Holiday Inn Express & Suites Niagara Falls

The room was fantastic—clean, bright, and beautifully designed. The front desk staff were also very friendly!

It’s old hotel

I have been to numerous Holiday Inn Expresses over the years. This one is not up to standard. I will start with what was good: The breakfast was excellent, and the breakfast area was clean and well-managed; the only exception was the coffee tasted very weak. Staff at the front desk were courteous. The negatives are many; I will go in more detail with IHG, as I am an IHG rewards member. Here are just some of the issues: It’s located on a 4-lane road in an area that is not run down, but would not be the kind of area I would be comfortable taking a walk around. It’s about 10 minutes or so to get to Niagara Falls State Park in light traffic. There is NOT free parking. We were told when we booked that there was a $10 day parking fee; they knocked that down to five dollars per day because I am an IHG Rewards member. The room was worn, dirty in places, and not well-maintained. The lighting in the room was terrible. If I wanted to read a map, look at papers, or do anything requiring light at night, it was not there. It was even hard to see the TV remote when you were holding it in bed. All the lights in the room are dim, and there is no overhead lighting. The lamp on the table between the two queen beds had a base that was tarnished, looked like it was dirty by the switch, and only worked on one side and not the other. The worst part was after we came back to the room after being gone all day, we found the door to our room was visibly open, with the door being prevented from locking by the upper door security latch! All of our belongings were up for grabs! I won’t know until I fully unpack at home if anything was taken. When I reported it to the front desk, the response initially was very casual: that sometimes housekeeping does that; it was a mistake. I was the one who requested to create an incident report. The front desk person said she would comp me on the parking cost for the stay and would give me 500 points in IHG rewards. I noticed when I got my bill the next day, she only comped me on one day of the parking. I won’t know till later if she followed through on the points. I could give more details on the issues with the room, but I won’t here. I would not stay at this Holiday Inn Express again.

The breakfast staff watch everything you eat and make comments about what you grab. It's incredibly uncomfortable. Plus, at 10 a.m., they start yelling and rudely running at everyone else having breakfast. The hotel charges you for parking every day, and they never changed our towels, even though they were incredibly wet. I would never stay here again.