extra charge and the staff’s inability to help with anything may have been intentional in order to give the site I preferred for this booking due to strict limit on spending by my employer a bad reputation. - I have escalated these issues through Booking.com and IHG. - On top of all that pool access was the reason I booked this hotel in the first place, but the pool was not heated and therefore unusable. I don’t think customer service is in the vocabulary of this establishment.

The hotel itself was clean, and we were initially booked in a room with two beds and told we were upgraded. However, the couch that was supposed to pull out did not, which immediately created an issue. Ernesto was extremely professional and did his best to help, but he was clearly set up for failure by a system that allows overbooking and does not properly recognize the needs of elite status members, or guests in general, especially during a holiday weekend. Our room was not cleaned a single time during our stay. We had to repeatedly request fresh towels, which became inconvenient and frustrating. The pool was extremely cold and essentially unusable; no one was using it during our stay. Given the high price of this hotel, the experience did not match the cost. The property appeared to be operating with bare-minimum staffing, which negatively impacted service overall. We typically choose IHG when traveling, but this was one of the worst IHG experiences I’ve had.

Budget beware!! Hidden costs and fees, “accidentally” withheld deposits, double charges for the room, and TERRIBLE customer service. The manager, Kathrine Goodman, is unreachable and unresponsive to calls and emails. Meanwhile, you’re out thousands of dollars with no way to resolve the issue. This hotel is fine, but the management is entirely unhelpful, while holding your money hostage. DO NOT stay here unless you have money to burn.