Holiday Inn Express & Suites Brantford by IHG

Reviews

• IS

  inderpreet singh

  4 days ago
  1.0
  I had a very disappointing experience with this hotel. After I checked out, I realized that I had accidentally left my pants in the room, with some important items in the pocket. I returned to the hotel within about an hour and even checked back in, but they gave me a different room. When I asked the staff for help, they told me the room had already been cleaned and nothing was found. I clearly remember leaving my pants in the room, and I politely asked the staff to come and check with me, but they refused and kept insisting everything was already cleaned. I did not feel supported at all, and no real effort was made to help me find my belongings. Very poor customer service and lack of concern for guests’ lost items. I would not recommend staying here based on this experience. Room no 504
• JC

  Jeff Collins

  6 days ago
  1.0
  This will be the last time I ever stay at this hotel again. The night staff swear at me told me to shut up and to be honest I was shocked that a staff member would talk to guest like this. Over the last 20 years I have been staying at hotels for work and sports for my kids and I have never ever been treated like this by any staff members. If I were the holiday Inn corporate I would do an internal investigation because I know I was not the only guest he spoke to this way and the common comments from other guest were they will never stay at a holiday inn again because of this worker. I WILL NEVER BOOK A NIGHT AT YOUR HOTEL AGAIN JUST BECAUSE OF THE WORKER ON WEEKEND NIGHTS
• TF

  T Faz

  Apr 4, 2026
  1.0
  Extremely disappointing experience at this Holiday Inn Express in Brantford. We were staying here as part of multiple youth hockey teams, something that is very common in hockey towns, and clearly a major source of business for this hotel. Despite that, the hotel provided no designated space for parents to gather, other than the lobby which already had tables, chairs, and a TV set up. At 10:00 pm, while parents from multiple teams were socializing in the lobby, the hotel called the police claiming we were disturbing guests. There had been no complaints, no excessive noise, and even the police themselves told us we should simply gather in our rooms instead. We complied and moved to a hotel room. Shortly afterward, the police were called again, this time to another team’s room. Later, we returned to the lobby where another group was already playing music and having drinks. Our group quietly played cards with no music and minimal noise, yet the hotel attendant approached us and said we were “too loud” despite the other group being just as loud and also playing music. The situation escalated further when the attendant referred to us as “you people” and, when we respectfully explained that treating hockey families this way is bad for business, he responded that he “doesn’t give a shit” and that he doesn’t care because he doesn’t own the hotel. This was shockingly unprofessional and disrespectful behavior toward paying guests. If your hotel regularly hosts hockey teams, you should: • Provide a designated gathering space • Set clear, reasonable expectations • Treat guests with professionalism and respect Instead, we experienced hostility, inconsistency, and extremely poor customer service. I would not recommend this hotel for hockey teams, group travel, or families. There are many other hotels that understand how to accommodate groups respectfully and professionally. Very disappointing experience.
• JM

  Jillian McBean

  Apr 4, 2026
  1.0
  . The hotel itself is decent and the facilities are fine, but the staff completely ruined the experience. Our stay coincided with several hockey teams visiting from Sarnia, and while things were a bit lively, the situation was handled in an extremely over-the-top and unprofessional way. At around 10pm, staff escalated things by calling the police and forcing everyone back to their rooms, threatening arrest. It felt unnecessary and excessive given the circumstances, and it created a very uncomfortable atmosphere for guests. A hotel should know how to manage groups and maintain order without immediately jumping to that level of response. Unfortunately, the way this was handled left a really negative impression. We will never spend another dollar at a Holiday Inn again.
• JJ

  Jess JS

  Apr 4, 2026
  1.0
  We have been traveling with hockey teams for over 11 years — two kids, 10–12 tournaments a year — and I have never seen anything this excessive. To note, we rolled in around 11pm sober from watching our daughter play a game at another tournament in Brampton and this is what we walked into. Holiday Inn Brantford called the police & SWAT team on parents playing cards and having drinks in concealed containers. Not a fight. Not damage. Not anything unsafe. Cards and drinks. Does it get a little noisy at times, sure but that’s why we go to the lobby so we are out of the hallway, not bothering other guests. And when they tell us to quiet down—we quiet down. They then called sway to the 2nd floor—not on our team but one of our mom’s had to go to her room which was past it and she texted us “Well, SWAT is here!!! Outside our room. I acted shocked to see him as we tried to enter our room and he said “you’re good, you’re sober” and I said, “I’m London”. She was afraid to leave her room to come back to our room. If you cannot handle tournament teams, don’t book them. Or manage your property properly: keep teams together and separate from non-team guests. This is standard practice everywhere else. Hotels like this rely heavily on tournament business. Without teams, you don’t fill your rooms. Yet instead of managing that reality professionally, this hotel chose aggressive escalation that created an uncomfortable and completely unnecessary situation for families. This is not how you treat paying guests — especially long-standing tournament families. Avoid this place if you’re traveling for sports. They clearly aren’t equipped to handle it. Not to mention—what a waste of taxpayer resources!!! Learn appropriate responses and train staff better! Edited to add: Just went down for breakfast at 9:35am — breakfast ends at 10:00am, which is completely fair. At 10:00am sharp they shut down the kitchen. Fine. But at 10:05am, they turned off all the lights in the dining/lounge area while about 10 families were still sitting there, mid-food, mid-coffee, mid-conversation — leaving everyone sitting in the dark wondering what was going on. Then, at 11:00am, staff came over and told us we had to leave so they could clean — not clean around us, not move us to another area — just leave. This is beyond poor service — it’s hostile. There is a way to manage guests and expectations professionally. This isn’t it. Easily the worst customer service experience I’ve had at a hotel.

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