Hotel Indigo Baltimore Downtown by IHG
Many visitors praise the friendly and helpful staff, with specific mentions of Jameson at the bar and Ryan for event planning, and commend the convenient location. However, some guests have reported negative experiences with customer service at the front desk, describing staff as rude and condescending.
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Excellent service. This site second year we’ve stayed here. We come for the BSO Academy at the end of June. Carlton is wonderful. He always remembers us and takes good care of us while we’re there.
Alicia was my server for breakfast and she's amazing. Great service, friendly and she checked on me throughout the meal.
This hotel has AMAZING staff, a great location, and was really comfortable to stay in. I was overseeing a student group at this location and we had a wonderful time. When we first arrived, the hotel manager told us the kids could use ANY part of the hotel, the 9th floor or the lobby, and were super accommodating. The kitchen staff and bar staff were excellent as well, and housekeeping was aware and kind of people being in their rooms. What a great place. I wish I could leave 5 stars, but sadly we had multiple issues with one of the employees at this location. One of the front desk hospitality workers was extremely rude to the kids, disrespectfully telling them they could not continue spending time with each other in the lobby even though the hotel had ensured us that this was alright. Furthermore, this individual put one of our students in the wrong hotel room, and when asked about it, denied doing anything wrong and refused to admit they had made a simple clerical error which resulted in a lot of stress for our management and residential teams. Furthermore, besides being extremely rude at almost every point we had to communicate with this person, they also refused to ask the kitchen if we could have pitchers of waters for the students, instead directing us to purchase overpriced bottled water instead, before completely ignoring our residential team. Overall, the owners of this establishment should 100% review this employees position at this hotel, there is no reason to be rude to young people, and others who are just trying to do their job. One of the worst experiences I have ever had with hotel staff. This being said, in terms of staying at this location it has AMAZING location, AMAZING kitchen (a bit pricey but what can you expect) and excellent maintenance and housekeeping team that were respectful the entire time. And the rooms are quite comfy and the thermostat is very usable.
Chris was very helpful. My girlfriends and I sure did appreciate him. In fact, everyone was just great! We also enjoyed our meal at the lovely restaurant!’
Easy going talking with the bar staff. Jameson made me feel like I was home as soon as I sat down at the Poets Bar. Sharing his life experience made me feel more comfortable when it comes to service.
This is not a newly renovated hotel but is maintained well. Everything was great. Assistants were very friendly and helpful.
Wow. I would expect better customer service from front desk employees in the hospitality industry. After reading several positive reviews, I called to inquire further about parking since the garage across the street has specific hours. I unfortunately need my car before 6 am. The agent was rude and condescending in response to my questions. A simple direct explanation with helpful solutions would have sufficed. Being met with more confusion and hostility is not a great first impression. I will be looking at hotels elsewhere.
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Last updated on 12 November 2026