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Reviews of Holiday Inn & Suites Marlborough, an IHG Hotel

3 out of 5
Holiday Inn & Suites Marlborough, an IHG Hotel
265 Lakeside Ave, Marlborough, MA

Reviews

7.6

Good

Rating 10 - Excellent. 76 out of 209 reviews" "
Rating 8 - Good. 58 out of 209 reviews" "
Rating 6 - Okay. 43 out of 209 reviews" "
Rating 4 - Poor. 19 out of 209 reviews" "
Rating 2 - Terrible. 13 out of 209 reviews" "

7.8/10

Cleanliness

8.2/10

Staff & service

7.2/10

Amenities

7.4/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

2/10 Terrible

Leslie

Liked: Cleanliness, staff & service
Stayed 2 nights in Oct 2023
Response from Daniela - Front Office Manager on 1 Nov 2023
Thank you for your feedback regarding your recent visit to our hotel, and please accept our sincerest apologies for the experience you have during your stay with us. Rest assisted that your comments will be shared and will be taken as an opportunity to make further improvements. We hope to be given another opportunity to serve you again for a better experience.

4/10 Poor

Joshua

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Decent hotel
There was roaches in both rooms that even got into our luggage and clothes the grossed experience ever had a Hilton. The staff. Were super helpful and friendly and breakfast was great.
Stayed 3 nights in Oct 2023
Response from Daniela - Front Office Manager on 25 Oct 2023
We apologize for the unfortunate experience you encountered at Holiday Inn Hotel & Suites. Our guest's health and safety is paramount to us and it is always a large focus of our property operations. We appreciate that you brought this to our attention quickly to address and correct any situations that might arise. We are working to ensure this situation is properly addressed.

4/10 Poor

Christopher

Stayed 1 night in Sep 2023
Response from Daniela - Front Office Manager on 24 Oct 2023
We strive to make each stay as pleasant and comfortable as possible, and we appreciate that you brought your experience to our attention. We take feedback seriously and will coach our team to make the necessary changes so we can provide a better experience in the future.

10/10 Excellent

Ariel, New London

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jul 2023
Response from Daniela- Front Office Manager on 25 Sept 2023
Thanks for staying here at Holiday Inn Hotel & Suites. We're glad you were able to sample our excellent service. We look forward to welcoming you back!

2/10 Terrible

Kathleen

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The bar/restaurant was great. Friendly bartender and food was great. Check in was not friendly. I was overcharged and not allowed free breakfast because of booking through Travelocity! Poor practice to say the least! Next booking I will do directly with hotel!
Stayed 1 night in Sep 2023
Response from Daniela- Front Office Manager on 19 Sept 2023
Thank you for your feedback regarding your recent visit to our hotel, and please accept our sincerest apologies for the experience you have during your stay with us. The Holiday Inn Hotel & Suites looks forward to seeing you on your next visit.

10/10 Excellent

Patrick

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very friendly staff! Extremely satisfied with cleanliness of the room and hotel in general.
Stayed 1 night in Sep 2023
Response from Daniela- Front Office Manager on 18 Sept 2023
Thank you for staying with us at the Holiday Inn Hotel & Suites Marlborough. We appreciate your loyalty with us. Thank you for sharing your honest thoughts of your experience during your recent stay with us. We take pride in giving an exceptional experience that all our guest always deserves. We look forward for having you in your next visit to the Marlborough area.

8/10 Good

Amy

Travelled with family
Liked: Cleanliness
Nice
Stayed 2 nights in Aug 2023
Response from Daniela- Front Office Manager on 29 Aug 2023
Thank you for your recent stay with us in Marlborough. The Holiday Inn Hotel & Suites looks forward to seeing you on your next visit.

10/10 Excellent

Lauren

Travelled with family
Liked: Amenities
Clean, conveniently located Friendly staff, very good breakfast, easy check in and out
Stayed 1 night in Aug 2023
Response from Daniela- Front Office Manager on 28 Aug 2023
Thank you for staying with us at the Holiday Inn Hotel & Suites Marlborough. I am so happy that your stay went so well and that you had a comfortable experience. We take such pride in providing our guest with a stay they will love, I am pleases we met those expectations. We hope to see you again in the near future.

6/10 Okay

Abraham

Stayed 1 night in Aug 2023
Response from Daniela- Front Office Manager on 18 Sept 2023
Thank you for your recent stay with us in Marlborough. The Holiday Inn Hotel & Suites looks forward to seeing you on your next visit.

8/10 Good

Bert

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023
Response from Daniela- Front Office Manager on 25 Aug 2023
Thank you for your recent stay with us in Marlborough. We are happy to hear you have a pleasant stay with us. The Holiday Inn Hotel & Suites looks forward to seeing you on your next visit to the area.

6/10 Okay

Verified traveller

Liked: Room comfort
Nice pool, otherwise mediocre
Misleading, said breakfast was provided at checkin but then tried to charge in the morning. Coffee brewer didn't work. Pool was nice.
Stayed 2 nights in Aug 2023
Response from Daniela- Front Office Manager on 20 Aug 2023
Thank you for your feedback regarding your recent visit to our hotel, and please accept our sincerest apologies for the experience you have during your stay with us. We hope to be given another opportunity to serve you again for a better experience.

10/10 Excellent

John, Shannon

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
There was a restaurant & Bar onsite with excellent service & very friendly staff
Stayed 2 nights in Aug 2023
Response from Daniela- Front Office Manager on 18 Aug 2023
Thank you for staying with us at Holiday Inn Hotel & Suites. I am so happy that your stay went so well and that you had a comfortable experience. We take such pride in providing our guest with a stay they will love, I am pleases we met those expectations. We look forward to seeing you on your next visit.

10/10 Excellent

Richard

Liked: Cleanliness, staff & service, property conditions & facilities
Had trouble with key entry first night
Stayed 2 nights in Aug 2023
Response from Daniela- Front Office Manager on 16 Aug 2023
Thank you for choosing to stay with us. As a valued guest, we appreciate your feedback and are pleased to hear that you had a great stay. Your feedback is vital to our ability to continue to improve our service. Thank you again for your time and come visit us again soon!

6/10 Okay

Conall

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Overall the stay wasn’t terrible, Staff was Friendly and helpful, the room was in poor shape, everything was clean, but head board was literally falling apart and the desk looked like someone played baseball with the edges. The carpet was ancient and there were two usable outlets, neither near the bed/night stands. The place was not as advertised. It’s rated as a 3 star hotel, looks more like rundown motel that they quickly tired to spruce up with cheap furnishings and weird design choices, like granite slabs for shower walls. It was wannabe high end. The place is very old, so you can’t fault them for everything but there’s definitely a lot that needs to be done instead of slapping a bandaid on it. Just a very strange mix of new and abused old things.
Stayed 2 nights in Aug 2023
Response from Daniela- Front Office Manager on 14 Aug 2023
Thank you for your feedback regarding your recent visit to our hotel, and please accept our sincerest apologies for the experience you have during your stay with us. I have alerted the hotel management regarding your concerns. I know they appreciate your sharing your experience, and I am confident they will take steps for further improvement. We hope to be given another opportunity to serve you again for a better experience in the future.

10/10 Excellent

Amanda

Stayed 1 night in Aug 2023
Response from Daniela- Front Office Manager on 5 Sept 2023
Thank you for your recent stay with us in Marlborough. The Holiday Inn Hotel & Suites looks forward to seeing you on your next visit.

8/10 Good

Clifford, St Petersburg

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Aug 2023
Response from Daniela- Front Office Manager on 9 Aug 2023
Thank you for choosing Holiday Inn and for taking the time to provide feedback about your experience at Holiday Inn MARLBOROUGH. We look forward for having you in your next visit to the Marlborough area.

6/10 Okay

Fabiola, Leominster

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Aug 2023
Response from Daniela- Front Office Manager on 9 Aug 2023
Thank you for your recent stay with us in Marlborough. The Holiday Inn Hotel & Suites looks forward to seeing you on your next visit.

8/10 Good

Erika

Liked: Cleanliness, staff & service, property conditions & facilities
The cleanliness
Stayed 1 night in Aug 2023
Response from Daniela- Front Office Manager on 8 Aug 2023
Thanks for staying here at Holiday Inn Hotel & Suites. We're glad you were able to sample our excellent service. We look forward to welcoming you back!

10/10 Excellent

Amanda

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was perfect.
Stayed 1 night in Aug 2023
Response from Hotel Management on 7 Aug 2023
Amanda, Thank you for your kind words and choosing to stay at the Holiday Inn & Suites Marlborough. We look forward to your next visit.

8/10 Good

Teresa

Travelled with family
Liked: Cleanliness, staff & service, room comfort
Location and bedding were great.
Hotel was close to the ice rink (reason for trip). Hotel had work being done on the first floor and caused the hallway to be hard to maneuver around. Breakfast tickets were needed, but breakfasts were very limited. Bread available for toast but slightly fed we’re too large to fit in toaster. Bedding was the best part of the experience. No microwave in room. Had to get the front desk to let you into the indoor pool. No shower near the pool even though it was suggested to shower before entering the pool.
Stayed 4 nights in Jul 2023
Response from Hotel Management on 2 Aug 2023
Teresa, Thank you for your recent stay with us at the Holiday Inn Marlborough. We hope that the Hockey Tournament was a success. We appreciate your comments and look forward to seeing you again soon.

10/10 Excellent

John

Travelled with group
Great!
Stayed 2 nights in Jul 2023
Response from Daniela- Front Office Manager on 19 Jul 2023
Thank you for choosing Holiday Inn and for taking the time to provide feedback about your experience at Holiday Inn MARLBOROUGH. We hope to see you back soon!

8/10 Good

Ann Marie

Travelled with family
Liked: Cleanliness
The rooms could use some freshening up. Tub finish was peeling, and carpets seem older. Staff seemed to be more interested in chatting with each other than greeting guests.
Stayed 3 nights in Jul 2023
Response from Daniela- Front Office Manager on 19 Jul 2023
We strive to make each stay as pleasant and comfortable as possible, and we appreciate that you brought your experience to our attention. We take feedback seriously and will coach our team to make the necessary changes so we can provide a better experience in the future.

10/10 Excellent

Gregory, CLINTON

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Always stay here on vacation
Stayed 1 night in Jul 2023
Response from Daniela- Front Office Manager on 10 Jul 2023
Thank you for staying with us at the Holiday Inn Hotel & Suites Marlborough. We are so happy that your stay went so well and that you had a comfortable experience. We take such pride in providing our guest with a stay they will love, I am pleases we met those expectations.

8/10 Good

Veronica

Liked: Staff & service
Hotel was conveniently located with good value for price.
Stayed 1 night in Jul 2023
Response from Daniela- Front Office Manager on 5 Jul 2023
Thanks for staying here at Holiday Inn Hotel & Suites. We're glad you were able to sample our excellent service. We look forward to welcoming you back!

10/10 Excellent

Ciara

Stayed 1 night in Jul 2023
Response from Daniela- Front Office Manager on 24 Jul 2023
Thank you for your recent stay with us in Marlborough. The Holiday Inn Hotel & Suites looks forward to seeing you on your next visit.

4/10 Poor

Samuel

Stayed 3 nights in Jun 2023
Response from Daniela- Front Office Manager on 5 Jul 2023
Thank you for your recent stay with us in Marlborough. The Holiday Inn Hotel & Suites looks forward to seeing you on your next visit.

6/10 Okay

Nicole

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities
Beware not clean
Said property was new. It is not. Worn and musty
Stayed 2 nights in Jun 2023
Response from Daniela- Front Office Manager on 12 Jun 2023
Thank you for your feedback regarding your recent visit to our hotel, and please accept our sincerest apologies for the experience you have during your stay with us. Rest assisted that your comments will be shared and will be taken as an opportunity to make further improvements. We hope to be given another opportunity to serve you again for a better experience.

6/10 Okay

Orlanzo

Disliked: Cleanliness, staff & service, property conditions & facilities
The stars are only for location and convenience.
This hotel is just awful. I’ll start with the positives: The location is amazing. Minutes away from multiple food and shopping establishments. The pool was very clean and the water was warm. That aside, the room and staff are why I’ll never return. When I arrived the first room was filthy. The “living room” carpet had a large sticky spot on it.The bathroom was never cleaned properly. There was hair all over the toilet, walls and ceiling! There was also mildew in the tub and the calking was peeling. I called the front desk and was moved to a different room. The second room, while slightly better, was still disappointing. The furniture was scratched. The headboard was scratched so badly. The tub was peeling all over. Upon booking, the room description said it had a “full kitchen” but had only a bunch of empty cabinets, a large counter space with a tiny sink and a mini fridge. I booked this room for 5 days and had no utensils whatsoever! When I called the front desk to inquire about plates, forks and cups I was told “yeah we have some but you’ll have to come get it yourself” *click*. I was given paper plates & styrofoam! $900 and that’s what I get? The young guy at the front opened a door and I saw actual ceramic plates and he says “nah, those ain’t for upstairs”, chuckled and closed the door. I would expect this from a motel 6 or something. When I asked why there were empty cabinets I was told “customers always get confused. It’s a “kitchen-like setup” not an actual kitchen.”
Scratched and peeling headboard
Empty useless cabinets
Plastic forks and paper plates
Stayed 4 nights in Jun 2023
Response from Daniela- Front Office Manager on 12 Jun 2023
Thank you for writing a review about your recent stay at Holiday Inn Hotel & Suites. We are very sorry you were unhappy with our guestrooms. We appreciate your feedback and will keep your comments in mind while we work to improve our guest experience. We're sorry you encountered an unacceptable level of service. We do our best to make sure all of our guests have a rewarding stay, and in this instance we failed you. We've shared your feedback with the appropriate management stakeholders for their review so we can do a better job. We thank you for your comments and hope to see you again soon.

6/10 Okay

Jessica

Liked: Cleanliness, staff & service
Could use some more activities within the hotel, especially food.
Stayed 1 night in May 2023
Response from Daniela- Front Office Manager on 30 May 2023
Thank you for choosing Holiday Inn and for taking the time to provide feedback about your experience at Holiday Inn MARLBOROUGH. We take all reviews positive and negative very seriously, and your feedback will help us improve our next guest or your next visit.

8/10 Good

Elizabeth, Carlsbad

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Stayed 2 nights in May 2023
Response from Daniela- Front Office Manager on 30 May 2023
Thank you for taking a moment to share these positive comments about your recent stay at Holiday Inn Hotel & Suites. We hope to see you again soon!

10/10 Excellent

Robert

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in May 2023
Response from Daniela- Front Office Manager on 24 May 2023
Thank you for your recent stay with us in Marlborough. The Holiday Inn Hotel & Suites looks forward to seeing you on your next visit.

6/10 Okay

megan

Business traveller
Liked: Cleanliness, amenities
Disliked: Staff & service
I stayed at this hotel for a conference. I showed up at 1pm and asked for early check in. The man at the desk said that they aren’t doing any early check in, come back at 3:30 (check in was supposed to be at 3) when I came back for check in there was a huge line because everyone from the conference was checking in at the same time.
Stayed 1 night in May 2023
Response from Daniela- Front Office Manager on 5 May 2023
Thank you for choosing Holiday Inn and for taking the time to provide feedback about your experience at Holiday Inn MARLBOROUGH. Let me apologize that we did not meet your expectations. Our aim is to have every guest have a great experience.

10/10 Excellent

Genesis

Liked: Cleanliness, staff & service
Stayed 1 night in Apr 2023
Response from Daniela- Front Office Manager on 8 May 2023
Thanks for taking the time to send us this great review. We hope to see you again soon at Holiday Inn Hotel & Suites!

10/10 Excellent

Sefora

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
D
Stayed 2 nights in Apr 2023
Response from Daniela- Front Office Manager on 1 May 2023
Thank you for taking a moment to share these positive comments about your recent stay at Holiday Inn Hotel & Suites. We hope to see you again soon!

4/10 Poor

Mike

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities
Only Holiday Inn that charges for breakfast. Run down room. Can hear other rooms clearly conversing through vents. Travel to the area every month on business. First and last time here.
Stayed 2 nights in Apr 2023
Response from Daniela- Front Office Manager on 1 May 2023
Thank you for your feedback regarding your recent visit to our hotel, and please accept our sincerest apologies for the experience you have during your stay with us. Rest assisted that your comments will be shared and will be taken as an opportunity to make further improvements. We hope to be given another opportunity to serve you again for a better experience.

6/10 Okay

Gary W.

Liked: Cleanliness, staff & service, room comfort
Stayed 2 nights in Apr 2023
Response from Daniela- Front Office Manager on 25 Apr 2023
Thank you for your recent stay with us at the Holiday Inn Hotel & Suites Marlborough, and for your honest feed back. We look forward to seeing you again on your next trip to the area.

8/10 Good

Ashley

Travelled with family and small children, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place
Stayed 1 night in Apr 2023
Response from Daniela- Front Office Manager on 24 Apr 2023
Thanks for staying here at Holiday Inn Hotel & Suites. We're glad you were able to sample our excellent service. We look forward to welcoming you back!

8/10 Good

Alexander

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
They used to have a crispy cream but its closed now
Stayed 1 night in Apr 2023
Response from Daniela- Front Office Manager on 21 Apr 2023
Thank you for your recent stay with us at the Holiday Inn Hotel & Suites Marlborough, and for your honest feed back. We look forward to seeing you again on your next trip to the area.

6/10 Okay

Felicia

Stayed 2 nights in Apr 2023
Response from Daniela- Front Office Manager on 8 May 2023
Thank you for your recent stay with us in Marlborough. The Holiday Inn Hotel & Suites looks forward to seeing you on your next visit.

10/10 Excellent

Brenda

Travelled with family, Business traveller, Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
The Staff was nice & helpful! The room was clean. The rooms had a natural smell, not a weird smell like other hotels do. The bed were comfy!
Stayed 2 nights in Mar 2023
Response from Daniela- Front Office Manager on 4 Apr 2023
Thank you for staying with us at the Holiday Inn Hotel & Suites Marlborough and for providing your honest critique of your stay. Our staff constantly goes above and beyond to make everyone's stay special. They take great pride when their hard work is recognized. We look forward to serving you again on your next visit to the area

10/10 Excellent

Ana

Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Mar 2023
Response from Daniela- Front Office Manager on 3 Apr 2023
Thanks for taking the time to send us this great review. We hope to see you again soon at Holiday Inn Hotel & Suites!

6/10 Okay

Luke

Liked: Cleanliness, staff & service, room comfort
Disliked: Property conditions & facilities
It was an ok stay for an amazing pool
It took about a good fifteen minutes for the shower to get hot water. Tiles cracked in bathroom bed smelt musty
Stayed 1 night in Mar 2023
Response from Daniela- Front Office Manager on 27 Mar 2023
Thank you for your feedback regarding your recent visit to our hotel, and please accept our sincerest apologies for the experience you have during your stay with us. Rest assisted that your comments will be shared and will be taken as an opportunity to make further improvements. We hope to be given another opportunity to serve you again for a better experience.

8/10 Good

Lily

Liked: Cleanliness, amenities, property conditions & facilities
Stayed 1 night in Mar 2023
Response from Daniela- Front Office Manager on 11 Apr 2023
Thank you for choosing to stay with us. As a valued guest, we appreciate your feedback and are pleased to hear that you had a great stay. Your feedback is vital to our ability to continue to improve our service. Thank you again for your time and come visit us again soon!

10/10 Excellent

Michael

Liked: Cleanliness, staff & service
NA
Stayed 1 night in Mar 2023
Response from Daniela- Front Office Manager on 13 Mar 2023
Thanks for taking the time to send us this great review. We hope to see you again soon at Holiday Inn Hotel & Suites!

6/10 Okay

Aileen

Travelled with family
There was a ice hockey playoff event in the area and the hotel had groups of preteens and teens staying there. Kids were very rude and unsupervised. Not hotels fault but what a mess and made the stay unpleasant.
Stayed 2 nights in Feb 2023
Response from Hotel Staff on 28 Feb 2023
Aileen, Thank you for your recent stay with us, we truly appreciate your business. Our apologies for the disruption caused to your stay.

10/10 Excellent

Thomas

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very pleasantly surprised with the hotel accommodations. Little pricey cause we booked last minute but the staff and general upkeep of the property are better than most Holiday Inns we've stayed at. Breakfast was really great!
Stayed 1 night in Feb 2023
Response from Hotel Staff on 28 Feb 2023
Thomas, Thank you for your recent stay and kind words. We appreciate your business and look forward to seeing you again soon

8/10 Good

Jon A

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice renovation of a older property. Very clean well maintained
Stayed 1 night in Feb 2023
Response from Coley on 15 Feb 2023
Jon A.Thank you for your recent stay @Holidayinnmarlborough. We appreciate you taking the time to rate your experience, and look forward to seeing you again soon.

8/10 Good

Robert

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2023
Response from Daniela- Front Office Manager on 31 Jan 2023
Thank you for choosing to stay with us. As a valued guest, we appreciate your feedback and are pleased to hear that you had a great stay. Your feedback is vital to our ability to continue to improve our service. Thank you again for your time and come visit us again soon!

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2023
Response from Daniela - Front Desk Manager on 24 Jan 2023
Thank you for choosing to stay with us. As a valued guest, we appreciate your feedback and are pleased to hear that you had a great stay. Your feedback is vital to our ability to continue to improve our service. Thank you again for your time and come visit us again soon!

10/10 Excellent

Lisa

Stayed 1 night in Nov 2022