Lutsen Mountains Tours

Poorly trained, defensive reception staff. I’ve stayed several times at the Indigo, mostly because it’s super convenient, clean, updated, and an IHG property. The only downside I’ve ever experienced was the slightly less than enthused reception staff, which I usually shrug off. Meh. I’m ever only there briefly. This particular April stay though, was THE trigger for me. The young lady at the desk pointedly refused to provide a receipt as I booked through Expedia. She was condescending about it as I patiently explained that since I was paying at the hotel and not through Expedia, it is policy for the hotel to be able to provide a receipt. She had an attitude and doubled down on her stance without bothering to confirm if she was mistaken (ofc turns out she was and the property later issued a receipt via email after I had to take the time and inconvenience to chase up upon returning home). I wish I could have recorded the interaction, it was so shocking as a customer and IHG member. Plus, they ran my bill (which they would not let me see) through TWO credit cards, another item to chase up on. I see that the Indigo has had several complaints about the reception staff. Please, you are in the hospitality biz, train your peeps to be more amenable to resolving a problem instead of being so hard nosed and defensive? Coming back next week for another Rochester visit, but have Indigo Rochester PTSD.

Staff is excellent, location is convenient, rooms are comfortable and clean.

Very nicely done. Rooms were remodled in an older bldg of which was very classy and well decorated! Room was very comfortable with a nice view of the lake. Room was very clean and had plenty of linens when needed. Bed was extremely comfortable. Loved the access to the restaurant just steps away from room. Loved that a code was needed to enter the bldg at night and a code was needed to get to hallway to rooms at all times. Felt very secure. Enjoyed using the community room as well. Would absolutely stay here again and would highly recommend it to others. Pricing was good as well.