Holiday Inn Express Hotel & Suites North Conway, an IHG Hotel

Could not check in, Hotel was on fire! Had to find another hotel.

Worst run business I ever experienced. Building was filthy. Broken snack and ice machines. Listed as handicap assessable. Pool access ramp was locked and they would do nothing about it after complaining. We both have mobility problems . Made any enjoyment very difficult. Regardless of this bad experience I tried booking again this September to see family again. We booked two nights hoping to at least enjoy that and maybe do a little swimming. I had confirmation number anticipating a little relaxation. Today I was sent an email saying my reservation was cancelled. No reason why. I tried to call the front desk as told to do. No answers on multiple calls. I called Holliday Inn reservation desk with very little help. They told me to call front desk. They eventually informed me that the hotel was closed until further notice. All they would do was book us 40 miles away at member's discount. That was not an acceptable resolution. Inconvenient for my intended stay. Also I am a member so I can get member's rate myself. Disrupting my plans 20 days before with no acceptable compensation is not good customer service. If the treat long time members that way I feel sorry that is not a member. I can also guarantee that NOBODY from the company will reach out to me. There is so customer service with this company. I will continue to try get some kind of resolution from the company and will go as high up as I can. Holiday Inn Thanks for nothing.
Dave Ranelli
Nashua NH

Location

This hotel was so disgusting that our family made the decision to leave our stay after one day even though we knew we would be losing money for the days we had already paid for. The room smelt like wet dogs, the bedding was filthy, the hallways were litered with trash. The shower was so bad we refused to shower while here. And, the pool area looked almost abandoned with no cleaning of the pool or patio area. I would not recommend anyone staying here.

Bathroom is not cleaned and exhaust fan not working and shower curtain where smelly.

Friendly and helpful staff. The room was clean but outdated and the bathroom smelled like humidity (shower curtain).

The location was good.

Great stay

This property is disgusting. Nobody notified me that the property would be under construction. The exterior is Tyvek, boarded up windows, chipped paint. The inside is worse. The air in the room is mildewy. The toilet hadn't been cleaned in ages and was so disgusting, everything was dirty. There was mold on the bathroom ceiling. Obvious HVAC issues. When I brought up the cleanliness of the room to the front desk manager, she didn't care and was unwilling to help me. She told me the head of housekeeping was gone for the night and nobody could clean the room until the following day. She wouldn't even take my name or room number. She refused to give a refund, and I disputed it with Expedia and was refunded one of two nights. We didn't stay there. We couldn't. Don't waste your money. Spring a little more and go down the street to Cambria.

The hotel was being remodeled and it definitely needed updating! Bathrooms outdated and floors cracked, tub cracked and old. Smelly rooms. The hotel should have closed down or closed the floors they were renovating. Definitely wouldn’t have stayed here if we saw the condition it was in.

Bathroom was in desperate need of repair!

Room was clean and breakfast was good

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The staff is awesome and friendly and helpful. They are undergoing renovations so it wouldn't be fair to say it wasn't clean, it was, but there were a few things that I hope they include as the reno continues. The tub was worn and chipped. The bathroom door didn't close all the way. The controls for the AC didn't work. (The room was cool thankfully but we were unable to adjust it), phone is broken and all of the easily accessible outlets (at the bases of the lamps) were too loose to grip the plugs so had to move the nightstand to get an outlet to charge my phone. The TV remote was useless, all you could do was scan up and down, the guide button and channel numbers didn't work, it was weird. The pool was nice and clean, plenty of towels and a small outdoor area with some shade. Only 3 of the 8 or 9 jets in the spa were working. Breakfast was surprisingly good, lots of hot and cold choices and the coffee is amazing. Oh, the beds are super clean and comfortable. Overall for me I'd give it a 7 out of 10, but they'll be even better with the full renovation. 😁

I would like to start out saying I never write reviews. Our terrible experience with this hotel is what is prompting me to write this review so that others may avoid having our experience . We stayed at this Holiday Inn back in June 2025 after booking this room back in December 2024 for a softball tournament up in North Conway. We booked a room with two queen size beds. We showed up early the day of our stay and after checking in went up to our room. My mistake was not double checking the room down at the lobby. We were given a king bed room and when I went down to see what happened the manager blamed it on a computer error on the Holiday Inns end but said there was nothing they could do about it because they were fully booked. I tried insisting on switching rooms because it was my husband myself and my twelve year old daughter but all the manager did was refund us the difference of the queen room and gave me the GM and the CEOs email. I am going to backtrack and tell you as we went up to our room the first time we realized the hotel was under renovation and had maybe 3 ft by 3 ft holes in the hallway walls showing pipes and all the door numbers were on the ground by each door. We also realized our peep hole was gone so you could look into our room from the hallway. Our pull out couch also had dirty sheets on it. The bathroom shower smelt of mold. When the manager could not move our room she did say someone would change the dirty sheets and fix the peep hole. They did this when we were at the first softball game. I made the mistake of leaving my daughters backpack in the room with her Beat blue tooth headphones in them. We realized on the way home the headphones must have gone missing from the room. I called the hotel to ask if they were turned in or found in the room somewhere but they were not. I have emailed the GM who wrote back after some time with a simple apology but when I responded with that is not good enough after the experience we had and the loss of my daughters headphones she simply did not write back. The CEO never responded at all. I feel after the loss of my daughters $150 headphones and the downsizing of our room without our knowledge after booking so far in advance we should have at least been refunded our stay. This hotel is not worth staying at as there are plenty of other options in North Conway.

Accommodations were atrocious. Cobwebs - peeling paint on the ceiling - refrigerator compressor loud enought to wake me up at night. Peeling lamination on furniture. Broken and cracked tile in bathroom. Sheets not changed. Peeling wallpaper. Heater vent rusted. Have pictures to back up these allegations. At over $200 a night this was a disaster.We belong to the Holiday Inn club was told to contact jennifer.cosentino@stayatchoice.com have not contacted her yet. Very disappointed in IHG Brand at this point. We don't very often complain but this was absurd.

Read the comments regarding their big renovation. Mold on the ceilings, getting locked out of room requiring the staff to reprogram
Our keys 6 times in 3 days! Free Breakfast was great, staff were kind and friendly! Pool was great for the grandkids! Downside construction staff sitting near the entrance doors smoking and swearing! Over all stay OK! IHG didn’t plan very well consider the occupancy was high because July is a big vacation week! I checked the IHG WEBSITE and they had no vacancies at this Holiday inn! I had to book at EXPEDIA.com