Hotel Indigo Boston Garden by IHG

Lobby staff was very helpful and understanding of our problems. Tried their best to explain issues, still uncertain if it was with the hotel or booking.com

Valet parking was expensive (66$/day) but worked really well.

Er was een klein misverstand rond het ontbijt maar het personeel heeft dit snel opgelost. Zeer vriendelijke bediening in het restaurant.

Hotel was good, room was nice. We could hear what was going on outside all the time but we expected it since the World Cup was happening in town. The staff were nice as well. The restaurant was not good at all.

Recently stayed at the Hotel Indigo Boston Garden for a short vacation to Boston. I was thoroughly impressed with this hotel! The location is conveniently located near North Station and nearby restaurants, shops, and a pharmacy. The hotel has a welcoming, homely atmosphere. My room was a spacious corner room with a good view of Causeway street. The room was clean and well kept upon arrival. The bed was firm with comfortable sheets and pillows. The only downside to the room was that it was difficult to get the temperature down during the day (was set to 68 when I arrived but was at 70) but it eventually went down overnight. Also, because the hotel is located near several local bars the noise level outside the hotel can get rather loud, but it comes in brief bouts and wasn't anything excessive. The room came with a mini fridge and the bathroom came with bottled shampoo, conditioner, body wash, hand wash, and hand balm. The service at the hotel was impeccable, from the friendly front desk staff, the doorman, my restaurant server and housekeeper, they definitely have a good crew at this place. The downstairs restaurant, Blakes's, had a great menu, comfortable seats, and reasonable prices. Overall I would definitely say this hotel has great value and would definitely stay here again.

Booked for three nights as a diamond elite member.

I’ll split this review into two, the first part being the review of my guest experience and the second, the hotel and IHG’s response to the shooting that occurred at the hotel during my stay.

The hotel is shabby, dated and tired. The hotel is poorly maintained and operated and managed exceptionally badly. Just one example of how dated it is (of the many): Ancient TV/in-room entertainment that isn’t even programmed or setup - instead there is a PRINTED channel list you need to consult. Literally printed, on bits of card. It was like something from the late 90s i.e. 30 years ago

The rooms have a strange smell. There is some combination of a drainage / damp smell with a subtle undertone of stale cigarette smoke. Since checking out, I see that a number of other reviewers previously called this out. The reason for it is really simple, the ducted air system combined with the decades old AC units are not fit for purpose. This fact seems to have bypassed hotel management.

There is inadequate soundproofing between the rooms. For example if you are in the bedroom of 414 (a one bedroom suite) be prepared to hear EVERY sound in 412. Yes, everything.

The (outsourced) valet will spend more of her time blocking the front door gossiping with her two girlfriends who have decided to visit on shift than doing any valeting or having any awareness of the hotel’s customers. No acknowledgement, no apology, no attempt to move to let you enter and exit unhindered. Just rooted to the spot gossiping with her two pals while you try and manoeuvre round them.

As well as the valet, the bar and restaurant, Blake’s Kitchen + Bar, is also outsourced. I visited on my first morning for breakfast. What a mistake that was. On entering there was no more than 6 covers (including my party of 2) in the whole place and there was a waiter, a waitress and a barman on shift, joined later during service by a second waitress. Interacting with this team was like existing in the twilight zone. Simple things like ordering two coffees from the waitress and her reappearing 2 minutes later to take drink orders that she’d already taken and having absolutely no memory of. None. In a space of 2 minutes. Anyway, we had one west end breakfast, one avocado toast, one black coffee and one latte. On ordering I gave the waitress the hotel’s voucher for complimentary breakfast for two by virtue of being a diamond member.

The whole service was slow and disjointed. Cue the barman, the guy who saunters round the place like he’s “the Dude” but actually did his training watching old reruns of “Cheers”. You know the one, they want to come across all confident in their bar, swanning around with some false air of superiority but you soon discover there’s absolutely no substance underneath whatsoever. I asked for the check when we had finished. I’m presented with a check for a glass of wine and a round of toast (who knows, maybe that’s standard breakfast for their patrons). I ask for the correct check. I am presented with a check that says “non-diamond voucher” $18 and an avocado toast. I ask “the Dude” for the correct check, again. Over comes “the Dude”, with a third check which still isn’t correct - “the Dude” has not a clue what he or the rest of the staff are doing - spends all of his time blaming the waitress or the system. Now we’re on check number 4, I’m charged $9 x2 plus tax for two breakfasts which the hotel has provided on a complimentary basis. We’ve been here over an hour already (25 minutes simply trying to pay) and I can’t bring myself to explain the simple math to him again, I pay the $20.52 that he has decided is owed to him and leave. Maybe he decided he needed to supplement the tip he knew he wouldn’t be getting. Who knows?

I can tell you that the location isn’t unsafe, it is positively dangerous with threat to life shootings occurring at the property, casually brushed off by management as if it was a daily inconvenience. Which leads us on to the actual shooting.

A few hours after checking in there was a shooting at the hotel, leaving the front doors shattered and bullets embedded all over the front of the property. Vehicles parked outside were also sprayed with bullets. Local news started to cover the story at around 06:30 the next morning. At approximately 08:15, I approached the front desk and asked to speak to the property manager or duty manager as I wanted to understand what had occurred and what information or advice about safety and security measures were being provided by the hotel to its customers. I was told by the receptionist, Sara, that no manager was on site (despite the hotel having been riddled with bullets just a few hours before). I was told someone would be there by 08:30. At 08:35, I approached the front desk again to speak to the manager to be met with the receptionist sobbing and crying before I even had the chance to speak evidently having lost all emotional control at the gravity of the situation to be told again, that no manager was on site. Needing to leave to get to my first appointment, I asked for the manger’s cell phone number.

I contacted IHG as this is an IHG property. In a series of recorded chat messages, I simply asked “I would like to understand what safety information and assistance is being provided to guests following the shooting on the property last night”. In written response, the case manager from IHG simply said “my office cannot intervene or resolve the issue while you are still a guest. Therefore, IHG will not contact you regarding the incident that occurred at the hotel.” This is despite telling them more than once that no management was on site at the hotel. Thanks IHG.

I called the hotel manager, Sean, 8 times between 08:35 and 10:00 and he either chose not to pick up or I’d been given the incorrect number. I finally spoke to him by repeatedly calling the hotel directly and arranged to speak to him upon my return to the hotel.

I returned to the hotel around 14:30 and had a conversation with Sean in two parts - the service issues and the shooting. On the service issues his responses were very odd - he just agreed with everything I told him and made no attempt to explain what he’d be doing to improve the service or to provide any solutions. On the shooting he happily told me that the hotel was providing no information to customers to support their safety and security as he didn’t want people to speculate. When it was pointed out to him that the incident was already being reported on, his response was that he couldn't control that, when explaining to him that there would be an information vacuum that would drive people to speculate and he could provide simple reassurance to prevent that, his response was that it had been determined there was no ongoing threat, I said ok, amazing, why don’t you just tell people that then? Tumbleweed.

I asked to be outbooked to another property and was told nothing could be found. I left the property at 16:10, less than 24 hours after checking in for a three night trip. I was comped, rightly, for the one night stay.

In summary: the hotel is dated, shabby and some of the rooms smell. The property does not befit the brand. Most services (including the bar and restaurant) are outsourced and terribly operated. The property is extremely poor value for money. The area around the hotel is extremely dangerous and the front of the hotel was the scene of violent shooting during my stay. Hotel management is weak, inexperienced and naive. Hotel management’s and IHG customer care’s first priority IS NOT your safety and security, it is their ill conceived and badly implemented attempts at reputation management.

Very nice staff. Room was clean. Central location. Could be a bit loud at night just because of how central it is.

As soon as we got there, the staff was friendly and helpful. Edison helped us storing our luggage and even when we checked out, he was more than hospitable so we can still see the town and come back and leave for the airport after. Friendly and very helpful love to stay here and would stay again.

Edison helped us so much from beginning to end We were given outstanding directions helpful with our bags. Scotland was a huge presence and we were all given the same grace and gratitude as everyone else. The rooms were clean. The Parking the ease of the Metro makes this my numbah one place to stay every time we are here.

Great stay for the World Cup. Eddie on the front desk was amazing. Very helpful and accommodating

Close to little Italy

The location was perfect. Right across from TD Garden. The bed was so comfortable. And the staff was very accommodating and friendly. We were even able to get a late checkout.

This hotel is the best around if you are going to TD Garden. It’s walking distance from the Garden but that’s only a part of why it’s a great find. The rooms are spacious, the beds are heavenly, the bathroom is spectacular! Edison at the front desk is really focused on customer service. He gave me great suggestions that allowed me to explore Boston within walking distance of the hotel. For others like me who have an EV, they have a charging station in the parking garage!!! I’ll definitely be back!

Super close to TD Garden. The staff are generally nice. The restaurant attached is just ok. There could be a wait to retrieve your car- plan accordingly.

Great location central to everything…super quiet and comfortable beds, linens and pillows

If you stay at this hotel, do not get room 203 as this room is located in the front of the hotel and due to the noise level from the street below and the bar patrons across the street, this room is not conducive to a good night sleep.

This is the 3rd time we have stayed at this hotel and the 1st time we have been disappointed with our room.

The food was delicious, the waitstaff were helpful and friendly and always ready with a smile. The front desk staff were helpful and friendly.

The hotel is right across the street from North Station and the TD Garden, so if you are there for a concert, show or game and want a place to stay overnight, I would recommend this hotel.

Hotel Indigo is a small well-maintained hotel located across from the TD Garden. It is a safe bet if you are driving to Boston for a game or concert. The staff is friendly and helpful. There is an attached restaurant which we did not try. Valet parking is available which is very convenient. There are lots of sports-bar type of restaurants nearby.
We would come back if the occasion arose.

Edison at the front desk was incredibly helpful from day one and throughout our entire stay. We truly enjoyed our short couple’s getaway. Our room was clean, comfortable, and perfect for a relaxing break.

There are many choices of comfortable hotels in the downtown ( Boston Garden area) - my wife and I have stayed in a few. This was our 3rd visit to the Hotel Indigo. We enjoyed the boutique feel of this hotel - great service with welcoming personnel - shout out to Edison ! If you’re tired of the impersonal large hotel chains, give this a try - you will be back.