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“Good service of shuttle but bad service in the reception”

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Holiday Inn Express Saugus (Logan Airport)
Ranked #2 of 5 Hotels in Saugus
Reviewed March 12, 2013

Service of shuttle (park and fly) effective and nice driver, free breakfast and clean room.

Negative points:

1. Make me wake by person who bangs in the door at 8:40 am to come to give me the invoice.

2. Staff in the reception on check in (a woman - at about 9:30 pm on March 7th) and at check out (a man - at about 10 am on March 8th) who had each a disagreeable attitude (no greeting and no smile) when we asked them questions with our approximate English (we are not bilingual). That the man had a small laughter when I asked him to repeat his question, because I had not well understood. I found it very contemptuous. I often travel in the USA and never I met of the staff so little helpful to French-speaking customers who manage in English.

  • Stayed: March 2013, traveled with family
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Thank Ann1659
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HIExpressSaugus, Manager at Holiday Inn Express Saugus (Logan Airport), responded to this reviewResponded March 13, 2013

Dear Ann1659,

I would like to offer my sincere apologies for the service you received while on your recent trip with us. Our location (close to the airport) and our amenities (complimentary shuttle and breakfast) were clearly overshadowed by the poor service you received. Your experience will be shared with the hotel staff and used as a training tool. I value and appreciate your feedback.

Always at your service,

Ludwing Ardon
Assistant General Manager

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Reviewed March 10, 2013

Stayed to take advantage of Park and Fly program.Upon returning from my trip there had been a snow storm so we had to shovel our truck out because they did not clear the snow.When we finally got the truck out we noticed that someone had backed into our truck and since it was in the parking lot the Manager did nothing!!!! So my advice is pay to park at the Airport where your vehicle will be safe and save yourself $800 worth of damage to your vehicle.Stay clear of this place!!!

  • Stayed: February 2013, traveled with family
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Thank Tracy J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HIExpressSaugus, Director of Sales at Holiday Inn Express Saugus (Logan Airport), responded to this reviewResponded March 12, 2013

First we would like to apologize for the inconvenience with your car. Our General Manager will go through the security cameras and see what he can find. Please understand that another guest could have slid into your car because of the inclement weather. We do apologize for this inconvenience.

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Reviewed March 9, 2013 via mobile

There is nothing wrong with this hotel - it's a perfectly ok airport hotel. The room was average - sheets seemed rougher than my TJMaxx sheets from home. Breakfast was ok, but the only fruit was un-ripe bananas. The pancake machine was cool.

Hotel is about 5 miles from Logan Airport, and the shuttle ride took 16 minutes. There are closer options, although this HIX was SUPER easy to find. Plus every cuisine you can imagine is very close.

There was not one thing wrong with my stay; I just wasn't "wowed" at all....

  • Stayed: March 2013
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1  Thank jbuker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HIExpressSaugus, Director of Sales at Holiday Inn Express Saugus (Logan Airport), responded to this reviewResponded March 12, 2013

Thank you so much for your review! We are very glad you enjoyed your stay. The pancake machine is our favorite breakfast item we have besides the delicious cinnamon rolls. The shuttle ride to the airport is very quick about 20 minutes like you said. There are other options on the way to the airport but for those parking their car it can be very expensive. Also our property has everything you need all very close to dining and shopping. But thank you so much for your review!

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Reviewed February 25, 2013

Since we used Trip Advisor to guess whether this would be a good choice for our Park & Fly out of Boston, we feel it important to leave some feedback.

The information swirling on the net about this hotel, its distance from Logan and the general quality of the experience made us a little uncertain. We had a couple of choices about how to book it and one thing we'd suggest; just call the hotel directly. We paid $179 for two weeks of parking and a night at the hotel upon our return.

It seemed odd when we rolled up, went inside to the desk, they didn't want to know who we were; "just take this card and put it on your dash; park out back by the fence." ooooo-kay. The shuttle was sitting outside so I asked the driver what the schedule was. He said he'd follow us when we parked the car, load us and we'd be on our way. Less than 20 minutes after arriving at the hotel, we were at the airport.

We called the hotel when we got off the plane at 10:30 pm (make sure you call the hotel directly when you are ready to be picked up). They radioed the driver who said he'd meet us in ten minutes (which we expected would be longer) and he was there in maybe nine and a half. Less than fifteen minutes later we were at the hotel. Our room was ready and very comfortable.

While we were gone, Boston got two plus feet of snow so we were a little more than concerned about what we'd find when we got back. What we found when we got back was our car where we left it and the snow around it removed. No problems at all. Nice job people!

Considering the fact that it costs $240 to park at Logan for two weeks, this was a bargain. Our only quibble is with the breakfast, which is a quibble with all of these breakfast-included places; the food choices are really terrible if you don't eat sugar or processed foods. A hard boiled egg and plain instant oatmeal (no nuts or raisins available) got us through, but maybe somebody will one day realize what actual food is.

There have been some less than glowing reviews of this hotel. Perhaps time of year makes a difference, we don't know. Our experience surely exceeded our expectations and we will make it our first choice next time.

  • Stayed: February 2013, traveled as a couple
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1  Thank occasionalviewer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HIExpressSaugus, Director of Sales at Holiday Inn Express Saugus (Logan Airport), responded to this reviewResponded February 28, 2013

Thank you so much for your review! We are very glad that you enjoyed our park and fly package. It’s much cheaper to park at the hotel then down by the airport. Our shuttle drivers are the best and very helpful. Especially that your car had no snow around it. We did receive a lot of snow while you were away. Our maintenance crew worked very hard to clean up the parking lot so it was perfectly clean. Your comments about breakfast are being forwarded onto my general manager. But thank you so much for your review.

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Reviewed February 23, 2013

Booked hotel as park and fly. I then arrived early and stayed another night. When I arrived the hotel advised both nights were at a rate of $99. When I checked out I was advised that it was the wrong rate and had to pay another $40 for parking. Two days later I checked my Credit Card statement and was charged three different charges. $40 (parking) $155 (park and fly) and $226 for two nights stay at $99 per night. The kicker is that I am out of the country and cannot call the hotel and they will not respond by email. Very frustrating!!

Aside from the strong pot smell on floor 2 the room was OK. Bathroom a bit outdated with rust around the steel plating but the room overall was decent. Beds were good and room was clean. Noisy highway adjacent to hotel which you could hear all night.

  • Stayed: February 2013, traveled with family
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2  Thank J M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Saugus (Logan Airport), responded to this reviewResponded March 16, 2013

Dear J M,

Thank you for taking the time to relay your comments regarding our property during your recent stay. We are deeply sorry we fell below your expectations. Your comments are very troubling and will certainly be looked into. We’d like to obtain some additional details regarding your experience, so we have sent you a private message.

We look forward to hearing back from you soon.

Sincerely,

Janice A.
Case Manager
IHGCare

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Reviewed February 15, 2013

Stayed primarily to take advantage of "Fly and Park" program, leaving car in garage while on trip to Florida. Reasonable rates and convenient shuttle schedule to and from airport.
Hotel OK, easy access to food and shopping. The breakfast was very good (and included)
All in all, a great way to simplfy a trip from Boston Logan to almost anywhere.

  • Stayed: February 2013, traveled with friends
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Thank John H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HIExpressSaugus, Director of Sales at Holiday Inn Express Saugus (Logan Airport), responded to this reviewResponded February 18, 2013

Thank you so much for your review! We are very glad that you were able to enjoy our Park and Fly option. Our shuttle service makes it very easy to get to Logan airport as well as Downtown Boston. We are also happy that you were able to enjoy our hot complimentary breakfast buffet. Thank you so much for your review we hope you come and stay again soon!

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Reviewed January 30, 2013

My wife and I got this hotel specifically to park and ride to/from Logan Airport. Check in was done rapidly and we ate nearby. Returned to hotel to sleep, but the heater was loud when it cycled, which it did often even turned down to 65F, and the noise from the highway traffic made it sound like the window was open. We did not rest well. The trip to Logan for our departure was rapid at 4am. When we returned, however, I had to call the hotel since a snowstorm caused a delay. My request for a pick up resulted in a confusing message by the hotel about where to wait for the van. I was told to expect arrival in 15-20 minutes that ended up being half an hour. We will not be using this hotel again. I was unable to use their website for this review.

Room Tip: Don't get a room facing the road.
  • Stayed: January 2013, traveled as a couple
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Thank Iguana_Joe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HIExpressSaugus, Director of Sales at Holiday Inn Express Saugus (Logan Airport), responded to this reviewResponded February 4, 2013

Thank you so much for your review. We apologize for the inconvenience with the shuttle. Every terminal has specific spots that we tell our guests to wait outside of baggage claim. Our maintenance department is currently looking into the heater noise issue as well. At least you were able to enjoy the complimentary shuttle to the airport. The park and Fly deal is the best and is much better than parking at Logan. But thank you so much for your review!

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Additional Information about Holiday Inn Express Saugus (Logan Airport)

Address: 999 Broadway, Saugus, MA 01906-4521
Phone Number:
Location: United States > Massachusetts > Saugus
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Shuttle Bus service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #2 of 5 Hotels in Saugus
Price Range: $163 - $284 (Based on Average Rates for a Standard Room)
Hotel Class:2.5 star — Holiday Inn Express Saugus (Logan Airport) 2.5*
Number of rooms: 145
Official Description (provided by the hotel):
You're invited to our contemporary accommodations in Saugus, just 11 miles north of Boston and Logan International Airport. Our hotel's free 24-hour shuttle to Logan Airport and the airport train station makes us the perfect pick for travelers, and our convenient location allows patrons easy access to all that Saugus has to offer. Our hotel's location allows guests to head south to nearby Boston to see the Red Sox at Fenway Park as well as the local attractions of Salem's Witch City. Corporate travelers find convenience and comfort in Saugus, MA since our hotel is just an 11 mile drive from Boston and the Hynes Convention Centers and Peabody office parks. Complimentary Shuttle Info: Guests arriving in Boston via Logan Airport can use our hotel's complimentary 24-hour shuttle service by calling our front desk to be picked up or dropped off at Logan Airport or the Airport Train Station, half hour departures from 4:00am-8:30am on the hour after that. Reservations are required. Whether business or pleasure brings you to Saugus, our hotel's amenities can satisfy your needs. Free internet access keeps you connected, and our Express Start breakfast, complete with signature cinnamon rolls, makes a great start to the day. Guests can enjoy our outdoor pool, or work up a sweat in our fitness center, as well. Free parking available (during your stay). Look to us for genuine value! ... more   less 
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Holiday Inn Express Saugus (Logan Airport) Hotel Saugus

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