Holiday Inn Express New Haven by IHG

We had to stop because of a snowstorm, and the staff were friendly and accommodating. Even with low temperatures causing a water main break in the area, Angie and Jan at the front desk were very helpful. Best hotel breakfast I’ve ever had.

The front desk women were kind, but the way management handled the bed bug I found was awful. I woke up with it right in front of me and reported it immediately. A staff member came to the room, saw it, and said bed bugs weren't as bad as people say, and that I should wash my clothes on high heat. I asked them to sanitize my belongings. General manager Catori Stewart-Hanes refused, saying she didn't want to contaminate the laundry room, that my things weren't her responsibility, and that there'd be no refund unless pest control confirmed an infestation. I hadn't asked for a refund. I bagged my belongings in plastic and asked for her name. She pointed to her cards and told me to leave the lobby. As I was already leaving, she said I was being kicked out because I was frustrated. I didn't insult her, disrespect her, or make a scene, and said the cameras would show that. She never apologized or even suggested a laundromat nearby, just said it wasn't her problem. I can't recommend the hotel. Her response showed no care for hospitality, crisis handling, or integrity. After I told local people what happened, I learned the place's hygiene problems were apparently well known. In response to the manager: that whole paragraph is a lie. I have photos, and the hotel has the footage, but the business review page doesn't let me upload pictures. My account of what happened is true, and I have time-stamped, dated proof with location information. Handle that however you want.

I’ve been here for almost a month for work, and it’s easily the best Holiday Inn around here. The manager has done a great job making it feel like a home away from home, and everyone’s been great. Jan is the best. John on the night shift keeps me posted on the drinks they’ve stocked and any new food, and Chrystal has always been patient with me.

The staff made the stay easy. Katori and April were friendly and chatty, and had some good suggestions for nearby beer and wings. My room was clean and comfortable, and Angel did a very good job cleaning it. The breakfast worker, whose name starts with L, was friendly too. She seemed new but was doing well. I’d encourage people to see for themselves. I was happy with my stay, even though I’d been a little nervous after reading some reviews. Some of those reviewers seem pretty theatrical. The renovation notices are posted at the entrance and in the elevator, so guests know parts of the property may be imperfect while work is underway. One complaint about missing baseboards made me laugh, since it’s obvious they’re replacing hallway carpet. The company is working on improvements, so what did people expect?