Holiday Inn Express & Suites Boston South - Randolph by IHG

The woman working in the breakfast area did her best, but she was left alone with more than 50 people and couldn’t keep up. Food kept running out, and neither the coffee machines nor the pancake machine was working. The bathrooms were dirty, and even the rooms weren’t cleaned properly. There should have been more kitchen staff, and a supervisor or manager on duty. When I asked for one, the front desk said nobody was available. My family and I stayed when the hotel was very busy, including a large group of kids. You pay good money and are expected to be out early, but we couldn’t even get breakfast because things kept breaking down and one person was expected to do everything. I’m not blaming her, she did what she could. It was frustrating to see everyone else sitting around. The service during our stay was very disappointing and unacceptable.

The room was clean, and the pool area was well kept. The man at the front desk was kind and helpful. This was our second stay while visiting Boston, and we’ll definitely choose this place again if we’re back in the area. Make sure you leave time for breakfast. There’s plenty to choose from, and they keep refreshing the food throughout the meal so there’s enough for everyone.

We couldn’t sleep because loud music played every night until 3 am, and there was no room available for us to switch to. We stayed for 4 nights. The room itself was okay, but neither the door lock nor the bathroom lock worked, which made us feel unsafe. Not a good experience.

After I contacted Expedia, the property manager said I couldn’t get a refund because I had no proof. They also said nothing could be done because I booked through a third party. Expedia called the hotel, but nothing had been entered into the computer. A manager had said I might get a credit, and I was told his boss would call, but no one has contacted me. It’s been 2 weeks. My family had traveled from out of state for an event, and we booked a suite in advance. When we first checked in, the room looked fine except for rat poop on the couch. I told two staff members, who confirmed my number and said they’d contact me about changing or upgrading the room. When we came back after 2 am, nothing had been done or even logged. Another staff member entered it then and wanted me to wait while he checked for an available room. I had a toddler and a senior citizen with me, and we were exhausted. We were offered a regular room even though we’d booked a suite, so we stayed where we were. Cleaning services came the next day. I spoke with four different people about it. I tried to explain that my toddler touches everything and puts her hands in her mouth. It’s crazy to find rat poop on the couch after they’d contacted me earlier that day to confirm what time I’d arrive. Where was I supposed to go at 2 am with a toddler and a senior citizen? The reviews were good, so I didn’t expect this. Why would I lie? The staff weren’t even surprised. Someone said it was field mice on the first floor, but couldn’t understand how it got to the 3rd floor where we were. I’ll never go back.