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Frequently mentioned in reviews: room (56) hotel (47) staff (26) nice (22) parking (22) stay (21) clean (20) rooms (19) night (17) location (16)
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  • 5/5 Alison R. 2 years ago on Google
    We had an amazing experience! Checkin went smooth and the lady was super friendly and nice! The hotel doesn’t seem anything special from the outside, but the rooms are updated and beautiful! Super cozy and trendy! When we got to our room there was towel swans on the bed with a ‘thank you’ note for choosing The Holiday Inn, inside the card was a note that said enjoy the sweet surprise in the fridge…. And there was chocolate covered strawberries in there!! That was an amazing surprise and super thoughtful and cute! They were delicious. Also with these times we are in right now I will note that the hotel was super clean and we felt very safe! We stayed in a room with a jacuzzi tub and it was huge! Highly recommend this hotel! We will be back! :)
    4 people found this review helpful 👍

  • 3/5 John L. 1 year ago on Google
    Hotel is located in a great location. Rooms have been updated and are pretty nice; however, the overall hotel is pretty old and the hallways and common areas have not been updated and are not all that attractive. The place feels old a run down from the point you walk in the front door. We only spent one night and if we were to do it again, we would actually stay at a hotel outside of town for a much cheaper rate and nicer/newer hotel and just pay the $30 parking fee which is using the hotel's parking lot anyway. If you have never been to the Falls, save your money and book a hotel within 30 minutes and just pay the parking fee. You can walk to the falls from this location. It is down here going (easy) and uphill return (which can be a little tough depending on how much you walk. The front desk staff was very nice and I give them an A+++ for check-in and various support they provided during our stay. The TV in our room was pretty small compared to other hotels and if you changed the channel after a few minutes it would give a connection error and quit working. For as nice as the rooms are, the TV needed to be better than it was. Not a big deal as we were at the falls for the view not the TV.
    4 people found this review helpful 👍

  • 1/5 Noor D. 1 year ago on Google
    I recently stayed at this location for a weekend. The one star is for the friendly staff downstairs, other than that everything was bad. Considering the rating of the hotel and the price I would have assumed the cleaning services would be up to par but I am very sure no one cleaned the room and they just made it look presentable. The counters were filthy (thankfully I hade disinfecting wipes) and when I was wiping them down it looked like no one had wiped them in a while and there was brown dirt coming up on the wipe. There was also hair on both sinks and in the tub. All the corners and edges of the floor were full of dust bunnies and dirt. I wasn't sure they replaced the beds so I went downstairs and asked for pillow cases and sheets and changed them myself. Honestly did not expect to spend time cleaning the room at a 4 star hotel. We also didn't even get a single towel and had to wait to get those delivered, even though we checked in late due to lack of staff. I am very disappointed in this stay. We have often chosen to stay at holiday Inn in the past, but if this is the direction they are going in, I don't plan on picking them for any of our future trips at any location. I understand lots of places are understaffed, but don't fill the hotel up if you don't have the people to accommodate the experience you advertise. It's unfair to the staff and unfair the consumer.
    4 people found this review helpful 👍

  • 1/5 Michael N. 1 year ago on Google
    This is by far the worst IHG property I have ever stayed at. I called in to book my stay using my IHG rewards points for my birthday. The agent told me I only had enough for one night and had to pay $600 for a single night. After doing some research I purchased 65,000 points using the promotion and the points I had on my account. The total ended up costing $220/night. On arrival I was unsure where to park as this information was not provided. I called the hotel but they do not answer their phones and the voicemail was full. We ended up having to park in a paid parking lot and walk to the hotel to ask about our complimentary parking. There are no signs indicating where the parking is for Holiday Inn guests. The check-in process was quick and we received our room keys promptly. However, after going up to our room we were very disappointed with the state of cleanliness. There was rotten food left on the porch and a pair of grey panties on the lamp shade near the bed. We asked the front desk for another room and they were able to accommodate the request. After getting to our next room there was food left in the fridge and a giant black wasp on the curtains. They sent someone up to clean the fridge and get rid of the wasp but the amount of time we had to wait to utilize our room was unacceptable. For an IHG property in such a prime location of Niagara falls I truly expected better. What a waste of rewards points...
    4 people found this review helpful 👍

  • 1/5 Michael G. 1 year ago on Google
    We booked this hotel thinking because of the free parking it would be good value for money, but it wasn’t. We booked and paid for “king balcony room” thinking we would have a decent room with a balcony with some sort of a view. We were given a dark room beside reception desk with no balcony but they called a sliding door out to the parking lot a “patio”. It also had no lights other than small bedside lamps. I wouldn’t consider opening my sliding door to parked cars in a parking lot a patio view. For the amount we paid, I was not impressed. When I asked the front desk they said they had no other balcony rooms left that’s why we got that room. I asked to move rooms and they said they had no other rooms available. When I checked online, there were other rooms available to book for that night. You’re better off booking at a cheaper motel for what you get. It also was not overly clean, our bathroom floor had hair on it when we got there. I wish we spent the extra $40 for parking at the original hotel we were going to book with who had amazing reviews. Avoid this place if possible.
    3 people found this review helpful 👍

  • 3/5 The N. 1 year ago on Google
    Rooms were clean, recently renovated. Took me forever to figure out how to get hot water in the shower. Super noisy at night like others have said. You could hear every door slam and people talking in the hallways well past 2 am. Bring ear plugs! Staff friendly and check in and out went smoothly. Location was 5 stars. Short walk to everything you’d want and parking included with the room.
    2 people found this review helpful 👍

  • 2/5 Nourah S. 1 year ago on Google
    2 stars as the staff are friendly and helpful. The room was dirty and the floors were sticky. Even after housekeeping cleaned the room and the toilet doesn't flush. We also found cigarette butt in our room despite our room being a non smoking room. Breakfast wasn't worth the price and the omelets were lacking. This hotel is fine for a night, but I definitely wouldn't stay longer. The only redeeming feature was their customer service staff.
    2 people found this review helpful 👍

  • 4/5 Mary S. 7 months ago on Google
    The location is perfect. Not even ten minute walk to the falls. It is on the top of a steep hill, so get ready to exercise. Parking was free! Bonus for stuff a good area. Breakfast is NOT included. We were disappointed with no microwave, as we brought food to microwave for breakfast. Also, the air conditioner made a horrible sound at night. Very loud! There were not enough towels in the pool area and it took quite a while to get them. We found it strange you had to ask to get let in the pool. Hotel was pretty modern if you ask me. I liked the hardwood floors, as carpets in hotels always make me nervous.
    2 people found this review helpful 👍

  • 5/5 Len C. 10 months ago on Google
    From the moment we stepped through the doors of the Holiday Inn, we were greeted with a warmth and professionalism that was nothing short of extraordinary. The gentleman at the front desk, our first point of contact, was a standout - his welcoming demeanor and efficient service significantly contributed to the positive tone that underscored our entire three-night stay. Instead of the often impersonal atmosphere experienced at other hotels, here we felt a genuine sense of being cared for. This was especially evident in the approach of the housekeeping staff. Although we usually opt for privacy, preferring a 'do not disturb' sign on our door, the staff's proactiveness was truly commendable. On one occasion, as we returned in the evening, a housekeeping staff member went out of her way to catch our attention. Being so friendly, she asked if we needed anything from her cart or any other service she could provide. It wasn't just a question; it was an offer that came from a place of true hospitality. Definitely not used to that.. it's stuff like that which warranted us writing this review. This level of attentiveness and personalized service was simply amazing. It didn't feel like we were just another room number, but rather valued guests. It's these small things, the friendly smiles and the moments of unexpected kindness, that transform our hotel stay into an exceptional one. We would (and plan on) staying again soon!
    1 person found this review helpful 👍

  • 4/5 Matthew C. 3 months ago on Google New
    Stayed at this hotel for 1 night. The staff when communicating with them ahead of the stay was prompt and courteous. The hotel is ok and as you would expect from a 3-star hotel. The room was massive. There was 2 large queen beds and they were comfortable. There was a little nook where the coffee and sink were, unexpected but appreciated it. Cons: The walls are pretty thin, and I was able to hear the next room fairly clearly. The balcony rails kept on shaking during the windy night, it was pretty annoying. Pros: Large rooms, large beds, good value, central to downtown Niagara, the road to the falls is literally in front of the hotel, free parking available, unlike other hotels that would charge you $25+.
    1 person found this review helpful 👍

  • 4/5 Jen M. 1 year ago on Google
    Stayed for 4 days, 3 nights in January 2023. Rooms were clean, cleaning staff friendly. Beds could use a mattress topper as they are a bit firm. Thermostat in our room was broken. Had it set to 80 but it wouldn't go above 70. Front desk also polite and friendly. Used the hot tub which could use a renovation as the button to turn on the jets does not work very well. The sauna was also not working. Cocos restaurant in the lobby had excellent food and good service but could use a better bar selection. Hotel in a good location being walking distance from many restaurants, shopping, casino etc
    1 person found this review helpful 👍

  • 4/5 Jeni K. 1 year ago on Google
    I liked so much about this property.... The location is great! The rooms are nice and spacious with a nice bathroom areas... The staff was wonderful. Its downfall is thin walls and sound control. Everything neighbors do is heard loud and clear. Our neighbors were in and out at 6am... (Maybe just getting in, who knows)... But the door closures (not even slams) were as if they were in our room. And it shakes the rooms. Wakes you up in fear almost.
    1 person found this review helpful 👍

  • 2/5 Sarah J. 1 year ago on Google
    I was disappointed in our stay. I have stayed at Holiday Inns before and I expected more. The lobby smelled. The halls and elevator was dirty. Our shower in our bathroom was not clean and when you showered within 30 seconds there were inches of water in the tub. You felt dirtier showering. There was hair all over the bathroom. The staff were polite but did not do anything to compensate for the shower issue. The free parking was a bonus but the parking lot was very dimly lit and there were drunk people hanging out in the parking lot making it feel not very safe. Location was good. Walkable to the falls and main attractions. Would not stay again.
    1 person found this review helpful 👍

  • 3/5 Pablo L. 1 year ago on Google
    Location of the hotel: 5 stars. The rooms seem recently renewed, and it looks nice. However, the room is not sound proof, so we could hear our neighbours watching TV and the ones from upstairs fighting and talking and grunting. There is no breakfast, which is OK given the price, but unlike other Holiday Inn, just keep that in mind as you don't have even coffee at the lobby. Finally, the lobby is more like a spot where you just walk through. There is no real area to sit and have a Zoom meeting, or to be quiet to do something with your computer. I'm giving it 3 stars because of the great location, but it fell short in other aspects where other Holiday Inn hotels excel.
    1 person found this review helpful 👍

  • 1/5 Sandy L. 4 months ago on Google
    I was scheduled to arrive with my 85 year old mother on Nov. 1st for a night at this property. We booked through the hotels website without using a 3rd party. We booked a flexible rate including breakfast which had a 24 hour cancellation policy. We left from Sarnia excited for the night away. Unfortunately we ran into a bad snow storm and due to the road conditions and accidents we witnessed, we turned around and went back home as we both agreed it wasn’t worth the risk. Upon arriving home, I immediately called your hotel (approximately 11am) and explained our situation to the reservation agent and asked that due to the circumstances could we not be charged for the room or possibly get a credit as we were still excited to potentially try again on a better day. I was advised that she could not authorize this but would check with the manager when he arrived. I received a voice message later in the day advising that the cancellation charge would not be waived. I am very disappointed in your decision as although it wasn’t 24 hours in advance, it was due to extenuating circumstances and we were still able to cancel that morning which meant the room could potentially be resold. I would hope the well been of your guests would trump the profit for your hotel.
    1 person found this review helpful 👍

  • 4/5 Lee D. 2 years ago on Google
    The hotel from the rear outside looks outdated and run done a bit. Inside has been redecorated so it looks better check in was ok the room itself was spacious and comfortable king bed which I slept well. Bathroom a little small not much space for wash bags. Unfortunately arrived to late to enjoy the hot tub
    1 person found this review helpful 👍

  • 3/5 Satish P. 3 months ago on Google New
    The front desk staff in the evening desperately require further training to satisfy and address requests from guests. The staff member could not merge my booking with my IHG membership and insisted that the demographics did not match even though all the information was correct. They kept me waiting for 30 mins in order to check in.
    1 person found this review helpful 👍

  • 5/5 Ethan T. 3 months ago on Google New
    Tony is the man. He went out of his way to make our experience phenomenal. If Tony isn't making significantly more than his coworkers he's being ripped off. He was that good. He accommodated us in every way possible, with a smile and a good attitude. Give Tony a raise.

  • 5/5 Rob Y. 3 months ago on Google New
    When we go to the Holiday Inn by the falls, we always get the Skylon package! Great value, highly recommend it! The Skylon dinner is always amazing! The only complaint was the breakfast at Coco's, the hotel restaurant was cold, we should have said something, but we didn't. It was tasty though.

  • 5/5 Chande H. 4 months ago on Google
    This is a very lovely hotel. It’s in a good location. Just a short walk to the beautiful falls. The rooms were very clean and nice. I would definitely stay here again if given the opportunity.

  • 3/5 Olivia P. 2 months ago on Google New
    Cons: Hotel rooms have very thin walls, we could hear the people beside us all day long screaming, yelling, coughing!! Then at night we could hear them snoring. TV Is very old. Not able to get Netflix or any streaming service. Pros : staff are very nice and friendly. Free parking was great. Nice location.

  • 1/5 John J. 2 months ago on Google New
    This is an older, 2 star hotel with economy grade updating applied to rooms. Our unit was not clean, showing signs of other guest's hair, dust in the corners. Tile floor, grout lines badly stained and sticky to walk on. Laminate room floors were cold, dust and crumbs around bed areas. The hard floors and walls are quite thin and other guest could be heard too clearly, voices and foot traffic. There is regular room entry door slams that could be heard at all hours as well disturbing your stay/sleep. The TV was one of the oldest obsolete 32" TV's you will see, poor non-HD picture. The remote batteries were dead. The location is the only plus here, you can walk down the hill to the Falls and across the street to the casino. If you don't plan to sleep or spend time in the room you might be ok. This place is nothing different from the motor motels that you can get for less on Lundy's Lane or Stanley.

  • 5/5 Jan G. 3 months ago on Google New
    I must say we were very satisfied with the staff and especially our room. The room was very beautiful with hardwood or luxury vinyl flooring and tile throughout. The layout was lovely with a mirrored closet and coffee bar, with another sink and mirror, located in an outside cubby near the washroom which had a separate door on it. With the extra sink and mirror it gave two people more room to get ready. The decor and furniture was pristine. The bed was so very comfortable. The whole room was very clean and well maintained. We had a king size bed with a balcony. In the summer months the balcony would be nice as it overlooked the outdoor pool. Due to our short stay with seeing a concert that night and leaving the next day, we did not get to use the indoor pool, hot tub or fitness center but they looked beautiful. We did go into Coco's bar located in the hotel. It was lovely and maintained well. We were told that the bar closed at 10:30, so we did not go back after the concert. We went next door to Margaritaville for a nightcap, but upon entering the hotel the bar was still open??? They could have had more concert goers come on had they not mentioned the close time. DOWNFALL.....you are required to pay your room fee and a security/damage deposit. These two fees are immediately charged to your credit card when you check in. However, to get that deposit back the clerk at the desk says it will take 3-4 business days for them to send the request for credit to your credit company. Is this really fair....them keeping your deposit knowing there was no damage to your room??? We are not happy that they are holding our money!!! Now to wait for the credit when Christmas is right around the corner. BONUS......free parking and close to the back entrance where the lot is. Other hotels parking is $40 to $60 per night??? Otherwise, it was a pleasant stay.

  • 5/5 Linda R. 2 years ago on Google
    I am an employee in the housekeeping department at this hotel. I enjoy working there and feel that the owners and managers are all very dedicated, hardworking team members, my co-workers and myself work hard to ensure that each and every guest has the best experience possible during the time they are with us. The hotel itself is located in the heart of Niagara Falls and is conveniently situated in an area that allows easy access to many venues, attractions, as well as major highways and the U.S. border.

  • 2/5 Prajwal K. 8 months ago on Google
    Good thing about this hotel is that it's at walking distance from niagara Falls. Apart from that, most of the things are awful. The room was stinky. No body wash was provided. While booking, it says in- room safe is available but it's actually not. Also even if you book room with falls view, actually falls is not visible from the room we got. Breakfast was decent.

  • 5/5 Hamad A. 8 months ago on Google
    This is by far one of the best hotels i have stayed in. I was given room 208 on a second floor. This floor has laundry and microwave. Room was clean and service is friendly. I loved the atmosphere in here, which makes me feels like I am home. Everything is walkable from here. And fyi, car parking is also free. I stayed for four nights here and 100% recommended to everyone one to book here. I will be booking again when i am visiting again.

  • 4/5 Ida M. 2 months ago on Google New
    So I paid for a king room with balcony and a deep jet soaker tub because I have fibromyalgia. I paid a higher rate with no perks aside from parking. When I checked in I got the wrong room. Was told that the other room was booked and they could not do anything. I had booked through a 3rd party without knowing because the hotels website doesn't allow you to call them directly. DO NOT USE PRICELINE, they booked the wrong room. Also bring your own robe if you want to use the pool that is located at by the front desk. They do NOT provide robes. Otherwise it is a nice place to stay. Not too big but close to the falls and across the way from the casino. The staff were nice. The restaurant is too expensive and had the gull to say that there is a turist tax. That is something they are doing the is in reality not legal. A tax would mean it is sanctioned by the government. All the restaurants I went to removed it. Except this one and to top it off also charged me 15%hst. Food only has 8% HST. So she said it was a tax for the use of the hotel and restaurants. I said that is what I paid for already when booking. So I said fine. But I didn't leave a tip. My tip is don't scam the people whom you depend on to make your business a success and feed the family.

  • 2/5 Rima T. 11 months ago on Google
    As some other reviews have mentioned, the hotel is pretty old needs a huge update. It is clear they have attempted to do some renovations but not a full overhaul and the hotel still feels very run down. Given the nightly nightly cost of the room I expected more. The bedrooms were pretty clean, but the bathroom had no fan or ventilation, leaving a very musty smell. We had booked two rooms and noticed this issue in both rooms. The shower drain also has not been cleaned well, so the tub would immediately fill with water. The hotel staff was very nice and tried their best to accommodate but there were limited options as the hotel itself is simply too old. The location is close to the falls which is nice, but honestly even that did not make the experience worth it.

  • 4/5 Maureen G. 9 months ago on Google
    The only problem was the patio door needed to be replaced and the drapes, other than that it was very nice. The added touch towels made into swan on the bed and chocolate covered strawberries in the fridge. Breakfast was excellent . Fantastic location.

  • 5/5 T H. 1 year ago on Google
    Everything was excellent. We were made to feel very welcome by the staff at the front desk; indeed ALL the staff were very friendly and courteous courteous. Our room was clean, spacious and comfortable. We highly recommend the Holiday Inn on Murray Street. We will definitely stay there the next time we visit Niagara Falls.

  • 5/5 Soumya S. 1 year ago on Google
    I requested an upgrade which I requested over the phone few days before check in date, and the staff was happy to set me and my partner for a king bed with balcony, which was nice of them. I have checked into many IHG hotels where the staff is really friendly, multitasking and attentive. The lady who checked us in seem to be rude and she cut me off when I was trying to ask questions. That is not really polite. All my stars are going for cleanliness. The housekeeper on that floor was very nice, I requested to drop some towels to my room and the front desk in the morning sent her. Overall experience could have been better if we got a smile instead of absurd look during check in!

  • 5/5 Melissa S. 1 year ago on Google
    Great experience! The rooms were nice and clean. It’s located right beside fallsview casino and shoppes. Clifton hill is just a 10 minute walk. The hotel doesn’t look like much on the outside, but the inside is so clean, updated and the staff are super friendly. Jenny works as a hostess in COCOs restaurant-she was an amazing asset to the hotel and super nice. There is so much to do in this location. Marine land is also a 5 minute drive. Well worth the money! I am also a picky person,but overall amazing. I’m not sure if maid service was everyday, but I asked the maids to give us clean towels and make our beds. It was done with no hesitation.

  • 4/5 STORMIN N. 2 years ago on Google
    Good time as always. Rooms clean and comfortable. I give it at 5 star but the shower pressure is terrible. I get to be environmentally friendly but my wife has long hair and can't get the soap out, watch out lol. Just put a better shower head on and save the husband's from stress 😩

  • 5/5 Greg E. 2 years ago on Google
    Staff were helpful room was clean and the cocktails were delicious. FYI you have to reserve time slots for pool (due to covid) would have been nice to know in advanced. I also have a suggestion, you could totally make the outdoor pool into a courtyard skating rink with string lights and a coco cocktail bar! We will be back next winter hoping. Also free parking!!

  • 1/5 Rhythm G. 1 year ago on Google
    So we came here with the high expectation as we have never been disappointed by IHG hotels and specially holiday in and today we were utterly disappointed by the service. After complaining twice about the phones receiver not working we were told ooops sorry, we forgot. They have got to be kidding if they expect us to come down every time we need something and ask the receptionist for assistance. That was not all, the Wi-Fi barely works, there were no glasses in the room. When asked the receptionist, they offered to bring plastic cups and then a minute later i was told sorry we don’t have those either. The night auditor Paul was very understanding but couldn’t help us as the hotel was fully booked and so he was like i am going to leave a note for the morning team to offer you free breakfast or compensate your stay here because there were multiple problems and it only seemed fair. But the morning team was a disappointment again, not understanding at all. Worst holiday inn i have stayed at so far. Will not come back and i don’t recommend staying here. I would give 0 stars if that was possible.

  • 5/5 Richard V. 1 year ago on Google
    This hotel has the perfect location! The customer service was excellent and the rooms are very comfortable/clean. 😊

  • 3/5 William A. 1 year ago on Google
    There was a piece of plaster at the bottom of the pool that I sliced my foot on. Room had no carpet. Other than that it was an overall decent experience

  • 1/5 Derek E. 1 year ago on Google
    BEWARE THEY STEAL YOUR MONEY !!! Watch your credit card with this hotel. I booked a two night stay June 17 & June 18 2022 back in April 2022 directly threw the hotel and didn't even receive a confirmation email that it was booked. Called sometime in May 2022 a month before my check in date to cancel my room because our plans changed for that weekend. The person on the phone said the room was cancelled and "not to worry" so I didn't. Fast forward to June 17 (original day of check-in) and I get a phone call that I am being charged a "no show" charge of 248.00 CAD ! I explained my situation to manger John Belli via phone call and also emailed manager Michael Yerich that I had cancelled over the phone. They said nothing because I didn't get a cancellation email (even though I never even received a confirmation email that I ever even booked at the hotel). John Belli was super rude and unhelpful. Head Manager Michael Yerich didn't even respond to my email and told other managers he formed his decision and there's nothing anyone can do to fix it. I've tried calling countless times and he's just ignoring my calls. I even offered to get a credit just so 248.00 of my hard earned money doesn't go to waste and still they did nothing. I confirmed with front desk that they have my correct email on file and what a surprise they had the right email !! This is 100% a complete error on their end. Clearly the staff handling their reservations don't know how to send an email after booking, and forget to make cancellation requests made by customers. Customer service can't be trusted and clearly staff aren't being trained properly. I'm shocked at how they handled this. Horrible timing to get charged 248.00 CAD after being off work due to severe COVID 19. I will be taking this up with Head office for sure.

  • 1/5 Dan M. 1 year ago on Google
    Horrible experience. Try to get a room tonight and they would not rent me one, even though they had multiple rooms available. My friend is visiting from Ukraine and I happened to be local. When they asked for my ID, and saw that I lived locally, they declined to allow me to stay at their hotel as a paying customer because they are apparently reserving their rooms for tourists. I mentioned to them that my friend is visiting from Ukraine, a war torn country and it would be very nice of them to make an accommodation as she is not local, she is from Ukraine. The adamantly declined for me to pay the $200 that they wanted. I am a local patron who stays at this establishment throughout the year, probably around 10 times per year. They will definitely lose me as a customer and I thll never stay at this holiday inn again. They said it was their policy, if their policy is to lose customers, then it has worked. 👍

  • 5/5 T F. 1 year ago on Google
    My mother and I booked a last minute overnight trip, we looked for a hotel that offered parking. There is a decent sized lot in back of the hotel. Nice, clean, comfortable room. Friendly staff. We did not use either of the pools due to time constraints but they both looked nice & clean. I would just avoid using the restroom in the lobby, it did not smell very pleasant.


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