Holiday Inn Express Saugus Logan Airport

Recent Reviews: 752

• User:JING D

  Trip type: Family

  Clean and quiet room

  27 Apr 2026

  Friendly staff and clean quiet room. Would like to come back again

• User:Becky W

  Trip type: Family

  AMAZING!!!

  06 Mar 2026

  The Holiday Inn Express Boston-Saugus was beautiful and clean. The staff were excellent. Everyone went out of their way to be friendly and kind. Very helpful when needed some clarification. Especially Maddison Lewis, she was amazing and very knowledgeable of everything. Soci Assist, Other at Holiday Inn Express Boston - Saugus by IHG, responded to this review Hi beckywM1700OZ,We're thrilled to hear that you had such a positive experience with us! It's wonderful to know that you found our hotel beautiful and clean, and that our team, especially Maddison Lewis, made your stay enjoyable with their friendliness and expertise. Your feedback means a lot to us and encourages us to keep up the good work.- The Staff at Holiday Inn Express Boston - Saugus

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• User:Crystal W

  Trip type: Friends getaway

  Worst customer service ever!!!

  12 Jan 2026

  I am leaving this review based on my experience with the hotel’s billing and cancellation handling.In July 2025, I booked a five-night stay at this hotel for a girls’ trip to Boston in October. The reservation did not require prepayment. Our plans later changed, and we stayed elsewhere. Unfortunately, while I believed the reservation had been canceled, it was not.I never arrived at the hotel, never checked in, and never used the room. Despite this, I was charged approximately $1,400. I was prepared for a one-night stay charge like the policy states but not the full FIVE DAYS! When I contacted the hotel to dispute the charge, I was told that I had been on the property “the entire time,” which is simply not accurate. There is no record of me checking in, receiving room keys, or occupying the room. Since November, I have made multiple attempts to resolve this matter directly with hotel management, including reaching out to the General Manager. Unfortunately, my calls and messages have gone unanswered. I then disputed the charge on my credit card, to which it was declined due merchant comment stating that I was on property for the entire stay - which again, isnt true. I was actually 30 miles away staying at a completely different hotel!I am disappointed not only by the incorrect charge, but also by the lack of follow-up and accountability. I would strongly encourage future guests to confirm cancellation policies in writing (which I have a screenshot on my reservation that states the one night stay charge policy!!!) and keep detailed records should any issues arise. IHG Service, Owner at Holiday Inn Express Boston - Saugus by IHG, responded to this review Hi Crystal W,We appreciate you choosing the Holiday Inn Express Boston - Saugus for your leisure stay. Thank you for sharing your experience. We’re very sorry for the serious billing issue you described and for the frustration caused by the lack of follow-up from the hotel. Charging for nights not stayed and providing inaccurate information is not acceptable. Kindly send us the details of your reservation to to IHGService@ihg.com with reference #10585440183 so we can review this along with our hotel team.I hope we'll remain your dependable choice, as we promise to make your stay more memorable and exciting.Yours in hospitality,Melissa PCase ManagerIHG Hotels & Resorts Service

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• User:Prettysally08

  Trip type: Business

  A Nice Stay

  02 Sept 2025

  A nice hotel, room was very clean and quiet.The front desk agent Kenyi was very professional and friendly, making me feel so welcome.The complimentary breakfast and housekeeping were top notch.Highly recommend anyone planning a stay in Saugus for business or pleasure, because I know I will again.❤️

• User:Chris M

  Trip type: Family

  Excellent

  24 Aug 2025

  Check-in was super easy. Staff was very nice and welcoming. The breakfast was excellent. Was expecting small breakfast and they exceeded expectations. Rooms, hallways, lobby , and eating areas were very clean. Very well worth $$ I spent