Hotel Indigo Williamsburg - Brooklyn, an IHG Hotel

Got a hotel here for a week and a half. Rooms had a really cool design, and the staff was very accommodating. Very well worth the money.

My flight to JFK was canceled by Alaska 48 hours prior to departure [Max9 grounding by the FAA]. I had to reschedule my trip for two weeks later and I asked Hotel Indigo to change my booking but this hotel would not accommodate me at all. They cited an agreement with Agoda but Agoda said it was up to the hotel. You can imagine the fun ping-ponging between two companies who have no real desire to provide "customer service". Yes, technically it was a non-refundable booking but a] my need to change was forced by actions of a government agency and b] I was not asking for a re-fund, just a reschedule. I don't think a lot of people will have my exact circumstances perhaps but I thought I would share this for a broader awareness of the unfriendliness and unhelpful attitude of this hotel.

Nice rooms but being charged a high price for amenities in an already expensive room i had no plan on using is a bit too much

Shared with hotel that we had a family emergency and wouldn’t make our reservation. The hotel said we could reschedule to a new date as long as there was availability. They put us on hold to check the new date availability and (with an attitude) came back and stated they never said we could reschedule, and they couldn’t help us. Lost a customer - we will rebook somewhere else. Thanks for the 20 minute runaround!

I have never written a negative review before but felt compelled to write one now in order to get the attention of the ownership and give them the message… take better care of your customers please. This location makes the hotel perfect for my needs but the lack of concern for the customer is more than evident.
The website pictures basically represent false advertising as well. No patio area set up and no patio/roof top bar. Pool closed. Ok it’s winter that can be excused. But no dedicated restaurant just a lobby small menu. The lobby bar converts to a pastry bar and no free coffee for $300 plus per night… ouch! More expense control.
I expected a lounge type setting to relax as the pictures showed with good selection of spirits etc.instead I got a lobby pastry only breakfast bar converted to a makeshift lounge and minimal spirit selection. Cost cutting.
No bottled water in lobby and grocery store is 100 yards away. So what your delivery did not come… go get some and take care of your customers! Don’t blame delivery… no excuses please. Expense control. They won’t pay retail for emergency water supply.
Bath towels were horrifically rough and scratchy. Ask your customers! Don’t be so cheap… buy comfortable towels for peats sake.
No Mat in shower tub almost slipped 3 times. Had to get one from front desk. Should not have to do that. Bath room floor had super slippery when wet marble… needs more bath mats for floor in addition to shower. Your insurance company should be aware… it’s a big risk.
Bar attendant was not helpful and had attitude when asked questions.
Main Hotel restaurant was closed however not evident in pictures. Could get lobby small menu but why reward them with that when they do so little for the customer. Using the hotel dining is a guests way of showing appreciation if there are good restaurants nearby… to support the hotel and ownership but not using it is a way to send a message as well. Also as a customer I want to see restaurant use to ensure food freshness. Very few people using their makeshift food service and therefore Didn’t trust them to keep fresh food beyond expiration dates. Too focused on their cost controls and not enough on the customer experience.
There is street construction taking place and the pavers to the hotel rock back and forth in one spot easily enough to cause a fall. Where is the inspection for this? Put up a hazardous sign to warn your guests. Again I should not have to tell them this on this review site. They should know it and take care of it… poor oversight.
The cost cutting is obvious and owned by expense control mentality. The owners are to blame here much more than the staff. They appear to be investors trying to maximize short term cash flow at the expense of their customer experience. Shame on IHG for allowing this to bring down their good name. It is very sad to see some guests paid double what I paid for this room per night. I stayed 5 nights and tried to find positives… but it was challenging.
If you fix it I will return… but how will I know?

Beautiful hotel, great and kind staff, and really LOVE our stay here. Many mart surrounding the hotel. Very recommended.
Cecilia and Kyrah at the receptionist really perfecting the day when we were checking out. And helped us to order the cab.
Thanks!

Rooms are nice but you might pay +400/night and have a room with no warm water for your showers. Disappointing and poor custom service experience, no credit offered by front desk. Nice location overall.

Nice, clean and modern hotel. Showers though just had a rain head, or handheld shower head. So if you don't want to wash your hair you have to hold it in your hand which is quite inconvenient. Great location.

Got charged $7.60 for a simply lemonade poured in front of me at the bar downstairs and was told its “hotel prices with tip included” to justify the price?

As a Diamond IHG member, this is one of the worst IHG properties I ever stayed at. Every staff member, except for the supervisor Maximo was rude, incompetent or lazy.

Check in lady was rudest and the most unprofessional, she didn’t even know how to answer a simple question of what is included in the breakfast voucher. She was constantly annoyed and said no to everything. On top of her attitude she refused to charge the corporate card even though payment was pre authorized.

Breakfast took an average of 40 minutes for a coffee and an avocado toast.

Room- water pressure is weak and no hot water during the morning rush hours. Our room was only cleaned once during a 6 night stay.

Wish they had a grace period on checkout, since they don't do late checkouts. But the bartender Sam I belive is his name is hella dope!

I got this room at the last minute. The room was nice and clean. The only issues were a bathroom faucet leak, and the refrigerator wouldn't get cold. Of course, I told one of the cleaning ladies the next morning using the Google translator. I recorded the faucet leak, just in case. If you want my video, let me know. Overall, I would visit this hotel again.

We had a fantastic experience. The staff went above & beyond for us. The front desk was accommodating & friendly. We would definitely recommend it to anyone who's looking for a great place to stay. And the gentleman who work in the garage on site are wonderful to work with as well.

Prices are a lie. They add on an extra $30 per night at checkout. Not a 4 star by any measure. Rooms are an ok size. Place is showing it age and looks run down. Lamp was broken, curtains were jammed, sheets were threadbare, wood floor and counters were stained. Location is high because it is right where we need it, not near an attraction

The best things about this hotel were the location and the price point. The customer service, with the exception of the coffee barista, was awful — especially the front desk receptionists. The hotel accommodations are mid — the rooms were decent and modern, but many things were broken including the shower head and the elevator.

I’m currently staying in the hotel and I have to honestly say I am quite disappointed by the inflexibility of the hotel and the level of service.

Let me start with the good. The hotel is very well located in Williamsburg, Brooklynn and the decor of the hotel is very pleasing. The rooms are quite large specifically for New York and some of the staff is very nice (emphasis on some)

Now let me jump into the bad.

As a Platinum IHG member I have stayed in a lot of IHG properties, when it comes to value, and service it has to be amongst my least favorite.

Upon checking in a few days ago, everything seemed fine initially. There appeared to be construction in the lobby (later revealed to be a commercial and photoshoot), but it seemed innocuous. However, unlike our usual experience as IHG members, we were not offered upgrades. No big deal.

I expected, at the very least, accommodation of my room preferences, such as higher floors, as indicated in my profile. Unfortunately, this did not happen. While I understood that preferences aren’t guaranteed, I later discovered that the hotel wasn’t at full capacity.

The payment process was time-consuming, and we had to wait about 20 minutes to check in, which, although not a significant issue, was less than ideal after a long day of travel. However, the front desk provided us with water as a gesture of goodwill, which was appreciated.

Now, the next day is when the real issues began. First of all the hot water was out for about 24 hours. Which is very frustrating when you’re trying to take a shower and the water is next to ice cold. I contacted the front desk let them know after an hour no response so I called back and they informed us that they were working on it.

However, that’s not where things ended. For context, me and my partner are both remote workers and we picked this hotel with that in mind. Usually when we stay in hotels like this, one of us will work from the room and another one will work from the lobby or a quieter public space, if there’s any overlap during our call schedules.

Because of the ongoing filming in the lobby, the lobby is extremely loud and hard to work out of. I thought I’ll go up to the pool and work out there, that’s also not an option because the pool is close and you can’t even go up to the rooftop. I remembered there was a quiet area I had seen by the elevator so I go and sit there and within 30 seconds someone comes and ask if I’m a guess of the hotel and I said yes thinking they night think im not staying there. She didn’t say anything and just she kept walking so I thought it was all good. About another 30 seconds later, another employee comes in the same question I believe it was the bartender. I said yes and he said you cannot be here. This area is a restaurant and it is close. I tried to explain to him why I was there, the fact that I needed to take a call and that the lobby was not usable given the filming and he said I’m sorry but you can’t be here.

I found this to be extremely strange given that like he said the restaurant is closed I was not really bothering anyone and there was no signage anywhere saying we couldn’t be there.

I decide it’s time to have a discussion with front decide to find a suitable solution. When I went to talk to the front desk about it. The first person seem very understanding of my issue, and was trying to be helpful, but did not really know any solutions. She talked to her supervisor who was standing next to her and try to get his input his response was you can work outside.

His response was really where I really lost it. He said “I’m sorry, there’s nothing we can do. ” You can work out of your room. I explained to him why the room was an issue. And he proceeded to say “you can work outside then. ” The hotel is in a very noisy area so that’s not really an option either.

In summary, the hotel’s response was disappointing for a supposed luxury four-star establishment, especially since this issue was not communicated to guests. I cannot recommend this hotel.