Hotel Indigo - Silverthorne by IHG

This was included in our Vacations by Rail trip and was the favorite of mine. We stayed there two nights and the only complaint I heard from anyone in our group was the room lighting, but our experience was perfect. Very clean room, staff was friendly and helpful. The decor was unique, seemed to be everything my husband and I loved. The only negative would be the location was a little out of the way for folks with difficulty walking.

When we got the room we did found hair in the bathroom and on the zinc and the rag that goes between the beds stinks

Great location, great people in all aspects (reception, bar and restaurant, housekeeping).

Coffee in-room.

While the hotel itself may be suitable, the customer service is one of the worst I have experienced. We made two reservations for a total of 3 nights - one night through Priceline ($193.96) and 2 nights direct with the hotel ($445.24). We would have booked for all three nights but we when we realized we needed the extra night, the only availability was through Priceline. I called the hotel to see if we could have the same room for all three nights and they said yes, and made a note in the reservation. Upon check in, they asked if we wanted to combine the reservations, which we said yes. There was no discussion about an increase in the rate or additional charges. After the trip was completed, I received an email to review my bill. Oddly, there was no way to view the bill and I had to call the hotel (and sit on hold forever) to get a copy, which is where I learned we were charged $927.49 for 3 nights, plus the charge through Priceline. I tried several times to talk to the hotel - I was told a manager would call me back; that did not happen. When I called back, and was put on hold with the messaging of "100% customer satisfaction", for almost 30 minutes and I finally spoke with someone claiming to be a manager who said that that their records were accurate, everything was explained at check in, and they had discussed this with the General Manager, and no, I could not speak to the General Manager. I literally lost my cool when I felt like I was talking to a robot who could only repeat the same message over and over. I have emailed the General Manager twice and received no response. I am a believer that all things can be resolved but this experience truly put me to the test. This is blatant highway robbery and I will never stay or recommend this hotel to anyone. Based on other review, the lack of customer service is standard policy for them and I'm sure I'll get the standard "thank you for your feedback" email, which is worthless, however I wouldn't expect anything more from them.

Loved t!

Easy to get to.

This is the 3rd time we have stayed at this hotel over the past 4 years. We had always had great and friendly service. The hotel is in a great location close to Breckenridge, The last previous visit was August of 2023. I am not sure what happened. I did a little googling and found out the hotel was put up for sale in September of 2023. Evidently it did sell because the customer service and attitude of the employees and management is horrible. We had a 4 night stay and 2 of the first 3 days housekeeping failed to show. The excuse the management gave me was that we had left the “Do Not Disturb” sign on the door. We ALWAYS make sure the sign is not on the door before we leave for a while. We NEVER use it at night either. Besides if we had left it on the door it would have been on the outside of the door when we returned to the room not hanging on the inside. The management told us that we were not telling the truth and for us to respect the “team” members of the hotel. Of which we never showed any of the “team” members a lack of respect. They have shown NO RESPECT to me as being a Diamond Elite and top tier customer of IHG for the past 20 years. Needless to say we will never return to this location even though we loved it in the past.

Second stay at this property. Staff is helpful and has a nice restaurant and outdoor area fie sitting around a firepit. It is walking distance across the street to Cutthroat anglers shop and Sauce on the Blu restaurant that is really nice.

Very nice hotel. I was impressed with the styling and cleanliness. Everything seemed brand new. I will stay there again.

It was a bit hard to find using Google maps. They could use more signage outside.