Holiday Inn Express & Suites Sturbridge by IHG

Clean sheets, late checkout, and yummy breakfast. I had a great time, though there was no access to the pool. Mackenzie told me the business is family owned and the owners don’t want to pay for a pool maintenance system or an employee. She said they look after the pool themselves to save money, which leads to constant problems and the pool never meeting public safety standards. Mackenzie was rude and smelled like tuna. 🤢 The hotel was otherwise nice. 😭😆❤️👍

I’ve been an IHG member for 15 years and stay loyal while traveling for work and personal life. I like Holiday Inn Express hotels and usually expect a similar experience, but not here. The hotel itself was clean and neat, but service and management need a lot of improvement. With my tier status I normally get perks like an hour of late checkout. Here, I was told 11am, gotta go. Management said they needed to clean the room, even though plenty of rooms on the floor were empty, with doors open, and I saw only one cleaner. It felt as if I was the bottleneck while they couldn’t get to the other rooms. I had to leave at 11:12am after checking in at 5am. Terrible customer service for loyal IHG members.

This Holiday Inn has a bed, electricity, and bugs. At night, when I entered the room, they came scurrying out of a hole in the bathtub. The elevator is slow, so don’t use it. The general manager, Melissa Luukko, might charge you to let you out. Be ready to spend your time chasing down amenities, and skip breakfast. I might have vomited, as I did. Go to the Public House down the road instead. It costs less and is much nicer. P.S. Melissa Luukko, the general manager, is whining that my review isn’t current. Melissa, it’s within three months, so it is current. If management hasn’t changed, nothing has changed. You’re still there responding to all the complaints. Get a toaster that TOASTS the bread instead of only warming it. Have you fixed the pool?

The location is easy to reach from the major highway, but I should have stayed at the Holiday Inn in Auburn, 20 minutes away. I won’t stay at this Holiday Inn again. The rooms were disgusting. When I pulled the blanket back, what looked like blood was on the sheets. Housekeeping seemed calm and unsurprised when I asked them to change the sheets. There was black mold or plain filth in the bathroom, and the floor by the entrance was so slippery that I fell and hurt my arm. The towels smelled awful. I don’t think they bleach or sanitize them, and they smelled like they were washed with filthy cleaning towels. The breakfast area was stocked and nice and clean until my last day, a Monday. They may have been short staffed. Staff were just okay, and nobody seemed to smile or look happy. Hospitality should include smiling.