Hotel Indigo Waco - Baylor by IHG

This is absolutely the best place to stay in Waco. The rooms are incredibly quiet and clean. The beds are the most comfortable beds you will ever sleep in, and the service is amazing. Check in was super quick and easy. The staff is so friendly and helpful. Also the bartenders that work at night are absolutely incredible and make some beautiful drinks. My wife and I will definitely always stay here when we come to Waco.

When we first arrived, I expected the hotel indigo to be more updated like others I had been to. There is a musty smell when you walk in the hotel and when I went to the floor, there was an air deodorizer when you get off elevator, which was very strong. I felt like the room was musty So I asked for a fan and the staff was very generous and brought up a fan immediately. The beds were too tall, I am 5’1, so the staff also brought me up a stepstool to climb on the tall bed. The hotel staff was very kind and helpful. The beds were very comfortable and when I woke up in the morning, I had had a very good night sleep.

⭐☆☆☆☆ Poor Customer Service Customer service at this property is poor at best. I had a confirmed reservation, and the hotel canceled it without warning, claiming it was a “glitch.” Instead of taking responsibility or offering support, they told me I was on my own to figure out alternative arrangements. I originally had a good rate, but when I contacted customer support, the only option they offered was to rebook me at a rate nearly three times higher than what I had secured. That is completely unacceptable, especially when the mistake was on the hotel’s side. To make things even more confusing, I received a voicemail from the front desk stating they had a better rate available than what I had booked at Hotel Indigo. That was simply not true, and it contradicts everything I was told afterward. This experience shows a lack of ownership, consistency, and basic customer care. A confirmed reservation should mean something, and guests should never be penalized for a hotel’s internal errors. I spoke with the General Manager on Monday, and they assured me they would work on a solution. It has now been 48 hours since that conversation, and I have not received any follow‑up, update, or acknowledgment. The lack of response only adds to the overall frustration and reinforces the pattern of poor communication and accountability I experienced throughout this situation. Book the Springhill Suites. two block away.

WiFi doesn’t work in the room (438), only in the lobby. Dell laptop and iPhone both have the same issue. I travel frequently for work, never had this issue at other hotels. Was at a Marriott this morning with no problem. Front desk gave me a tech support number to call. After 60 minutes of troubleshooting with them, no improvement. Everything else about this hotel was excellent. The rooms are very quiet, which is my favorite thing about a hotel.

Great Hotel - Stayed for a business trip. Service was great and room was fantastic. The office chair was way better than most hotels have. Definitely would consider staying again. Th only hold back would be the train tracks are a block away and when the trains blow through in the middle of the night the horn blows forever. Had the omelette for breakfast and it was very fresh and delicious.