Holiday Inn Express Boston - Saugus by IHG

The hotel is on a 4 lane divided road woth crazy traffic so getting in and out of the parking lot can be chaotic. However the employee at check in was amazing! Our room was perfect, clean and comfortable. The breakfast was pretty typical for a Holiday Inn Express but it was all fresh and hot.

I am leaving this review based on my experience with the hotel’s billing and cancellation handling. In July 2025, I booked a five-night stay at this hotel for a girls’ trip to Boston in October. The reservation did not require prepayment. Our plans later changed, and we stayed elsewhere. Unfortunately, while I believed the reservation had been canceled, it was not. I never arrived at the hotel, never checked in, and never used the room. Despite this, I was charged approximately $1,400. I was prepared for a one-night stay charge like the policy states but not the full FIVE DAYS! When I contacted the hotel to dispute the charge, I was told that I had been on the property “the entire time,” which is simply not accurate. There is no record of me checking in, receiving room keys, or occupying the room. Since November, I have made multiple attempts to resolve this matter directly with hotel management, including reaching out to the General Manager. Unfortunately, my calls and messages have gone unanswered. I then disputed the charge on my credit card, to which it was declined due merchant comment stating that I was on property for the entire stay - which again, isnt true. I was actually 30 miles away staying at a completely different hotel! I am disappointed not only by the incorrect charge, but also by the lack of follow-up and accountability. I would strongly encourage future guests to confirm cancellation policies in writing (which I have a screenshot on my reservation that states the one night stay charge policy!!!) and keep detailed records should any issues arise.

Frequent traveler, first time reviewer. The staff here are incredible. We stay here every time we fly out of Logan for an early flight. No matter who is greeting my girlfriend and I, we are always greeted with a smile, loyalty recognition, kindness and a nice stay. The rooms are wicked clean & the beds are comfortable. Breakfast is always good in the morning and the breakfast girls are great too. I left my iPad and some cash in the room during our last stay and before I knew I had even left it, the hotel was calling me to let me know housekeeping had found my stuff. They kept it for me until I returned to Boston to pick it up. Really great property & people.

The Holiday Inn was very clean, and the complimentary breakfast offered plenty of good options. The customer service at this hotel is top-notch; Kathleen at the front desk was especially friendly and helpful. I also found the housekeeping staff to be hardworking and polite. Although I wish the rooms were equipped with smart TVs, I enjoyed my stay and will definitely return.

This hotel is perfect if you are visiting Salem and Boston. We spent 2 days in each place and it was perfect. The young lady who checked us in on Friday, Monica, was the Sweetest!! The hotel is very clean, breakfast was good, and there were plenty of options, and the staff is very polite. The room was spacious, bathroom was clean, I love the bottles that the hotels are doing now so you don't have to use the little throw away ones and have so much waste, plus one tiny bottle is never enough for more than one person. LOL. The bed was very comfortable. We have bookmarked this location to stay again when we come back to Mass. I've read some of the other reviews and the ones who gave it a bad mark, you must be hard to please.

On 1/29/2026 our car decided to broke down on the highway and lucky this hotel was right there I can still press gas but I decide to turn into the hotel front lobby and it decide to turn off, kneeing god was telling me something to just pull in to a lot but I just pull in to this one didn’t know it was a hotel just thought oh I can just pull in so I won’t block traffic so we pulled in and try to start the car again but it wouldn’t so I go in and ask if we can stay in lobby for until our tow truck rescue us and they were kindly help us out. Thankfully I pulled all the way to the side so other cars can drive pass us if needed be. We had two kids we were heading to Boston children hospital at the time in the early morning and then I hear a boom in the engine block I got panic cuz I have the kids in the car. But anyways not trying to go in detail but we had to wait for three tow trucks until finally got rescued! First we called AAA the first AAA came and jumpstart but it worked but it didn’t stay on so he said needed a tow so they texted us saying we are here but we went out and yah sure they were there but nobody there like seriously AAA sucks I get it backed up but you just said you guys r on property! And we checked no body there! So I called my insurance Progressive I should of called Progressive from the beginning -_- but the first tow truck decided to bailed on us S&A Tow I’m just going to give VW Tow truck a shout out if anybody reads this review to use them if anything! They came and kindly helped us out. But not till late evening last night and everybody was tired. So we didn’t just want to leave like that in which they kindly offered us to stay in lobby to be warm from the cold weather to wait for the tow truck. But the experience staying here was awesome overall.

We came in from Oregon this past weekend and this was the perfect “homebase” for our family. Every person we encountered from the staff were SO friendly and helpful. Honestly it was shocking, maybe we’ve just been unlucky at other hotels. But either way the staff were A+. Great breakfast buffet, great location, tons of great food options all super close, Target and Walmart right there as well. Would definitely recommend this place.

Edited based on Madison’s response :) Both my fiancee and myself spoke with Madison not just recently, but my fiancee in November of 2025 (the 3rd to be exact!), and myself again throughout February 2026. Both times she promised each of us she would get back to us and make us a priority, it didn’t happen. So regardless of excuses made and extenuating circumstances, with it happening multiple times over the course of 4 months, it seems like this is just something she’s not willing to take full accountability for. Don’t plan to use them for any room blocks - getting anyone to get back to you, especially the event/room block coordinator, Madison, is like pulling teeth. We were told twice we would be their top priority to get back to the next day, and no call or email ever came. Front desk staff don’t know the email addresses for management to try to contact them, place really seems like it’s a mess honestly. Don’t waste your time for room blocks or events.

The room was so clean and had no funny odors of smoke or mildew and the air conditioner was excellent. Bed was super comfortable and lots of big pillows. No sound heard from other rooms or outside. The bathroom was very clean, but small, which was fine, and there was even a fridge and mic in the room with a coffee maker. Breakfast selection was excellent and had plenty of choices with outstanding fresh ground brewed coffee. The hotel staff was friendly and helpful from the room cleaning staff to the kitchen. Al greeted as you came and went each day, and the front desk was excellent. I want to recognize Chris at the front desk. On the first night the TV in our room had no cable or picture. And I wanted to watch the MLB all star game. Chris came up to our room to check it out and could not get it to work. He was so friendly and helpful and found us another room just like ours with a working TV just a few doors away for an easy move. He was already busy at the desk that evening as the hotel was booked and he kept his smile and friendliness throughout and had us switched in mere minutes. That is the type of service that goes beyond what was expected and you could tell that Chris enjoyed what he does and cares about the comfort of the IHG guests. He...is why I will keep coming back to stay in the groups hotels. Hope that someone recognizes him.

I am leaving this review based on my experience with the hotel's billing and cancellation handling. In July 2025, I booked a five-night stay at this hotel for a girls' trip to Boston in October. The reservation did not require prepayment. Our plans later changed, and we stayed elsewhere. Unfortunately, while I believed the reservation had been canceled, it was not. I never arrived at the hotel, never checked in, and never used the room. Despite this, I was charged approximately $1,400. I was prepared for a one night stay charge like the policy states but not the full FIVE DAYS! When I contacted the hotel to dispute the charge, I was told that I had been on the property "the entire time," which is simply not accurate. There is no record of me checking in, receiving room keys, or occupying the room. Since November, I have made multiple attempts to resolve this matter directly with hotel management, including reaching out to the General Manager. Unfortunately, my calls and messages have gone unanswered. I then disputed the charge on my credit card, to which it was declined due merchant comment stating that I was on property for the entire stay - which again, isnt true. I was actually 30 miles away staying at a completely different hotel! I am disappointed not only by the incorrect charge, but also by the lack of follow-up and accountability. I would strongly encourage future guests to confirm cancellation policies in writing and keep detailed records should any issues arise.

Fire alarms going off at 3:15am and 6:25 am. Having interrupted sleep x 2. Do not recommend!!!!!!!!!!!

Good clean facility. Modest fitness room. They continue the great tradition of having their great cinnamon rolls at their breakfast!! The front desk people were competent and cordial.

Room was clean and presentable, a few of the staff felt stand offish to me. Traffic near by is a bit mixed. Came for pax east so Boston itself was madness.

If you are an ihg club member and higher, you would feel loved and prestige if you stay here. This franchise/branch has exemplary staffs down from housekeeping especially to front desk. Wouldn't have known this is an express. I as an silver elite got an upgrade with a hand written note, how sweet it is for the effort. The rooms, gym and breakfast area are so clean! Free parking. No shuttle service to the airport but they do have a taxi service that has a flat rate of $35 and is available 24/7. If i would go back in boston, i would stay again at this hotel.

Friendly staff. We liked they had a wheelchair accessible room. However, we were disappointed to find that there was black mold in the "newly renovated room" we stayed in.. As well as very slippery conditions due to the poor design of the accessible shower. The bathroom was soaked with water for hours, so we had to put towels down which barely helped.. My fiancé has asthma so she shouldn't be breathing in mold in the picture shown. Aside from that, she just had hip surgery so it wasn't safe for her in terms of the slippery bathroom in the picture shown below. Last but not least, I booked the room with my card online. It said it wasn't going to be charged at all because we selected the "pay once you've arrived" option. And the separate card we used to book on site was charged and credited. Not sure why the original card was charged 100 bucks..

Everything seemed good until the morning. The beds are really comfortable which is really important, however, in the shower they have their body wash shampoo and conditioner in Bottles on the wall. I don't feel that is covid safe. They also only provided two towels for 4 people. They also have continental breakfast, but it was not a typical breakfast that you would thing you'd receive from a hotel . They provided a "to go" bag and only allowed coffee and tea for free. They expected you to buy juice or water from the store.

This was the closest hotel with my IHG points with availability for our trip to Salem. I have stayed at quite a few Holiday Inn's before. All the Express ones come with breakfast and even though they offer the same food I found some much better than others. The breakfast was ok, nothing special compared to the new Holiday Inn Express we had stayed in South Carolina. That was one of the best breakfasts I had for the chain. However I will give kudos to the staff for keeping up with the demand. Always saw someone either bringing out food and coffee and cleaning. The hotel itself could use a remodel but everything seemed to be in working order. Our room was typical, lighting was ok, beds and pillows were comfortable, HVAC unit worked well. I give 4 stars because the staff was very accommodating, polite and friendly. Upon arrival there were no carts so the gentleman behind the counter checked the surveillance cameras to see where there was a cart and retrieved it for us. Pretty cool! Didn't use much of the Hotel's amenities since we sere in Salem most of the time. It is on a main highway, 3 lanes on each side and a fence in the middle, so it didn't seem too safe or convenient to walk anywhere.

Stayed here for a hockey tournament. Room was clean, parking lot was tight and parking was usually slim, hotel was clean but noisy. Was Memorial Day weekend and pool was still green and not ready to use.

It takes a lot for me to write a bad review but this place has the absolute worst customer service I have ever experienced. In particular Will, the general manager, was rude and condescending. I would sit up all night in a Denny's before I would stay at this rat trap. If I could give this place 0 stars I would.

We spent two nights here recently. It's located on a busy, loud road, and the entrance driveway is very short. The beds were comfortable, the room was clean and we didn't find it noisy inside. We had trouble adjusting the temperature, so a staff member came up and showed us what to do. We weren't crazy about the breakfast bar. It was neat and clean, but the food was bland. Important to know: If you want to take the shuttle to Logan, make a reservation at the front desk the night before. Shuttles mostly run on the hour.

Pros: friendly front desk agent (Bessie was awesome!), clean rooms, included airport shuttle Cons: Airport shuttle (first shuttle we took) did not have working a/c in the back (just the cab) so it was extremely stuffy and very stinky--the stink actually stuck to my shirt!! The second airport shuttle we took, which took us back to the airport the next morning, had what we believe was a gasoline smell (or similar) coming through the vents so bad it actually made me sick to my stomach. It's also SO LOUD that ear plugs actually come complimentary in the rooms. And boy did you really need to use them! The rooms are also SO BRIGHT all night, even with the "blackout" shade pulled shut. There is also a night light near the sink outside the bathroom that you can't shut off, so no matter which direction you were facing while sleeping, the light was in your eyes either way. In order to sort of fall asleep, both my husband and I I had to put shirts over our faces and wear ear plugs.

I called before I booked to make sure there would be a crib available for my newborn baby. I was told there would be. When I got there at 2:30 am after a cross-country flight with a newborn, there was no crib anywhere in the whole building. I had to stay up all night holding my baby and didn't get any sleep. The manager, Wil Pierce, was told this by three different front desk people; Steve, Wendy and Erin. I waited for 11 hours for the manager to come speak to me about a refund before being told by Wendy and Erin that Wil Pierce saw my note, saw my phone number, heard my story, and told them he was not going to contact me or speak to me about a refund. It took me yelling in the lobby for 30 minutes for him to finally come out, speak to me long enough to say that it's not a big deal that they didn't have a crib and I was causing a scene for no good reason. He refused to have a conversation with me about it and only threatened to contact the police if I didn't leave. Absolutely terrible management. Steve at the front desk was the only person who even sort of attempted to help me and my baby. STAY AWAY!!!!!!!!!!

ONE WORD GREAT!!! Stayed here this last Saturday.. room was spotless and smelled great ,Bed was comfortable along with pillows ,sheets spotless.. room was real nice very Quiet, and breakfast was great also loved the coffee ,but the very very best thing was the shower WOW ! coming from NY idk if the area has amazing water pressure or its their shower head but it felt amazing never ever had a experience like that with any hotels shower..I want that shower head for my home...will definitely stay there again..

Staying there now on a 2-day trip to Boston. This has everything I'd want... cheap (I paid $166 for two nights including tax via Priceline.com), clean, wifi internet in the rooms, a small fitness center (bike, treadmills, etc.), and breakfast included (omelettes, waffles, fruit, yogurt, etc). Even had HBO. Staff are very friendly and helpful. It is a little out-of-the-way: about a 15 minute shuttle ride north from Logan airport, though they'll drop you off at the airport if you want to take the subway into town.

Do NOT come here if you want to be able to sleep at night! My boyfriend and I were awoken by the sound of the occupants in the room next to ours having extremely loud sex at 630 for about 45 minutes. The walls are so thin that I could hear everything down to smacking sounds. Then every 10 minutes we were awoken to sounds of doors shutting and people talking in the hallway. The walls are so incredibly thin that I have slept a total of 2.5 hours this evening. Update: we called for earplugs and waited 25 minutes to receive them. We finally got to sleep and 10 minutes later the fire alarms went off and the hotel needed to be evacuated. We went out to our car to leave and are currently blocked in by fire trucks and unable to leave the property. I'm on hold with corporate who is refusing to refund me for my stay. This is a nightmare. I will never stay at any IGH hotel again.

I'm very disappointed in the customer service of this hotel. More specifically, the awful customer service and lack of empathy from the hotel's GM Andrea. I fly into Boston Logan Airport at 1am on a Friday in late September and chose to book with Holiday Inn Express Saugus as it is close and I assumed their front desk is 24 hours. Because I don't arrive until Friday, I assumed I would book the hotel room for Friday. Apparently (and I know better now), I still had to book the room for Thursday in order to be able to get a room for the night I wanted. I figured this was a simple mistake and I could get my reservation switched to the proper day. Nope! Mind you this more than 2 months from now. You can't throw me a bone? I won't even be in Boston for the night they're making me pay for and keep. I work in Customer Service and this is plain and simple awful. I can only imagine what it would be like once staying in that hotel. CAUTION: If you want great customer service, I don't believe GM Andrea and Holiday Inn Express Saugus are willing to give it.

Do not stay here. Extremely rude and disrespectful employee. We went elsewhere and were treated with respect and had accommodating staff. Again, do not waste your time or money staying here.

DO NOT COME HERE! We booked a room for an out of state guest for our conference, im so glad my team checked the room prior to handing the room key to our guest! Toiled was dirty! Bed was undone. There was clearly someone staying in the same room we had keys too Sink was simply disgusting hair in bathtub grocery bags were also in the room. Lobby stank! That should've been a red flag. Personal at the front desk said they could not refund the money right away because they were not a Bank! Well, funny they were able to take my money right away thou. Stay away.

Great hotel on RT 1 in Saugus. It is quite pricey for what you get, but it is outside Boston. It is right on RT 1 in Saugus amongst many restaurants and shops within walking distance of hotel. Driving is a bit of a pain there. The rooms are quite big and clean. Great free breakfast in lobby. Lots of parking for free. I used a third party to book reservation much cheaper than the hotel. Two queen beds. Hotel is about 45 min to airport with lots of traffic. Free shuttle to airport. Great experience other than the expense, but not too much cheaper in area.

Stayed here during a recent girls trip to Boston. Since we split several expenses and I didn't make the reservations I can't vouch for pricing, but doubt if it was more than $200/night. I've never stayed at this chain before, and Hampton Inn's are typically my go-to's but was happy with this accomodation. The lobby was clean but basic and the staff friendly. They offer a free shuttle to/from the airport and also to other business's along the strip if time allows. We were allowed early check in by a few hours so that was much appreciated after our flight, but if it isn't available they will hold your luggage for you if you ask. Our room was smaller than what I typically stay in but ok. The beds were fresh and comfortable. While we had an in room fridge there wasn't a microwave which I thought was odd. The bathroom was also a tad on the small side but not horribly undersized. In our room the vanity area was located outside the tub/toilet area which was nice for three ladies. While one of us was taking a shower, another could be putting her face on. There was also a full length mirror. The room could have used a few more outlets and some additional or larger trash cans as there was only one and it was tiny. Breakfast in the morning was self serve and had a good assortment of hot/cold items. I believe breakfast ran from 6:30-9:30. The area was clean and an attendant was present to restock and tidy up. I thought the sausage gravy was delicious, but overall everything was tasty. Housekeeping could have done a better job. The earplugs left and used on day one weren't replenished. Several used coffee cups were left behind after cleaning (trash can was full so we didn't dispose of ourselves). Overall it just seemed like they could have improved on their cleaning routine. There was an outdoor pool but we didn't use it. The hotel is located on a very busy highway with restaurants and stores lining both sides. However it is not walk able in the least. There's no shoulder and a fence is present to separate the oncoming traffic so it would be impossible to cross. The location was midway between Salem and Boston and that's why my friend choose it. We ubered to both towns for about $25 each way. Sidenote: hotel entrance is a sharp right hand turn, be on the lookout as with the speeding, heavy traffic you will need to make it fast.

Everything you would want from a Holiday Inn Express. The rooms were nice, the staff were extremely helpful and very very friendly. The rooms and halls were clean and there were zero issues. The only thing that makes it 4/5 is location. The fact that it's on a highway is a bummer, but not that much of an issue. You have to take a shuttle to the Logan Airport which comes every half hour, very well and always reliable. Would recommend staying.

We stayed here doing our family vacation to Boston , from the moment we walk-in we were greeted and treated like WE were the only guest staying here . The assistant manager Issais he is AMAZING. His makes you feel like you are HOME. The other young ladies Jamie , Eren and Bestie they are GREAT, JC he is GREAT , the shuttle guy at night AMAZING, I highly recommend this Hotel. Andrea General Manager very nice lady

Not very picturesque but decent for the price. The hotel staff is competent and the place seems relatively clean. The gym is okay for this price range. The pool is very small and just yards from a major highway. In fact, the strangest thing about the hotel is that to get to the pool you have to walk through a parking lot to get to it, and all three afternoons I stayed here there was a group of guys who appeared to have just got off work as roofers or some similar job standing around in the parking lot drinking beers. They were all standing around their pickup trucks drinking beer and goofing around. They weren't really bothering anyone but it was kind of strange to have to walk pass them to take your kid to the pool. I'm not sure why Holiday Inn tolerates this. Good access to Boston and surrounding suburbs so long as you have a car. Plenty of eateries and everything else along Broadway, which pretty much has every establishment under the sun within a couple mile radius.

Close to airport, free shuttle service, a plus. The entrance is a sharp turn of freeway... easy to miss. Looks small from exterior, yet surprise fly well planned and designed upon entry. Staff was welcoming with smilies and friendly. Rooms are nice and well maintained. Pricey yet close and convenient, with a car, to most sites and downtown.

Convenient to Boston airport and offers shuttle service. Local restaurants nearby however the ones across the street you have a highway with a fence so you can't get to those. During sundown bunnies fill the lawn eating the fresh cut grass in the front. Rooms are spacious and comfortable they have disability rooms and showers we ended up getting one because they were full. Desk staff are knowledgeable and helpful. Breakfast is provided with really good coffee.

This will be the 3rd time I've stayed at this Holiday Inn Express. I find it clean, good sized rooms, and the staff friendly and helpful. Each time I've stayed here it's been to fly out of Logan the next day on really early flights. This time my wife and I were flying out at 6:30 am to Utah and wouldn't be returning for 9 days. I was able to leave my car for a daily fee of $12, and take their 4:30 am, 20 minute shuttle into Logan, as well as have the shuttle pick us up when we returned. Tremendously convenient. On the negative side is Saugus itself. Route 1 has become unmanageable. Traffic in both directions at almost all times is almost a parking lot. The shuttle driver said that it could be over an hour to the airport during peak times. Do not underestimate driving on Route 1. Though the hotel has a continental breakfast, it doesn't start until 6:00 am or so. They do have complimentary snacks and water in the lobby for us early-outs, and that is a really nice - and needed! - touch. There are many restaurants all along Route 1, though we found that The 99 Restaurant 4 minutes north not only good food, but fairly easy to get to. Just know where you're going, and which exits to take, or you'll end up wandering around lost in the area. There is no way out other than Route 1, and if traffic is running hard, it could take you a long, long time to get back to the hotel if you mess up directions.

We booked through a parking service the rate ended up being a little less for the hotel when they billed us. Hotel was clean and had typical hiexp breakfast. Friendly staff. My only complaint is we arrived at 8:30pm and there was only 3 spots on the 7am shuttle for the next day. There wasn't a 7:30 option so we had to reserve the 8am shuttle. Before booking I would simply call to see if u can reserve ur shuttle before check in so you know they have the time slot you need. We have done sleep and flys at jfk often and they usually have more shuttles available if one is full. It's about 25min to the airport which is pretty far but the rate reflects this.

I chose this hotel because of it's close proximity to the rental car place and that a shuttle was provided. Car rental was only a mile away, which just looking at Google Maps should be walking distance...and it was distance wise. However, it is on Route 1 which is an extremely busy street. Let me try to explain Route 1, it is a divided highway. Divided by a half cement wall and a fence. You can't just cross the street. You have to travel down one way and exit and loop around. Not being from that area, it was very confusing. Anyway we stayed here twice. Once to pick up the rental car and once to drop it off. The driver picked us at the airport after only maybe a 30 min wait. An older man, who help us with our bags and getting in the van. Another time we used the shuttle was a younger guy that didn't open the door or help with the bags. One time we booked the shuttle and waited on it for an hour and it never showed. We took and Uber and were reimbursed. The first check in was fine, got to our room and crashed it was probably 2:00 AM. I asked for a late checkout but the guy said we'd have to ask the AM people, which I thought was weird. Our room was away from the road and was quiet or we were exhausted. Second check in a blonde girl wasn't too friendly and we had a room on the first floor facing route 1 and next to the breakfast buffet. It wasn't super quiet but honestly the road is so busy it provided a constant hum so we still slept well. The room was clean, beds were comfortable and the shower worked well. The sink is on the outside of the bathroom which could be a plus or minus. We didn't care either way. The lighting in both hotel rooms were bad, had that kind of yellow hue. Breakfast was standard HI breakfast except it stopped at 9:30 on a SATURDAY! Seriously, is anyone eating those fiesta omelets (you know with the peppers in them)? They are so nasty. Oh my gosh! This drives me crazy though...and every Holiday Inn does this...they only put THREE TOWELS and THREE WASH CLOTHES in the bathroom. I booked a room for FOUR PEOPLE! We have to go back and get one more of each every time! You'd think I'd remember to get extra at check in but I never do! To sum it up: You could have a nice experience or not so nice. Check in may or may not be friendly. Shuttle driver may or may not be helpful, may or may not show. Your bed will be comfortable and the shower will get you clean. If you're putting on makeup, you may look like a clown upon checkout. If your the fourth person in the room...you will have to air dry.

Poor experience with front desk personnel. Rude to our entire group and other guests. Will never stay at this place again,

The office staff is wonderful. I made a mistake, and although I am staying one night, I had to cancel a separate night I booked. My bad for not reading the fine print, but Betsy was so helpful in getting my refund for that night. Really appreciated the effort and help.

For the price, you are wise to stay here when needing to be close to Logan. Beware that this hotel is not the closest one to Logan, but they have a million shuttle buses parked in their lot, ready to take/pick you up from the demon airport. The rooms have been renovated, so you can expect a good bed, comfy amenities, breakfast, and Internet. However, the price point is apparently a little too good. For instance, when we entered the lobby late one evening to ask if we could park in adjacent parking lot, a young (too young) guy was busy paying cash for his room, while his lady friend in very high heels and not enough patience stood idly by. Hmmm. Can we say "career girl"?

When you arrive they ask you not to smoke (which I don't). It's a little late for that, the hotel smells like a cigarette factory. If they tore it down, it would still smell like cigarette smoke because everyone is smoking (employees) all the time in the stairwells and common areas. People loiter outside the exit doors and you wonder if they are guests or homeless. The walls are paper thin and you hear the people talking in the room next door. The parking lot is where everyone dumps their garage from their cars and no-one cleans it up. If you want a real treat though, rent room #147. It smells like raw sewage in the bathroom and cigarette smoke. Holiday Inn should disenfranchise this location, fire all the management, replace the hotel in another city and there might be some future hope. No way I would take a chance on that shuttle. Take a ride share.

I travel to BOS on business alot. When I can't find a hotel in Boston, I'll book here. It's clean, neat, smells good and the staff is friendly. The only problem I have is that they don't have a restaurant, and if you want to eat, the nearest place is the Hilltop Steakhouse (about a 5 minute walk)... which is horrible. Too bad. I'd love to give this hotel 5 stars. ...and if you get the old grumpy Irish shuttle driver- buckle up and get ready for a nerve wracking ride. :)

Do not be fooled. Calling this an "airport hotel" is a joke and you can't get to ANYTHING (even the Walmart across the street!) w/out a car. So very frustrating!! Holiday Inn Express is my go-to "budget" hotel in any location because they are consistent, clean and offer breakfast, which is especially nice when traveling with kids. This hotel was no exception. Sure, it's a little outdated, but our room was always nice and clean. Breakfast offered several choices and was constantly restocked throughout the morning. Exactly what we needed to hold us off until lunch. The staff was friendly and did their jobs (but I wouldn't say that a single one went out of their way to help us out with anything above and beyond.) But that is where my satisfaction ends. Let's start with the location. I've stayed at many airport hotels in my life time. They're typically located in a circle around the airport or just outside of the exit. Obviously, I expected the same from this one but that is not the case. While it's true that they are only about 10 miles away - travel time depends on traffic. Our trip from the airport to the hotel was 45 mins during rush hour. Which brings me to the "free airport shuttle" ... A complete joke! It only runs once an hour (even if it's full and there are still people waiting to go to the airport.) And you have to call ahead and reserve your spot. When we landed, the shuttle was over booked and we ended up cramming 4 people to each row of seats, designed to sit 3. Not a big deal when we thought we were going to be in the van for a short trip down the road, but 45 mins later, I was a bit irritated. Upon arrival, I talk to the front desk about getting a shuttle back to the airport the next morning. I tell the lady we need to be there by 9AM. That's when I'm informed it only runs once an hour, so we'll need to catch the 8AM shuttle. Ok, we'll do that. But wait, there's only 1 seat available for the 8AM shuttle (I have a family of 6.) So, I tell her we'll take the 9AM shuttle instead ... only to find out that they only have 1 seat available at that time, as well. So I ask her to tell me what time they have a shuttle available that can accommodate my entire family of 6 and she tells me either at 6AM or 11AM. That's a 5 hour window! We ended up calling an Uber. Which brings me to my second frustration ... after booking the hotel, I called and asked about whether or not I should rent a car. We were going to a convention in downtown Boston. (The last time I stayed in Boston I stayed at a "TRUE" airport hotel and was able to take the train back and forth.) The lady assured me that I could take the shuttle back and forth to the airport and then train it into town. This sounded like a good idea at the time - but given that you can NEVER get more than one seat on the shuttle, it's virtually impossible to get back to the airport. Not to mention that, given the highway location of this hotel, you can NOT get to anything on foot and the shuttle absolutely will NOT take you anywhere but the airport, so you're virtually stranded w/out a car or an Uber. We had to take an Uber to the Walmart across the street! During the same conversation with the lady who misinformed me about the need for a vehicle, I let her know that my brother would be arriving at the hotel hours before us and would need to be able to check into our room before we arrived. I was told that he could do so, as long as she made a note on the room that he was allowed to check in and as long as he presented a CC for incidentals at check in. Because we were paying for the room, I confirmed with her that my brother's card would not be charged upon arrival and that I could switch it to my CC when I arrived later that afternoon. However, when my brother arrived at 9AM, he was told that a room was available for him, but his card would be charged $700 if he checked in before us. So instead, he sat in the lobby waiting until we arrived at 6PM!! I was furious to hear this! In addition to the frustration with the shuttle and bad information ... out of 6 outlets (2 USB ports and 4 regular) in our room, only one worked. Which made it virtually impossible to keep any of our electronics charged. Also, as others have mentioned, the area around the hotel is 'seedy' and there was a constant smell of marijuana in the parking lot, the entire 5 days we were there. Also, the pool is the size of a postage stamp (seriously, I've seen bigger hot tubs) and as someone else mentioned, you have to walk through the parking lot to get there. No way would we stay here again or recommend it to anyone.

First a quick warning. If you are staying here the night before going to Logan and are planning to take the shuttle to the airport this location is not exactly close to Logan. We took a 530am shuttle for a 720am flight because we assumed it would only be a few minutes to the airport. It was closer to 20-25 to reach the Southwest terminal. So we made it to our gate with about 10 minutes to spare. On a busy day, this may have been bad. This was going to be a 2 star review. But my rule of thumb is if management tries to make things right, they get a star back. That always tells me that they are not happy with how things went and will try to improve them in the future. First there was the initial impression. This was great. The person running the counter around 830pm was friendly and recommended a great place for food and drinks after a day or hiking and driving down from New Hampshire. After we got back to the room, we discovered there were not enough towels. Sister in law called down and they said they were taking care of it. A little while later she calls back and the guy says he is the only person and that they'd have to go down to get towels. After everyone was clean from that long day of driving and hiking we all needed some rest to get up WAY too early the next day. They discovered that their bed had a wet, red stain on a sheet in their bed. She calls down again and the guy does not offer to send up fresh sheets, does not apologize, anything. He simply tells her that the manager will be in in the morning and she should talk to the manager. They strip the sheet off of the bed and we all get some rest. The next day the manager takes care of everything but the overnight employee definitely ruined that great first impression. For some things about the hotel in general. The AC unit was a bit quirky. It seemed to work fine if you set it below 70. So basically there are 3 choices: Off, freezing, loud fan. I'm a cold sleeper but nobody else was. So finding a middle ground temp was impossible. The window faced out toward the city which was bright. The blackout curtains did not seem to be able to fully cover the window. Even if they did, they would've fully covered up the AC unit anyway. So we slept in a light room. The bathroom was... cozy. Couples, good luck moving around in there for a shower, changing, etc if you have to close the door. Also the shower drained really slowly and dripped most of the night. May just be the age of the hotel but was enough to make me try and get the shower to stop dripping all night. The guy that checked us in said breakfast would not start until after we left. But he said there were muffins and coffee out at 4am. At 515 am there were neither. Muffins were gone. And instead of coffee there was lemonade. Not my worst experience, not by a long shot. But I would not go back.

I hate to say it...but I going into this I was feeling a little bit sketchy after reading some of the reviews. Still feeling sketchy when I pulled in the parking lot. ( frankly- I almost turned around) Walked in the lobby, started to sweat & regret rushed through my body like pins & needles. Then I was greeted with a big hello from the staff as if I was family and all the feelings of remorse and despair quickly disappeared. Aaaah! I was quite surprised actually. When asked why I was staying, I explained I was staying over to catch a early flight out of Logan @ 5:30am. They offered the hotel shuttle service which resulted in 60% savings over Logan's prices for Economy parking. 1st night is free and the additional days costs $10.00/day vs $20.00/day at logan. If you stay 3 or more days at their hotel, the parking is completely free. This was a pleasant surprise. Then panic set in about location and my car staying there and.......kidding! The hotel served its purpose. Clean & comfortable. The beds & pillows were exceptional for a economy hotel such as this one. ( Location & bed do not match) You would think I was sleeping in a bed at the 4 seasons. No joke. Shuttle took 15-20 mins to get to the airport. Bagged breakfast awaited shuttle goers in the morning filled with Granola bars, apples, peanuts, & other goodies. Hot coffee was also on standby. Impressed! Tips- sign up for the shuttle when you book your hotel or the day before. It fills up quickly. Many folks tried to hop on the shuttle last min and they could not go. The shuttle does run every 30 mins. When you do return from your trip, all you have to do is call the hotel & they will get you up to 12:30am. I will absolutely use this hotel again. For the type of hotel ( non 4 Seasons/Omni, etc) I was impressed with the caliber of service hence why it earned 5 stars. You can tell the staff is on top of it and totally cares.

Ok, first things first. Do not pick this hotel for its proximity to Logan Airport. It was about 20-25 minutes by shuttle. Signing up for the shuttle was easily done at the front desk, they recommended we catch the shuttle at 530am for our 720am flight, which sounded reasonable, but turned out to be cutting it really close. Fortunately we made our flight, but only with about 10 minutes to spare. Our first impression of this place was pretty good. We checked in, were given keys, signed up for the shuttle, and were directed to our room. The friendly gentleman at the front desk mentioned that our shuttle would leave before the continental breakfast began, but that coffee and muffins would be available (they weren't). We asked for a dinner recommendation and got a fantastic one. By the time we got back from dinner there must have been a shift change or something. We phoned down from our room to request more towels, and they said they'd send some right up. 30 minutes later, still no towels so we called again. That time the gentleman at the front desk said he was the only one there and that we needed to come down and get said towels. Around the time we were headed to bed my brother and sister in law found that their bed had a wet, red stain in the middle of the sheet. SIL called down to the front desk again and was told that the manager would be in in the morning. No offer of fresh sheets, no nothing. They stripped down and remade the bed, and we turned in for the night. A day or so later my SIL apparently talked to the manager of the hotel, who was very apologetic and eventually comped her the price of the room. Hopefully some of the issues with the night staffing will get worked out.

DO NOT STAY HERE! I reserved two queen beds and got a king. Good thing the other person is a good friend of mine. When we got to the room it was a handicapped room where the shower head was in the middle of the tub?!? Needless to say, water got everywhere. Next there were two towels to shower. One had nasty stuff on it. Repulsed. It's also very far from the hotel. This place is disgusting.

There are many things I can overlook but when the staff lies to you and deliberately holds up the shuttle bus when you need to catch a plain that is unforgivable. And to thing she even told me to my face.... The bus is late due to traffic. I bet it not the first time she or they have used that lie. To make things worse after 45 min, we go outside and see the Holiday Inn shuttle bus parked with a "driver" just sitting behind the drivers seat. When asked he said, the woman inside behind the desk would not let him leave. When confronted after learning this she said there must have been a language barrier between them, she never said that. What a joke for employees. She didn't expect the "driver" to call her out in front of everyone . It was amazing how well he spoke English . Language barrier, get a grip and save your lies . So, if your looking for a property that lies and could give a crap about its guest .... Stay here!

Got a great deal here, the room was clean and neat, the staff was very friendly; no complaints at all! My only criticism is that it advertises as being almost right next to Logan Airport and it's really not; it's not a HUGE amount a way, but it's a drive.

Not the best. Said was an airport hotel and was about 35 minutes from the airport. No big deal the site boasts they have an airport shuttle! Great! I call we don't have an airport shuttle haven't for over a year. Ummm I'm at the airport now and need a ride! So I spend $50 on a taxi! I tell the guy if he hasn't had a shuttle for over a year they need to change it on the site. It seemed like it was lower quality people staying there. Like people shacking up away from home if you know what I mean. Super noisy hallways and people around us. Complained to the front desk apparently they told who was complaining because then I started getting knocks on my door and running away. Beating on the walls and other noises. We finally left at 230 am. We got there at MIDNIGHT and left at 230 am. The only thing we used the room for was to shower. What a waste and with no shuttle to and from the airport we spent $200 on Lyft fees! Definitely not worth the $99 price tag. I thought originally I got a steal but In fact they got the deal! And for some reason at 2 am there's music blasting in the lobby. What's the deal with that. Run away! Don't stay here! Go into Boston and pay top dollar!

Looking for a HIE (so we could use our points) near the airport for one night while on our way to Europe. The hotel was not as close to the airport as we thought but that was fine since they offer free shuttle service. The shuttle drive to the hotel was horrible, lots of traffic, i think the driver was aggravated, his driving was very "herky jerky", my husband actually got car sick (which he never does). The drive to the airport the next day was much better. Staff at the hotel were very pleasant and helpful. The hotel room was on the small side but was clean and modern. There are many restaurants around the hotel but not easy to get to (across the highway). We were able to walk to a Friendlys up the street. There was a Steak house close by also. Free breakfast in the morning was okay. There were no omelets on the buffet when we went. The hotel allowed us to check out late and leave our luggage with them for a few hours so we could have lunch with family in the area. Overall a good experience.

QUITE IMPRESSED! I was not looking forward to stay at Holiday Inn Express in Saugus, but needed to be in Saugus area for business. I walked into the lobby, and the beautiful aroma awakened me up from a long flight. The managers/staff were very friendly when I approached them and very attentive to getting me a rom since I was tired. I have stayed at many fine boutique and 4 star hotels in Boston, but it was a cozy place to stay. Although it does not have a hotel bar, there is a spacious area of tables/space/business area open 24hrs. There is a pretty good exercising room, although no pool. Cool thing is that there is a shuttle to and from airport. Steve, the night manager is very helpful and attentive. For me, I am looking for a hotel/motel that is clean, safe, and the staff is attentive. I felt the rooms were okay size with a refregritator, and basic items in a hotel room. Also YOU DO NOT HAVE TO PAY TO PARK YOUR CAR IN THE HOTEL AREA. Granted it is not in Boston, but when you add up hotel cost, transportation to and from airport, or if you drove (you do not have to pay for parking), Holliday Inn Express Saugus is quite a secret.

Stayed here for one night. Good size hotel and plenty of parking. My only problem is when I got my room, walked in put all my stuff away and was ready to take a shower the shower head was broken. I got so frustrated that no one knew it was broken. I had to call front desk and packed all my stuff back and got another room.

This hotel is the worst I have ever experienced. My girlfriend and I checked in and realized the room was not what we expected and ask for our refund so we could check into another hotel. The man at the front desk explained to us that our refund would be in our account within 3 to 4 days. After 6 days we did not see a refund pending in our account. When we called him, he said our refund was never taken out of our account even though I can see that it was taken out of my bank account. I check my bank account every single day! He was also very rude, very sketchy and sounded very nervous. I would not advise anyone to ever stay at this hotel... period.

I ended up at this hotel (not my choice) due to my flight being cancelled. It claims to be an airport hotel, it took 30 minutes at midnight to get to it. It is directly on Route 1, which is a big highway with a divider down the middle. You really cannot walk to anywhere from the hotel, nor would you want to since it is a bit of a sketchy neighborhood. Even though the night manager knew of our arrival he seemed completely unprepared (there were many of us). Our re-scheduled flight did not leave until 8.45pm the next day but we were denied late check-out, this may have been between the airline and the hotel, no way of knowing. Air travel is very dehydrating, and there was no water provided. There was a cistern of water in the lobby that was empty and at the very back of the fridge in the "vending" area, on the very top shelf (I had to ask for help to reach it) there were standard small sized bottles of water for $3.00, which is a ridiculous price. The room had expensive coffee makers with free tea and coffee, and even a small fridge but no water to be found. This is baffling to me, water is essential to life right? The room was small, but nice and clean. With choices of firm or soft pillows (very nice) But again for an "airport" hotel something else made no sense; the curtains in the room were only for decoration purposes, they did not close. Such an oversight; air travelers are often jet lagged and in need of sleep. I woke up at 6am to the sun shining straight into my eyes. I guess the attraction here is the free shuttle to the airport, however they required everyone to check out at 11am then did not have a back up shuttle, so there were many left behind in the lobby. There is a free breakfast provided with this room and I have to say that Holiday Inn really needs to change their policy on their "disposable" breakfasts. Plastic plastic plastic. Plastic food and plastic everything else. There was so much sugar in everything it was mostly inedible, except for the fresh fuit (apples and oranges). The 4 slice toaster (highly inadequate for the number of people waiting) only had one element working so after 5 mins of waiting most people just gave up. Watered down juice, bright yellow crumbly substance that was masquerading as eggs, Muffins like tootsie rolls (I have never ever tasted a muffin with so much sugar) everything was processed and out of plastic packaging; such a sad sad representation of breakfast in America. The morning staff were friendly and willing to help in any way, too bad they were not there when we arrived tired the night before. I would not stay at this hotel by choice.

The place is old and in need of a Reno. The beds were hard and I could hear the guy snoring in the next room. They claim to be close to the airport but it took 20 minutes to get there.