Holiday Inn Express & Suites Niagara Falls, an IHG Hotel — Hotel in City of Niagara Falls

During my recent four-night stay at the Holiday Inn Express & Suites in Niagara Falls, NY, I experienced a mix of commendable customer service and significant shortcomings in accommodations and facilities.

Starting on a positive note, I must commend the front desk staff for their exceptional efforts in addressing the issues we encountered. They were courteous, responsive, and efficient in resolving immediate concerns, such as relocating us to a new room. Additionally, the complimentary breakfast was well-prepared and a highlight of the stay, offering a pleasant start to each morning.

Unfortunately, these positives were overshadowed by numerous issues that affected the overall experience. Upon check-in, the first assigned room was unsafe, with torn carpet exposing rusty tack strips, posing a severe hazard. This room was immediately put out of service, and while the front desk quickly moved us to a new room, the replacement was not much better. The suite showed signs of neglect, with damaged walls, unusable, worn-out furniture that appeared decades old, mold in the bathroom, and an inconsistent water temperature in the shower, making it unsafe.

Additional concerns in the room included a significant gap under the door to the hallway, large enough to let in light and potentially other unwanted elements. We had to improvise with a sheet to block it, which was not a satisfactory solution. Furthermore, the TVs were difficult to operate due to inconsistencies between the printed guide, the on-screen guide, and actual channel listings.

The condition of the shared facilities further compounded the disappointment. The pool was closed for maintenance, which was not disclosed on the website at the time of booking. Torn carpeting exposing tack strips was also evident in the lobby, creating hazards in public spaces. The sidewalks leading to handicap parking spaces were left unshoveled and unsalted until I requested action at noon. Additionally, one of the two elevators was out of service, and by the third day, the only functioning elevator began malfunctioning, prompting my family to use the stairs for safety.

Noise levels in the hotel were another significant issue. Despite the designated quiet hours from 10 p.m. to 8 a.m., day laborers staying at the hotel frequently made excessive noise in the hallways, waking us around 5:30–6 a.m. each morning.

In summary, while the front desk staff and breakfast were commendable, the overall condition of the property and failure to address critical safety, maintenance, and comfort standards left much to be desired. I am rating this stay 2 out of 5 stars: one star for the excellent front desk service and one star for the quality of the breakfast. Significant improvements are needed to bring this property in line with the standards typically expected from a Holiday Inn...

This place has its pros and cons. I'll start with the Pros.

Good location.

Amazing breakfast.

Hot HOT water when you take a shower or use a sink.

Microwave and refrigerator in the room.

Pretty quiet at night.

Staff is very friendly and helpful.

Beds are ok. Pillows are hit or miss, I had no issues but the wife was struggling.

CONS

You have to pay for parking... $10 a night.

Rooms were dated

Wifi was spotty at best

TVs did not allow for casting, even though they said they did and were NOT connected to the Internet. So I could not stream Netflix or YouTube, and the settings for the TV were locked out with no way to fix it or bypass it to fix it.

We were on the second floor of this hotel, and checking the room before unloading into it, we found bed bugs... Not on the bed but on the FLOOR next to the bed, Pictures attached, we were moved to the 3rd floor, and swept this room and found none. We also noticed that floors 1 and 3 had stickers on the doors for a pest control company that I guess regularly sprays and clears the rooms. The second floor did not have any of these stickers on their doors so I can only assume that this floor is not regularly taken care of.

There were roaches hiding in the power outlets from the walls, they were not very active and we did not keep any food out for them to get into, so while we saw only two, they kept their distance but I would occasionally see their antenna sticking out of the grounding socket plug. Basically fill the plugs to keep them out.

The AC needs some updating, it made the room warm easily (it was winter) but when it came time to sleep, it really struggled to cool the room.

Weird stains on the lamp shades, and curtains, looked like cigarette yellowing and blood smears (signs of bed bugs) while all rooms are non smoking, it looks like they never replaced any of the lamp shades once they made all rooms non smoking.

Bathroom was pretty clean, one power socket was not working, I saw a roach crawl into it so probably why. The shower was clean at least. And the toilet has like a POWER flush that will wake the dead. So its good that everything goes down but it woke my wife a few times.

Overall it's ok, probably wouldn't book here again until they have a major overhaul and update to ALL the rooms, and have pest control for EVERY floor and TVs actually connected to...

Absolutely one of the best hotels my husband and I have stayed at, I believe we have already stayed at this hotel about 7-8 times. We just came home from our 5 day stay there. My husband and I go away frequently and in the last few years have stayed at about 10 different hotels a year until we discovered this gem of a hotel. The front desk lady Lysette is amazing, always smiling and helpful as is the rest of the staff there. Bobby is the breakfast/ kitchen manager he is very friendly, approachable, funny person. One of the reasons we love this hotel is the breakfast you get here. The breakfast spread has just about anything you could want apples, bananas, yogurt, muffins, toast, bagels, porridge juice, milk, tea and coffee, you even get eggs, bacon or sausage, biscuits with sausage gravy, nice warm cinnamon rolls. This breakfast is a totally great way to start your day, I usually don't eat breakfast but I do eat it every time I'm at this hotel. All of the staff here work their butts off to ensure guests have a pleasant experience, they bend over backwards in attempt to please all guests and satisfy and and all guests requests from the smallest to the biggest. They are always helpful in recommending great restaurants to eat at, good local shopping, things to do. As I have stayed in many rooms I will address this too, all rooms are nice and cozy, my room has always been spotlessly clean, the beds are comfy, soft clean linens, really nice pillows and the towels are nice too. There bathrooms are well stocked with dove shampoos, conditioners and body wash we we fell in love with, they always offer more if you need it and one great thing is they put signs in the bathroom telling you if you forgot something at home they have extras you can ask them for. The rooms match the pictures shown on the website. The entire hotel from grounds, to lobby, breakfast area are clean. This hotel is well run by staff and management you can tell they enjoy their jobs there, I have personally witnessed everyone of the team hustle to make guests happy. It is our home away from home, a pure delight to visit anytime we can a joyful, quiet, relaxing getaway everytime. Keep up all the great work guys, I'm already looking forward to our next...