Holiday Inn Express Grand Island - Niagara Falls, an IHG Hotel in Grand Island
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Grand Island, Erie County, New York, US
Best hotel Ive ever been at!! The breakfast was wonderful!! Management were very friendly. And I would recommend this hotel to many people! And if your friends ask for a nice hotel to stay at, I would recommend this hotel! You will have a wonderful time!
The guy who checked us in was awesome. Very, very helpful and friendly. The girl at the restaurant upstairs was rude and seemed annoyed at taking our order. Shes the reason I didnt give a 5 star. Great location and decent breakfast, the breakfast staff wasnt the friendliest either.
We have always had a great stay at this Holiday Inn. The staff attend to every detail and the place is immaculate. I wish all Holiday Inns had the room size and comforts that this one does. We will definitely stay here again and highly recommend it to others who might be looking for a place to stay on Grand Island.
They remodeled the rooms but whoever the contractor was did a horrible job. The knob and face plate fell off the shower. And the thermostat in the room is only adjustable to a certain point making it extremely cold.
This Holiday Inn is a good place to rest. However, the room cleaning wasnt done after my first night. The location is good for Niagara fall visiting.
We had a great experience. Staff was great and we loved our room. Good price and minutes from the falls.
Our neighbors were SUPER LOUD, the staff was not equipped for the people that were there! My mom asked for hot water and the staff said they COULDN’T GIVE IT TO HER! Also the pool was overcrowded! WE WILL NEVER COME BACK HERE AGAIN!
It was one of the best hotels we ever stayed in. the people where very helpful . And the breakfast was amazing.
Great place to stay close to Niagara Falls. Breakfast was awesome and very filling. Plenty of food!!
I had a wonderful experience at the (HNG). Every staff member I encountered, from the valet to the check- in to the cleaning staff were delightful and eager to help!..I have stayed at dozen of hotels..This was on the top of the list of best stays/experiences ever. Staff was very hospitable and there for every need of mine. I had a great experience with the (holiday inn grand island); staff was incredibly helpful, and the amenities were great. The room was wonderful, clean, and perfect to celebrate a birthday weekend. Will recommend to my colleagues..Thank you so much overall
From the second we checked in we were greeted with a smile. Emma at the front desk was extremely kind and such a nice start to our stay! The rooms are spacious and clean! The beds are very comfortable, including the sofa bed. When we did check in, we did have to wait in towels (this is a common problem we notice with many hotels especially during busy seasons), housekeeping was amazing! We had towels in no time! Due to Covid we understood that breakfast was a grab and go. We do miss our hot breakfast as a family but we understand and the selection was decent. The pool is nice and clean, our kids really enjoyed it. And the workout room was also nice and clean. We did have to turn off the A/C a few times to allow the carpet around it to dry. But other than that, everything was wonderful and we enjoyed our stay very much. Also if you are visiting the falls you will have to cross a bridge which requires a small toll.
I understand hotels are constructed fast and cheap but the lack of attention to detail on this location is pretty obvious.... Did nobody inspect this place!? The glass shower door doesnt close cause it doesnt fit. They didnt even bother taking the construction labels off. The sink countertop has a half inch gap from the wall. Seriously!? How can nobody notice that!? The first room i was given had a broken thermostat n they moved me but never replaced the thermostat so the next guest gets screwed too. My second room had a toxic level of Febreeze sprayed in it... I could TASTE IT IN THE AIR it was so thick. I noticed a can of it at the front desk n smelled n tasted it throughout the hotel.... They have a seriously warped obsession with Febreeze! Breakfast could be better. I enjoyed the hash brown patties although the eggs were made in an odd way and the sausage was undercooked. I was disappointed they only spread salt on the ice just outside the front door and nowhere in the parking lot or very long driveway... I slipped twice. This location needs a lot of improvement.
Very clean and comfortable. The staff was really friendly and the breakfast was always hot and a very nice selection. Elvis is the hotel manager and he is amazing
We chose this hotel based on the proximity to the falls and the price. We were pleasantly surprised, the staff was wonderful, the breakfast was the best since the pandemic began, and the overall experience was delightful. We did attempt to eat at the rooftop Bistro, unfortunately the staffing level was only one bartender who also served as the cook and waitress. We ended up going elsewhere. The Bistro looked like it has the potential to be an excellent hotel dining option with proper staffing.
This hotel stay exceeded my expectations ! Holiday Inn was traditionally a value hotel when we traveled as a family. This hotel had wonderful accommodations. They spared no expense on mattress and bedding comfort. There was a refrigerator and microwave in the room to unload the drinks from the travel cooler in the car.The room was spotless and Covid compliant. There were paper cups covered in plastic wrap for coffee in the room, and breakfast contained individually-wrapped options to provide an alternative to buffet style service . The only downside - you have to leave your family pet home ! The hotel came up on many google searches as pet-friendly; however, the fine print within the amenities states that service animals were accepted., but not pets. Be sure to read the fine print and not trust the advertising !
Just out of the city with restaurants close by. Hotel was modern and appealing. Staff was friendly and helpful.Provided breakfast was superb.Free parking, no pets.Great price for a family room with the mentioned amenities.Pool wasnt available when we were there.We would stay again.
Newer property just 12 minutes from the Canadian border.Massive rooms. The location is in the middle of nowhere but just within minutes drive away from restaurants, attractions and the outlet mall.Check-in experience was very quick and efficient as everything was ready for me when I got to the counter.Although my membership status was not acknowledged, the welcome amenity points were deposited to my account promptly.Will stay here again when I’m back in the area.
Clean, comfortable, convenient. Night staff really great, day staff pleasant and professional. We came in late at night, road weary from a cross country driving trip, and were able to get up to our room quickly after booking through a website less than 10 minutes prior to arrival. Excellent customer service. Elvis and staff rocks!
Beautiful newer hotel not far from the falls and local attractions. Room was perfect except for cleaning personnel missed some facial trimming from previous guest in bathroom sink. This small thing was the only complaint about the room. Very big hotel, great amenities. Rooftop bar and grill, bar is a little small and stays busy. Pizza was very good. Overall a great experience. Would stay here again!
After a long day driving it was lovely pulling up and having an effortless check in. Probably the smoothest and most expedient check in I have had in my lifetime. The room had all that we expected with a variety of items for breakfast. We did have the opportunity to relax on the rooftop lounge area and listened to great music.
Only positive points of my stay were the beds were comfortable and breakfast was ok. Some staff were rude and not friendly. Mold was in the shower. Air conditioner stopped working in the middle of the night. Some of my room’s electrical outlets worked, and others did not work or the plug wouldn’t stay in the wall. Don’t bother going to the restaurant attached to hotel called Burrata Rooftop Bistro. We went to this restaurant at 8:30pm (they close at midnight) and we had to approach staff to ask to be served after waiting at least 10 minutes, they had no food and oven was off already, they had very limited drinks. I would not stay here next time I visit Niagara Falls, it wasn’t worth my money.
Overall the hotel was good. The little things left something to be desired but I would definitely stay here again in the future. The service was ok, the breakfast was not good nor the coffee. The room was spacious as well as the bathroom. Everything seemed to be clean and there were nice areas for our group to gather and relax. The pool area was nice but missing towels. The patio area was great for our group and the rooftop restaurant was a nice hidden gem.
Beautiful hotel, Live music on the roof top patio / bar.Overall clean, but did find cereal on the floor that was not vacuumed from previous guest. Everything else was very clean. Front desk staff could have been friendlier and welcoming.
Room was clean, but our good experience stopped there. The gentleman at check-in had difficulty locating our reservation and took a very long time to check us in. The room was very clean and bed was comfortable. We liked having a choice in soft or firm pillows on the bed. The parking lot was confusing with very little signs. The breakfast bar was a big disappointment. The eggs were over cooked and hard. No milk was in the cooler along with several other empty areas. We choose Holiday Inn when we travel for the breakfast, but this was not a good experience.
We stayed here for a little league baseball tournament and really have no real complaints other than our room being a little dirty at check in (mainly the floor). In the hotel’s defense, we didn’t bother saying anything. However, another knock that limited our score was the limited breakfast food options and the pool hours (closes at 8). Some real positives were the size of the room, the comfy beds, and it’s location. The roof top bar and open seating area were also great.
As a Spire member with 100’s of HIE stays I have to say this stay wasn’t great. We stayed here for 2 days for a fishing trip. The property is beautiful. We were surprised to see that it had a bistro and bar. The girl who checked us in was nice and efficient. The room was very clean. The smallest issue was that the USB ports in our room did not work properly for charging nor did the phone in the room. The biggest issue was breakfast. Breakfast was to be served at 630 and was a large reason for us to stay. We needed to leave by 7 am for our charter. They never had hot food up before 7 and only a small amount of the items even then. Cereal was never served because they didn’t have milk!! When I mentioned how displeased I was to the manager who was in the breakfast area he gestured that breakfast items were available just not the hot items. Very non customer friendly for sure. Most condescending behavior I’ve encountered at an IHG property.
Very nice place, king suite is very spacious. Front desk receptionist went above and beyond. Will return when visiting the grand island/Niagara falls area.
Still within driving distance to Niagara Falls, this was a very pleasant hotel. Rooms spacious, clean, and comfortable. Check in and check out services were seamless. A bit noisy with young families staying at the hotel at the same time. Unfortunately, the children’s voices could be heard through the walls I. The evening and early morning. We were given a room right off the lobby which was great for unloading and loading the car with our gear.
Pulling into the parking noticed several people (guess & employees) hanging out & smoking near the entrance of this hotel. The parking lot had trash all over it and we had to pay to park here overnight?... yes we did! Against my better judgement entered the hotel & met with what was an unpleasant order. And there again were people crowded around d the elevators. Proceeding to the front desk to check in we did find the young lady at the counter to be friendly and helpful. Then went to room to find it substandard for an IHG. The hotel is 30 + yrs. old and it showed it too. Then came all the fun. Found the clock radio/alarm broken and unplugged. The coffee maker was also unplugged and to use it I had to move a heavy dresser to plug it in and found used Kleenex behind the dresser. At this point I should have left but didn’t. Moving on we found the toilet not flushing proper and requested a plunger from the front desk. After a second call and several minutes a knock on the door and an employee handed the me plunger, turn and said as he was walking away bidding me a good evening. A fair nights sleep after getting the toilet working proper. Thankfully woke knowing this visit was over but nope, they got us again by being out of “Grab & Go Breakfast” at 8:00 am. All this made the trip to Niagara Falls a rather unpleasant experience.
The modern rooms are what made me change my reservation from another hotel in downtown Niagara. When we arrived, the parking lot was empty and we had been very happy that we chose this hotel. The breakfast hadnt been great because of covid. No cereal. No oatmeal. 1 Bagel left. All they had was cinnamon rolls. The island had nothing much to it, if you wanted good food you had to go find it.
As an IHG rewards club member we are able to set preference prior to our stay at ANY Holiday Inn Express. Unfortunately this means nothing to the operator of this location. Requested to be away from the elevator as we are light sleepers. Our room was right next to elevator which led to the rooftop bar. Requested extra pillows as my husband snores. None to be had. Room was not cleaned as in dirt on the floor just inside door and in bathroom. All issues brought to the attention of staff and told nothing could be done about anything. Breakfast was habitually late and cold. When checking out we requeted a receipt and was told we didnt need one. Only positive was price. Will never stay here again.
Nice hotel. Rooms are nice and clean, beds are comfortable. Nice size refrigerator in the room. Bathroom clean and updated. Remotely located and quiet away from the falls. Very close to the bike trail that outlines the island. Bring your bikes! Although breakfast was terrible. Not at all as the pictures describe. Muffins, bagels, yogurt, orange, and freaking microwavable Hot pockets. Free breakfast every morning was a main reason I booked this hotel. Pool is also real small.
This hotel is conveniently located for our family vacation to Niagara Falls. Be aware that traveling to the Falls and other activities will require driving on a toll road each time. The hotel is between Downtown Buffalo and Niagara Falls so works out well if you have plans to visit each area. Hotel staff was not very helpful or pleasant. We had a pull out bed that staff did not want to get us bedding for. We had to remove clean linen from the cleaning service cart. The room was clean. As others have stated, breakfast was limited and not sure why. We believe staffing /money because another Holiday Inn that we stayed at during the trip in the same state had full breakfast.
We were very comfortable and our room was very clean. The lobby and public areas were well kept. I would have liked the pool opened longer. The continental breakfast was sufficient but there was no milk. The staff was friendly and professional. We would stay here again if in the area and I will recommend to family and friends. Very convenient to visiting Niagara Falls!
Rooms were good and clean. Great location (few miles drive from falls). Biggest turn off was the one gentlemen (receptionist) at the front (There are multiple of them, except one others were good). Very unfriendly and least cared for the customers and breakfast sucked!
Very clean and spacious and friendly staff, especially Samantha. One of the best place to stay at Niagara.
Front desk Staff was very friendly. I requested a nice and quiet room and she gave me one. Biggest disappointment was breakfast. It was continental cold breakfast with not good choices. Very cheap. For a room which is almost 200 a night, I expect a bit more. Its not a choice hotel its IHG. Secondly, after requesting 3 times for towels and soap, we finally got towels and no soap was given. They have these soap bottles, which are locked and get refilled. Guess housekeeping is not keeping up with it. Anyhow they have a nice rooftop restaurant which is bit pricey but good ambiance. Drivable distance from area attractions like Niagara Falls, which was nice.
One of the worst stays in a hotel in my recent travels. And I travel a lot.There were lot of issues. Lot of flies in the room. Old wobbly toilet. Front desk nameless guy(most likely the owner) was just not cut out to be in the hospitality business. Room was big but carpets were dirty, not enough lighting to be able to see at night. Bedsheet had stains. Though they moved us to a different room, which was much better, but still the floors/carpets were stained, the pillows had weird curry smell which was disgusting as I like to eat food, not smell it on my bedding. To make matters worse-Somebody had set their alarm for 4am- thus waking us up and our two little kids. When I tried to turn off the alarm, it was covered with the same greasy smell that was on the pillows. What a circus!So if I were Sherlock Holmes, I would deduct that someone brought their food to this room, ate on the bed, and tried setting up the alarm with their greasy hands. ;)No other restaurants nearby. Their rooftop restaurant is very much like the hotel. Just bought something to drink for the kids, they only took a sip and it was yucky. Additionally, lets not even talk about the breakfast thats included. Not worth over $200 that they charged me. May be worth $30 dumpy motel room, tops!
Very nice clean room. Friendly staff, Roof top restaurant is a nice touch but $11 for a kitty cocktail is rip off.. Continental breakfast was so so. Cud do better no everyone eats eggs with ham. No bread only bagels :(
This is a great hotel if you are visiting the island. It is right off the freeway and is very large and easy to find. The staff is wonderful. Very helpful and friendly. The facilities and rooms are very nice and very clean. There is a newly added Bistro and bar with outdoor lounge and firepits that is a very nice addition. Breakfast is very limited due to covid restrictions but they have done a good job with what they can offer.
Excellent hotel. Close to many attractions, restaurants and shopping. Clean rooms. Great pool for the kids, warm and clean. Most importantly, exceptional staff. They were all very helpful and kind, especially Elvis. We stayed for two weeks and he made us feel at home. We were sad to leave!
My best friend and I stayed at this hotel for 1 night. We were originally scheduled to stay 2 nights; however, we checked out early. When we checked in our first room had a bad odor and the beds didn’t look clean. The checkin staff was super nice and she changed rooms fir us. The young lady even walked with us to the new room to make sure it was clean. At first sight it was clean so we accepted the room. Later that evening we ate at the on-site restaurant. The food was horrible and the staff was very nice. The pizza wasn’t throughly cooked. Well the next day we decided to visit Niagara Falls which is about 8 miles away. Before leave we decided to make our beds and clean up the room. When my best friend pulled back her sheets to straighten them out there was a HUGE urine stain right in the middle. I immediately called the front desk and again the attendant was very nice. I explained the situation and the manager didn’t charge me for checking out early and he refunded some of the fee from the first night.
Our stay was lovely. Room was spacious and clean. Great part of town and very easy to navigate to Niagara Falls from the hotel. Approx 5-10 min away.
Chose this hotel because of location, price, previous experience staying at other Holiday Inn Express hotels, guest laundry facilities, hot breakfast - especially the hot, yummy cinnamon rolls. It was quiet, the bed was comfortable, and the room spacious. Would definitely return to this hotel when in the area.
Newer property just 12 minutes from the Canadian border.Massive rooms. The location is in the middle of nowhere but just within minutes drive away from restaurants, attractions and the outlet mall.Check-in experience was very quick and efficient as everything was ready for me when I got to the counter.Will stay here again when I’m back in the area.
Absolutely no respect towards guests,Staff was completely rude and racist towards me and my family. They basically kicked us out when we had already booked and payed for 2 suits a few weeks in advanced. They did not try to help or resolves what ever issue they say they had. When we asked for a manager She basically say there is no manager so I cant help you get out of my property, bye leave now like what kind of costumer services is that.?? I do not recommend this hotel at all, if you can avoid staying here!
Overall is goodBuilding customer loyalty is important to any hotel’s success, and yet in today’s competitive market loyalty is becoming harder and harder to maintain. That’s why it’s so important for hoteliers to focus on strategies that recognize and reward repeat guests. While loyalty programs are a great approach it’s important to consider how you design your program. Many loyalty programs offer a free night or a discounted stay after a certain number of points are accrued.
Great value for the rooms - clean, spacious, and comfortable. Staff is friendly. Phones don’t get answered though if you call. Great experience, but I’ve noticed my credit card has been charged rogue amounts after I’ve checked out and can never reach anyone when I call…
I recently stayed at the holiday inn express in GRAND ISLES niagara falls, ny. It was awful. 3/4 of the Staff I encountered was rude. ( there was one nice person through the night on friday night) 1. My room fid not have a remote control for the tv. Desk told me to come get one. 2. Keurig coffee in the room tasted of burned plastic. I even bought bottled water from downstairs but it did not help. 3. My room was very loud. Not only because I could hear people in the hallway, but I could hear my neighbor, not only talking, but snoring both nights. Wow. Very thin walls! 4. No way to darken the room as the light from the hall came in about an inch under the door. 5. The bed was most uncomfortable. 6. The shower was dirty around the bottom.
The breakfast that they claim to have is very bare and not always guaranteed. We stayed for four nights and four days and only two of one of those morning had a decent breakfast. The hotel also had our room have a 5AM wake up call that we did NOT ask for. We informed the front desk the first time it happened and then it continued for two more days! No competition was given or offer to find out what was wrong, only “sorry, we don’t know how that happened?”. Overall the staff was very flippant, and did not seem to care in the slightest on how their guest’ stays were.
Very clean, breakfast is good, staff last night were very accommodating and nice. Everything was great and wonderful and deserved 5stars until a staff knock at our door so loud this morning around 9am and shouted “You’re leaving at 11 right?” Nobody does that in every hotels we previously stayed at!!!!!! Then someone called on our room telephone at 9:30 and 9:45 but didn’t talk, probably just checking if we are still in our room. Annoying, very annoying!!! I spoke to the frontdesk and the guy denied the calls made but will check the video at the hallway at 9am. But no apology , doesn’t care at all! I deleted my 5star review yesterday because of that!
Room we were given was first floor opposite an elevator bank, bad location. View from window was another wing of building, not attractive. Room was dark with not much light from window. Bathroom was dark with only mirror light and shower light, insufficient. One beside light had no bulb in it. It took a couple of trips to front desk to correct. Cook did not show up for breakfast. Only cold items were available and small selection of that. No restaurant nearby. We stayed at 5 Holiday Inns on this trip and this was the worst.
Everything was good here except for the price and the breakfast.Better pricing through other websites than being a member and using IHG app, which is very odd.Breakfast was terrible in that there was not much choice. A microwave hot pocket breakfast, only plain bagel, blueberry muffins, or oatmeal and that was about it. Much worse than their usual breakfast.Room was nice and clean with no problems.The stay was very quiet.
Wow just an amazing place to visit if you are in the Niagara Falls, Grand Island area, very family and fun oriented. Nice big clean rooms, perfect size swimming 🏊♀️ pool, nice restaurant with brick oven pizza, and an amazing outside roof for live bands or other events. This place is just so nice.
I took my daughter to see Niagara Falls and the hotel was very close to all of the sites. The hotel rooms are extra large and it is very quiet. The pool is heated but there is no jacuzzi which I really missed. But overall I would highly recommend staying at the Holiday Inn Express.
Hotel has a lot to offer with the roof top bar and the pool. Just need to keep up on the maintenance of the rooms and cleaning of the carpets. More parking around the hotel would be nice for guests and expanding for your commercial trucks and people traveling with trailers to be able to park. There’s plenty of room. Have your delivery trucks go around back to unload and no at your front door entrance!
I organized a trip to Niagara Falls for 14 family members, everyone loved the hotel, it was renovated, clean, quiet, many members of the group liked the fact that the pool was heated, and that the health spa had read weights and exercise equipment. The front desk staff was friendly and accommodating, the experience overall was great.
By far the most amazing customer service experience ever! The front desk gentleman, Elvis made our stay top notch. He went out of his way to make our stay as enjoyable as possible. I wont stay anywhere else while in the area again!
I can say that the ros are spacious and the manager seems very good at his job. The check-in lady was an immediate dislike on our trip to niagara. The breakfast was the worse I ever had in a holiday inn or hotel peroid, some motels actually have had better. The cost was more than normal guessing do to the location. I will not stay here again and it may just have turned me away from the chain which was my number one choice.
Front desk staff was on his cellphone all the time with his friend while checking us in. Rooms were like a cheap motel. I would have paid a lot less and rented a cheap motel for the service I got from this place. I’ve a picture from when we first entered the room, It was dirty and filthy. They said they cant move us to another room coz the hotel was fully booked.
I have always stayed at the stay bridge in Amherst but it was all booked up so I decided to treat the girlfriend and stay at a fancy place on the island. Bad idea! We have been camping for over a week and we wanted to stay somewhere with a washer and dryer so I called and they said yep we have that. Ok great I made the reservation. We arrived all was good then we went to do laundry and the dryer was broken. Ok we can deal with that, time to take a shower and relax, we’ll no soap or shampoo… now I’m getting fed up because I have stayed at many holiday inns and this is not how they are. Any ways I when to the front desk and rang the bell to ask for more soap and nobody showed up. Came back 15 minutes later still nothing. Any how I did get some in the morning. Then all we wanted for breakfast was a cup of coffee and it was empty. Just a bad experience for me. I will still stay at holiday inns but I can’t see my self going back to this one.
The staff was amazing, the breakfast was great, little details like the pillowcase saying if the pillow was soft or firm to offering toiletries free of charge if you forgot your own.This place was awesome!!!
Nice and clean. Rooms were spacious and well kept. The staff was friendly and consistent. About 10 minutes from the falls. Nice location if you dont want to be on top of a lot of people and want to retreat to a nice quiet place to rest and relax.. No complaints.
The hotel is newer so nothing was rundown, but neither was is luxurious. Free breakfast is always a plus- the food quality was just ok but was certainly adequate. More choices and some fresh fruit would go a long way. Room was clean and comfortable with nice lighting and plenty of pillows. The pool was lovely and warm, though a bit out of the way. There were no towels in the pool area however, and it took the staff a very long time to bring some towels down for us. Its not the place to go if youre looking for luxury, but it is a very good 2 to 3 star hotel - one of the better ones in the area.
Overall, we were very pleased with our week-long stay. We were a little surprised room service (bed-making, emptying of trash, and restocking TP) didnt continue after the first two nights, although when we asked for a roll of TP and a few clean towels, we received them. There wasnt a notice about retaining the same towels for the entirety of our stay or that our beds wouldnt be made each day, and trash wouldnt be emptied, so we were a little surprised each evening when we returned to our room that housekeeping hadnt been by. Our room, halls, and main entrance were well-kept and clean. Heat, TV/remote worked fine. Water pressure in shower was quite weak/soft, but water was hot. We were surprised, too, that the night manager, although very nice/friendly/accommodating, did not wear a face mask; the concern was not knowing if he had COVID and sneezed/coughed just prior to us walking in the same entrance area (first floor) where he spent his time. The two day-time ladies we saw always had masks on. Id recommend this hotel (built just two years ago) if in the Niagara Falls/Buffalo area; we have family on the island, so this location was very convenient for our family.
This HIE is secluded. Presently, there are no other businesses around it. After turning off of Long Rd., you travel a lengthy driveway to reach the building. The hotel was nice enough. We stayed in a King room with a pull-out sofa. The room was large-ish. The bathroom was ample with a lit mirror and sliding shower doors. There were no problems with water pressure or temperature.Amenities- the hotel has an indoor pool. There is a gym with a bike, treadmill, and free weights. There is a coin-operated laundry onsite. Lastly, there is a rooftop area with seating, but it is closed to guests unless there is an event. There were events planned for Wednesday, Thursday, and Saturday during our stay. At least one event featured live music.The biggest disappointment with our stay was the unavailability of cleaning services during our stay. Trash and towels had to be left in the hallway. One day, we had trouble getting clean towels because they were not ready until the afternoon. I understand that the hotel industry is experiencing some of the same qualms as the restaurant industry. Staffing is sparse. With this hotel, you will pay for lodging that does not include much of a service component.
I had booked a room with balcony but didn’t get one. I asked front desk to change the room but the lady seemed annoyed and said nothing was available. Then I asked if there was a price difference the lady was defensive & dismissive and said it’s “only a $5 difference”. I don’t care if it cost 1 cent, that’s not a good customer service. I would never recommend this place to anyone based on their hospitality.
Overall, my stay was wonderful. The check in was easy and quick. The room was private, quiet and clean. There was a lightbulb out in the lounge area of the suite But I didn’t alert anyone as I didn’t want anyone entering the room After I occupied it. The bathroom was mostly clean except for a long hair in the shower area and an earring back was found in the room On the floor so maybe a better inspection process could be implemented.
My stay was good. The room was clean, comfortable and well put together. I accidentally left a bag in the bathroom and was notified by phone. They kept my bag behind the desk until I made my way back through the following week. Well done. The negatives were few. I was not recognized as an IHG member. The man at the front desk was on a personal phone call during part of the check-in process. His call was on speaker-phone. There were only two bath towels in the bathroom. Our traveling party had five people in two rooms.
Absolutely awful service. I don’t often write reviews however this was the most rude and unaccommodating service I have ever experienced at a hotel. Wedding had blocked 15 rooms, then when guests tried to call to book a room in the block we found out they set it up as a booking not a block. Once that was resolved, people calling the hotel to book one of the rooms at the blocked price could not get through to anyone at the desk for days on end during any business hours. Once through, the desk hung up on two different family members. Other hotels near the reception hall were booked or we would have changed reservations. Called the main customer service line requesting a manager, did not receive a call back sent an email to the hotel requesting a manager call, did not receive a call back. Attempted to call to verify reservations and again could not get a hold of the hotel. Upon arrival it was politely explained that the hotel was not answering phones or emails and the front desk manager was extremely rude. We asked for them to honor the blocked rate for the confusion and was flat out told no. Was asked for any courtesy due to the frustration, was flat out told no. Asked to have the name of the regional manager and they would only state “mattie”. Upon checkin was charged more than what I was told the price was (booked over phone). $460 for two nights at the Holiday Inn Express and I would have gladly spent double that to get out of this nightmare or rudeness if any other places newrby had a room for us open. Dont say here.
Large room. Comfortable. Nice location. Modern light fixtures and nice lighting. Empty hair conditioner and body wash containers, but shampoo container was filled. Could have used a second soap bar for the 2 person party.
We stayed at this hotel for two nights while attending a wedding. Bride’s family booked suite in advance and most out of state guests stayed here. Upon arrival, we were told our room was not ready. After a 7hr flight, the least someone wants to do is wait. Front desk personnel could be trained to be more welcoming.Lobby area lacked hand sanitizer (stations were empty). We stayed here for two days and they were never filled. Rooms did not have drinking water making it impossible to enjoy a cup of coffee/tea. There was no drinking water in the whole hotel. Breakfast fountains were off and only option was to purchase at lobby area. Breakfast was the worst experience we’ve ever had. No healthy options available. No stations were up and running (waffle/pancakes). Due to COVID, hotel could do better in providing a good meal still maintaining separation guidelines.Overall, this hotel could benefit from quality control as this would provide a better and more convenient stay to guests.
Your room doesnt get cleaned, your trash doesnt get emptied daily nor the TP gets replenish. Rooms do not have a bottle of water like most hotels and if you go to get one at the reception, its $2.75.Breakfast supposed to be open till 9:30 but doors close at 9:25 food variety its poor.
Hotel was clean and well kept. It was easy to access and good value. I do think it was slightly understaffed as they have the front desk person doing a lot so you have to ring the bell to get service. I was also disappointed that the continental breakfast we limited due to COVID>
Covid already made our niagara falls experience a bust because everything we wanted to do was closed but I was really hoping that with the pool at the hotel, it would be redeemed a little. But no. The pool heater was broken, had been for awhile, with no mention on the website or during booking. This literally made the entire trip a complete waste of time. Not only that, the pull out couch had a mattress from 1950 and you out could feel the springs through it. It didnt have sheets or pillows for it, and I had to ask several times for them and they gave us one pillow. The shower curtain had some kind of nasty stain on it. The coffee was never hot until I complained on our last morning. The key card lock died and they couldnt fix it so we had to be let in or out. They only had $4 worth of quarters to do laundry with the guest laundry facilities. The fitness center was closed due to Covid which I understood. This stay was a complete disappointment.
This hotel and experience was one of the best Ive had recently. The hotel was very clean and looked very new and modern. Instead of the wasteful single use toiletries, the room had large pump bottles of shampoo and conditioner. The beds were very comfortable, so I was able to sleep well, which is typically difficult in a hotel. Even my child, who wakes up multiple times a night on a regular basis, only woke up once, when she lost her stuffed animal on the floor. Fast internet, and easy to connect. Breakfast was available early, with many options, both hot and cold, and even included a pancake-maker machine! The pool and area was clean and the pool water was nice and warm, and seems to be a salt water-type pool instead of a chlorine pool. There was even a shower in the pool area for a quick rinse.
Nice hotel! Small, but clean pool, and a very modern room. MUCH more than I expected for a two star hotel. That being said, the breakfast needs work.(Ill still give 5 stars because of the rooms)
Great stay minus the single SLOW elevator for such a large hotel. They should have at least two elevators. Breakfast selection was extremely lacking. Clean and comfy room though, which are my main concerns so I would recommend to others.
Our hotel stay was wonderful. The room was very spacious and clean. I loved how there was a storage unit next to our room so we didn’t have any noisy neighbors. Janelle at the front desk was very friendly and helpful. Whenever I needed something, (shampoo and conditioner) (hairdryer) she went to the storage room right away and got it for me. She was very kind to our entire hockey team. The brick oven pizza at the bar on the 4th floor was delicious. Overall, my family was very pleased with this hotel. We would definitely stay there again and would recommend it to others.
The Hotel had bug in the room (fruit flys and other bug that I couldn’t identify), the bathroom sink was clogged, carpet floor was stained with red juice or a red wine marking, the hotel then doubled charged me for the room after the room was already paid for in advance through Priceline. Horrible experience and will not be returning.
I felt everything was done to protect our safety, very clean establishment. Check in staff was friendly. Breakfast wasnt great and towels near pool would have been nice but the comfort of the room was great for the low price.
Very clean rooms. Comfortable bed. Employees are friendly. Perfect location for people that don’t like staying down town Niagara Falls due to the hectic crowd, but like being 10 minutes from everything.
My experience here was before COVID situation so review is entirely based on that scenario. It was a pleasant stay,rooms were big and clean but as per the area of rooms lights were really less and that made room very dull. They can add some bright lights too. room service wasn’t that quick and proper . It was almost full when I visited here. Breakfast was bad ,not cleaned at all, didn’t fill the items properly it could have been better . Parking is enough but till evening you get end slots which are far from room.Another drawback of this hotel is its far from Niagara Falls and it’s near by tourist location. So even for a small nap or rest you have to think coming over and going back. But they have a very good scope of improvement. They are well
No room services for 3 days. They will provide if you stay 5. To be fair, they will come if you ask. Asked for a new roll of toilet paper, gave it to me reluctantly and told me usually only one roll provided. Started with less than a quarter roll. Bistro on roof is nice, but waited 10 minutes to be waited on to be told they were out of pizza crust, which is really the only thing on their menu. Had I researched it more, I could have found a better place to stay. Room was large and clean. Bed comfort is a 4 on a scale of 1 to 10. Didnt eat breakfast so cant say. Front desk people were there and did their job. Cant say they were pleasant or even real helpful, but they did exactly what they are supposed to do. Why dont hotels teach their staff a bit about the area or the local attractions?
Room was clean, comfortable and spacious. The pool was great and very well heated. I also enjoyed the patio area where I was able to relax in the sunshine with the chairs provided. It was a private setting and a very relaxing time. Thank you!
Arrived and checked in to be charged a second time because the staff did not verify payment had been made already. Then arriving at room, to find it was being used as a show room to a potential customer, after we had checked in. Staff did correct the double charge issue immediately upon notification. But no attempt at apology was given for having another person tour our room prior to our occupancy.
I have stayed in many IHG Holiday Inn Hotels and have found this location to be highly overpriced and highly underperforming! The fact that I am told I can’t get clean towels in a hotel I pay 216 + tax a night for doesn’t bode well with me. Then I have to say excuse me and catch an attitude with night customer service rep before I am told, “ I didn’t hear what you asked for!”Hum how many ways can you ask for clean towels? Booked this stay last min and reservations still incorrect after calling the hotel the night previous. Stay closer to falls book a different hotel is my future course of action! Let’s not even discuss the breakfast as I was not expecting hot pockets! Definitely re-evaluating my future stays at Holiday Inn Hotels!
We picked this hotel for the location and because it is new. The girls at the front desk were very nice and helpful. Breakfast offered good choices, could use a few more fruit options. Was a little disappointed in the housekeeping staff. There didn’t seem to be a “system” for how they cleaned the room, some days we didn’t receive towels, etc. It’s nice the hotel provides full bottles of shampoo, conditioner, and shower gel. We had two bottles of conditioner and requested they swap one for a shampoo, but they never did. Also, on the last morning, the housekeeper walked in on us without even knocking. Since this hotel is new, it was nice to have many places in the room to charge our electronics. WiFi also worked pretty well. To bad there is no hot tub in the pool area, that would have been a nice option to have.
I was in the grand island area to see friends and if you’re not from the area you’re not sure where to stay but most places have a holiday inn. I like more space so I booked a king suite and for the price thought it was a great deal. Arriving to the hotel is easy and it’s close enough to stores and places to eat but not too close. Everything seemed well taken care of and the room itself exceeded expectations. Overall very clean. Going back to grand island next week and already have another room booked.
They use covid as an Excuse to serve a small limited breakfest that wasnt even good. Front desk staff isnt very helpful. only 3 towels for the suit room with 2 beds and a sleeper. Not bright at all in the room, No good views from the hotel rooms. The pool is small and you have to get your towel fron front desk and retirn it their. its dumb you cant just get towels from the pool and leave them in your room when your done. The only good thing is theres not very many people here, and its close to the falls.
Overall, this was a great hotel experience. Its a brand new location and very clean. Staff very friendly and helpful. Room was very nice. Only suggestion is need additional parking and the eggs at breakfast need to be cooked in smaller batches so they dont get cold and rubbery. Still not complaining because of the other choices. I do think late checkouts should be given to teams with early games to help accommodate scheduling. Would recommend and will return again if in the area.
Glad we were able to get to the Falls this year for a few daysTook daughter and grandson for a few days so stayed at this location due to being a little more reasonable at the last minute. You pretty much know what you are going to get when you stay at the express. No big deal of a breakfast so we plan to each elsewhere now which can be a challenge.
Everyone was very friendly during our stay. The pool was open which the kids enjoyed. The room was bigger than I expected. Breakfast isn’t anything special but understandable during this time. We skipped the provided breakfast our second day. The location is very convenient to traveling around the area.
Had a great experience with this hotel. The hotel was recently updated, so everything looks current and has a contemporary feel. Front desk was very accommodating and nice. The pool isn’t big, but my kids still enjoyed swimming. The beds were comfortable and there were different options for pillows. I would stay here again in a heartbeat, especially when compared to other hotels and their reviews in the area. This was the best bang for our buck!
First off let me say Brenda from housekeeping was the only employee i saw wear a mask and was the nicest to us! The front desk person in the evening and overnight was never around. i stood there, i rang the bell, I went to my room and called, went back to the desk, rang the bell again and finally called the number on the paper left on the desk and left a voicemail mail. i was trying to get a second room for my daughter who decided at the last minute to join us. we also requested a late checkout and was told we had until noon... he never told housekeey.
5 Minutes from the falls. Great rooftop bar with good limited menu. Safe area! Large room and great breakfast with 24 hour coffee.
This hotel is a great, central location for visiting both Niagara Falls and Buffalo area activities. Grand Island is not to be missed! The staff are friendly and accommodating. Our room was clean, large, and comfortable. Although the hotel building has had various uses over many years, it is very nicely updated. Theyve even displayed pictures of the renovations. Enjoyed our stay!
Our room was spacious and clean. The beds and bedding were comfortable and we slept well. Covid restrictions made breakfast choices limited and cleaning minimal.
Very clean hotel. Highly recommend this hotelIf you are visiting Niagara Falls. It’s out of the way, of all the hustle and bustle of downtown. Less than a 8 min drive to the Falls.
This hotel was nice and new and very clean. Got upgraded to the corner suite which was super nice and a great size! Would definitely stay here again and look forward to my next stay. Perfect for a weekend away and nicely between Buffalo and Niagara falls as well
Overall stay was great. Staff was Very friendly when we asked questions and needed extra toiletries. Everything was very clean and orderly. Breakfast staff was very attentive to the food. Only wish was a little more variety, maybe some breakfast potatoes and the machine for pancakes was not working but everything else was great. Room was cleaned during our stay which was nice and unexpected. Loved that the pool was open at 8am giving my daughter and I a chance to take a swim by ourselves before breakfast.
We were very happy we chose this hotel over some closer options to the falls. From the moment we arrived to the second we left, the staff was friendly and acommodating. Our room was spacious, clean, and with comfortable beds and pillows. Breakfast was good, but their coffee is what made my mornings. It was delicious! Overall, a very pleasant stay.
The elevator was broken. There were only two towels in the room. No hot breakfast. No washclothes in the room. Cleaning people didnt have towels or such, had to go to the front desk three different times because nobody was there. Pool is a lot smaller than in the pictures and is in need of cleaning.
Overall really enjoyed this Hotel. The only issues is the airconditioner self sets at night and did not keep room cold as well as beds are extremely firm.
The hotel was very nice very clean. Everything was top-notch and in proper working condition. The breakfast buffet in the morning want to see anything I felt could be upgraded. There was a large variety of everything that was good my only complaint or the omelets. If youre going to serve the omelets you should also have scrambled eggs as well. Other than that everything including the staff were very friendly and I would recommend this hotel again
Arguably, no hotel stay is quite as difficult when having to travel on the occasion of a funeral. The new Holiday Inn Express on Grand Island provided a comfortable and spacious room with the added benefit of a Kuerig coffee maker which was used very, very often. The room was immaculate and helped to provide comfort during my stay.
Check in was very easy . Room was spotless. Bed was very comfy and the sheets and comforter was very good quality. Would stay again for sure. Room was a little pricey though for a Thursday night !
While the actual room was adequate, there were a couple things that bothered me. One was the limited parking close to the entrances. We had to park in the back lot which felt like a significant walk, especially with a later evening arrival.The second disappointment was breakfast. It was a horrible selection and not well stocked. I only saw one staff person servicing the breakfast area and Im pretty sure she was also managing the front desk. We had to stop after we left so we felt like we had a decent breakfast.
Nice newer hotel. Potentially a really nice rooftop bar. Underutilized. IHG has begun taking a deposit for incidentals, hopefully refunded in a couple of days. Dont care for this new policy.
Didnt know what to expect from this hotel and was pleasantly surprised. Room was huge and all the features were new. Bathroom was simply enormous and was outfitted with basic needs. Beds were extremely comfortable with both soft and firm pillows. Met both my approval and my husbands. One caveat was the location of the microwave at the top of the cabinet that held the coffee pot and refrigerator. It is located quite high and would need care when taking anything hot out of it. The staff were helpful and more than willing to give advice on how to get to Niagara Falls to sight see.
Stayed here while on vacation to see Niagara Falls with my family. Would gladly stay again. Staff was very friendly and helpful. Rooms were very nice and comfortable. We had one with 2 queen beds and a fold out couch. It was a really good sized room. We used the pool too, very clean and just the right size for my kids to enjoy. Only a short drive to Niagara Falls too and much cheaper than the hotels right by the falls. Plus we enjoyed several of the great restaurants along 324 in Grand Island.
My overall experience was great. The hotel in Bangor MN wasnt up to the quality that I expected from a Holiday Inn. I understand that the hotel was under construction, but it could have been much cleaner. The hallways smelled of cigarette smoke and the floors needed to be vacuumed. The general appearance was second rate. Several people were complaining at the front desk that they wanted to be moved because of the smell of cigarette smoke. The air conditioner in my room stopped working during the night and was sending out hot air. I did report the problem to the staff upon leaving the next morning. The staff were very nice and the food in the resturant was very good.
Hotel was a nice stay. Breakfast choices a little thin a d we found it fairly loud. Noise from hallway was clearly heard in our room. I would recommend.
This place has a spacious room and the rooftop restaurant has amazing pizza. Apart from this the hotel did not even have breakfast, short on timely coffee, dirty shower areas.. better choose a higher priced place near the falls
This hotel appears to be fairly new. However, it does not have enough staff to provide the maintenance or service that is needed. The staff is doing a remarkable job and doing the best they can to make your stay enjoyable but unless management steps in and hires more people they may find this hotel declining in its ratings. Housekeeping is unable to keep up with keeping the lobby area and other general areas clean. The breakfast staff is having difficulty keeping the dining area, coffee area and food line clean. This is on management. Provide the support your hotel staff needs or this hotel will lose good people.
The location for my travel plans was great. The room was a spacious accommodation. My issues revolved around housekeeping: there was no shower gel in the dispenser prior to my arrival. I thought this would be corrected but then housekeeping neglected tending to my room after I left late morning (and had removed the do not disturb sign from my door). My trash can was overflowing with some take out containers so this was a bit frustrating. Also, the facility was pretty much during my stay due to a sports team being on site. Therefore, the staff was having difficulty keeping the breakfast bar well stocked with both food and coffee.In general, a bit more attention to scheduling and details would be areas of improvement for this location.
The personnel are very helpful. Breakfast with the limited menu, does have a toaster to handle bagels and English muffins. They have planned well to deal with COVID 19 with hand sanitizer and traffic paths for breakfast. Beds are very comfortable. On the negative side, there was a very large “spot” on the carpet in our room.
The room was nice and clean. It was around 250 with some discounts. The continital breakfast was a bagel and coffee. There is a rooftop restaurant/bar that was ok if you just wanted pizza and beer. It seemed a little pricey for what it is. Everything on the island was still closed.
This was the second week this hotel was open and the staff is working and learning. Someone was laying on our bed and the bathroom was used when we checked into the room. It was a little unnerving. But the room was lovely, the sleep quality was wonderful as always. The electrical outlets did not work in half of the room. We reported these to the staff. The maids service could use a class on their responsibilities. I think this is a beautiful hotel that will be a wonderful place to stay as soon as all the little things get worked out. Great job IHG, another wonderful hotel.
Came to stay on Grand Island for family visit, and Niagara Falls tourism. The building is nice and new-feeling, very clean, and the rooms are clean, comfortable, and modern. The long curved driveway to the front parking is somewhat confusing at first. The staff is personable and helpful. Complementary breakfast has the usual offerings, but is generally pretty good. Connections to and from the Thruway are easy and close. Second time at this hotel, and will plan to stay there again - no disappointments.
The hotel itself looked nice, although the carpet in our room obviously wasnt vacuumed because we saw cracker crumbs and wrapping upon check in. After midnight a large bus of Indian nationals arrived and they were so noisy, yelling at each other across the corridor late into the night. I called to complain after 1:00 AM but nothing was done to address it. The next day, the breakfast buffet had eggs, pancakes & potatoes and no meat offering. I dont know if this was to accommodate the busload of vegetarian tourists who had by then taken over the hotel but I felt they shouldve had the meat out for the other guests so I asked for the manager. When Amanda came out she was immediately defensive and started fighting with me, yelling in front of my family and the other guests eating at the breakfast area, first saying there was no meat available and then coming out with a panful of sausages and saucily telling me in front of everyone that it was ready AFTER telling me there was no more meat. By then I had had enough and asked for the GM and she said with a smirk that she WAS the GM. It was very unprofessional and unbecoming behavior coming from someone who claimed to be from upper management. Amanda and people like her do not belong in the hospitality industry.
The hotel was clean and Covid prepped We loved our and didn’t have the breakfast offered. We loved the fact it wasn’t crowded and there was nice seating out side. You could easily have a picnic if u wanted. But we smoked hookah and were aways from no one in sight, loved that. Its literally like being on your own island. The room was spacious and well planned minimally. It looked brand new. Love the bar on the roof top wish the roof was accessible after hours. It niagara falls ppl who don’t drink would like access to the patio without drunks around. Love the shower and beds were nice and firm not old and dented in the middle.
Check in experience went well. New staff was training and very pleasant, so appropriate boxes were checked. Pool area was clean. No towels in room and toiletries were empty. After going to the front desk to request somewhere between 8-9 p.m. and waiting quite a long time for someone to assist, was provided two bath towels for three people and no toiletries. Requested assistance again early next morning between 6-6:15 a.m., and front desk individual said he would have someone take care of later that day. I advised we were not staying another evening, but still no assistance provided. He also indicated since they were a resort destination, they could charge more for fewer amenities (early April in Niagara?--I dont believe the property was even 50% full). My son had to go to the pool to get a towel to shower. Upon checkout, a different front desk individual asked how our stay was and I was candid. Both she and the Manager present were very professional, apologetic, and made significant efforts to mitigate the damage.
Carpet in room was disgusting as so was the dirty shower glass and mold all around shower. Very minimum housekeeping in this hotel. The carpet looked like it had not been vacuumed in a very long time and spots everywhere. The shower looked like it was not cleaned from previous guest using it. Mold around shower had obviously been there a while. I give a 1 star because bed was comfortable.
This is an awesome hotel. The rooms are super nice. The breakfast was actually pretty good. Not just super dry eggs and a waffle maker. There are things to do around the area. The hotel is tucked back in a ways. Which made it even better, no traffic. 5 stars all the way.
The hotel lobby, elevators, and our room were exceptionally clean.The staff was very professional and concerned that we had a good experience.The bed was very comfortable and the pillows perfect for a good sleep.
Stayed one night to use the pool. We were very impressed with the cleanliness of the hotel and spacious rooms. The pool was very clean and warm!! Great hotel will stay again.
We had to go out and buy breakfast the choices were slim to none. The room only had one mirror and no tissues. The tile was breaking around the shower. There were not enough towels in the room . Not worth the price to stay here
Best location, amazing hotel with peaceful environment. We loved the hotel pool was good too. The beautiful part is Rooftop. Pizza is very yummy. Drinks are too good
My husband and I usually stay closer to the falls. This time decided to stay a little further out. It’s a great place to be close enough to all the action but not right in the action. Be sure to check out the local small businesses for dining we found a couple great ones right on the Island!
When I arrived the front desk gentleman was not very pleasant. He spoke in a low tone and I was not aware when our encounter was completed. There was no professionalism. After getting settled I looked at the bed and it was so poorly made up it prompted me to look closer. The sheets were visibly DIRTY with black marks /dirt on them. I asked to switch rooms and the ‘new’ front desk clerk arranged that. No offer to assist me with moving though. The ‘breakfast’ was a choice of one or two yogurts a microwaveable breakfast sandwich and or muffins. Coffee was available and juice. Not the best place. I won’t return. Thought because it was all new it would be much better.
Decent room. The breakfast is pathetic. Sections for eggs, bacon, waffles, and other standard breakfast foods are empty. There is a basket of bagels, a bowl of packaged muffins, and a bowl of nasty frozen hot pockets. You know, because of COVID.
Arrived slightly early for check in and when we called before our arrival the front desk said our room was not ready yet but she would get someone on it. Being this was the 4th of July holiday and we arrived 2 hours early, they had our room ready to go. Awesome! Front desk staff was very friendly and accommodating to all requests and questions. How is not very old and is very clean and well maintained. The surrounding area seemed very safe as well.
This hotel was another business at one time. It’s near a busy highway, but the noise in the room we had was minimal. Our room was very clean and comfortable. Every part of the hotel we saw was very clean. Because it was another business, the rooms are larger than normal and not a cookie cutter hotel design which is unique. It’s very close to Niagara Falls, not close enough to see, but if you turn right at end of hotel driveway and go a short distance, there’s a very nice view of the Niagara River and walking/bike trail. The breakfast menu changes a bit each day which is a bummer. Also, the pancake machine was broken the first two mornings, but it was fixed the third morning we stayed. One breakfast attendant was very visible and frequently refilled items. Another attendant seemed to disappear and guests had to ask front desk for assistance with refilling items.
Nicely done.This hotel is much bigger than it looks. It is super spacious, its something I felt right away as we drove up. Doesnt really feel like any other Holiday Inn Ive ever been to. Makes me believe it was previously a huge office building of some sort. I can tell theyre still filling it out, seems like there arent quite enough chairs and tables for the space available in the dining area. The hotel is generally very clean. Pool is nice, the breakfast is good, the workers are friendly. Overall, worth the stay, especially only being 10 minutes from the falls.
Upon arrival reception was good but the room we were given was very dirty. We found hair throughout the bathroom, floors have not been cleaned in awhile. After my wife cleaned the bathroom with disinfectant wipes we turned down the bed and found dirty sheets. We promptly went to the front desk and were given a new room, I asked for one on a different floor hoping there would have been someone else on the cleaning staff maintaining the room. Unfortunately it was not any better. The sheets were clean but the bathroom from the shower to the floors were not attended too, again my wife cleaned enough hair from the bathroom to shock me. The bathroom floor had pieces of grout that were not cleaned from building the hotel. Even the stairwell had construction derbis still on floors. On top of that, besides at check in, it took until the last night before any hotel staff greeted us entering or exiting the hotel. As a spire elite member, that has over 150 nights this year, I have never seen this poor of up keep at a newer property. I expect more from Holiday Inn.
Hotel was very nice inside and out. Like other businesses since the pandemic the hotel was short on staff. That being said we enjoyed our visit at the hotel for the most part.
One of the best budget Hotel near Niagara Falls. The building is new, clean, and the room was spacious. We love this hotel. We will stay again.
The room was so clean and modern looking. My fiancé and I just wanted a room for our anniversary but will stay with them again. I was a little nervous because of covid-19 but the facility was so clean I was able to relax.
The hotel rate included breakfast, however breakfast on a Sunday was over at 9:30. No coffee was offered. The front desk never advised us that due to Covid, breakfast would be cut off at 9:30, this would have been nice to know. No sign was posted at the front desk either. Very poor communication by the hotel staff. We couldn’t even complain, as no one was at the front desk as we were leaving the premises. Overall a disappointing stay.
Room was spacious and the bathroom had everything we needed. The safe in the room closet is a plus especially if you dont want to carry all your valuables with you while at the casino or sightseeing. Bed was very comfortable. Good choices for breakfast. However there was no guide (magazine) in the room that tells you whats nearby as far as restaurants, churches, points of interest,etc.
I found this hotel while googling lodging options near Niagra Falls and I got to say, Im very happy I chose to book here. From the moment my family and I arrived to the second we left, the staff was friendly, courteous, and acommodating. Already a great first impression. Our room continued this notion with its spaciousness and cleanliness, not to mention the beds and pillows were very comfortable. Breakfast was also good, but their coffee is what made my mornings. It was delicious! Overall, a very pleasant stay.
Our first impression pulling in was good. A new hotel. Then we got in the room. Not so good. I had to mop the bathroom floor myself due to hair everywhere. The carpet also wasn’t vacuumed. Trash pieces were on the carpet, even a Lego. However everything else looked ok. We came in at 1 am exhausted so the bed slept nice. The breakfast looked average to me as other free continental breakfasts.
Most of staff very nice. Male foreign staff member very stand offish and sometimes rude when you ask a question!
The property was absolutely beautiful and clean. Also we were very impressed with the room size! We are planning to stay at this hotel again.
Cleanliness - checkedStaff - checkedLocation - checkedAmenities - checkedEverything about this hotel is awesome. My son didnt want to return back home. 4 Day stay for him was not enough lol
The hotel was new so it was nice and clean.The staff was nice and helpful.The place was pretty quiet and it was easy to sleep.There needs to be more parking in the front of the hotel.Access to other parking area is not clearly marked.Could hear music in bathroom all hours of the day and night.There needs to be more seating in the breakfast area.
Love the patio room nice size bed mini fridge and large shower .Sheets and pillows are good quality. Nice size tv with good channel choices . Would stay again !
Bedding was nice and the bathroom was amazing. Not a tub shower but an actual shower and it was super clean and modern. This was an amazing experience
Staying at the Holiday Inn express made our anniversary vacation very relaxing. The staff , especially Paige and Leo were very friendly and helpful. We felt right at home the entire time we were there. The pool was a plus. Breakfast was really good , the cinnabons were amazing! Everywhere around the hotel inside and out there are many places to relax and enjoy the view. The grounds crew keep a very nice yard and they were friendly too! Looking forward to staying there again!
We stayed here as a halfway point between Niagara and Buffalo and we really were impressed with the hotel. Its brand new. The beds were comfortable as well. overall very niceMy only complaint is that the hotel does not have a hot tub. it has a pool and fitness room though.
I was a walk-in unexpected stay due to a snow storm. I was treated with the same respect and rate had I had a reservation. This Hotel is a hidden gem thats quiet and relaxing. It has sprawling grounds surrounding it which Im sure will be quite enjoyable to explore in the warmer months to come. They are also in the process of putting a lounge on their 4th floor which is a good touch, and Im sure it will fit in with all the exquisite decor of the hotel.
Nice, clean and big room. Close location to the Falls, quite and kind of new building.Only problem was that they didn’t have any milk for breakfast.
This hotel is new so the rooms are well kept with modern fittings. The staff however are not friendly and mostly was not present. When I arrived they were all sitting at one of the dinning tables lines up with take out container as if there was a buffet. Once aplroached by the person who checked me in she was not friendly. Upon checking out there was no one at the front desk or at the breakfast layout. I love the IHG line ups please dont spoke it with unprofessional staffing.
Amazing hotel with large rooms and bathrooms. Everything was clean and in the new modern Holiday Inn Express style. Beds were very comfortable and the price was way cheaper than the Holiday Inn in dowtown Niagara Falls while only being about 6 miles from downtown. Excellent service too from the staff. Will definitely stay again!
Overall a decent stay, room was clean and quiet. Bathroom was okay, toilet placement was a little odd, kinda like it was a last thought on where to wedge it in. Also there are no vending machines which is inconvenient, you have to buy everything at the front desk and they ran out of bottled water. Other than that it was a nice hotel and the staff was friendly, easy check-in and check-out
Just stayed here for a week on business in Tonawanda. The hotel is new and is convenient. However, I would not recommend staying here.Rooms - Nice size and clean but housekeeping just threw my comforter over the bed and left the sheets bunched up under each night. I had to leave notes to have soap replenished.Coffee - Fresh coffee in the morning is not put out until after 6am. How hard is it to have the night guy make a fresh pot at like 4am?Grounds - nice property but there are beer bottles and garbage behind the rear doors.I stay at a lot of hotels and you can definitely tell which ones are managed well. This one is not.
The hotel is brand new and one of the nicest I have ever stayed at in the Express lineup. However, during check in one lady was complaining about water leaking on her bed, and another guest the next day was displeased over something and checked out early while having a heated discussion with staff. Our room was great and the property was great. We were unable to enjoy the breakfast that comes with the stay due to insufficient facilities to do so. Not enough chairs and tables. To boot, it appears the family that manages/owns the hotel all live there. Like 20 of them. You have to fight them for breakfast as they are all congregated in the lobby for breakfast in the morning as well. During the day. members of the family sit in the lobby watching television and using the business center. Theyre around the lobby pretty much all day from breakfast to bedtime as best as we could tell. Dont count on using a luggage cart to move your luggage to your room. Upon check in they had none as guests apparently kept them in their rooms but a nice gentleman from the desk helped us get our luggage to the room. When checking out we managed to score a laundry cart that we used as a luggage carrier to get our stuff down to the car. All in all, VERY nice hotel and the front desk staff all were polite and helpful. Just not being able to eat breakfast and having to fight the actual owners and their family for breakfast was a real turn off and a reason we will not return or recommend the hotel to anyone. I wish we had used our reward points elsewhere.
The place is open for business but still has a lot of small things that need to be done. My room for example was hurriedly finished based on the rough cuts in the shower and they installed the shower door at a cant so it wouldnt stay closed (had to shove a wash rag in the rails to get it to stay closed). Also, well over half the outlets in my room did not work. There also seemed to be a bug issue on the lobby as there was a lot of flies bugging people during breakfast. The upside was the bed was comfortable, the furniture in the rooms were very nice and the breakfast was good. Hopefully the next time I have to stay in the area for business this place will be a little more finished.
The room was clean and the staff were friendly. The location is very convenient for Buffalo and Niagara Falls if youre driving.
We enjoyed the room and its cleanliness. Your pool was a bonus and we enjoyed that as well. We liked how close we were to many attractions, but far enough away that it didnt seem overbearing
Hotel was in a convenient location right next to the interstate headed to the Canadian border. Since a new property less than 3 months old the staff needs more training and attention to detail. Checked into two rooms with dirty toilets and sheets were not tucked in correctly like at all other holiday Inn Express. Front desk clerks took sometime to check in platinum guest before me and when I brought to their attention the room was still dirty she just wrote it down and said will get back to me?? Check in experience was no that great but overall stay was ok and was able to rest properly in the rooms.
Excrllent staff, nice huge room. Great bargain, I did not expect it to be half as nice, but it is the best hotel I have stayed at in a long yime, nicer than the hotel we stayed at in Disney world. We paid a lot more at disney and got a quarter of the service.
Myself and my children had a amazing time staying at this hotel. Tiffany front desk clerk was great and very hospitable. She also took time to walk us to our room and ask is there anything else we may need. Everything from cleanliness to comfort and leisure was great. Will be coming back. Not to mention the prices were very reasonable and cheap. Highly recommend.
Great experience. Very clean. Spacious suite. Safe-feeling in terms of COVID concerns. Quiet (few patrons). Great care taken with cleaning our rooms each day. Super reasonable stay.
This hotel was NEWLY built, building is super pretty along with the property it’s on.The parking lot was full so we need to find the next closest parking spot which was a little difficult to find. The next closest parking spot was about 150 ft away from the entrance.Front desk working was asleep in the back room and seemed upset when I went to check it, granted it was close to 5am. Very mumbly, just got a stand-off welcome.The room was awesome! Loved the layout of the room. If looking at the bed, right side electric sockets didn’t work.There was a large spider web in the shower along with a spider living there. I love nature but when it’s outside.The last thing I did not like was that there was no towels, I called the front desk and he said, “you have to come get them.”...........what Holiday Inn and suites makes you go get towels? I’ve never had to in any of my hotel stays.Everything wasn’t competed in the hotel, such as workout room and pool, but, they were just newly open so I understood. I hope to come back next year and get a better experience!
After spending all day site-seeing in Nigra Fallls and walking around in the sweltering heat, all I wanted was a hot shower and good night’s rest. I had stayed at several Holiday Inn Expresses in the past and was expecting the same quality service/experience. Upon checking in, the front desk mentioned that they had opened just two days prior. Once I got to my room and unpacked, I turned the water on in the shower and let it run for what seemed like forever but it never got hot. I was exhausted so I ended up taking a “cold” shower. I contacted the front desk and was told they would have someone look into it. Before I got into bed, I planned on flipping the u-bolt, but one hadn’t yet been installed in this room. The queen bed and new linens were extremely comfortable. The continental breakfast was presented well and had a variety of hot and cold breakfast options to choose from. At 8:45am, seating was somewhat limited, but a table for two eventually became available. After returning to my room and testing the water to find it as cold as it was the night before, I decided against another cold shower. I’m hopeful that they get someone to look at the water heater and finish installing the hardware because the hotel is located in a great location for people visiting Nigra Falls.
My wife and I checked in, went up to the room, unloaded our cart, then discovered alot of hair around the shower and covering the drain. First thought, what else was not clean? Went down to the front desk to explain what we found. She was very helpful getting us into another room (clean one). We were also given a discount on our two night stay. Management MUST get involved in the operation of their business to prevent these thing from happening.The hotel was going thru some upgrades/remodeling (not mentioned on the webpage when booking the room). This should cause the staff to work a little harder to keep the building clean and in good order, not to use as an excuse for their lack of attention to detail.
For the first part of the stay, I was pretty sure they’ll score a full 5/5 but as the stay progressed, they kept disappointing.It all starts with a brand spanking new hotel, everything you touch or see is just brand new! Modern decor, lighting, furniture, elevators, just brilliant and makes you wonder if this is really a HIE. The rooms are so new that I had to remove the plastic cover from the pull out sofa. Imagine being the first to use a hotel bed!Now starts the disappointment, the sofa bed had bugs! Biting me and leaving marks all over my hand.The second problem was the water pressure, why should that be ignored when you’ve pumped tons of money on the infrastructure!The worst part, breakfast! The only fruit served was oranges - stale ones. The choice of food was very limited. Clearly, a lot of cost cutting being done on the breakfast front.Sleep comfort - I’m guessing some corners were cut on the money spent on mattresses; my family was up until 2-3AM as sound sleep was far away on these beds. I even went for a walk in the lobby at about 1 when the front desk staff asked “oh you’re still awake!”. Yes ma’am, thanks to your beds.Room cleaning, what a formality done by the staff. Didn’t even leave enough fresh towels in the room. I met the cleaning lady early in the morning who said “I’m so tired already”; well, it clearly showed how tired she was after how she left my room after “cleaning”.Lastly, the hotel is still under construction, the rooms are only available until 2nd floor, so be prepared to meet builders who use the guest elevator all day long and leaving debris from shoes, clothes etc which surely doesn’t smell great.These are all signs of poor management; it could’ve been a great stay.I notified the hotel through an email about these problems during the stay but nobody even acknowledged the email, forget fixing the issues.PS: The hotel is located in a secluded area with the nearest gas station about 2 miles, be sure to pack water, snacks and anything else you may need. Canadian border is closer than any restaurant from this hotel, so plan accordingly.Edit after response from owner -Right after the first night sleep, the hotel staff was notified both in person and in email but not action was taken. I even raised my concerns directly with IHG who committed someone from hotel will connect in 48 hours, no one has so far.
Our room was clean and comfortable. We went to the falls, which were a reasonable drive away. And, the front desk was helpful in finding food options that met our dietary needs.
Hotel was super clean, nice little rooftop bar/restaurant. Will be sure to stay here again next time I’m up there for work
Great place to stay. Loved to rooftop bar. We had perfect weather to sit up there and listen to the live music. It was quite windy one night.
Recently opened, over all it was a very good stay. we had a suite and assumed that it had two rooms, but it was just an oversized room. it was nice, but not what wed expected. they also had an automatic pancake machine which is a fun gimmick for kids, but a waffle maker would be much better for actual breakfast....
Nice clean hotel on Grand Island. Breakfast options were not the best, but its been that way since Covid started. Second time here and would come back if I needed a place to stay in the area.
We have tried to run a corporate event through this hotel. The management team is unresponsive. No one can make a decision other than the manager. The hotel itself is ok. A little dirty. The rooftop woodfire pizzas are cooked on a gas stove. The staff even admit that the food isnt good.If you are passing though and need a hotel, this is OK. If you are vacationing, give it a pass. Not worth the frustrating management team.
We stayed here in hopes of a quality hotel at a reasonable price since those right near the falls were expensive. It was a great choice! We were able to spend the night in a new hotel with gracious staff and a good breakfast. We went to a local restaurant that was really good in a house. Staying away from everything provided quiet surroundings and a beautiful drive. We loved it!
New hotel only been open for a few weeks. This hotel is located in a renovated office building. Lots of parking around the hotel. Overnight parking is free. The rooms are quite large compared to most Holiday Inns. My hotel room did not have working TV channels and my rolling shower door must not have been installed correctly and would slide open on its open to a near fully open position. Some things seem a little rushed and rough around the edges. The hotel has free wifi that seemed very good. Free breakfast, although when I went to eat breakfast there was no seating available and having only one line to get food would have taken a long time to get food. All in all its a nice hotel, with some room for improvement.
We chose to stay at this Hotel, because we have had very good past stays at Holiday Inns. This is one of the nicest hotels i have stayed at in a while, very modern, clean. Parking can be an issue, they have plenty, just that the main parking area fills up, and you have to park at an overflow area, which is a bit of a walk, the parking design was different. But having said that this hotel is located about 9 miles from Niagara falls, its a straight shot to the falls. No craziness here, which i liked. You can spend more on other hotels, but you will not get more, trust me. This is where you should stay.
I loved it. I have to leave a 5 stars review since everything was perfect during my stay. Lovely indoor pool, and very delicious breakfast buffet. Beds were also very comfortable and the staff was very helpful. Room was very neat. Perfect stay!
We were passing through the area so location was perfect. IT was a quick night stay but room was huge and clean, bed was comfy, breakfast had great fresh options. Only problem was that the shower door did not stay closed and the shelf in shower was broken otherwise clean and hot shower. We reported it to the front desk and she immediately wrote out a maint. slip and was very apologetic. Offered to have it fixed before we returned for the evening (we were just passing through so not necessary) but very responsive
Title says it all. The hotel was fantastic, I understand the hotel is very new, and was created in 2017 I believe. That being said, the hotel is extremely chic and modern! I had an extremely comfortable stay is an understatement. In addition, this is by far the best rate you’ll get in the Niagara Falls area. The location, price and style of the hotel cannot he beaten in the area! 100% recommend!
Nice hotel!! Stayed for 2 nights at a decent price. Free breakfast which was good. Only about 10-15 min drive to Niagara Falls. Super quiet and clean. Small but nice pool. Very friendly and helpful staff. Would stay again.
The location is great as its right off the interstate and only 5 minutes from the falls and Rainbow Bridge. Go south and your not far from Buffalo. Our floor and room were a different story. We were put on the 2nd floor, there were crumbs and other things on the hall floor and it wasnt until it was mentioned at the front desk that something was done... even after that, there were still crumbs on the floor. Every time our toilet was used, it wouldnt stop running. We had to lift the commode lid every time and manually stop it. The front desk was notified more than once, but nothing was done. Our room was right over the pool area. The way we knew we were above the pool area is because there was a faint smell of chlorine that could be smelled each time we came in from being out of the room. Not only that, but the music from the pool area was entirely too loud. We could hear it through the vent in the bathroom and even faintly through the walls in the room. It was mentioned more than once to the front desk. Nothing was done. I spoke to the one front desk person and she told me that the battery to the lock on the pool door was broken... funny because I had just gotten in there earlier in the day! She told me that the maintenance man was coming, he was going to fix the lock and when he did - she would turn it down... never happened!! The day we checked out, it was mentioned yet again and we were told that they dont know how to turn the volume down... Seriously?! The pool closes at 10pm, so there is no reason the front desk person couldnt walk down to the pool and turn it off so the guests can get a decent night sleep!!
Terrible water pressure for the shower. The tile in the room was smudged with construction adhesives. Linens were not in the room for the pull-out bed. Pancake machine was broken at breakfast. One of the elevators was out of service. Stairway was not clean and workers were still applying finishing touches. Staff was slow and seemed overwhelmed. I received a decent rate when I booked well in advance with a discount. I guess Ill try to avoid newly opened hotels in the future.
I was a little surprised at how the hotel was only open for a few weeks and the ubs outlet was bent and there were a few paint chips on the wall. Our toilet got clogged easily and the front desk had difficulty locating a plunger for us. She was the only staff present in the hotel at night and couldn’t leave the desk. She did find one eventually but only one for an entire hotel? The rooms were overall spacious and clean but not higher end finishes
Loved that the family and I could enjoy the pool. Our small slice of normalcy.But to the employees, please wear your masks. Too many times, I saw employees walking around without masks on.As for the breakfast, its still there. Much smaller then usual. I suppose its nice to still have a little something.
The staffs were very courteous and helpful. Room was very spacious and nice location close to Niagara ( 5 min.s by drive).I had to take print out for an emergency situation and the staff was very helpful and without hesitation she helped me immediately. I really appreciate their help and courtesy and breakfast varieties were nice.Thanks,Ash
Very clean and big room breakfast is great! Thanks!
Very sharp looking new hotel. Staff was young and a bit inexperienced. Room was very nice and clean. One light near the bed did not work and several outlets worked with some things and not with others or not at all. Desk clerk at check out told me that one switch in the room controlled all the switches. I rather doubt that, but aside from the outlet issue, the stay was good. Would definitely stay there again.
Total reviews rating 4.2
199 Reviews for Holiday Inn Express Grand Island - Niagara Falls, an IHG Hotel 2023:
Review №1
2022-02-27Great Hotel, if you dont care about customer service. The hotel was empty and asked for an upgrade, since I am a Platinum Elite Member and the front desk manager said he didnt have any rooms available. My room was nice, but small and had a post in the middle. My co-workers rooms were nice large suites. I made the reservations for 5 of us and asked for a high floor with a bath tube and I didnt get it. I was there for one week and asked the front desk manager everyday and never got a response or upgrade. Hotel was very clean and nice.
Review №2
2022-05-31Beautiful, clean hotel. Breakfast buffet had so many options for hot foods! Air conditioner, fridge and microwave were all in great working condition. The room was spacious. There are outdoor seating areas that are nice pretty and lit at night. I love how this is so close to the Niagara Falls Park, but away from the crowds and traffic. The area is so quiet! Staff was very friendly and helpful.
Review №3
2022-06-19A nice secluded HIE with wonderful rooms and lobby. The room was updated and modern. The breakfast was delicious and ample with a lot of varieties. The staff was great, especially the folks who worked during breakfast time in the kitchen area. The only thing that was on the downside was the lack of fast food dining and convenience store options around the hotel. Other than that, everything about our stay in HIE was amazing!
Review №4
2022-04-04Friendly staff, large sized rooms. Good breakfast options. Quiet location just off the interstate. Good internet speeds. The washroom was good-sized, clean, and well appointed with good water pressure. The only negative was that the lounge chair in the room was disgustingly dirty and stained as you can see. I used a towel to sit on. I would definitely return to this location, and you would be happy to be here for the night.
Review №5
2022-03-07This hotel was absolutely perfect! Friendly staff, helpful and informative. Breakfast was excellent for a continental breakfast, lots of options! Hotel is huge, bright windows on main level and secluded seating area to get away from the crowd. Rooms were clean, bathrooms spacious, bed very comfortable !! Excellent price and very affordable with ample parking .. one of the best Holiday Inn Expresses yet! Booked another stay in April !
Review №6
2022-04-14Took our Grandchildren out for their first time staying at a hotel. They loved the pool. Service was very friendly, and helpful, gave us extra towels for the pool. Sheets for the rollout bed. Rooms were exceptionally clean and lots of room. Morning breakfast was great with hot and cold items.
Review №7
2022-05-14I cant believe Im writing a bad review about an IHG hotel but here I am doing so for the very first time.The check-in went smoothly but what turned out to be a disaster was the solo receptionist the night of May 7, 2022. He was incredibly rude, to the point where I actually snapped a photo of the gentleman to make sure they know who it is (He was not even wearing a name tag).As an IHG Platinum Elite ambassador, there are certain things I look forward to when staying at one of the hotels. Service happens to be one of them.He was sitting down on a couch with friends chatting on the side not even behind the reception. When l stepped up to the reception, he seemed iffy that I was there. I asked for a pillow for my baby as they got a crib with nothing but a mattress, not even a blanket.He immediately said we dont have spare pillows or covers. I found it quite off and asked him to make sure if that was possible. He then turns extremely rude. This is without checking my room number or my membership. It seemed like maybe he was having a bad day.He got more rude when I asked for the complementary water. He said hell charge and theres nothing I can do about it.I wrote a formal complaint by email and called the hotel customer relations but wanted the world to know who this person is. Caliber and attitude like that should never work behind a hotel reception.The hotel itself is clean and nice, such a shame. Youll enjoy it, just dont interact with this gentleman.
Review №8
2022-04-14Stayed here several times over the past few yrs...not as nice as it has been...this time we arrived, checked into the room...it was freezing cold, a/c stuck on 64degrees and wouldnt change... advise front desk, they give us different room... Thermostat works but toilet leaks on floor...Didnt feel like moving to another room so we shoved towels under it to soak up water and advised front desk. They were apologetic but the initial impression was made.We stayed and the next day had the breakfast they offered.It was average, not bad but nothing impressive...Overall,The place needs some attention and it could be very nice.
Review №9
2022-03-07The hotel its self is pretty nice. Clean rooms, comfy beds, nice pool, adequate breakfast. The evening/overnight staff could use some training in general customer service and friendliness. There were many unhappy guests which is unfortunate because weve stayed before and the staff was great.
Review №10
2022-06-12When I first got to the hotel I called the front desk and nobody answered. I called again 30 minutes later and somebody answered all we wanted was an extra couple blankets and the guy told us to come down to him to get them. It is not a big deal going down to the front desk but I have never been to a hotel where they don’t bring stuff to my room. I am paying $200 a night for this room and I can’t even get a blanket? I went down to the desk and nobody was there I sat there for about 20 minutes waiting for somebody to come assist me and nobody did so I figured I would try again later. Later we walked to next desk and as you could guess… nobody was there there was a number to call and he told me to meet him at the desk so I did he gave me one blanket and said you have no more… you own a hotel. So whatever if you have circulation problems and need a couple extra blankets I do not recommend this hotel.