Holiday Inn Express & Suites Niagara Falls

Recent Reviews: 571

• User:gomerpyle

  Trip type: Couples

  Believe the negative reviews

  02 Jan 2026

  Outside this looks like a nice, modern HiX.Inside its clearly worn out and in need of maintenance.Far too many hotels are being run by those whose standards are in the third world...Dim lighting, rough around the edges, and even the mattress (king size in our room) isn't up to the IHG chain standard. (I stay at IHG hotels because of the fantastic mattress and pillows, this hotel (not surprisingly) decided to save a few bucks and put in some low quality mattress.)Room window didn't latch properly, so you could hear wind noise and traffic all night. And, they've found a new way to steal a few bucks by charging $10 to park.Won't stay again.Endless apologies by the "management" on this website don't add up to a hill of beans. Clearly they don't care, as long as the hotel is full and they're making money, why spend to upgrade.I guarantee you that in a few years, this hotel won't meet HiX standards and will be rebranded, all without spending a dime. Gina Cardinali, General Manager at Holiday Inn Express & Suites Niagara Falls By IHG, responded to this review Thank you for taking the time to share your detailed feedback. While we’re pleased you found the exterior modern, we’re sorry to hear that your experience inside the hotel did not meet your expectations.We take concerns regarding room condition, comfort, and maintenance seriously. Items such as lighting, mattresses, and window functionality are critical to a comfortable stay, and your comments have been shared with our ownership and maintenance teams for review as part of our ongoing improvement planning.Regarding parking, the fee is disclosed at the time of booking and helps offset the costs associated with maintaining a safe, well-lit parking area. We understand, however, that this may not align with every guest’s expectations.We also want to assure you that we care deeply about guest satisfaction and brand standards. We are actively working through upgrades and renovations to address areas impacted by age and wear, and feedback like yours helps reinforce where improvements are most needed.We regret that your stay did not reflect the experience you expect from IHG, and we appreciate you sharing your perspective.

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• User:RuthP94

  Trip type: Family

  Not a great experience

  19 Oct 2025

  To start: #1. the front desk clerk wasn't very enthusiastic about helping us check in. #2. The room we were assigned wasn't clean. Beds weren't made, items in garbage, dirt on floor/carpet. #3. The pull out couch in our new room had no sheets, blankets or pillows. It was late when this was discovered so we made do with what was available to us (turned heat up, used pillows and blankets from beds). The sofa bed had crumbs and debris when the mattress was unfolded. Dirt and used Kleenex also found. Gina Cardinali, General Manager at Holiday Inn Express & Suites Niagara Falls By IHG, responded to this review Thank you for bringing these concerns to our attention. We sincerely apologize for the disappointing experience you had during your stay. This is not the level of service or cleanliness we aim to provide.We are especially sorry for the lack of attentiveness at check-in and the inconvenience of being assigned a room that was not properly prepared. Additionally, the condition of the pull-out sofa and the lack of linens are unacceptable, and we understand how frustrating this must have been, especially late in the evening when options were limited.Please know that your feedback has been shared with our front desk, housekeeping, and management teams. We are retraining staff to ensure rooms are properly inspected before guest arrival and reinforcing service expectations to ensure a more welcoming and attentive check-in experience in the future.We truly appreciate you sharing these details so that we can take corrective action. We hope you will consider giving us another opportunity to provide you with the clean, comfortable, and welcoming stay that you should always expect from us.

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• User:LoveAGreatBnB

  Trip type: Couples

  Our door to our room was left open

  02 Oct 2025

  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. Gina Cardinali, General Manager at Holiday Inn Express & Suites Niagara Falls By IHG, responded to this review Thank you for taking the time to share your detailed feedback and for your loyalty as an IHG One Rewards member. While I am pleased to hear you enjoyed our breakfast offerings and found our team courteous, I am truly sorry that the rest of your stay did not meet expectations or the standards we strive to uphold at Holiday Inn Express.The concerns you mentioned regarding room condition, lighting, and housekeeping procedures are being reviewed with our team immediately. The situation you described with your guestroom door left unsecured is not acceptable, and I sincerely apologize for the distress this caused. We are reinforcing our safety and housekeeping protocols to ensure this does not occur again.We also regret that the parking and billing concerns were not resolved fully at the time of your stay. Please be assured we are addressing this directly and will ensure your IHG Rewards points and compensation are processed correctly.Your comments are invaluable as we work on improving our property and service experience. Should your travels bring you back to the Niagara Falls area, we would appreciate the opportunity to restore your confidence in us.

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• User:Marcela D

  Trip type: Family

  terrible experience

  15 Sept 2025

  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. Gina C, at Holiday Inn Express & Suites Niagara Falls By IHG, responded to this review Thank you for sharing your experience. I am truly sorry for the discomfort you felt in the breakfast area, the lack of proper towel service, and the frustration caused by the parking charges. The behavior you described from our breakfast staff is unacceptable and does not reflect the welcoming environment we aim to provide. Please know I am addressing this directly with our team to ensure it does not happen again.Your feedback is very important to us, and I regret that we did not provide you with the comfortable and enjoyable stay you expected. I hope you might consider giving us another chance in the future so we can deliver the level of hospitality you deserve.

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• User:Wander10751239121

  Trip type: Friends getaway

  Worst Hotel Experience in Decades

  08 Dec 2024

  Worst hotel experience I’ve had in decades. DO NOT stay at this run down bug infested hotel. I’m shocked Holidays Inn has its name associated with this dump. I have all my clothes in the washer and left my purchased items in my car with bug spray. Had the nerve to charge for parking! pails catching leaks in hallways. Musty old smell. Furniture looks like it’s from the 80s and DIRTY.Noisy as walls are paper thin it’s disgusting.Save your money and stay at the Best Western down the street. It should be closed by the health department. Staff are excellent.I wouldn’t stay there again if it was free IHG Service, Owner at Holiday Inn Express & Suites Niagara Falls By IHG, responded to this review Hi Wander10751239121,Thank you for staying and choosing our Holiday Inn Express & Suites Niagara Falls. We appreciate you as one of our guests!We always strive to provide the best service to our guests. I'm sorry for the experience. I shared this with our hotel management team. I'm certain that your feedback will be used as a reference to enhance our services and guest experience.I hope you'll consider us again for your future accommodation needs!Stay safe,Jomar M.Case ManagerIHG Hotels & Resorts Service

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