We recently stayed with friends of ours at Hotel Indigo for a weekend away. On arrival we were really impressed with the hotel itself. It was decorated beautifully and once we got to our bedrooms we were even more impressed with the decor. The bathrooms were lovely, some have said they are very small and yes they are a little compact however they did the job. I particularly liked the speakers so I could listen to music as I showered. We had booked a dinner bed and breakfast option and booked a table for 8.30 for dinner that night. We arrived for dinner around 8.40 and my friend on arrival said I'm sorry we are running 5 minutes late we have a table booked for 8.30 to which the girl replied without even a slight hint of a smile, you are actually 10 minutes late. Once we were seated we were having a laugh about how rude she was and our lovely waitress apologised on her behalf as though this had happened before. We ordered food which was disappointing, bland and not particularly hot, the only part that I think truely lived up to expectation was the desserts which I have to say we're lovely. Our table however was tiny, most other tables of 4 had a booth with loads of room. I think they might have been busy that night and tried to squeeze us on to a smaller table which was a shame. After dinner we ordered some cocktail which arrived and all of them had a strange chemically taste to them, we returned them and they were replaced straight away without hassle, the waiter was great and very apologetic however when the drinks arrived back at the bar and the situation was explained it was clear the barman was not so happy and had a good moan about it to his colleague. I don't think he realised we were the table closest to the bar. Moving to the next morning we arrived for breakfast to be met by another miserable face and were snapped at "have you booked?" when my friends replies no we havent booked for breakfast, the girl just sighed and walked away leaving us standing there unsure what to do. She came back a few minutes later and showed us to her table, a smile was clearly too much for her as was offering us tea or coffee. When we got there however we met the loveliest breakfast waitress who's name I have now forgotten but she was funny and so helpful. She asked if anyone had offered us tea or coffee and when we explained about her colleague at the front she seemed to know exactly what we were talking about and apologised for her. She got us everything we wanted and as we had come for breakfast quite late on and things has been finished she did her best to get us things that had ran out. She was a true star. We then checked out and met who I think was the reception manager, again a smile was too much, and while serving us answered phones without excusing himself first continued a conversation with his colleague and made very little attempt to engage with us. When we checked our bill we had been charged for our returned cocktails from the evening before twice. I don't mind paying for the one I drank but not the one that we returned as it was undrinkable. He didn't seem impressed by this but knocked it off the bill, then there was a charge of £12 and when I queried what it was he couldn't tell me and instead ran through a list of possible things it could be. As none of them applied he then knocked that off the bill too then asked really sarcastically which really annoyed me, anything else on there you want to query? Overall the hotel is beautiful and most of the staff we met were great apart from the odd few who's service was so awful it was laughable, however the reception managers comment and attitude was annoying and I left angry. Based on this I probably wouldn't return which is ashame as it was a lovely hotel and if it weren't for my parting interaction I probably would have stayed and just not eaten there. Maybe we caught people on an off day because the hotel has so many fantastic reviews but for me no matter how lovely the building it's the staff that make the experience, if they were all like the waitress we met at breakfast this place would shine, unfortunatly that wasn't what we found.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
15 June 2012
Thank you for your lenghty and in depth review. We are in a business where 'off days' for staff attitude are not an option, as we will only ever be as good as the last person we have served. Please accept my apologies if you feel we fell short of the mark. We will review all of your comments and investigate the behaviours with a view to correcting them immediately. Please be assured that your comments are of great help in assisting us in keeping our standards as high as possible.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC