Hotel Indigo - NYC Downtown - Wall Street by IHG

The rooms were clean, but the hotel is old and needs renovations. At checkout, nobody asked how the stay was or whether I wanted to receive or review my bill. I later sent this review to IHG. The front desk manager replied with a generic message, but when I followed up because the bill needed adjusting, I got no response. So much for improving things. The front desk made even simple requests feel like a burden. I checked in at noon, shared that I was Platinum, and was offered an amenity, but the room wasn’t ready. I understood that early check-in wasn’t guaranteed. They said they usually text when a room is ready, but I never got a message. I had two reservations that I’d asked to combine, one for two nights in a premium king room and another for one night in a queen. The queen rate on the hotel site was about the same as the king rate when I checked in. Two days before the second reservation started, staff said they couldn’t combine them because no upgrade was showing and the second booking was for a lower-level room. I checked back the next day and eventually got to stay in the same room. I knew late checkout depended on availability. They offered 12:30, then 1pm, and after I asked for 3pm said 2pm was the latest because otherwise they’d have to charge me for another night. I was fine with hearing what they could offer, but that comment was rude and unnecessary. Most hotels ask what time you want and then say what they can accommodate. It shouldn’t feel like a bidding contest.

The front desk staff were great, but the rest of the hotel made for a miserable stay. It’s a long way from the sights unless you’re here for a bank, about 15-30 minutes by subway to the places we wanted to go. We told them by text we’d arrive in the city at 11, left our bags, and were asked to come back around 3. We returned at 2:45 and waited in the lobby until 4 because the room still hadn’t been cleaned. Then we found out there was a $30 amenity fee for waters in the room. It supposedly also gave $10 a day off at the rooftop bar or breakfast restaurant. A mixed drink cost $18 with tip added automatically, and the best part of the bar was almost always closed for events. The breakfast was overpriced and served in cramped surroundings. For three nights, our room never got cleaned. We came back to a full trash can, dirty towels, no washcloths, messy floors, used sheets, and no new water bottles, despite that fee. The sink sprayed water everywhere. The desk staff had to get us clean towels and water because the cleaning team wouldn’t bring them up, according to the desk. One woman tried to clean the room while we were still in it at 9pm. Even getting drinking water felt like a struggle. After we complained, the manager offered to comp the fee, which we hadn’t wanted to pay and which hadn’t got us water without asking anyway. Sleep was rough too. Water ran audibly from floors above all night, and the pipes were loud. The $30 fee, the late check-in, and the unclean room were a bad combination.

I left my AirPods charging on the night table after we arrived on the first night. When I packed to check out on the last day, they were gone. I’m sure I hadn’t taken them out with me during the stay. I reported it, but nobody clearly explained whether lost and found had been checked, and I never got an update or any clear help finding them. There was also a problem with the Do Not Disturb sign. I put it on the door on the second morning, but housekeeping entered anyway and removed it. It only showed up on the door again on the third or fourth day. That was confusing and unacceptable.

We’d been coming here since it opened after the pandemic and used to love it. Over the years, it became a little less friendly and pleasant. It seems the ownership or management changed a while back, and the place has dropped to a new low. As Platinum IHG members, we’d now rate it well below average compared with other Indigo, Holiday Inn, or EVEN properties.