I can't believe I'm 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 don't 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 he'll charge and there's 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. You'll enjoy it, just don't interact with this gentleman.

I travel frequently all over the country, and prior to my stay here I spent the night in a hotel in Atlanta. The service, cleanliness, and overall my overall stay were not near what I experienced in Grand Island. Furthermore I spoke to the manager before I left. Very nice guy. Next time I'm in the area I will absolutely stay here. Very clean, very friendly staff, and overall a great stay.

I stayed here while attending a friend's wedding since it was one of the only hotels nearby..... the staff was great and allowed me an early check in after a red eye so I was able to get some much needed rest. My room was pretty big for a hotel room and had everything I need, plus the bed was very comfy which I was surprised by. I haven't stayed in a Holiday Inn maybe ever and I thought they were just a budget motel and not very good, but I was wrong..... at least about this one. If they're all the same I would definitely give them a try in other cities since the room was comfortable, clean and reasonable.....

Very unfriendly and unwelcoming staff at front desk. There was a man with beard. He didn't even make eye contact. We got a king bed room and asked for double queen bed and was ready to pay for upgrade. Instead of offering upgrade they asked us to cancel( non refundable )our room and book a different room with full price. Rooms are spacious but not well maintained. Carpet had stains and looks like it is not cleaned properly. When we asked for extra bedding they said they won't provide any extra bedding or blankets too. They don't even have airbed. When you are traveling with kids, it's so inconvenient with just a king bed and not extra bedding. Overall they made our experience less memorable. Of all the hotels we stayed at, this has been the worst experience we had in terms of hospitality.

Friendly 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.

Great Hotel, if you don't 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 didn't 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 didn't 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.

This is perfect hotel if you visiting Niagara Falls. Everything is perfect about this hotel. The staff, cleanness, the room size you cannot ask for more. Specially Mr. Elvis made our stay even more easier and comfortable. Highly recommend! Cheers

Very pleasant stay in a spacious and clean room. However, the shower water in the bathroom was hardly running. Breakfast was decent with enough variety. Kind and friendly staff. Booking gave me one total price for it, but the hotel charged me $25 more.

I only provide objective and impartial feedback based on my observations. In this instance, I was impressed by the clean and modern facilities of the hotel, with its spacious rooms, new furniture and the excellent service of the staff. During my stay, I enjoyed a comfortable and spacious room that was impeccably clean, with a contemporary design that made me feel right at home. The furniture was all modern and new, adding an extra touch of comfort and luxury to my stay. Whether it was the comfortable bed or the cozy armchair, every piece of furniture was carefully selected and well placed. The room also had all the necessary amenities such as the television, air conditioning, Wi-Fi and a refrigerator to make my stay as comfortable as possible. The manager Tiffany was extremely helpful went above and beyond my expectations to insure my stay was to the point and the hotel staff were exceptionally helpful, Tiffany always made sure any last minute accommodations that I needed during my large family reservation stay was perfect before arrival. They were accommodating, attentive, and efficient in handling the booking, making sure that all our needs were met. I appreciated their willingness to answer every question and offer helpful recommendations. Their warmth and approachability only added to the excellent service provided by the hotel. In conclusion, I highly recommend this hotel to anyone seeking a comfortable and relaxing stay. Whether you are traveling alone or with your family, the spacious and modern rooms, new furniture, and excellent staff service make this a great choice for your next trip. I hope you find this review helpful, and I look forward to providing you with more noteworthy reviews in the future.

Not your typical Holiday Inn Express. This huge location must have started out as a moderate size conference or training center. Nice lawns and grounds, plenty of parking, and not too far off the highway. Easy place for tourists to spend a quieter night.

Quite clean, housekeeping staff do a good job and are polite and courteous. The rest of the staff have zero warmth or friendliness. Every interaction included almost no eye contact, no welcome or hello or thank you, nothing. Vast majority of front desk staff were constantly on their phone and continued to stay on them while helping us. The only exception was a young lady on the morning shift, don't recall her name, short hair, piercing, but she was friendly, professional and had excellent customer service skills.

We were there about 2 weeks ago. First, let me say we were grateful they had rooms - we booked day of due to an emergency at the place we were originally staying. When we arrived, we asked if they had a room for TWO nights - both my husband and I said throughout the encounter we needed TWO nights. At one point, the dude at the front desk asked if we wanted one night, and I repeated again, TWO. They check us in, they're very friendly, we're relieved, and the room is very nice. Next day, we leave to go to the Finger Lakes to celebrate my FiL's birthday. An hour out from the hotel, someone calls my husband asking why we haven't checked out, someone else booked our room, we need to get out. We are confused - how many times did we say TWO NIGHTS?! My husband explained that we'd asked for two nights and that we were an hour away and had appointments booked at wineries we heading to. The hotel's suggested solution? They were going to PACK AND MOVE OUR THINGS FOR US to a different room. This sounded insane, but we were in a time crunch and had booked last minute - fine. When off the phone, we confusingly asked each other, if they can move us to a different room, why couldn't they just put the person who wasn't checked in yet into another room?! Well, it was their screw up for not booking us for two nights and putting us in a room that they reserved for someone else. Maybe this mystery traveler wanted our ground floor or king bed. We'd deal with it when we got back. Turned out in the end we didn't have to deal with much more than renewing our key cards - they cancelled our access but didn't move our stuff. So someone from the front desk thought it wise to call the customer and make their panic our problem when they obviously could have just....solved the issue (likely the way my husband and I figured they should). Fortunately the idea of our stuff, including jewelry and dirty clothes, being handled by strangers, didn't ruin the day, we're pretty easy going, but they rolled the dice handling this problem this way. Really did not expect this kind of treatment for nearly $300 a night.

Awesome hotel. The rooms are amazing clean and the housekeeping was awesome. The receptionist was a younger lady with glasses and was very kind and helpful too. The location is a little cut out from other areas and looks more like a business hotel. There are also a lot of handicap accessible options too. Would totally stay again.

My first time staying at this hotel. My honest review on this hotel is that it is clean, it has lots of space in the room, and friendly staff. Breakfast was okay, they had the basic breakfast stuff nothing special. Only thing i didn’t like was crossing the bridge to go back to the hotel from Niagara falls, there is a toll booth. So keep in mind this hotel is right next to a toll! 4.5/5 review.

The staff were friendly, knowledgable, helpful. The room was exceptionally clean. The breakfast was included, not gourmet, but hot and tastey. The location had easy access to highways. You couldn't hear the highway at all. In a very nice part of town, while near to Niagara Falls proper. We felt safe and that our car would also be safe in the parking lot [no parking fee either]. Ann at reception extremely personable and helpful.

Place was pretty clean. Room was super spacious. Walls a little dirty inside room. My biggest issues was the smell. It smells like floral perfume. I honestly thought the first night and day someone just wore too much perfume. It's very overwhelming and it permeated our room. I loved the hotel but don't know if I would stay again solely based on the smell. Hopefully rooms upstairs don't have the smell. It was very strong and gave me a headache.

Wow, this place is great, it has a gigantic huge property that you can walk around and see beautiful wildlife, I saw a whole herd of beautiful deer walking around the property, and is the biggest Holiday Inn Express I've ever stayed at, it feels like you're staying at a big Resort, I was greeted late at night by the manager, he was so kind and courteous treated me like family. The rooms are clean and it's very conveniently located to Niagara Falls and buffalo. I don't know what all the bad reviews are about but this place is spectacular and you can tell the management cares about the way the property is run. We will be back every time we are in Western New York.

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 doesn't close cause it doesn't fit. They didn't 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.

I walked into the room, King size bed in a King sized room! Spacious room. Clean and very well kept carpet and furniture. The HVAC was so quiet. Good breakfast arrangements with tea and coffee options. Yes, if I come back in this area, this will be my place to stay.

Visited this hotel recently and boy was I disappointed. I'll preface my next comments to say that I've been to over 30 IHG properties. On arrival, (a bit late in the evening) it looked really nice and in the pictures online it said it was a new hotel. It did live up to that expectation but the service was something else. On arrival at the desk, we were greeted with signs all over the desk that said 'no one is available, to check in call #'. The desk looked like a child had run through the area and turned everything upside down. I picked up the phone on the desk to call the number and a random woman in street clothes came out of the back room and asked if we needed something. I said we were here to check in. No Hi or hello or introduction to who she was. She just started typing away and when I asked her a few questions she came across as very annoyed and condescending. We got our keys and off we went to the room. The rooms at the new Holiday Inn hotels are really nice and it did live up to the expectation. I had requested a few extra pillows in the room and they were not there. I called down and no one answered, so I figured I'd take a shower and then try again. Still no answer. Tried a few more times and nothing so I went downstairs and could not find any staff. The lobby was quite crowded with what looked like a family but I could not find staff anywhere. The next morning for breakfast, the lobby was quite crowded. At the desk, again no staff and this time no signs, so we waited to see if anyone would randomly show up. A gentleman in, again, plain clothing and a LOT of jewelry approached us and asked if we wanted help. I was a little taken aback as he could be someone's strangely dressed Uncle. I said we were here to check out and he said just leave the key on the desk, then proceeded to walk away. Again no Hi or hello and acted like we were an inconvenience. I strongly believe this hotel is run by a family because of its lax service which is not great. We decided to stay for breakfast and upon entering the breakfast area noticed there was almost no selection (it was around 8 am) and what was left was cold and extremely stale. At that point, we were much more soured by the experience and left. I used quite a bit of points for this trip and found it to be the most unpleasant service I've ever received at an IHG property. Will not go back there as there are older properties in the area that have a 1000% better service. As an FYI: This hotel does not have anything near or around it. You should stay on Niagara falls boulevard or closer to Cheektowaga.

We are IHG rewards members so we prefer to stay at Holiday Inn, which is why we chose to stay at this location. Rooms are nice. The Indoor Pool goes from 3ft to 5ft and there is a workout room available. This location also has a rooftop bar available. They do offer breakfast however it was honestly pretty disappointing, cold, and overcooked. We just went to Bob Evans down the road. The only other complaint was when we asked for extra sheets the front desk clerk quote on quote "oh I see you got 2 queens beds you are good, we don't have any extras" paid $300+ a night but couldn't get an extra sheet. Ok. Otherwise it was a decent stay.

Honestly, this is one of the best Holiday Inn Express locations. The owner /operator is so kind and involved in daily operations. He's amazing with kids. It's always clean. The pool is perfect. The rooms are very clean. Comfy beds. It's a great stay!

Stayed 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 wouldn't change... advise front desk, they give us different room... Thermostat works but toilet leaks on floor... Didn't 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.

Took 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.

This 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 !

A 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!

Beautiful, 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.

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.