I've been staying here fairly regularly since this hotel first opened and I think this property is the best it has ever been (after a bit of a 'blip' 18-24 months ago). The public areas, including
the reception area, have all had some investment and been smartened up (plus a new door which means there isn't a constant gale blowing towards the front desk)! The area on the 25th floor with the bar and Marco's has a great new terrace (well it's always been there but they've really made the most of it now and sorted out the service) - great city views and for visitors to Birmingham definitely worth a visit.
Rooms have been refreshed. All the rooms here are slightly different, but I've never stayed in a 'bad' room. Many have great views and a few have balconies. All have the usual Hotel Indigo standard of complimentary water, soft drinks and a sweet or savoury snack (currently crisps and a chocolate bar) which is a nice touch and something I really value. Toiletries are high quality Aveda, and towels are fluffy. No obvious penny pinching / cost cutting, which is refreshing. Birmingham is a competitive hotel market but the Indigo is often full so I think they're on to a winning formula.
The best thing though is the team that they have in place. There have always been standout individuals over the years, but they seem to have a great combination now. They get the basics right and deliver a consistent service - i.e. when I checked in last week, my room wasn't ready (I was very early), not only did the front office proactively offer to store my bag but when I came back to collect my key, somebody had gone to the trouble of taking it up to my room for me and the Trainee receptionist knew this and told me - might sound like a small thing but not only does that show people are motivated and focusing on customer service, but it also shows a system that works! Chloe on the front desk in particular made a real effort both to be friendly but also professional and efficient. Housekeeping were great throughout my stay as well. I ate breakfast one morning when I didn't have to rush off to work and the service was, again, impeccable with what seemed like genuine hospitality - I really can't fault any aspect of my experience. It was literally the perfect stay!
Overall, this hotel runs rings around the major competitors in Birmingham and other properties could learn from the way things are, now, done here. [Less]