Holiday Inn Express Saugus, Saugus

The customer service was bad. The key didn't work the first time. The second time it opened the door. The room smelled bad and dirty. There was dirt all over the floor and hair too. The breakfest was a diferent story. There food wasn't good! I wouldn't stay here again!

Odd review here. We never got to the hotel. We were flying out next morning, and got online and searched for airports near Boston Logan that offered a shuttle service. To be certain, rather than just book blindly through a travel site, I got the number and called the hotel to confirm that they did, in fact, have a shuttle and that it was operational Sunday evening and Monday morning. I was assured that they, in fact, did have such a service. I went ahead and booked the room over the phone even though the price was a few dollars higher than the internet price. My thinking was that having that small level of reassurance was worth a few bucks. So we dropped off our rental car (and in case anyone was wondering, the streets of Boston were built to contain the Minotaur), and called the Holiday Inn Express Saugus to schedule a pickup. "The shuttle doesn't run on weekends" is what this other person told me. So here's my situation - it's 1000pm Sunday night. Wife and I are flying out Monday at 8:00am. We have $2.00 cash to tip a shuttle driver - that's it. So, if we want to stay at this hotel, we have to find a cab that accepts credit cards, or walk the airport until we find an ATM. So, basically the best case scenario would've been us arriving at the hotel to check in at 11:00pm, and having to get up at 430am to make certain that we can arrange a cab back to the airport. We gave up and crashed at the airport that night. Best part? the hotel charged us twice on the credit card.

The overall hotel was nice but customer service was a joke. I called and asked about the park and fly and they said well we've had a few break-ins but it's pretty safe. Should have been a clue to bail right then. Never told us we would have to reserve a spot for the shuttle in the morning. When we checked in the 6am was full and they tried to make us ride the 5am even though the sign said they ride every 30 minutes. Finally they relented and said they'd take us at 5:30am. Turns out there were plenty of other ppl who also needed to leave then since the van was full the next morning. When we got to the airport they made us get out with a 15mth old/car seat/ and all our bags at one end of the terminal instead of dropping us off in front of our airline which they had to drive by anyways. Our return flight was delayed and we called and told them our flight would not be in til midnight and asked if that was ok. They said that was fine and to only call once we had our bags. Well we didn't get our bags til after midnight and called at exactly 12:30am. That's when they said we aren't going to pick you up our last shuttle is at 12:30am. Would have been nice to have known that when we called before. They said it's on our website. Like I'm going to be looking at that in the middle of the airport. Cost us a 45 dollar cab ride to get back there. They are NOT close to the airport by any means. If you're going to park and fly go to the marriott courtyard. It's much closer and they have 24hr service. The hotel staff at HIE are a joke.

Forced to stay at this dump by American Airlines because of a canceled Boston to LAX flight after a seven plus hour international flight from Paris, France, we were driven to this hotel in a frighteningly dirty hotel shuttle van. Upon arrival, we noted that many of the guests were skin head families, sporting profane tee shirts and piercings. We were due for a 7:15 p.m. replacement flight the next night, so we were mortified to be awakened at 4:09 a.m. by a hotel wake-up call we never requested. When we had the temerity to question how this indignity could have occurred, the night staffer Delores slammed down the phone after telling us to take it up with the day manager. Ten minutes later, at 7:19 a.m., we received another unrequested wake-up call from the hotel, putting an end to any chance to calm our four year old jet-lagged daughter. The free breakfast included a wide variety of inedible items, such as watered-down scrambled eggs and an oatmeal so grey and dismal that we did not chance a bite of it. Frankly, American Airlines has become a third-world carrier so we should not have been surprised to find it in league with this horror of a hotel. We would not recommend our worst enemy to have to endure the Holiday Inn Express of Saugus, Massachusetts.

We were pleasantly surprised at the excellent service we experienced. We signed up for a departure time to the airport and the van was right on time! When we returned the van picked us up moments after we called. The parking was safe. The room was well-appointed, very clean, and breakfast was as anticipated at a Day's Inn- plenty to get the day off to a good start. We even got a 10% discount at the restaurant next door with our room key. The price was modest for the service and therefore we were very satisfied.

Honestly, this was one of the nastiest motels in my 42 years of life I have ever seen. The rooms had a bad odor to them, everything is very old, there were burn holes in the bedspreads, sheets, & chairs, the people who came with me would not even sleep in their beds they said they looked so nasty to them, they sat up in chairs all night long watching to see if a rat would run out, that's how nasty this place was, not to mention all night long it was NOISY, teens partying up & down the hallways, babys crying on our floor, you could hear police car sirens wailing all night long, I would not rate it even a one-star. We'd have got our money back & moved somewhere else had we only been staying from 6pm-3am anyhow due to having to be at the airport at 4am, we only stayed because we had to get some sleep before boarding the airplane & we were so tired from the week before, but it was awful, honestly, I would not recommend it to anyone. Everyone from my office is sending in complaints on this one.

First room the TV and remote didn't work, but staff was accomodating and switched rooms without a question. Location is tough to find and parking is in a fairly dark lot away from hotel.

On my first night ever on the continent, America welcomed me with a hotel, which moderate stardard for moderate price was indeed proved. The staff was nice but later the hotel seemed isolated. The room - clean, the only two surprising things were: the location, where in winter, without a car, you can't walk anywhere and breakfast containing all possible artificial products, without any fruit - like a business card: hey, we all eat THIS here. :(