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Reviewed 28 June 2017 via mobile

We have just got back from a night's stay to celebrate my husband's birthday and wow were we impressed.

We'd read a few dodgy reviews before booking but we're local to B'ham and having stayed at all the usual haunts in the city we wanted to finally try out Indigo. We arrived early before check in was available but the gentleman at the desk was really personable and took the time to chat about what we were planning and where we were from. He took our bags for us and then we pootled off for a few hours to indulge in some drinks in the Mailbox.

We went back to check in at about 4pm but had a few issues with our key cards as they didn't seem to work in the lift or in our room. We went back down to reception and the lady at the desk immediately gave us 4 drink vouchers for Marco's for the inconvience (we really didn't think it was, but what fab service) and then came back up with us to make sure we could get in.

Our room was on the 23rd floor and when we walked in they'd decorated the room for my husband's birthday with a banner, balloons and a few chocolate brownies. Super impressed as they had obviously taken note from when we'd arrived earlier in the day. Our room was also one of the newly refurbed rooms and it was really gorgeous. Great shower and comfy bed, all you need! The little mini bar with free snacks and water is also a lovely little extra.

After a peaceful nights sleep after watching the sun set over the city, we checked out at about 10am and a different lady on reception was really engaging, and even knew about our birthday boy.

Overall, a great stay, and Indigo have customer service nailed!

Stayed: June 2017, travelled as a couple
Thank HYerlett
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 11 July 2017

Dear Hyerlett,

Thank you for giving us a perfect rating and for recommending our hotel to other travelers. I'm sure our entire hotel staff enjoyed catering to your needs as much as you enjoyed your stay.

Looking forward to welcoming you back very soon.

Kind Regards
Kishor Tahiliani
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 June 2017 via mobile

Beautiful set up. Had to find staff to seat us Only 3other couples but tables not cleared Food fab Waiter shocking service Left pm tea on our table & I had to put shelf on floor after he only took tpot when asked to clear table Atmosphere poor

Stayed: May 2017, travelled as a couple
Thank Mr3MrsSmith
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 11 July 2017

Dear Mr3MrsSmith,

Thank you you for posting your thoughts . Please be assured the critical feedback has been forwarded to the senior management in Marco Pierre White restaurant so we can improve the services and bring it to the desired standards.

We do hope we will have a chance to welcome you back very soon.

Kind Regards
Kishor Tahiliani
General Manager

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Reviewed 26 June 2017

The room was rather special, we had a corner room so views on two sides, really very lovely, The room completely vowed us on arrival however as the day wore on we started to notice that it wasnt in particularly good shape and was crying out for some tlc, scuffs all over the walls, chipped paint, marked furniture, etc.

We did the stay and dine package with the MPW restaurant so overally it was a great experience, just could have been refined.

Room Tip: Room 24, floor 24, the reception staff said it was their favourite and the views really were beautiful
  • Stayed: May 2017, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
1  Thank MichelleLouiseP
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 11 July 2017

Dear MichelleLouiseP,

Thank you for your review. I am glad to hear that overall your experience was positive.

I would like to inform the hotel will be undergoing a full refurbishment and the hotel bedrooms will be refurbished to a very high standards .

Thank you once again for sharing your vies and look forward to seeing you soon.

Kind Regards
Kishor Tahiliani
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 June 2017 via mobile

We stayed at the hotel for one night, along with a number of our guests after having booked Marco Pierre White's Laurent Perrier Champagne Bar for our Wedding Party.

Unfortunately, we were extremely unhappy with the level of service that we were afforded and the complete disorganisation from start to finish.

Before even arriving at the venue, we were informed by one of our guests checking in that they were being advised that the cost per room was considerably more than the prearranged, preferential rate that we had previously agreed due to our party.

As we arrived at the hotel reception, we explained the issue and rather than simply complete our request with the information that should have been to hand, we had to search through our emails to find confirmation that this rate had previously been agreed. This was the first of many incidents that infuriated us during our stay.

First, the hotel room that we were given upon arrival, was not the room that had previously been confirmed. We did query this and the receptionist agreed that we should have occupied a different room, however upon attempting to amend the booking that morning, other guests had been checked into the room. Again, this was agreed many months in advance, so we cannot understand why this mistake was made and why attempts were only being made on the morning of our arrival to secure the room.

Furthermore, the room that we were subsequently given, despite being very spacious and well equipped, was incredibly hot and stuffy inside. When we entered the room for the first time we switched on the a/c, set it to 18 degrees and hoped it would begin to cool the temperature. As it was, the a/c did not appear to be working and the room remained like a sauna. Obviously, this was not an ideal environment for getting ready in wedding attire. We contacted the reception to advise of the problem and they quickly came to our room to assess the situation. It was agreed that the room was ridiculously hot and that the a/c did not appear to be doing the job. Moments later, a small, portable a/c unit was brought into our room and although we appreciated the gesture, this small unit hardly made much of an impact.

Whilst at breakfast the following morning, a number of our guests were complaining about having to argue to get their breakfast, despite this being included in the room rate. A number of guests had been told that the rate paid did not include breakfast, again something that was agreed with the hotel many months before. Thankfully, after we confirmed to our guests that this was included, they made sure that staff understood this and managed to get their breakfast.

Upon vacating our hotel rooms, there was a great deal of confusion with who had occupied which rooms and how these were to be paid for. One of our guests was asked to pay for three rooms, despite only confirming to pay for two. Guests were also named incorrectly on rooms and these incidents caused a great deal of misunderstanding and led to lengthy delays checking out of the hotel.

Further to the issues outlined above, a number of our guests had further complaints. We were informed that other guest bedrooms within the hotel were uncomfortably hot, that TV’s did not work, milk in rooms had gone off, resulting in an inability to utilise the tea/coffee making facilities, full English breakfasts were not hot and that facilities in the spa, including the pool were out of use.

We would certainly not have expected such a profuse amount of issues from a 4* fabulous chic and contemporary hotel, who apparently prides themselves on offering an exceptional customer stay. This level of quality and service was certainly not afforded to us and our guests.

We have also since had complaints from a number of our guests that they have been charged incorrectly.

After having experienced a magnitude of issues during our stay, with many affecting our guests, we were extremely frustrated. As a result, we felt obligated to write a letter of complaint to the hotel. Four weeks on and having chased both with the hotel and it's parent company on many occasions, we are still yet to receive a response. Furthermore, guests that were charged incorrectly are still waiting to be refunded, which we are completely disgusted by.

We were so utterly dissatisfied with the whole experience and to have our guests equally as upset is incredibly disappointing.

Stayed: May 2017, travelled as a couple
4  Thank Andrew Y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 11 July 2017

Dear Andrew,

Please accept our apologies once again, It was great to see you and Sian in person so we could discuss all the various issues faced during your stay with us . All the critical feedback given will be used as needed to improve and bring our services to the desired standards.

Thank you for giving us a chance to serve you again , we look forward to welcoming you back again in August and giving us a chance by staying with us again to show you that your unsatisfactory stay was an exception.

Kind Regards
Kishor Tahiliani
General Manager

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Reviewed 18 June 2017 via mobile

We visited this hotel for the first time for our wedding anniversary trip away. For me first impressions make all the difference and I have to say I was put off. We arrived at 2.30pm after a long day walking and shopping, we were told it was too early for check in which was 3pm. Fair enough we went away. We came back at 2.53pm and were told that there was still 7 minutes until check in time. I've stayed in many hotels and for the sake of 5 minutes the staff would normally call through to see if the room was available, for a place where hospitality is key I find this extremely poor. We sat and waited until check in and the receptionist asked her colleague if the rooms were ready, well after having been made to wait until 3pm on the dot I would have had something to say had the hotel not kept their side of the bargain. When we arrived at our room I was greeted by a freezing cold room, it was like walking into a fridge. The air conditioning was set to 18 degrees and had clearly been at that level for some time, even the wardrobe door handles were freezing cold to the touch. I had to put the robe on and get into the bed to reach an acceptable body temperature. So first impressions were not good.
We were given a 'quiet' room which we hadn't particularly asked for but as we were out until the early hours I can't comment if it actually made any difference.
The room itself had a nice view and I can't fault the facilities, cleanliness and standard of the room. Breakfast was nice although a little pretentious, the staff were extremely professional and the view from the restaurant is amazing.

Stayed: June 2017, travelled as a couple
1  Thank Louise K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGService, Guest Relations Manager at Hotel Indigo Birmingham, responded to this reviewResponded 2 July 2017

Hi Louise K,

Thanks for choosing the Hotel Indigo Birmingham for your lodging needs, we're glad to have hosted your special wedding anniversary getaway. It's disconcerting to learn that we missed to provide you with a more stellar experience as you were letdown by the availability of your room upon arrival and our Front Desk personnel's detail to attention. Additionally, please accept my sincere apologies for the inconvenience caused by your room's upkeep particularly it's temperature. This is certainly not the impression we'd like to leave any of our guests and be assured that your feedback will be shared with the management to help pinpoint areas that need additional attention and further improvement. On the plus side, I'm pleased to know that our breakfast choices, staff's service level, and panoramic view from the restaurant are to your liking which positively affected your overall stay.

Once more, thanks for taking the time to leave a review and I hope we get to welcome you back soon for a chance to make your next visit more pleasant than the last.

Warm Regards,

Jillian I
Case Manager
IHGService

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