Hotel Indigo London Paddington

I had a wonderful experience during my stay. The receptionist, Shah, was exceptionally kind, welcoming, and always ready to help with a smile. He made the check-in process smooth and went the extra mile to ensure we felt comfortable. Such warm and genuine service truly makes a big difference—thank you for making our stay so pleasant!

Room is a lot smaller than it looks on the website. Air ventilation is also not great. Only pros is that the location is close to Paddington station. Probably will not come back again despite being a loyal IHG member.

Update: To add fuel to this bad experience. This hotel told us they would refund our first night (see below) then subsequently charged us for an extra night which I only caught by checking charges on my credit card. When we requested the bill there were three nights flagged as “no shows”. It took them a week to get back to us because their manager was out. When they did finally get back to us, they said they were wrong and could not refunded us for the first night and were sorry they accidentally charged us for a fifth night. They didn’t mind keeping our extra money for a week however. We will take this up with IHG but very disappointed in this hotel. Original: Disappointing all around experience. We booked an extra night (4 nights in total) . We only needed three nights but booked at an extra night because we had a morning flight arrival and wanted to check in that morning to rest a couple hours before meetings. The room was not ready when we arrived at 10:30am. They still charged us for the room that night. We were able to shower but could barely move around the room they gave us it had two twins and a fold out bed in the rest of the floor space. This is a very average ( to below average) hotel. We booked a king garden view room. They did reconfigure the room while we were at our meetings and it was ready when we arrived back that night. The room did not look like the photos. The furniture is not very nice. The bed was average. The pillows are terrible. The rooms are very small to the point where I had less than 12” on the side of the bed and I opened the curtain every time I got out of bed at night. The room has an AC but never cooled down. The bathroom shower had a constant loud drip (well more like running water) so we had to keep the door shut at night to avoid the noise. Our key didn’t work at the gym. Apparently no room keys work at their gym so you have to walk back upstairs and find someone to open the gym for you. It’s a pretty small gym but it did have a nice set of options. It too was very warm - so think warm yoga class if you go in there. We were not impressed with the front desk staff starting with our arrival and them not understanding we had booked a room for the previous night. We are Platinum and I had sent an email the day before to remind them we would be arriving in the morning after for the room we booked. I asked for two feather pillows in my booking request, then I asked again on the second day to a person at the front desk. Later that night I called the front desk and asked again. They sent up two foam pillows (not feather as I requested). I gave up. The towels smell burnt from the dryer. The only two redeeming features of this hotel is that it’s close to Paddington station (but many hotels are), and it’s attached to a lovely restaurant Bella Italia where we had a wonderful breakfast each morning . Platinum status has no meaning at IHG. This isn’t the first IHG we felt gave us a bad experience. Guess we go back to Marriott as our go to hotel .