Holiday Inn Express Boston - Saugus by IHG

The employee who checked us in was amazing, and our room was clean, comfortable, and just right. Breakfast was pretty typical for a Holiday Inn Express, but everything was fresh and hot. The hotel is on a divided four-lane road with crazy traffic, so getting into or out of the parking lot can be chaotic.

I’m writing about how the hotel handled billing and cancellation for a reservation I never used. In July 2025, I booked five nights for an October girls’ trip to Boston. There was no prepayment required. Our plans changed and we stayed somewhere else. I thought I had canceled, but apparently the reservation was still active. I never arrived, checked in, got a key, or used the room, yet I was charged about $1,400. I expected the one-night charge stated in the policy, not the full five days. When I disputed the bill with the hotel, I was told I had been on the property the entire time, which isn’t true. There’s no record of me checking in, getting room keys, or staying in the room. In fact, I was 30 miles away at a different hotel. Since November I’ve tried several times to sort this out with management, including the General Manager, but my calls and messages have gone unanswered. My credit card dispute was also declined because the merchant said I was there for the whole stay. I’m disappointed both by the charge and by the lack of follow-up or accountability. Future guests should confirm cancellation policies in writing and keep records. I have a screenshot of my reservation showing the one-night charge policy.

I travel often, but this is my first review. We stay here whenever we fly out of Logan early, and every visit has been welcoming. Whoever greets my girlfriend and me recognizes our loyalty and treats us with kindness. The staff are incredible, the rooms are wicked clean, and the beds are comfortable. Breakfast is always good, and the breakfast girls are great. On our last stay I left my iPad and some cash in the room. Before I even realized I’d forgotten them, the hotel called to say housekeeping had found my things. They held onto everything until I could return to Boston to pick it up. Really great property and people.

Kathleen at the front desk was especially friendly and helpful, and the housekeeping staff were hardworking and polite. The complimentary breakfast had plenty of good choices, and the Holiday Inn was very clean. I do wish the rooms had smart TVs, but I enjoyed my stay and will definitely come back.