Holiday Inn Express & Suites North Conway by IHG - North Conway, New Hampshire

Erica D.

Our first room at holiday inn express was awful. We found a dirty old sock, mold throughout the bathroom ceiling with a vent that hasn't been cleaned in forever. Worrying about my children's asthma, I always check the filter in the hotel ac as well as mattress covers on the bed. The mattress covers were nonexistent and was told that's not the company standard and to sanitize mattresses, they use club soda and laundry detergent. We found a sock from another person who stayed in that room before us when my 5 year old came walking over with it. The floors were not vacuumed. There was hair all over the bathroom. The mattress were really old and super uncomfortable. They are also remodeling as well BUT it didn't interfere with the pool, breakfast or anything. The second floor ice machine is gone and the soda machine did not work. There was ice on the first floor though. They have bath mats that go in the tub that should definitely just be done away with. They are old and stained and must be a super pain for housekeeping to keep dealing with. I just stand directly in the shower that i always sanitize myself anyways.

When we went to talk to the front about our room the next day, they upgraded us to the queen suite and did everything they could to help us feel comfortable. As someone who previously managed a hotel, I see the difficulty of being a housekeeper, front desk and manager. You are shortstaffed, overworked and mistakes happen. This new room was cleaned by Cheryl and absolutely immaculate. The bathroom was spotless, vent in AC was clean and although there were no mattress covers, the beds did feel newer. The room was bigger and also had a couch. It wasn't as run down as the last room. It made our stay 100% better. We are very comfortable here now and went from wanting to leave to booking another night!

Housekeeping is very attentive. This is the FIRST hotel I've been to where I didn't have to chase supplies down. They are in here daily to replenish towels, tissues, toilet paper and whatever else we need! They also supply dove shampoo, conditioner and body wash which is a huge plus!

There is a gentleman that works in the breakfast area every morning by the name of Leslie!. He is literally the light of my children's day. They wake up ready to see him and although they get very shy with him sometimes, he makes them so happy! He helped my daughter open her milk when I stepped away to make coffee. When my son spilled ketchup, he ran over to help him with no issues. No matter what he is smiling and always making sure our day starts off right! When were my kids done eating, he came over to grab their plates and said, "Mama is on vacation so we got it ok?" This employee is an absolute gem and this company hopefully understands what an amazing employee they have!!!! When talking about vacation for August my kids said "We have to come here so we can see him again. He is so funny and nice." He also remembers the small details for everyone including when my birthday was! He asked how everything was the day after. With everyone he sees and talks to, I was so surprised he even remembered. He is one of the best!

Jim.

I was cautious about staying here because of recent reviews. But price and location were good. Front desk was efficient and courteous. I checked the room immediately for cleanliness and features. All seemed OK. Upholstered chair is worn and dingy, and bath showed wear and need of updating, but was acceptable. Halls were being painted and lobby was under construction, but breakfast area looked refurbished. All the usual HIX breakfast items were there and well presented. WiFi was consistent. So all in all it was a good experience. We were in a ground floor king room.

Michelle424

We were unaware the hotel was under renovations as it wasn't mentioned at time of booking. It didn't really hinder our stay though.

This hotel looks very tired starting right away with the elevator.

Our room could have been a lot cleaner it didn't appear to be vacuumed well. The furnishings looked "tired" as did the bathroom. The Keurig coffee machine was dust laden. There was a lot of dirt accumulated in the bathroom corners, the bathtub was stained and the blow dryer was broken. Staff promptly brought a replacement.

Surprisingly the beds were comfortable.

Staff was very pleasant to deal with.

Overall, I would not recommend this property, this may be why they are undergoing renovations. It looks very tired.

We have stayed at many other Holiday Inn Express locations and this was the worst we have been at.

Tony

What a great getaway!!! We stayed 1 night to celebrate our wedding anniversary and the hotel staff went above and beyond. We were upgraded to a Suite (very quaint and quiet), they surprised us with a very nice anniversary card and a bucket of chocolates (all kinds of dark and milk, truffles, kisses, Reese’s piece s,, etc). It was amazing. Every time we walked pass the lobby, any staff member would say “happy anniversary “. What a great team of people working and managing this property!!

Heather B.

This place is filthy and absolutely disgusting. I can deal with renovations, but the smell of mildew on the first floor is nauseating. The black MOLD in the jacuzzi tub was the worst part, house keeping was gone for the night, I asked for cleaning supplies to do it myself and was denied so I tried cleaning it with bleach wipes I purchased since we drove 3 hours and rented this specific room for a weekend getaway. Housekeeping came by to "clean" the tub, wiped it with bleach wipes, sprayed another cleaner in it and didn't bother rinsing. No change in the appearance. I was refunded $100 but I don't feel like that is enough. The windows were disgusting and had dead bugs and grime in the tracks, the inch of dust on the cord to the lamp was an inch thick, the toilet paper holder was busted. I didn't bother even trying the pool or breakfast. I've sent multiple emails for a further refund with no reply, called costumer service who did nothing but tell me to call the hotel. I will never give this place my business ever again, even at a different location. Our key cards also stopped working multiple times. Do yourself a favor and don't waste your hard earned money on this place. This isn't even good enough for 1 star but I had to click 1 for this review to even post.

Kelly L.

Great value. The whirl pool is attached to the pool so you can warm up close by to the littles as they swim. Bring your room towel if you go for the last hour, as the towels might be out. Breakfast is simple but good, pancake maker, omelet, scrambled and assorted sausages. Fridge with yogurts and milks, cinnamon buns and cereal. Emily at the desk is super informative and nice.

Nick D.

I booked a jacuzzi room for my wife’s birthday at this hotel and was disappointed with our experience. The hotel was undergoing construction, with exposed drywall and hallways blocked off by plastic sheets. Sand covered the front lobby and every hallway due to foot traffic. Although these issues were inconvenient, I could overlook them.||The real problem occurred when we used the jacuzzi. My wife noticed there was no water pressure; the jets simply moved the water around without any force, massage, or bubbles. We decided to inform the front desk the next day.||The following day, the staff member we spoke to was very kind and attempted to move us to another room, but everything was booked. She advised we mention the issue to a manager upon checking out. She didn’t have champagne glasses but kindly provided more plastic cups and gave us vouchers for a snack and drink. I asked her to leave a note about the jacuzzi to ensure it was documented during our stay.||When checking out, I spoke with another front desk person who was avoidant and unhelpful. I explained the jacuzzi situation and mentioned the note left by the previous staff member. They offered to send maintenance but advised I speak to a manager. They also told me to contact Hopper, as I booked through them, leaving me frustrated by their lack of assistance.||I left without speaking to a manager and contacted Hopper, who tried to reach the hotel manager. As we were still in the parking lot, my wife and I decided to go back inside to resolve things. The staff member at the desk avoided us, and the manager who eventually spoke to us was aggressive. She dismissed my concerns, claiming the jacuzzi worked fine and that our definition of a jacuzzi differed from theirs—calling it a whirlpool or a jetted tub. Regardless, it wasn't functioning as expected, and my wife ended up using the public jacuzzi by the pool.||We weren’t asking for a full refund, just acknowledgement of the issue, but the staff offered only $25, which felt inadequate after our $400 two-day stay. When Hopper called the hotel again, the staff refused to connect them to the manager and hung up. Which the agent said they would personally be putting in a report based on how he was also treated. ||Overall, the situation was poorly handled and blown out of proportion. The disappointing service left a sour note on what was meant to be a fun weekend. I would not recommend this hotel. Instead, consider staying at places like the North Conway Grand Hotel, where I’ve had great experiences with working jacuzzis, clean hallways, and kind staff.

Mairead B.

While the rooms might smell disgusting, and the hotel might be in disarray this North Conway resort and spa is not to be missed. During our stay, we enjoyed strolls to the to the Market Basket and trips to Luxurious Jacuzzi. A short walk to the neighboring McDanks, this hotel is located in the heart of North Conway. And boy, does this hotel have a lot of heart. The man managing the breakfast buffet, make sure that every bite was seared and enjoyed. Cheryl attentively cleaned our room and although there were old hairs located all through throughout the bathtub, we didn't mind. The front desk staff was attentive and lively. And Emily, oh my Emily. I couldn't even think of having a better manager of this holiday inn express. Emily attended to our every need I couldn't have asked for anyone better.If you care about having a nice pleasant smelling room, don't stay here. If you care about making valuable connections with other New Hampshire loving people this place is not to be missed. Thank you, Holiday Inn express and suites. We enjoyed our stay for the most part and will be back again.