Holiday Inn Express New Haven, an IHG Hotel

This location was absolutely horrible. We paid and reserved a room online and also called a head to make sure we were good and they said yes your room is ready. when we arrived, they had given our room away, said management changed it to first come first serve basis. Not only did they do that to my family, they did it to six other families. We were traveling out of town for a cheer competition so finding a hotel was nearly impossible. We had to drive 30 more minutes out-of-the-way to find a place to stay. Not happy and definitely will never book there ever again.

Staff is welcoming, friendly! Room was clean and well-appointed. Continental breakfast here is far better than other continental breakfasts from similar hotels. I've stayed here numerous times when visiting family and will keep coming back. Thank you!

Breakfast and the bed were the only good. Noise level was awful from 12am-4am! No general manager on duty. Pre teen kids were running in halls, knocking loudly on doors, slamming doors, talking loudly and non-stop. No respect. A few guests shouted in attempt to deescalate and threatened to call police. Front manager was Grace and offered to call non-emergency.

There was kids running around the halls, stomping, yelling and running. Both on the second and third floor hallway. Went on well pass 11pm. Called front desk yet didn't do anything about it.

I booked 2 rooms because there was a total of 6 of us staying. When we arrived to check in they only had 1 room available and stated they did not receive the request for 2 rooms from Hotel.com for more than one room. We had no other choice but to stay because they were going to charge me for a room regardless because I did not give a “24 hour notice” to cancel the room. We did not give a 24 hour notice because we had all the confirmation information that we would have 2 rooms booked and ready when we arrived. We also chose this hotel because they had a swimming pool for the kids to play in. When we checked in, they informed us the pool was closed due to the chemicals being incorrect. Needless to say, none of us slept being cramped in 2 queen beds and we had upset kids because they could not swim.

Hotel was very nice and very clean. The bed was a little too hard for my liking. Staff was very friendly and breakfast was great! Loved the Dove soap that was provided. I will be back when coming to visit family.