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Reviews of Hotel Indigo London - 1 Leicester Square, an IHG Hotel

4 out of 5
Hotel Indigo London - 1 Leicester Square, an IHG Hotel
1 Leicester Square, London, England

Reviews

8.4

Very good

Rating 10 - Excellent. 267 out of 521 reviews" "
Rating 8 - Good. 145 out of 521 reviews" "
Rating 6 - Okay. 47 out of 521 reviews" "
Rating 4 - Poor. 38 out of 521 reviews" "
Rating 2 - Terrible. 24 out of 521 reviews" "

8.8/10

Cleanliness

8.6/10

Staff & service

7.6/10

Amenities

8.4/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

4/10 Poor

Kathryn, Fort Worth

Travelled with partner
Liked: Cleanliness
Disliked: Amenities
I would never stay here again. The noise from Leicester Square is absolutely awful. Only one elevator was working, so we had to wait forever to use it. The bar is WAY overpriced! We usually stay at the Hotel Indigo by Earls Court, and there are always complimentary beverages in the fridge, but not at this one. They also don’t provide conditioner or lotion.
Stayed 3 nights in Apr 2024

8/10 Good

Doina

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Convenient location
Stayed 1 night in Mar 2024

8/10 Good

David

Travelled with partner
Liked: Cleanliness, staff & service
Location, Location, Location.. Front desk Staff were very helpful and friendly although those at the rooftop were not as attentive. Waited some time to be served even during times with less people. View from the rooftop was nice but an expensive view with lacklustre service and nothing special. Room was ok although the view was terrible, got the short straw for the view and below my expectations. The price tag is location and I will be back in Central London although will likely try a different hotel
Stayed 2 nights in Feb 2024

10/10 Excellent

Chris

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very helpful; great location
Stayed 1 night in Jan 2024

10/10 Excellent

Mark

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024

6/10 Okay

leslie

Liked: Staff & service
Disliked: Cleanliness, amenities
Property was in great location. There were private events (closed to the public) in the restaurant/bar all the nights I stayed so it wasn't open. The rooms lacked fairly basic amenities (closet and/or drawers, outlet in the bathroom, paper/pen, iron, washcloths, decent channels on the TV). The makeup mirror light didn't work, the toilet had toilet paper in it when I arrived and was not cleaned well, the faucet and pop up drain only had about 2" between them making it difficult to get your hands under without touching one or the other, and the two small elevators were extremely slow.
Stayed 3 nights in Dec 2023
Response from Robin on 17 Dec 2023
Dear leslie,Thank you for taking the time to share your feedback on Expedia. We appreciate your kind words about our great location. However, we are sorry to hear that you were not satisfied with some aspects of your stay.We apologize for the inconvenience caused by the private events in the restaurant/bar. We try to balance the needs of our guests and our event organizers, and we regret that we did not meet your expectations in this regard.We also apologize for the lack of basic amenities in your room. We strive to provide a comfortable and convenient stay for our guests, and we are disappointed that we fell short in this area. We have noted your suggestions and we will work on improving our facilities and services.We are concerned about the issues you mentioned regarding the cleanliness and maintenance of your room. This is not the standard we aim for, and we have addressed this with our housekeeping and engineering teams to ensure that they are resolved promptly.We hope that you enjoyed your time in London, and we would love to have another opportunity to welcome you back and provide you with a better experience.

6/10 Okay

joe

Stayed 1 night in Dec 2023

2/10 Terrible

Bianca

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
It’s a gross hostile.
Terrible. The only thing decent was the location but even that was terrible. Room was dirty with hair all over the bed. Bathroom and room itself smelled so bad. This place is not worth the money. It’s the equivalent of staying in a hostel, but for 10x the price
Stayed 4 nights in Dec 2023
Response from Robin on 17 Dec 2023
Dear Bianca,Thank you for taking the time to share your feedback with us. We are very sorry to hear that your stay at our hotel did not meet your expectations. We take our guests’ satisfaction very seriously and we apologize for the issues you encountered with the room cleanliness, the bathroom odor, and the value for money.We have addressed these concerns with our housekeeping and maintenance teams and we are working hard to improve our standards and prevent such problems from happening again. We appreciate your honest comments and we hope you will give us another chance to show you our true level of service and hospitality.

10/10 Excellent

Ingrid

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent!!!!
Stayed 3 nights in Oct 2023

4/10 Poor

Charlotte

Disliked: Staff & service
We used to stay quite frequently at the Indigo but not after this experience. The front desk did not feel very welcoming and had an air of could not care less. We did manage to check in early which was helpful. The staff in the roof top bar were efficient for the majority of the time and at least made you feel welcome, they could have been a bit quicker on the uptake of asking if we would like more drinks. We had been left coffee pods but no machine. The mugs in the room had also not been cleaned and when we asked for some instant coffee we were left with decaf coffee bags it would have been nice if we could of had caffeinated coffee. When I called to say I had lost an item they were helpful in the beginning but when I questioned that I was certain that I had left it behind the response was not very pleasant it was an expensive item and I was dismissed with no further assistance basically the attitude was it was my problem and they would be no further help.
Stayed 2 nights in Dec 2023
Response from Robin on 17 Dec 2023
Hello Charlotte, thank you for sharing your feedback with us. We are sorry to hear that your stay at the Hotel Indigo was not up to your expectations. We value your loyalty and we apologize for the inconvenience caused by the front desk, the coffee machine, the mugs, and the lost item. We understand how frustrating it must have been for you.We appreciate your kind words about the staff in the roof top bar and the early check-in. We are glad that you enjoyed these aspects of your stay. We strive to provide a welcoming and comfortable experience for all our guests, and we are always looking for ways to improve our service and facilities.Thank you for choosing the Indigo and we hope to see you again soon.

8/10 Good

Dawn

Liked: Cleanliness, staff & service, property conditions & facilities
very central - issue with check in but resolved within half an hour
Stayed 1 night in Nov 2023

2/10 Terrible

Chris

Disliked: Staff & service, amenities, property conditions & facilities
I paid £400 for a room with no windows, i was then woken at 7am with construction work above my room I raised with staff and and I got a simple shrug no offer to rectify the issue....
Stayed 1 night in Nov 2023

2/10 Terrible

Kyle

Business traveller
Disliked: Cleanliness, property conditions & facilities, room comfort
Much more dirty than the photos.
Room floor was sticky and not mopped. Couch had huge stain. Other guests hair was in the bed and around the room. The shower curtain had orange mold all over it.
Stayed 1 night in Nov 2023

2/10 Terrible

Luce

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Property was ok. Random stains all over the walls. Requests for extra towels or TP took way to long, well over an hour to bring up 2 towels. We were woken up 2 times (at 5am and 8am) by the fire alarm due to the hotel allowing guests to smoke in their room. Even though they aren’t allowed to legally, clearly the hotel didn’t do much to stop it as it happened twice during our stay. Got way too rowdy and felt unsafe during the weekend.
Stayed 4 nights in Nov 2023

8/10 Good

MATTHEW

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023

8/10 Good

PATRICK

Stayed 1 night in Oct 2023

4/10 Poor

Andrew

Disliked: Staff & service
On leaving after my stay, the Staff at the front desk refused to allow me to see my final bill, because I had made the booking via Expedia. Totally odd. Won't be going there again!
Stayed 1 night in Oct 2023

2/10 Terrible

Brittany

Travelled with family
Disliked: Staff & service, amenities
Will not book again. First time in London & planned a stay for 7 days. First 2 in London, 2 in Paris & the remaining 3 back in London. Booked 2 hotel rooms (one for me & 1 for my parents). paid for premium rooms for first two nights & had a good experience. Hotel rooms are small, rugs could be refurbished but otherwise okay room in great location. The staff was super friendly & helpful for the first 2 nights of our stay. We check out, hop over to Paris to return 2 days later. Booked the rooms for the 2nd leg of the stay I chose a room for myself (basic room) & premium room queen for my parents. We check in there is different staff working from earlier in the week. Immediately notice a difference in treatment as we were charged for incidentals (typical for ANY hotel). The guest beside us couldn’t find her card. She was told not to worry just don’t break anything in the room.But that is not my concern. When we go to check into our rooms, my parents had been downgraded although I chose & paid for a premium room. I go to ask about it. Was told they were the same rooms when they clearly weren’t. The hotel was at max capacity I believe. The manager stepped in & was excessively condescending. Had the rooms been non refundable I would’ve canceled the booking on the spot and went elsewhere. He gave them a slightly better room, but then made off putting comments asking if they touched anything in the old room. I have never been treated so poorly
Stayed 2 nights in Oct 2023

8/10 Good

Jessica

Liked: Cleanliness, staff & service
Stayed 4 nights in Oct 2023

4/10 Poor

Carolyn

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Unfortunately I was extremely disappointed in this IHG. The furniture in the room was disgustingly stained and what you would expect from a roadside motel not supposedly from a 4 star hotel - none the less a IHG
Stayed 2 nights in Oct 2023

8/10 Good

Stephen

Business traveller
Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 4 nights in Sep 2023

8/10 Good

Arnaud

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Sep 2023
Response from Neil C. on 23 Sept 2023
Dear Arnaud,Thank you for your review of Indigo Leicester Square. We hope we can welcome you back again soon.

4/10 Poor

JESSICA

Stayed 4 nights in Aug 2023

2/10 Terrible

Christine

Business traveller, Travelled with partner
For a 4 star hotel no room service no kettle no proper hanging for clothes
Stayed 1 night in Sep 2023
Response from Neil C. on 23 Sept 2023
Dear Christine,I am sorry to hear we did not live up to your expectations during your recent stay. All of our rooms should have a kettle in them, and I have asked our housekeeping team to check the room you stayed in to ensure one is there, however if something was missing in the room if you made us aware we would have been happy to provide one for you.As a design led hotel with the West End theatres at the heart of it, our exposed clothes rack is designed to represent a theatre changing room which is synonymous with our local area. I am sorry if this design scheme did not meet your expectations.I hope you will book with us again and we can welcome you back in the future.

10/10 Excellent

Lonnie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great staff… great stay in the big smoke.
Very friendly and helpful staff. Great pointers from the front desk for last minute things to do in the city. Rooms were clean and comfortable. We really enjoyed our stay. Great view from the rooftop restaurant.
Stayed 7 nights in Aug 2023
Response from Neil C. on 23 Sept 2023
Hello Lonnie,Thank you for your lovely review. Our reception team will be pleased to read the comments and you are right, the views from LSQ are stunning.Hope to see you again soon.

10/10 Excellent

Tyrone, San Francisco

Liked: Amenities, property conditions & facilities
Great rooms and views.
Stayed 3 nights in Aug 2023
Response from Neil C. on 23 Sept 2023
Dear Tyrone,Thank you for your rating. We hope to see you again soon.

10/10 Excellent

Stephen

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
I would stay there again for sure !!!
Stayed 3 nights in Aug 2023
Response from Neil C. on 23 Sept 2023
Dear Stephen,Thank you for your 5 star review.We hope to welcome you back again soon.

8/10 Good

Karen

Stayed 1 night in Jul 2023
Response from Neil C. on 23 Sept 2023
Dear Karen,Thank you for your review of Hotel Indigo Leicester Square. We hope to welcome you back again soon.

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Sewer Hotel
Our room smelled like sewage. It took two hours and 4 visits to the front desk to get another room. The gentleman at the front desk was very dismissive.
Stayed 1 night in Jul 2023

8/10 Good

Joseph

The service was lovely in reception, and the view from the bar was gorgeous.
Stayed 1 night in Jun 2023
Response from Team Indigo on 17 Jul 2023
Thank you Joseph, we at Hotel Indigo aim to go above and beyond for every guest, so we are glad you felt it. The LSQ rooftop bar has a breathtaking view of the city. We hope to welcome you again.

8/10 Good

S

Stayed 1 night in Jun 2023
Response from Team Indigo on 17 Jul 2023
Thank you for taking time out of your day to fill out our review.

10/10 Excellent

jennifer

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Jun 2023
Response from Team Indigo on 17 Jul 2023
Thank you for the review Jennifer.

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great stay
Perfect as a base for what we wanted to do in London
Stayed 7 nights in Jun 2023
Response from Team Indigo on 17 Jul 2023
Pleased to read that we were the perfect base for you David. Reviews like yours help give us a boost knowing we are doing a great job, hope to welcome you again at Hotel Indigo Leicester Square

8/10 Good

Jon

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
👍
Brilliant location, nice room and good views over London.
Stayed 1 night in Jun 2023
Response from Team Indigo on 17 Jul 2023
Thank you for the Review Jon, glad to hear that you enjoyed your stay with a lovely view. Hope to see you again in our lovely Hotel.

6/10 Okay

Carlos

Liked: Property conditions & facilities
The night staff were excellent, helpful, accommodating, caring, and went above and beyond to help with anything. The day staff was rude, clearly underpaid, and didn't seem to know what they were doing. One of our rooms was quite dirty.
Stayed 5 nights in May 2023
Response from Team Indigo on 17 Jul 2023
Thank you for taking time out of your day to leave your review Carlos. We strive to deliver the best customer service we can to ensure all our guest can have a great stay. I will be sure to pass on your note to the end team and that they did a great job.

10/10 Excellent

Carl, Randolph Center

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Convenient, right at Leicester Square.
Stayed 3 nights in May 2023
Response from Adam on 17 Jul 2023
Glad to see you found our hotel Convenient Carl, we hope to see you again at Indigo Leicester Square.

4/10 Poor

Robert, Chicago

Liked: Cleanliness
Disliked: Property conditions & facilities
Awkward hotel not living up to the Indigo brand, at least in the US. Room had no windows. Just awkward
Stayed 2 nights in May 2023
Response from Adam on 17 Jul 2023
Thank you for your feedback Robert. We are sorry to hear that you we did not compare to the US side, hopefully you will let us show you how great Indigo Leicester Square can be.

8/10 Good

Philip

Travelled with partner
Liked: Cleanliness, staff & service
The location
Stayed 2 nights in May 2023
Response from Adam on 17 Jul 2023
Thank you for your review, we hope to see you again in our lovely hotel.

10/10 Excellent

Nicholas

Travelled with family
Liked: Cleanliness, property conditions & facilities, room comfort
Great hotel & rooms avoid the breakfast
Great hotel nice rooms and. Very comfortable bed. The lift is a little slow and always stops on level 2 for a strange reason. The breakfast was very poor, there was no sausages or mushrooms available on the morning we had it and the service was slow and quiet painful. We had to ask up to 3 time for things…..
Stayed 1 night in Apr 2023

10/10 Excellent

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lovely one night stay
The hotel is in a fantastic central location and the facilities are very good. The rooftop bar is a lovely added bonus and the staff are very friendly and helpful. We stayed in a room overlooking Leicester Square which was super. We only stayed overnight to go to the Theatre, but felt very welcome and were able to leave our bags before check in and after check out whilst we did some shopping.
Stayed 1 night in Apr 2023

4/10 Poor

Jessica

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
The hotel was nice however we did not have a good experience due to an exceptionally rude manager from the moment we checked in to when we checked out. After speaking to a woman at the front desk the day before checking out, she said we would be able to leave one of our luggage bags at the hotel since after a 4 day trip to Scotland we would be retuning to stay at the same hotel for another 5 nights. The next day at check out, we explained this to a male manager and he quickly became rude, ill tempered and aggressive and began to raise his voice at my husband and I asking us who the person was who allowed this. The staff at the desk looked visibly uncomfortable by his behaviour. We calmly explained that as no one wears name badges we were unsure who the girl was but tried to describe her. He again became very angry and we decided to give up trying to explain. After we decided just to check out, he aggressively chucked us the paper, did not thank us and barely said goodbye to us. We were preparing to come back for 5 nights but after that terrible treatment we cancelled the remaining booking online and found another hotel in London to come back to. All the other staff at the reception were very lovely and accomodating and it was incredibly disappointed to have a nice stay completely ruined by the arrogance of this man. Would not recommend staying here.
Response from Nioka B- Guest Service Manager on 26 May 2023
Dear Jessica,Please accept our sincere apologies for the shortfalls and discomfort you've encountered during your visit. The comfort of our guests is one of our top priorities, so we are very disappointed to hear that this was not delivered on this occasion. Please rest assured your concerns will be highly taken under consideration and informed to the management team to seek a prompt improvement moving forward. We hope we can win back your trust and exceed your expectations in the future with services that are memorable for all the right reasons.

2/10 Terrible

Malcolm

Disliked: Staff & service, amenities, property conditions & facilities
Stayed 1 night in Apr 2023
Response from Nioka B- Guest Service Manager on 26 May 2023
Dear Malcolm,Thank you for your review. We are thrilled to hear you had a great stay and that you loved the views and friendly service. How fantastic that you are planning to return, we cannot wait to welcome you!

8/10 Good

T

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great location.
Lovely hotel in a great location. Staff were really nice but service in the bar was a little slow. Breakfast was lovely and room very comfortable.
Stayed 1 night in Apr 2023

10/10 Excellent

Karen

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Apr 2023

10/10 Excellent

andrew

Stayed 1 night in Apr 2023

10/10 Excellent

Sara

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We loved our stay here!! Staff so very friendly and helpful, quiet, peaceful and lovely decor. 10/10 would stay again.
Stayed 7 nights in Mar 2023

10/10 Excellent

Rebecca

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Overall the location of this property is amazing, right in the heart of downtown London. Great access to the tube, shopping and dining. The restaurant on the top floor is spectacular - can't beat the views!
Stayed 3 nights in Mar 2023

10/10 Excellent

Roberto

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Closest to perfection
Ideal location and the staff are all friendly.
Stayed 2 nights in Mar 2023

10/10 Excellent

Scott

Stayed 9 nights in Mar 2023

10/10 Excellent

Ian

Stayed 1 night in Mar 2023