Holiday Inn Express Boston - Saugus by IHG

Reviews

• CW

  Crystal Wortley

  2 days ago
  1.0
  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.
• CW

  Choklit Wastedd

  Jan 6, 2026
  5.0
  Thank you so much to Miss Mo ! she made my stay welcoming. Her friendly smile and aura are such a bright light to have. I haven’t been home to Boston in five years and she made me feel welcome. Happy new year stay bright, Gold!
• PA

  Pablo Aragones

  Jan 5, 2026
  2.0
  Tuvimos mala suerte justo haciendo el check in estaba,la policia por una persona en una habiacion que hacia problemas ...la persona que nos atendio estaba muy nerviosa no nos supo atender como corresponde ...luego de eso el aire acondicionado no calentaba como corresponde el estacionamiento una mugre y el hotel no es para nada silencioso ,ademas solo anda un solo ascensor y es compartido con la gente que limpia..he estado en muchos mejores holiday inn express...
• DD

  Demi

  Jan 2, 2026
  2.0
  De kamers zijn schoon en de bedden zijn goed. Wij verbleven hier tijdens oud en nieuw, op nieuwjaarsdag was het ontbijt maar tot 9:30am. Toen we om 9am kwamen was alles al op en er waren nog veel met ons die nog niks gegeten hadden! Ik vind dit echt heel slecht, niet alleen dat het eten op was, maar ook dat er op deze dag waar denk ik iedereen langer wilt slapen geen langere openingstijd is. Het ontbijt is ook niet echt intensief om te maken, yoghurtjes kan je ook om 10 uur nog serveren. Verder waren wij 2x door het brandalarm gewekt en bij de 2e keer is de brandweer niet eens gebeld en hebben we 45 min buiten in de kou moeten staan! Echt heel slecht!! Wij hebben echt nachtmerries gekregen doordat we 2x zo gewekt werden en er gewoon uiteindelijks niks was! Ik zou dit hotel niet aanraden, het personeel is heel aardig, maar als je ze nodig hebt bellen ze niet eens de brandweer voor je en doen ze alsof ze heel druk met andere dingen zijn
• II

  isaacuniforms

  Dec 30, 2025
  5.0
  The Holiday Inn was very clean, and the complimentary breakfast offered plenty of good options. The customer service at this hotel is top-notch; Kathleen at the front desk was especially friendly and helpful. I also found the housekeeping staff to be hardworking and polite. Although I wish the rooms were equipped with smart TVs, I enjoyed my stay and will definitely return.

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