Holiday Inn Express & Suites Albany Airport Area - Latham by IHG

We’ve stayed here many times over the past six years while visiting family and while our daughter attended Russell Sage. We used to love the location, but after this stay I’ll think twice before booking in the area again. The room we were given as an upgrade was far from my father-in-law and the rest of the hotel. I’d have preferred our original room. It was spacious and well equipped, but there was food and crumbs on the rug and couch, along with large ants on the floor. Management sent someone to vacuum after I reported it. Later that evening we found a light that didn’t work, another with all its bulbs missing, and a dirty shirt behind a chair when we moved the furniture to check whether the light was unplugged. Manager Scott replaced the bulbs and said the GM would get back to us the next day. No one did. I’m editing this because I was asked for my information and told someone would contact me, but I never heard a word. I’m not impressed at all. I also don’t want 4,350 lousy IHG points, worth about $20. I’d much rather have received the response Scott promised. That’s customer service at its worst.

Parking was the big win for me. I drive an entertainer coach and need room for a 60-foot bus and trailer, which isn’t easy to find. The mezzanine-style lot here is spacious, with room for several large vehicles without blocking smaller ones. Maddy handled my check-in and made sure I parked in the right area. She was knowledgeable, kind, and genuine. The room was spotless and up to date. There’s guest laundry on site, plus a gym and pool. Everyone working at the hotel was cheerful and welcoming. I’ve added it to my preferred list and passed the details along to Empire Live in Albany so they can recommend it to artists and crews.

I left my favorite sunglasses behind a table and called to ask if the staff could look. They checked again and found them, which I really appreciated. The service was great. The room was clean, the pool was nice, breakfast was very good, and the location worked well for me. I was happy with my stay and would definitely recommend this hotel.

I spent over a month here with my special-needs child after a house fire. The staff were understanding, sympathetic, and accommodating during a really difficult time. When I explained that my son runs and jumps, they readily moved us from the fourth floor to the first. Housekeeping kept the room clean, so I didn’t have to worry about that, and the manager clearly cares about the place. The heated pool was nice for relaxing, and the breakfast was fresh every day and better than any hotel breakfast I’ve had. The breakfast attendant does tend to hurry people along so she can clean up early, but otherwise the staff were pleasant. The rooms have Dove soap, shampoo, and conditioner, too. I don’t understand the bad reviews from people who stayed two to four days. I was here more than a month and didn’t have a single bad experience. The location is close to everything we needed. After everything we’d been through, having such a good staff made things much easier. I’ll stay here whenever I need a break or want a change of scenery. Thank you to the whole Holiday Inn Latham crew.