Holiday Inn Express Hotel & Suites Waterloo - St Jacobs, an IHG Hotel

Cannot tell you about our stay because we had a death in the family and the hotel was non-refundable - we were unable to stay, but were still charged.

That the pool had a lot of children in it when I’d booked for 8:15. The pool not being quite large made it feel like no room to relax as kids splashed and yelled etc. I’m not against them having fun…but it’d have been nice if there was strictly some adult time provided.

Just a stone's throw from the St, Jacobs Market. Shallow indoor pool/splash zone for kids was a nice amenity. Clean rooms but very bad mattresses - too hard. Front desk clerks speaking to each other in their native (Indian) language VERY loudly was annoying.

Love the pool, so fun for the kids! Staff were all friendly and helpful.

Location was excellent, close to restaurants, market and family activities. Breakfast had a variety of hot choices and was very good. Rooms were exceptionally quiet and comfortable.

It has for a few years been out go to stay for when we are in the area. Offering everything we need to keep kids happy and relaxation for adults.

Have stayed here a few times and always enjoy. The kids like the pool area and the little splash pad area. Breakfast is decent.

The motel was clean, quiet, and comfortable. Breakfast and all day coffee was very good. Staff was very helpful. The pool was nice but was so over chlorinated that had us sitting by the outside opened door. When the inside bubbler in the pool was activated, it made our grandchildren cough and choke. Other swimmers as well.

The location is great - directly beside the farmer's market. The pool has some fun additions that give a water-park feel without the price tag. The rooms were clean enough and breakfast was fresh and yummy. The staff were kind, however I found on 2 separate occasions there were things brushed me off when I had questions that resulted in unnecessary frustration for me and my family. #1 - I called to confirm our reservation before we left for our trip, and the person on the phone seemed to want to rush me off. Only to have a phone later that day while we were driving that there was an issue with our payment that needed to be resolved immediately to keep our reservation. ...and as per what I told over the phone, the issue had come up the day prior. So, we were frantically trying to figure out what was going on with our bank hours from home not sure if we would have a room to go to when I had called to make sure everything was set before we left. #2 - There was an incident in the pool in the evening that resulted in it needing to be cleaned. I asked staff when the pool would be reopened, and they assured me it would be ready in the morning. In the morning it was still closed and I was told they hadn't cleaned it yet. The kids were disappointed they didn't get to use the pool when we had booked this hotel because of the pool. I am more than willing to be flexible - but i need honest answers and people to take my qu

The room was nice but the pool was filthy. They had put chemicals several hours earlier and everyone in the pool was still coughing persistently and sputtering due to the incredibly strong smell. Many people complained (one woman said her kids had asthma attacks from being in the pool). The staff was very dismissive continuously saying the levels were fine, though they did shut it down for the night after that. The next day the pool was open once again but visually still very dirty looking water. I believe the strong chemical reaction the day prior was due to treating such dirty pool water. We dont expect perfection at a hotel though this situation was worrisome and gross. I would have preferred them keeping it closed and making it clean for future guests even if it meant we missed out.