Holiday Inn Express & Suites Waterville - North by IHG

Reviews

• SL

  Stephanie Limeburner

  5 days ago
  1.0
  I have never been more disappointed or frustrated with a hotel reservation. I booked and paid for a room for my daughter and son-in-law for their wedding night. This was not a last-minute reservation or an unexpected request. It was booked ahead of time specifically so they would have a place to stay after their wedding. Then, on the evening of their wedding, we were informed that the hotel would not honor the reservation because of a stipulation stating that you cannot live within 30 miles of the hotel or rent a room there. Let me be very clear: if this is your policy, it should be disclosed BEFORE you accept someone's reservation and payment—not on the evening they are supposed to check in. Had this restriction been made known to me when I booked the room, I would have simply made other arrangements. Instead, your lack of communication put us in the position of scrambling to find a room for a newly married couple on their wedding night. We were told that someone from the hotel had attempted to call me to inform me that the reservation had been cancelled. I had absolutely no missed call, voicemail, or message from the hotel. If you are going to cancel someone's reservation—especially one made for such an important occasion—you have an obligation to make a reasonable effort to ensure the customer actually receives that information. This could have turned into an absolute catastrophe. Imagine having your daughter's wedding, celebrating all day, and then finding out at the last minute that the room you specifically reserved and paid for doesn't exist anymore. That is completely unacceptable. Thankfully, Fireside Inn and Suites came through for us when we needed them. They had a room available, treated us with kindness, and provided the newlyweds with a beautiful place to spend their first night as husband and wife. They saved what could have been an incredibly stressful and disappointing ending to an otherwise beautiful wedding day, and for that, we are extremely grateful. Policies are one thing. Failing to disclose those policies until the very last minute is another. A customer should never have to discover a hotel's restrictions after making a reservation and counting on that reservation being honored. This was their wedding night, and your failure to communicate turned what should have been a worry-free evening into a frantic search for somewhere for them to stay. I sincerely hope management takes a hard look at how reservations and cancellation policies are communicated to customers. No one should have to experience this, especially on one of the most important nights of their life.
• RT

  R T

  Sep 4, 2026
  1.0
  The room I was put in had a bed bug crawl across the top of the bed. Thank goodness it happened before falling asleep. They did move me rooms but questioned my inegrity on what I said.
• HM

  hansi Maron

  Aug 26, 2026
  5.0
  Friendly staff and good rooms. I spend the night there on a business trip and even was able to meet a representative in the main „Lobby“. Slept great and can recommend the Hotel.
• VA

  Veronica Arroyo

  Aug 23, 2026
  5.0
  August 23, 2026... This Hotel Is a Gem!!! Super Clean, comfy beds and great breackfast. The hotel seems to hace an incredible crew... I heard the planning the cleaning, cleaning the doors, the lady taking care of the breackfast area was on it apl the time. This has been probably my BEST esperience on a Holiday Inn Express... Thank you to thr hotrl team!!!
• RM

  Roger Mayers

  Aug 19, 2026
  5.0
  My wife and I stayed one night at the Holiday Inn Express as we needed a stop over on the last leg of our lengthy road trip. The reception staff were very friendly and thorough. We were very impressed with our room as it was spacious and clean. The bed was very comfortable as well. Breakfast really impressed us. First and foremost the coffee was good, with several milk choices. There were several food choices. The scrambled eggs and sausages which is what we had was really good. Yogurt and fruit were fresh and quality. We only stayed one night but left feeling refreshed and ready for the final leg of our road trip. Thank you Holiday Inn Express.