2/10 Terrible
Justin
Business traveller
10 Jan 2026
Disliked: Cleanliness, staff & service, amenities
Stayed one night at Hotel Indigo Detroit Downtown (Dec 29–30), and the room was nowhere near acceptable for the price or the brand name. The shower base was peeling and stained, the carpet had visible crumbs and debris, and the bedding had a yellow stain that required an immediate change. The room felt neglected, unclean, and worn down—nothing like the images or description online.
I documented everything with photos and contacted IHG directly. They acknowledged the condition issues and opened a corporate case, but ultimately offered compensation that amounted to a fraction of the cost of the stay. The hotel itself never reached out.
Hotels.com has been even more disappointing. The customer service loop is difficult to navigate, and despite reporting the issue, there is no direct or meaningful support for guests dealing with a property that does not meet basic cleanliness standards. It feels like both the hotel and the booking service benefit from taking the payment but take no responsibility when the product falls short.
This stay fell below expectations on every level—room quality, brand consistency, and support after the fact. I would not book this property again, and Hotels.com should offer better protection and clearer resolution paths for guests who receive rooms in this condition.
Justin
Stayed 1 night in Dec 2025