Hotel Indigo West Chester - Downtown

I stayed at Hotel Indigo West Chester and unfortunately had an alarming experience that I feel compelled to share. Around 11:15 PM on the night of my stay (6/11), I discovered a bug in my bed after being bitten on my arm. I informed the front desk immediately and showed them the bug, but the manager refused to speak with me or address the situation that night. Instead, I was told that I could either sleep in the same room or leave and find another hotel at my own expense—no refund or assistance was offered. I chose to leave, as I wasn’t going to risk staying in a room with what I believed to be bed bugs. The following morning, I returned to speak with the manager in person. He informed me they would have the room inspected and follow up with me. As of today (weeks later), I have not received any follow-up communication or a refund for the night I could not stay. To make matters worse, we were also hosting a small business meeting at the hotel, and the breakfast service was completely mishandled on both days. On Day 1, breakfast arrived over an hour late and was not what we ordered. On Day 2, they brought food, but only enough for 10 people when we had 15 attendees—again with no communication or apology. My admin had to chase down hotel staff both mornings just to get answers. While the property is relatively new and seems to be understaffed (which I can understand), the real issue lies in the complete lack of professional management and customer service. In every event we host, hiccups happen—but good management communicates quickly and resolves issues. That was not the case here. Eventually, my admin was able to get in touch with the sales manager, who was far more helpful and professional than the general manager. Ecolab later claimed the bug was not a bed bug—but they never identified what it was, which raises more concerns. I also have photo evidence of the bug in the bed. Bottom line: Between the bites, the lack of urgency or care from management, and the failed event services, I cannot recommend this hotel. Stay here at your own risk.

My daughter and I had a lovely stay at the hotel. We arrived super late and the front desk greeted us by name. Our room was spacious with many amenities. The lighting options allowed my early schedule without disrupting my not so early riding teenager. Gym facilities stellar. We did not get a chance to visit hotel restaurant but it was packed nightly. The location is great for accessing Philadelphia and then retreating to a quiet suburb yet still having a ton of evening spots to grab dinner. The facility is well maintained.

My husband and I stayed here for four nights. The bed is soft and comfortable. The hotel and room decor is fun and very new. The front desk staff were friendly and helpful. The parking garage is a half block from the hotel and while the elevators take a while at peak times, it was, overall, convenient, especially at only 10 dollars a day with unlimited in and out privileges. The hotel is in the heart of so many shops and restaurants there are too many to list. A late check out was easily accommodated. We thoroughly enjoyed our stay.

Beautiful hotel, very clean and nicely decorated. I have stayed three times. They staff is wonderful especially Nikki in housekeeping and Roxanne at the front desk. The bartenders in the main restaurant provided excellent service. This is the hotel I will be staying at everytime I visit West Chester.