The rooftop heated pool was wonderful, the view of downtown was lovely. The property is beautifully appointed with elegant, colorful artistic details and gorgeous succulents. Our concierge, David H., was particularly helpful with getting us settled and providing info about navigating El Paso/Ciudad Juarez, as were the valets who helped us with our car and luggage. The entire staff was incredibly gracious, friendly, and attentive to our every need - the definition of hospitality and professionalism. They are part of our Hotel Management Company portfolio and they indeed do provide a great service.Our stay at Hotel Indigo El Paso Downtown was the perfect way to break our pandemic isolation. We do agree with your assessment regarding Motel 6 hotels. It is our top priority to please and serve all of our guests as well as to continue being a Top Ten Hotel on Trip Advisor in the City of El Paso. Please contacts us at: if you need us to send by email the support of all these actions taken place during your stay. In summary, the discrepancy that exists of the account of your review versus the data and information we have in our system is extremely concerning. Furthermore, you failed to mention that our management executives (Kristin Masters and Mauro Pineda) credited you with 10,000 IHG Reward points, fully comped your room rate for 2 nights, and gave you a 50% Rate discount on the remaining of your nights stay. That is just not possible not only in our Hotel but pretty much in the Hotel industry. We rarely operate a shift in our hotel without a Manager, let alone 10 days. In fact, Kristin was very happy when your thanked her for her service and hospitality through out your stay. Both Mauro Pineda and Kristin Masters, top management executives of the hotel had several conversations with you. So much so, that not only did one Manager introduced himself to you, but actually a second Manager stepped in to follow up during your stay and incident on multiple ocassions. We did take very seriously your report regarding your incident with the Bathroom shower. Maxwell L, We do appreciate Trip Advisor's opportunity to be able to reply to your review, as well as share with the Trip Advisor public of how our Hotel goes out of its way to please all of it's Guests. I will also keep you updated on how my injuries unfold and how the property determines to solve this issue. When there's nobody in charge it's a free for all and that was a parent with this property I have stayed at aMotel 6 is with better service I will keep you updated but as of now I have not heard directly from anybody at indigo every day I get told I will get a callback from the manager. I believe the reason for all the confusion and lack of help was due to the lack of management. Instead they made me move rooms at 1 AM after I asked repeatedly to not move rooms I was forced. The staff at the hotel was very nice though any issue I had like my shower rod falling and injuring my head they cannot help find a solution or even help me with a manager. At this point I'm going to take legal action for my head injuries and the fact that no one can be capable of helping me with this issue. It has been two weeks I have not heard from any management at the hotel indigo. I got no help from the front desk there was no manager the whole 10 days I was there to help me when I called I HG for help they promised to call back every day with assistance from the hotel indigo. Day 2 I had a shower rod fall and injure the back of my head and that's where the fun begin. Beautiful rooms great location that's about the only nice thing I can say about the hotel. Last week I stayed at the property for 12 days.
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