Holiday Inn Express Hamilton - Upper James by IHG

Reviews

• JG

  Josee Gariepy

  4 days ago
  5.0
  Nous avons réserver a cet hôtel car les revues étaient vraiment positives et qu’il se démarquait avec le niveau de propreté , ce qui pour est ma priorité. Nous avons de la famille dans ce coin , mais on aime mieux avoir notre intimité. Vraiment aimé cet hôtel ! Le personnel super sympathique et à l’écoute, la propreté wow , très belle chambre lit King , lit très confortable, belle salle de bain avec très grande douche ! Avec des produits Dove, ce qui a été une très belle surprise pour moi , car ce sont mes préférer pour le soin corporel ! Le déjeuner , excellent , oeufs brouillés, deux sortes de saucisses , bagel , muffin, crêpes , brioches a la cannelle fraîche tout les matin ! Fruits , céréales , vraiment un très veaux choix et c’était délicieux. Encore une fois , le personnel au déjeuner , tellement gentil ! Et ils ont de petits sacs pour leur clientèle , afin qu’on ramène la nourriture dans les chambres ! On pouvait prendre autant qu’on voulait . Le stationnement sous-terrain gratuit ainsi qu’un stationnement extérieur, également gratuit. Tout à distance de marche des restaurants! À partir de maintenant lors de nos visite à la famille , ce sera cet hôtel notre refuge . Gros merci Gros merci
• JS

  Jason Savage

  5 days ago
  4.0
  Quiet, clean hotel. Breakfast was on par with other IHG hotels. Seating is limited so getting a table can be hard. Hotel is the rest spot for Porter Airlines it seems. Front desk staff prioritize them with other customers waiting in line that were waiting long before the airline staff walked in. They will stop with whomever they are helping and start with the airline crew.
• MH

  Macklin Hoang

  Jun 26, 2026
  1.0
  Worst service ever. Pull out bed hits air conditioner and doesn’t open up. No cot or solution for not having a functional pull out sofa. Basically telling me to deal with it. We have a family of 5 and two double beds. Guess one of us has to sleep on the floor. Asked for a manager and was told none on staff. Hard to believe! Inexcusable and very ignorant. Surface parking is a joke. Stay away from this place at all costs. What a joke. If I could leave no stars I would leave none.
• EW

  Erwin W

  Jun 14, 2026
  5.0
  Rooms are new parking is plentiful location is convenient and the staff are all friendly. No matter who is checked me in I always felt welcome. Tonight there was a very nice person working at the front desk by the name of Muna. I travel 50% of the time for my job and have to say that this basic hotel is probably in the top 10% of satisfaction for me.
• WJ

  Walnut Jack-Layne

  May 31, 2026
  4.0
  This hotel is fairly new and was only recently completed, which makes this review even more disappointing to write. While the building itself is modern and attractive, the cleanliness standards are well below what they should be, especially for a brand-new property. When we first entered our room, there were visible crumbs, rice grains, dirt, and other debris scattered across both the tile and carpeted areas. There were also dried juice stains left behind by previous guests that had clearly not been wiped up. Because I was traveling with small children who spend a lot of time on the floor, cleanliness was particularly important to us. I called the front desk and requested that housekeeping return to clean the room properly. A young housekeeping employee came up and appeared to address the issue. However, when we returned several hours later, while a few areas looked slightly better, the juice stains were still there and many of the crumbs remained. Even the bathroom light switch was covered with a noticeable brown smudge. It's entirely possible this was a one-off situation or that the employee was inexperienced, but regardless, this level of cleanliness is unacceptable. What concerns me most is that if visible dirt, debris, and stains on the floor were overlooked, it naturally raises questions about everything else. Were the counters properly cleaned and sanitized? What about the toilet, shower, and bedding? When the most obvious issues aren't addressed, it becomes difficult to have confidence in the overall cleanliness of the room. Unfortunately, the problem wasn't limited to our room. The elevator floor was heavily stained and dirty, and the hallway outside our floor was in similarly poor condition. These are common areas that every guest sees, and their condition only reinforced the impression that cleanliness is not being prioritized. This experience left a very bad impression. A hotel doesn't need to be brand new to be comfortable; many older properties are exceptionally clean and well-maintained. What matters is attention to detail and consistent housekeeping standards. Despite being a newly built hotel, this property did not provide the sense of comfort or confidence that guests should expect. Based on this experience, I would not stay here again. The hotel may be new today, but if these cleaning standards continue, I fear it will quickly develop a reputation as a poorly maintained property. Management should address these issues immediately before they become a much larger problem. UPDATE My initial review only gave this hotel 2 stars because of the level of cleanliness, but I wanted to provide an update to my original review to be fair. I have adjusted the stars accordingly. After I shared my above concerns, hotel management reached out promptly, apologized, and took the matter seriously. They sent another member of the housekeeping team to address the issues, and the difference was night and day. The room is now exactly what I expected when I first checked in, clean, comfortable, and well-presented. Management also did what was necessary to make the situation right, which I genuinely appreciate. While my initial experience with the room's cleanliness was disappointing, I believe a hotel's true character is often revealed by how it responds when something goes wrong. In this case, management handled the situation professionally and effectively. A special thank you to Nishant who did an outstanding job and was very attentive. I'm happy to report that this Holiday Inn is operating at the standard one would expect from the IHG brand. While my stay got off to a rough start, the way management addressed the issue has restored my confidence. Based on how they handled the situation, I would be willing to stay here again in the future.

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