Hotel Indigo Gaslamp Quarter in San Diego, CA

I have stayed at other Hotel Indigo's and this is by far the nicest one of the brand. Great location and close to many activities. The rooms are nice, modern and well maintained. The elevator is efficient and it is easy to get to the lobby and back to room. Very nice roof top bar on the 9th Floor. The staff is friendly and nice. I cannot wait to go back!

Let's start with all the positives. The rooms are cute, hard surface flooring, great size showers, soft beds, K-cup coffee maker, clean hallways, cute lobby. Great location, walk able to so many great restaurants, cafes, or the ballpark. However, with all of that good listed above, everything can be overshadowed by bad service and poorly trained front desk management. I woke up on Thursday morning to get ready for work and hopped in the shower. NO HOT WATER. I got out, turned on the bathroom faucet to see if the problem was isolated to my shower, and muddy/brown cold water came out. I called the front desk to see if they knew what the issue was, and was quickly put on hold by and told I needed to speak to a supervisor (before I even had a chance to ask a question). After holding for 2 minutes, that same person came back to advise that we should have hot water again in 1 hour to 1.5 hours. I expressed my disappointment because I needed to get ready for work now, not in 1.5 hours. He immediately put me on hold again (because he's clearly not trained well enough to deal with guest complaints), then about 1 minute later the "front desk manager" picked up. NO empathy, no understanding, barely an apology and he states "we have an instant hot water system so you should have hot water in about 30 minutes." Great I say, so what, if anything, is the hotel doing to compensate guests for this issue and inconvenience? He abruptly says "well you can stop by the front desk and talk to me about it." WOW. Nothing pro-active, no sincere apology, no effort to make the situation right before I ask, and when I do finally ask the answer is simply "stop by the front desk and talk to me about it." I waited until later in the day and sent IHG a message asking for the GM to contact me, and that I'd like a small credit placed on my folio due to the incident. They assured me that someone would reach out, and they had sent my message directly to the hotel. ALL DAY, nothing.... I'm in bed, sound asleep close to 9PM when the phone rings in the room, and an "evening manager" as she called herself was calling to talk to me about the incident. I told her I was asleep, she apologized, and we both hung up. I check out, still no credit on my account, still no apology, and still a bad taste in my mouth for this bad customer service experience.

nice decor from lobby, to bar/bistro, to rooms. great staff at desk and in bistro/lounge area. room was spacious and well appointed. only drawback was lack of hot water in the AM. problem seemed to be throughout the hotel. hotel offered free breakfast as a make-up, but i had to be somewhere, so they asked if they could do "anything" to compensate. only bill i had was valet parking, so they graciously comp that. overall a good place, just happened to be there when catastrophe struck....

Stayed at the hotel indigo for 3 nights in February- generally like this hotel, rooms are good and location a couple of blocks out of the way, but lots of restaurants etc nearby. Great Brooklyn Bagel place a block away. Negative is the house-keeping (plus not crazy about pets being encouraged in rooms - end up in the bed & bark main gripes). Have had issues at this hotel before, this time had some coffee spots on cups & empty coffee pods left in the machine...not a big deal, just not ideal. Staff was good & friendly and nice small gym room. Bed was excellent as was the water pressure.

Clean & spacious rooms. Staff is friendly and helpful. great location. In walking distance of good restaurants Short ride to Midway Museum, Marketplace, Naval Station, etc. Within walking distance of the Padres Ballpark..