Holiday Inn Express and Suites Merrimack - Nashua by IHG

We are currently staying here because we just lost our home, belongings, and several of our animals in a house fire. The staff was aware of our situation.

What started as a conversation about a pet fee turned into one of the most insensitive and unprofessional interactions I have ever experienced. When my boyfriend explained that we had just lost everything in a fire, the front desk employee responded, “Did I cause the fire? Is that my problem?”

The situation escalated from there. The employee repeatedly made comments toward us, got in my boyfriend’s face, mocked him, and continued coming back out even after the manager told her to go into the office and let her handle the situation. When she eventually walked away, she blew us a kiss.

During all of this, a man who appeared to know the staff began recording us and mocking my boyfriend while we were visibly upset. Our two surviving dogs, who were trapped inside the house during the fire and have also just experienced something incredibly traumatic, began barking while multiple people were surrounding us. Their barking was then used against us during the confrontation.

We were initially told we had to leave. We have since been allowed to remain tonight while the general manager comes in tomorrow to review the security footage, which we were told does not have audio.

I completely understand hotel policies, pet fees, and rules regarding animals. That is not why I am leaving this review. A pet fee could have been discussed and resolved professionally in a matter of minutes.

What I cannot understand is treating people who have just lost their home and animals with this level of hostility and then responding to their tragedy with, “Is that my problem?”

We weren't asking for special treatment. We were asking to be spoken to like human beings.

I sincerely hope the general manager takes what happened seriously when the footage is reviewed tomorrow. No guest, regardless of their circumstances, should be spoken to or treated this way.

I loved the location!

The breakfast was great.

Convenient to the Merrimack outlets

Terrible customer service at the front desk, the housekeeping is slow and they don’t do a great job cleaning. The breakfast is excellent. The pool and pool area are the best feature of the hotel. They need to learn to be kind and polite to the customer and make sure they have a great stay.

This is a rundown motel that is located near the Merrimack Outlet. Aside from that, there were very few good things about it. The furniture in the room showed its age. For example, the sofa had its top fabric torn in a few places. The bathtub faucet couldn't be completely shut off when you switched to the shower heads.

What's the worst, was the sound-proofing of the room. Basically it didn't exist. We could hear clearly every step of the upper floor room guests, and we could tell exactly what they were doing 5 am in the morning. If anyone was speaking even outside the building, we could distinctively hear each word they said. We didn't had any good sleep for the two nights we stayed there, despite being exhausted both days.

To add insult to injury, we found the hotel double charged us for our stay, despite our reservation was fully prepaid through Chase Travel. When we called them to ask why we were double charged, they had no clue and just plainly said that our reservation wasn't fully prepaid. It's either IHG management or the hotel staff that was incompetent. (A small detail -- when I called, the staff had to ask my three-letter last name FIVE times.) In the end I had to open an dispute with my Chase ]credit card for the double charge. It was a completely disgrace.

The location is very convenient and the staff were extremely accommodating. If you have any requests I highly recommend just asking. I tend to not like Holiday Inns, but this was a very nice one and for a good price.

Although the hotel was clean, it was an older facility so it was very dark and not many upgrades. The staff were super nice and answered all of our requests

Clean. Friendly. Good breakfast.

Everything was pretty good very friendly staff good breakfast

Breakfast was good. Would of liked gluten free bread.

Convenience

The main lobby and the breakfast area was very clean and the staff was very nice.

The bed was comfortable and the breakfast was really good! The staff was really helpful

AC was down for the night outside was freezing.

Front desk Very friendly