Excellent Stay...the first time. The second time not so much.
I come to Indy quite often, and decided to stay here for a change when I visited at the end of September. My first stay here was excellent. I was in a standard room on the 5th floor that I booked through hotels.com. I was very impressed and the customer service was amazing. It was so good I stayed an extra night. I joined Club Carlson because of how often I travel. Two weeks later I came back....I paid for a King suite and paid full price through the Carlson website. Considering my previous stay, I thought I would have alot more booking the King Suite. The first room they gave me was NOT clean. Lights out, broken bed, and a tissue in the AC. I called the front desk and was very pleased with the response, "I will make this right". I was moved to a second room and the front dest lady even made sure everything worked and when one of the lamps were out she left and promptly returned with a new light bulb and replaced it for me, even moving the couch to change it. But the room was very outdated. Tube TVs and less than par shower/tub. I was so close to leaving the room and staying elsewhere the first night as the fighting couple in the room next door was all I could hear trying to fall asleep. This was after I went for some ice, and it took me 10 minutes. There was no ice machine on the 2nd floor, so i went to the 3rd floor where I was pleasantly suprised by the wood floor after getting off the elevator. You can tell they ARE renovating, and I noticed that a falling panel in the elevator had been fixed within my stay so the hotel IS being maintained. I finally got ice from the bar, on the complete opposite of the hotel. The front desk lady was NOT very understanding or interested in my problem as another guest was the one who directed me to the bar for ice. I did not eat out one time the entire trip and as a little treat decided to order room service the very last morning of my stay. The portion was not good and it was cold. I was not pleased at all.