Holiday Inn Express Boston - Saugus by IHG

Reviews

• TT

  Tammy Taylor

  4 days ago
  4.0
  We stayed at the Holiday Inn Express in Saugus the first weekend of October. The location was a plus as we were flying into Logan and visiting Salem. We had excellent customer service from welcoming staff. The beds were comfy and our room was cleaned daily. The included breakfast was a step above the usual "free" breakfast, withe plentiful and tasty options, especially the fresh cinnamon rolls!
• DM

  Darian Marse

  Oct 7, 2026
  3.0
  My friend and I stayed here in October during the busy season. The location to Salem and the airport was very convenient. The breakfast in the morning was hot and edible, so no complaints there. Our room is where we had concerns. Some cracks and stains in the ceiling. Some peeling wallpaper here and there, but nothing too concerning enough where we felt like we weren't safe or we’re going to end up sick. We were only in the room to sleep and shower. For the price we paid I was very pleased and wasn’t expecting a five star hotel. The room did its job of having a shower with warm water, a comfy bed, and comfortable room temperatures.
• RF

  River Farrow

  Oct 6, 2026
  1.0
  Absolutely terrible experience — stay away. I have never had a hotel experience turn into such a complete nightmare. When my family and I arrived, the Holiday Inn had somehow lost our reservation. Instead of simply correcting their mistake, the reservation was remade, and I was ultimately charged twice, tying up approximately $2,000 of my money. What made this even worse was that I was misled about what money would be refunded and when. I was given the impression that the situation would be corrected, so I trusted that I would have access to my money again. That never happened. This wasn’t some luxury resort where you expect to have thousands of dollars tied up. This was a mid-tier, outdated hotel, and because of their mistake, approximately $2,000 of my family’s money was unavailable. The impact on my family was significant. We were left with essentially no spending money for our trip. What was supposed to be a family vacation with my wife and our two young children was severely impacted because the hotel tied up money that we needed for the trip. It effectively ruined our vacation. And the nightmare didn’t end when we got home. The charge that was supposed to come off the appropriate card never did, leaving me short on money for our regular bills and making it difficult for me to purchase formula and groceries for my family. I contacted my bank for help, but because I had technically authorized the original transaction, they were unable to resolve it. I then contacted IHG, expecting them to recognize that their hotel had made a mistake and help make it right. Instead, I was referred back to the hotel. Once again, the hotel refused to take responsibility. Mistakes happen. What matters is how a business handles those mistakes. This hotel made the mistake, their mistake tied up thousands of dollars of my family’s money, their staff gave me incorrect information about the refund, and then they expected my family to simply absorb the consequences. There was no meaningful attempt to make things right. No grace. No ownership. No concern for the fact that this mistake had a real financial impact on a family with two young children. A hotel can survive an outdated room. It can survive mediocre amenities. What a business shouldn’t expect customers to tolerate is losing their reservation, charging them twice, providing misleading information about their money, and then refusing to take responsibility when the customer is financially harmed because of it. I will never stay at this Holiday Inn again, and after this experience, I have serious reservations about trusting IHG with my family’s money in the future. One star is honestly more than this experience deserves.
• OB

  Oliver Kwai Ben

  Sep 27, 2026
  5.0
  I had an absolutely wonderful 3-night stay at the Holiday Inn Saugus, MA, and what truly made the experience exceptional was the outstanding service I received from Kenyi at the front desk. Kenyi went above and beyond to help me when my travel plans unexpectedly changed and I was unable to make my trip to Vermont. He was incredibly diligent, attentive, and genuinely committed to helping me find an additional night at the hotel. His patience and willingness to assist turned what could have been a very stressful situation into a seamless and comfortable experience. Beyond handling my accommodation needs, Kenyi took the time to share helpful recommendations for nearby shopping, transportation, and getting around the area. It is rare to encounter someone who combines professionalism with such genuine kindness and attentiveness. Kenyi is truly an asset to the Holiday Inn Saugus, and his exceptional customer service deserves to be recognized. Thank you, Kenyi, for making my stay so comfortable and for going the extra mile. Your hospitality made a lasting impression, and I would be very happy to stay here again. Highly recommended!
• AS

  Activities Senior-Center

  Sep 21, 2026
  5.0
  What a lovely property. Simple, yet everything you need is there. CLEAN rooms, nice hot water and super comfortable beds. The location is perfect - out of the busy city area, yet only minutes away from everything, including many shopping areas nearby. The staff and service was exceptional. A special thank you to John at the front desk for his assistance as well as Maddison in sales for her kindness and directions! BEST Holiday Inn Express I've stayed at! If I could give ten (10) stars, I happily would! Thank you Holiday Inn Express Saugus for a great long and relaxing weekend!

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