Lobby

Reviews of Holiday Inn Express Hotel & Suites Batavia - Darien Lake, an IHG Hotel

2.5 out of 5

Reviews

7.8

Good

Rating 10 - Excellent. 196 out of 499 reviews" "
Rating 8 - Good. 144 out of 499 reviews" "
Rating 6 - Okay. 69 out of 499 reviews" "
Rating 4 - Poor. 45 out of 499 reviews" "
Rating 2 - Terrible. 45 out of 499 reviews" "

8.4/10

Cleanliness

8.2/10

Staff & service

7.2/10

Amenities

8.0/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

10/10 Excellent

Susan

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The rooms look like they have been remodeled. Beds were very comfortable.
Stayed 1 night in Mar 2024

10/10 Excellent

Cindy

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly staff and room was clean.
Stayed 1 night in Aug 2023

2/10 Terrible

Eric

Disliked: Cleanliness, staff & service
Stayed 3 nights in Jan 2024

6/10 Okay

Colleen

Liked: Staff & service
Disliked: Property conditions & facilities
Evening deal agent very helpful, 5/5 Breakfast 2/5 Hotel is under construction, so it’s hit or miss
Stayed 1 night in Jan 2024

10/10 Excellent

Gilbert

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024

10/10 Excellent

Gilbert

Traveled with group, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great stay, even with the blizzard
Stayed 1 night in Jan 2024

10/10 Excellent

Taimur

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023

10/10 Excellent

James, Dover

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quick check in out. Good complimary breakfast as well.
Stayed 3 nights in Nov 2023

2/10 Terrible

julie, Penn Yan

Traveled with family and small children, Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We got there, checked in and then were told that not only was the pool closed but that we should have known since it is supposedly posted. This was not posted on Expedia when I booked it and they did not tell us until after we checked in. The front desk receptionist was surprisingly rude to us. We left for another hotel.
Stayed 1 night in Dec 2023

6/10 Okay

Dennis

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall was nice and clean I was disappointed that the pool was under renovation which was one of the main reasons I booked this hotel.
Stayed 1 night in Nov 2023
Response from Denise on Nov 7, 2023
Good evening, Thank you for your feedback. I am so sorry that the pool was not up and running during your stay. It is part of the last steps of our renovation and can't wait for it to be done. We hope to see you again soon. Have a wonderful day.

10/10 Excellent

James, Huntington

Traveled with family
Great clean hotel with excellent attentive staff.
Stayed 1 night in Nov 2023
Response from Denise on Nov 7, 2023
Thank you for your kind words. I appreciate it. We hope to see you again soon. Have a great day

8/10 Good

Rino

Traveled with family
Liked: Cleanliness, amenities
Perfect for a one night stay!!!
Stayed 1 night in Oct 2023
Response from Denise on Nov 7, 2023
I am happy to hear that you enjoyed your stay with us. We hope to see you again soon. Have a fantastic day

10/10 Excellent

Sherry

Traveled with family and small children, Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Nice hotel. Night staff was excellent. Would stay here again
Stayed 1 night in Oct 2023
Response from Denise on Nov 7, 2023
I am happy to hear that you enjoyed your stay with us. We hope to see you again soon. Have a great day.

8/10 Good

Darren

Stayed 1 night in Oct 2023

6/10 Okay

ARUN

Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
Stayed 1 night in Sep 2023

10/10 Excellent

Hai Yen

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice place

10/10 Excellent

Hai Yen

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Nice place to stay
Stayed 1 night in Oct 2023

10/10 Excellent

Judith

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Staff super friendly and helpful. Pool was out of order so kids upset. One of the reasons we chose to stay there…
Stayed 1 night in Oct 2023

6/10 Okay

Marilyn

Traveled with group
Liked: Property conditions & facilities
We tried to check in at 5:00PM and were told our room had not yet been cleaned and were asked if we could leave and return later rather than wait. We left and returned after 6:00pm however, our room was still not ready. We were supposed to have a room with 2. queen beds since we are not a couple and had reserved the room in March. They only had a room with one king bed which we ended up accepting since we had traveled 6 hours and needed a room. We were told 3 employees had called in and there were only 3 on duty to accommodate all the customers. Sorry to hear that for the working staff but not a good experience for customers. The shower floor clearly had not been cleaned as you could feel a build up on the floor. The front desk employee could not give us a discount since we had booked through a third party-Expedia but did apologize. Apologies are nice to hear but I did not get what I paid for and should be compensated for this.
Stayed 1 night in Oct 2023

4/10 Poor

Ryan

Stayed 1 night in Oct 2023

8/10 Good

James

Liked: Room comfort
Disliked: Staff & service
It took over 40 minutes to check in, because no one was at the front desk. All our room had lots of flies.
Stayed 1 night in Sep 2023

10/10 Excellent

Bruce

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great job
Stayed 1 night in Sep 2023

4/10 Poor

Renee

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
The original staff was very bad he lost his temper locked himself in a closet . But the manager finally came after I called Hilton main number she was nice great place just have to becareful who your hiring. Thank you for helping me in this situation! God bless take care
Stayed 1 night in Sep 2023

10/10 Excellent

Michael

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Was comfortable
Stayed 1 night in Sep 2023

8/10 Good

Kelly

Traveled with family
Liked: Cleanliness, property conditions & facilities
The property was in the middle of a renovation, but clean and quiet. The pool was not available and the staff seemed stressed.
Stayed 1 night in Sep 2023

6/10 Okay

Michael

Traveled with partner
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
The bed was comfy, the breakfast was good. However, we were not told that the pool wasn't working until after we signed up to stay there. The one front desk person wasn't very friendly. The other staff were fine.
Stayed 2 nights in Sep 2023
Response from Denise-GM on Sep 25, 2023
good morning, Thank you for taking time out of your day to leave us feedback. I do apologize for the pool being out of order during your stay. We are working on finishing up the renovations. I would like to apologize for the front desk agent that may not have been the most hospitable towards you during you visit, I truly appreciate you letting me know.

6/10 Okay

James

Traveled with family
Liked: Cleanliness, staff & service
Not bad for a single night. Room had some damage and missing items. Examples: shower shell wall had long crack running across width, window missing blackout curtain. Lights from outside kept room bright enough to read all night.
Stayed 1 night in Sep 2023

2/10 Terrible

Jill

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Reserved 2 rooms, only 1 room was ready at 8 pm, other room would not be ready for another 30 minutes . They were ill prepared for rooms rented and no staff. One reason we went there was for the pool, it was not even open- closed till health inspector cleared it When we got to the one room it still had other people’s clothes that were left, no towels, lock was broke Breakfast: down by 730, oatmeal was oats with so much water- don’t think it was cooked, only one piece of bread was available Positive: cinnamon rolls and coffee Other than a bed- which I pray had clean sheets (we canceled the second room due to wait) I really don’t think we should have had to pay for the disaster of the stay
Stayed 1 night in Sep 2023

2/10 Terrible

Patrick

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Sep 2023
Response from Denise on Sep 6, 2023
Good afternoon, I am truly sorry that you did not enjoy your stay with us. Hope you have a wonderful day

2/10 Terrible

Tina

Stayed 1 night in Sep 2023
Response from Denise on Sep 6, 2023
Good afternoon, Thank you for your review. I am truly sorry that you did not enjoy your stay with us. Hope you have a great day

8/10 Good

steve

Traveled with family
Disliked: Staff & service
The property was close to the people we where their to visit
Stayed 1 night in Aug 2023
Response from Denise on Sep 6, 2023
Thank you for taking time to leave us feedback. I am happy to hear that you enjoyed your stay with us. We look forward to seeing you again soon. Have a wonderful day

8/10 Good

maureen k

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Comfortable beds
Stayed here for Darien Lake. About 20 min away from the park. Beds were nice and comfortable and we were able to fit 6 in a room with a pull out couch. My only complaint was the wand in the shower. I couldn't figure out how to change the water to the main shower head. Overall a very nice stay. Typical continental breakfast.
Stayed 1 night in Aug 2023
Response from Denise on Sep 6, 2023
Thank you for taking time out of your day to leave us feedback. I am happy to hear that you enjoyed your stay with us. We hope to see you again soon. Have a great day

2/10 Terrible

Diana

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Aug 2023
Response from Denise on Sep 6, 2023
Good afternoon, I am truly sorry that you did not enjoy your stay with us. We do hope to see you again soon. Have a wonderful day.

2/10 Terrible

Andrew

Stayed 1 night in Aug 2023

6/10 Okay

Judith A

Traveled with partner
Liked: Cleanliness
Disliked: Staff & service
Checkin was the worst - arriving at 1:45, we were told there were NO rooms available until 3pm checkin. “How about maybe 2:45? We need to change clothes & leave here by 3?” “Nope - no rooms until 3pm” There were 4 cars in the lot including ours. Impossible to believe that ALL of the rooms were going to be serviced/turned over within 75minutes. I have never had an issue checking in 1 hour early - my bad for not contacting the property beforehand - but it’s not like we wanted to checkin at 10am. I felt the front desk person had no interest in trying to help or work with us. The facility was great (Though the pool was out of service), but the check in tainted my opinion of Holiday Inn Express.
Stayed 1 night in Aug 2023
Response from Denise on Sep 6, 2023
Good afternoon, Thank you for taking time out of your day to leave us feedback. I do apologize to you that you were not able to check-in early. I just took over this property and am trying my best to make improvements and I use these surveys as a tool to help train the staff. We hope to see you again soon. Have a wonderful day.

2/10 Terrible

Forrest

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Checked into 3 different rooms before we found a bathroom without red mold in the shower
Stayed 1 night in Aug 2023
Response from Denise on Sep 6, 2023
good afternoon, Thank you for taking time out of your day to leave us feedback. I use these reviews as a way to continue to train my staff. I just took over the property as the new GM and trying to make improvements daily. We hope to see you again soon.Have a wonderful day

2/10 Terrible

Julie

Traveled with group, Traveled with family
Upon check in, the room reserved online as an assisted room was unavailable. Was given away even after calling the hotel to ensure we would have this room. Check in was advertised at 3pm. We arrived at 630pm and our room was NOT ready.
Stayed 1 night in Aug 2023
Response from Denise on Aug 24, 2023
Thank you for taking time out of your day to leave us feedback. I am truly sorry that your room was not ready upon check in. My housekeeping staff works very hard to try and get rooms ready and to make sure that they are clean. I do apologize for the overbooking of your room type as well. I have my above property team working on these corrections as we only have 2 of those room types available but the hotel seems to have several reservations come in for them. I understand the extreme inconvenience. We hope to see you again soon. Have a wonderful day.

8/10 Good

Sarah

Traveled with family
Liked: Staff & service
Disliked: Amenities
Upon entering this Hotel, I was pleasantly surprised. It was modern and clean. The staff was friendly but didn’t have my queen suite available when I arrived. I settled for just a queen room but no money was taken off of my bill. Total red flag right there. My family walked to our room and it smelled nice and clean. There were dust webs in the corner, not enough towels in the bathroom and missing cups for the coffee bar. The air conditioning was super loud and kept our family up all night! Ugh Side note: The house keeping staff was very helpful and the late front desk girl was awesome. Overall, it wasn’t a bad stay. I just thought I would get more out of this Hotel.
Stayed 1 night in Aug 2023

10/10 Excellent

Jennifer

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hotel was clean and comfortable.
Stayed 1 night in Aug 2023
Response from Denise on Sep 6, 2023
Thank you for your review. I am happy to hear that you enjoyed your stay. We hope to see you again soon. Have a wonderful day.

2/10 Terrible

Niomi

Traveled with family and small children
Disliked: Amenities
First thing I noticed was floors not clean nothing wiped down crumbs in chairs and toilet gross! Went to housekeeping and requested a vacuum and supplies to clean my room because it was dirty and instead of offering to take care of if or even offer an apology he gave me the vacuum and bleach spray to clean myself the register was gross the mirrors not washed sticky phone and alarm clock then found out the pool was closed and when I asked when it might be open seems we booked here for the pool they said it was posted on there sight and nothing they could do about it as they front fest girl was literally hanging signs the pool was closed the side door flapping around won’t latch so just blows in the wind so anyone off the streets without a key can just wonder I’m not a safe feeling at all ther staircase and hallway were desk gross! Your own housekeeping lady suggested we go to the leQuinta down the street because she knew how it was and sooo overpriced $176 to feel uncomfortable and clean my own room so my child and myself could at least sleep there for the night seems we drove 1 1/2 hrs to stay here very disappointed this is aloud here and will definitely not return
Stayed 1 night in Aug 2023

10/10 Excellent

Mark

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff
Stayed 1 night in Aug 2023
Response from Denise on Sep 6, 2023
Thank you for taking time to leave us feedback. I am so happy to hear that you enjoyed your stay with us. We hope to see you again soon. Have a wonderful day.

10/10 Excellent

Ronald

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I like the total experience of the stay. Staffs and the place is awesome.
Stayed 1 night in Aug 2023
Response from Denise on Sep 6, 2023
Thank you for leaving us a review I am happy to hear that you enjoyed your stay with us. We look forward to seeing you again soon Have a fantastic day

10/10 Excellent

Nicole

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice stay
Very nice and clean. No issues at all. The staff was very friendly .
Stayed 1 night in Aug 2023
Response from Denise on Sep 6, 2023
Thank you, I am happy to hear that you enjoyed your stay with us. We hope to see you again soon. Have a wonderful day

4/10 Poor

Matthew

Disliked: Cleanliness, staff & service, property conditions & facilities
I understand that the property is undergoing renovations, but there is much more there is much more they could do for guests. Service for check in/check out was terribly slow. The bedding was damp. It was like they didn't fully dry the bedding before making the beds. This was my second stay there. I won't be back
Stayed 1 night in Aug 2023
Response from Denise on Sep 6, 2023
Good afternoon, Thank you for taking time out of your day to leave us feedback. I am truly sorry that you have not enjoyed your stay with us. I use these reviews as a way to continue to train my staff as I am the new Gm at this property. Hope you have a wonderful day.

4/10 Poor

Robert

The breakfast was totally ignored and ran out of bacon, eggs, and coffee. I mentioned it to one of the staff and she didn’t seem to be too concerned. I told her to get the manager to address this. 30 minutes later there was coffee but no eggs or bacon. I would like a partial refund.
Stayed 1 night in Aug 2023

4/10 Poor

Josie

Traveled with family
Disliked: Amenities
Room not ready waiting awhile because no towels
Stayed 1 night in Aug 2023

8/10 Good

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Efficient and tidy, few frills
This hotel is was a fine overnight stop on my trip across New York. It was convenient to the highway, clean, and well-maintained. It has no restaurant, but there are many takeout and sit-down restaurants within a 5-15 minute drive.
Stayed 1 night in Aug 2023

8/10 Good

Lee

Stayed 1 night in Aug 2023

2/10 Terrible

DR. LOUIS AND ANITA

Stayed 1 night in Aug 2023

4/10 Poor

Deidra

Traveled with group
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, room comfort
Stayed 1 night in Aug 2023