Lobby sitting area

Reviews of Holiday Inn Express & Suites Surrey, an IHG Hotel

2.5 out of 5

Reviews

8.8

Excellent

Rating 10 - Excellent. 520 out of 1002 reviews" "
Rating 8 - Good. 364 out of 1002 reviews" "
Rating 6 - Okay. 70 out of 1002 reviews" "
Rating 4 - Poor. 21 out of 1002 reviews" "
Rating 2 - Terrible. 27 out of 1002 reviews" "

9.0/10

Cleanliness

9.0/10

Staff & service

8.6/10

Amenities

8.8/10

Property conditions & facilities

9.0/10

Eco-friendliness

Reviews

10/10 Excellent

UMEDKUMAR

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quiet
Stayed 4 nights in May 2024
Response from Guest Services on May 13, 2024
Thank you for taking a moment to rate your recent stay, we are so pleased that you found your stay to be quiet and that it was a 5/5 experience. We would love the privilege of welcoming you back the next time you are in our area!

2/10 Terrible

Delores

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Noisy as next to a busy street
Stayed 2 nights in May 2024
Response from Guest Services on May 13, 2024
Thank you for sharing your experience, we are sorry to learn that your stay did not meet your expectations. Please, if you were to return, request a room on the woodland side of the hotel as it is quite peaceful on that side. We hope we see you again the next time your travels bring you to our area.

10/10 Excellent

Jagwant Singh

Liked: Cleanliness, staff & service, property conditions & facilities
Nice hotel to stay
Stayed 2 nights in May 2024

10/10 Excellent

Christine

Liked: Staff & service, property conditions & facilities
All good
Stayed 1 night in May 2024
Response from Guest Services on May 13, 2024
Thank you for sharing your rating of your recent stay, we truly appreciate the 5/5 score and hope you enjoyed your time with us! We hope we have the privilege of welcoming you back.

8/10 Good

Graham

Traveled with partner
Liked: Cleanliness, staff & service, amenities
Garbage in trees and around property. Limited seating for breakfast. However over a great place, we will stay again.
Stayed 3 nights in May 2024
Response from Guest Services on May 10, 2024
Thank you for sharing your experience. Yes, the crows around us like to lift and drop items in our trees, we do try to keep on top of it. That's one of the hazards of being nestled into a woodland area. We are please to learn you will return, we look forward to welcoming you back!

10/10 Excellent

Sherine

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Check in was easy although I was charged twice for my damage deposit but once found out it was reversed immediately. Breakfast was good.
Stayed 1 night in Apr 2024
Response from Guest Services on May 10, 2024
Thank you for taking the time to post your positive experience, we love seeing the 5/5 rating! We're glad you enjoyed the breakfast and we hope we see you again soon!

4/10 Poor

William

Traveled with family
Disliked: Staff & service, amenities
Overpriced. Lack of value. Even with the high price we paid staff was unwilling to consider a later check out on a Sunday under any circumstance even though the hotel was not near capacity for that night.
Stayed 2 nights in May 2024
Response from Guest Services on May 6, 2024
Thank you for taking a moment to share your experience, we are sorry to learn we did not meet your expectations. Posted check out time is 11am and leeway to 12pm is offered based upon availability even for non-IHG Rewards Club members and it appears we were able to offer you that courtesy extension, we are sorry that it still did not meet your expectations. We are priced competitively in our market and offer parking, WIFI and breakfast with our rates with full facilities such as: coin laundry, pool, whirlpool, sauna and fitness room - however we understand that rates have increased this year for all properties and compared to last year it hits the pocketbook harder. We are sorry you felt your stay was less than a 5/5 experience and wish you successful travels in the future.

10/10 Excellent

Umesh

Traveled with family
Liked: Amenities
Excellent service
Stayed 3 nights in Apr 2024
Response from Guest Services on May 2, 2024
Thank you for your kind words and great rating, we are thrilled you enjoyed the team's service and it was our pleasure to host your stay. We hope we have the privilege of welcoming you back!

10/10 Excellent

Joan, Kamloops

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
What i liked is that its close to highway and its a reasonable price.
Stayed 1 night in May 2024
Response from Guest Services on May 2, 2024
Thank you for your review, we are so pleased to see the 5/5 rating and that you appreciated the location and rate. We hope we have the pleasure of welcoming you back!

10/10 Excellent

Joshua

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff have been friendly and helpful. The suites are clean and well maintained. Although they try to keep guest quiet there were a number of guests running from room to room letting the doors slam and it was non stop for an hour. Their suite phones have a button to contact front desk which didn’t work. So if you hit the 9 button then the front desk you get 911 and have to wait in your suite until the police have checked it out. Other than that it is a great, clean place to stay.
Stayed 2 nights in Apr 2024
Response from Guest Services on Apr 30, 2024
Thank you for sharing your positive feedback and the great rating, we are pleased you found the suites to be clean and the team to be helpful and friendly. We apologize for the front desk button not working on your phone and the subsequent miss-dialing of 911, this will be looked in to and we appreciate you bringing it to our attention. We hope we have the pleasure of welcoming you back the next time you are in our area!

10/10 Excellent

Lorraine

Business traveler, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely place, lots of trees, the bed was very comfortable!
Stayed 1 night in Apr 2024
Response from Holiday Inn Express & Suites on Apr 26, 2024
Hello Lorraine,We are so glad you enjoyed your stay and found the bed so comfortable.We love all the trees too and are looking forward to all the flowers coming into bloom.We hope you can come stay soon and enjoy them too!Thank you very much,

8/10 Good

Dana

Stayed 4 nights in Apr 2024

2/10 Terrible

Herb

Liked: Cleanliness, staff & service
Stayed 2 nights in Apr 2024
Response from Guest Services on Apr 18, 2024
Thank you for taking a moment to rate your recent stay. We are very sorry to see your experience fell short of your expectations. We would very much appreciate receiving more information on where we fell short so that we may take steps to address any issues, we encourage you to please reach out to the hotel directly with more information. If we don't hear from you, we understand, and we hope we are given another opportunity to provide you with a fully successful and enjoyable stay.

10/10 Excellent

Ronda

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Breakfast was very good. Lots of choices. Nice staff. Good location.
Stayed 1 night in Apr 2024
Response from Guest Services on Apr 15, 2024
Thank you for the wonderful rating and for posting your experience. We are so pleased you enjoyed breakfast, our team and our location. We hope we have the pleasure of welcoming you back soon!

6/10 Okay

Sudeep

Stayed 1 night in Apr 2024
Response from Guest Services on Apr 15, 2024
Thank you for taking a moment to share your rating of your recent stay. We are saddened that your experience only warranted a 3/5 rating and invite you to contact the property directly if there was anything we could address. We would love to welcome you back and, as always, the team will strive to provide a 5/5 experience!

8/10 Good

Jeannette

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
it was safe and clean place
Stayed 1 night in Mar 2024
Response from Guest Services on Apr 12, 2024
Thank you for rating your recent stay, we are so pleased that you felt safe and appreciated the cleanliness the housekeeping department works so hard to achieve. We hope we have the pleasure of welcoming you back!

6/10 Okay

Dharamjeet

Stayed 1 night in Apr 2024
Response from Guest Services on May 2, 2024
Thank you for sharing your rating of your recent stay. We are sorry to see we did not fully meet your expectations. If you wish to share any concerns or issues kindly reach out to the property directly as we would appreciate knowing where we can make improvements. We hope we have the opportunity to provide you with a fully successful stay!

10/10 Excellent

Frank

Liked: Cleanliness, staff & service, property conditions & facilities
Every thing went very well and was a joy to stay there.
Stayed 3 nights in Apr 2024
Response from Guest Services on Apr 11, 2024
Thank you for posting your positive feedback, we love seeing "it was a joy" to stay with us! We hope we have the pleasure of welcoming you back.

8/10 Good

Jaswant

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We booked a king suite and this room was beyond our expectations. It was big, bright, clean and well laid out. I will definitely return.
Stayed 1 night in Apr 2024
Response from Guest Services on Apr 9, 2024
We love it when guest say their expectations were exceeded at our property, we are so pleased you enjoyed your room! Thank you for posting your positive feedback and we look forward to welcoming you back.

10/10 Excellent

Diana, Langley

Traveled with family
Liked: Amenities
The staff were warm and welcoming. The room was clean and comfortable. The breakfast was delicious!
Stayed 1 night in Apr 2024
Response from Guest Services on Apr 9, 2024
Thank you for the great score and kind feedback, we are so glad you enjoyed your room, the breakfast, and the team. We hope we see you again the next time you are in our area!

10/10 Excellent

Deanna

Stayed 1 night in Apr 2024
Response from Guest Services on Apr 30, 2024
Thank you for taking the time to rate your recent stay, we are so happy to see the 5/5 score! We hope you enjoyed your time at our property and were comfortable. We would love the privilege of welcoming you back!

10/10 Excellent

Patrick

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights for business in the area. Clean and quiet. Great hot breakfast included in my rate. Enjoyed the gym, sauna, hot tub and pool facilities. Recommended by me
Stayed 3 nights in Apr 2024
Response from Guest Services on Apr 9, 2024
Thank you for the great feedback and rating! We're thrilled you were comfortable and enjoyed the amenities while away from home on business, we would love to welcome you back the next time you are in our area.

10/10 Excellent

Sundeep

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great syay here. Staff was absolutely very very friendly. Room was very spacious and clean syaff was excellent. Will definitely come back and stay.
Stayed 3 nights in Apr 2024
Response from Guest Services on Apr 5, 2024
Thank you for taking the time to share your positive experience, we are thrilled you enjoyed your room and the team's friendliness. This is the kind of review we strive for, the team truly does care about our guests' comfort and it was our pleasure to host your stay. We look forward to welcoming you back!

10/10 Excellent

James

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy check in. Good hot breakfast. Clean. Accommodated request for extra trash can.
Stayed 2 nights in Mar 2024
Response from Guest Services on Apr 1, 2024
Thank you for posting your great feedback regarding your stay, we are so happy the team's goal of meeting our guests' expectations and going beyond was appreciated and we love reading the positive comments. We hope we have the pleasure of welcoming you back!

10/10 Excellent

Pia

Liked: Cleanliness, staff & service, property conditions & facilities
Very clean. Great breakfast
Stayed 1 night in Mar 2024
Response from Guest Services on Apr 1, 2024
Thank you for sharing your positive feedback, we are thrilled you enjoyed the breakfast and appreciated the room attendant team's efforts! We would love to welcome you back.

10/10 Excellent

Shelley

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff were amazing and a good breakfast. Only thing that would be nice is possibly some non-slip tape in the bathtub
Stayed 5 nights in Mar 2024
Response from Guest Services on Mar 26, 2024
Thank you for the great score and positive feedback! All tubs and shower surfaces have been treated with an anti-slip coating, however if there is shower gel or soap in the tub it can get slippery. We do have bath mats available at the front desk upon request for any guest wishing extra stability. We thank you for your feedback and we will also check the coating to ensure it is still providing the necessary grip. We hope we have the pleasure of welcoming you back!

10/10 Excellent

Oleksandra

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Guest Services on Mar 26, 2024
Thank you for taking a moment to rate your stay, we love seeing the 5/5 score and hope you enjoyed your time with us. We hope we have the privilege of welcoming you back!

10/10 Excellent

Robert

Liked: Property conditions & facilities
Stayed 2 nights in Mar 2024
Response from Guest Services on Mar 26, 2024
Thank you for taking the time to share your positive rating of your stay with us, we are thrilled you felt your experience deserved a 5/5 score! We hope we have the pleasure of welcoming you back the next time you are in our area.

10/10 Excellent

Aman

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean room and hotel, great location as it is close to the highway. No complaints and would recommend 👌
Stayed 3 nights in Mar 2024
Response from Guest Services on Mar 22, 2024
Thank you for sharing your positive experience, we are so happy to learn you enjoyed your stay and we really appreciate your recommendation. We would love the pleasure of welcoming you back!

10/10 Excellent

Elisa

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Enjoyed my stay, breakfast many good selections, staff helpful, friendly & courteous. Comfortable beds & neat room lighting & decor.
Stayed 7 nights in Mar 2024
Response from Guest Services on Mar 11, 2024
Thank you for sharing your experience and for the positive feedback on the room, breakfast and our team. We love the 5/5 rating and are so glad you enjoyed your stay with us! We hope we have the pleasure of welcoming you back the next time you are in our area.

8/10 Good

mark

Liked: Property conditions & facilities
Stayed 2 nights in Feb 2024
Response from Guest Services on Mar 11, 2024
Thank you for taking a moment to rate your recent stay, we hope you were comfortable and felt at home. We would love the opportunity to welcome you back!

10/10 Excellent

mary ann

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024
Response from Guest Services on Mar 7, 2024
Thank you for taking a moment to post your rating of your recent stay, we are thrilled to see the 5/5 score! We would love the opportunity to host your next stay in the area.

8/10 Good

Sultan M

Liked: Cleanliness, staff & service, property conditions & facilities
I would definitely stay at this place again.
Stayed 2 nights in Mar 2024
Response from Guest Services on Mar 5, 2024
Thank you for taking the time to post your review, we love it when guests say they will come stay with us again! We look forward to welcoming you back and we will strive to earn that last star.

10/10 Excellent

Ramon

Liked: Cleanliness, property conditions & facilities
The breakfast was good
Stayed 1 night in Mar 2024
Response from Guest Services on Mar 5, 2024
Thank you for posting your review, we are so pleased to see the 5/5 rating and that you enjoyed the breakfast! We would love the pleasure of welcoming you back the next time you are in our area.

10/10 Excellent

sheena

Business traveler, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The gentleman who checked me in was quick, friendly and knowledgeable.
Stayed 1 night in Feb 2024
Response from Guest Services on Feb 26, 2024
Thank you for taking a moment to share your wonderful 5/5 rating and kind words about our team member, we are thrilled you enjoyed your stay and that your welcome had a positive impact on your time with us! We hope we have the privilege of welcoming you back.

10/10 Excellent

Maribel

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Every thing was good
Stayed 1 night in Feb 2024
Response from Guest Services on Feb 26, 2024
Thank you for your positive feedback, we appreciate your time taken to share your experience. We love seeing the 5/5 rating and are so pleased your stay was successful, we hope we have the pleasure of welcoming you back soon!

10/10 Excellent

Manak

Nice place and courteous staff
Stayed 1 night in Feb 2024
Response from Guest Services on Feb 26, 2024
Thank you for taking the time to share your positive experience, we are thrilled you enjoyed your stay and appreciate the 5/5 rating and your kind words about the team. We would love the pleasure of welcoming you back the next time you are in the area!

10/10 Excellent

Zenas

Liked: Cleanliness, staff & service, property conditions & facilities
Amazing.
Stayed 2 nights in Feb 2024
Response from Guest Services on Feb 21, 2024
Thank you for taking a moment to post your review and score, we are so happy to see the 5/5 rating and love your "amazing" comment! We hope we have the pleasure of welcoming you back soon.

4/10 Poor

Japji

Traveled with partner
Liked: Cleanliness, staff & service, amenities
Room was spacious but the washroom was not properly working
Stayed 1 night in Feb 2024
Response from Guest Services on Feb 14, 2024
Thank you for providing this valuable feedback, we do hope you reported the issue when you were here so that we could address it immediately. We are sorry this had such a negative impact on your stay, we hope we are given the opportunity to show you that this was an exception and provide you with a fully successful stay.

8/10 Good

Andre

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A common issue with Holiday inn express is that the USB hubs are broken. theres enough of them in the room but most of them arent working.
Stayed 1 night in Jan 2024
Response from Guest Services on Feb 7, 2024
Thank you for sharing your feedback, we do understand how frustrating it may be to have outlets not working as they should and we apologize for the inconvenience. We will investigate further to see if this issue can be resolved. We hope we will have the pleasure of welcoming you back!

10/10 Excellent

Sukhvir

Traveled with group
Liked: Amenities, property conditions & facilities
Very clean and excellent environment good friendly staff 👍
Stayed 1 night in Jan 2024
Response from Guest Services on Jan 30, 2024
Thank you for taking a moment to post your positive feedback! We love seeing and appreciate the 5/5 rating and your kind words about the property's cleanliness and team's friendliness. We hope we have the privilege of welcoming you back soon.

2/10 Terrible

Navjot

Nothing to like
Stayed 1 night in Jan 2024
Response from Guest Services on Jan 29, 2024
Thank you for sharing your experience, we are so sorry to see we did not meet your expectations. Please feel free to reach out to the hotel directly and share where we disappointed you, we would appreciate the opportunity to respond to your specific concerns. We hope you will give us another opportunity to provide you will a fully successful stay.

10/10 Excellent

amitesh

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
very good service especially from front desk lady. Excellent
Stayed 1 night in Jan 2024
Response from Guest Services on Jan 29, 2024
Thank you for sharing your positive experience and for the 5/5 rating, we love and appreciate your kind words about the team's service! We hope we have the pleasure of welcoming you back.

10/10 Excellent

Kristopher

Liked: Cleanliness
Stayed 1 night in Jan 2024
Response from Guest Services on Jan 29, 2024
Thank you for sharing your rating of your stay with us, we love seeing the 5/5 score! We hope you enjoyed your time here and we would love the privilege of welcoming you back.

10/10 Excellent

Vinay

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
.
Stayed 1 night in Jan 2024
Response from Guest Services on Jan 29, 2024
Thank you for taking a moment to post your rating of your recent stay, we are so pleased to see the 5/5 score! We appreciate the feedback and hope we are able to welcome you back soon.

8/10 Good

Gaeun

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Guest Services on Jan 15, 2024
Thank you for taking a moment to post your rating of your recent stay. We hope you were comfortable and enjoyed your visit. It would be our pleasure to welcome you back the next time you visit our area!

10/10 Excellent

Helen

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Guest Services on Jan 15, 2024
Thank you for sharing your rating of your recent stay, it brings us much joy to see the 5/5 score! We would love the pleasure of welcoming you back.

10/10 Excellent

Karamjit

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Guest Services on Jan 15, 2024
Thank you for taking the time to post the rating of your recent stay, we are so happy to see the 5/5 score! We would love to welcome you back the next time you are in our area.

8/10 Good

Reino

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent hotel for families
Excellent hotel for the price, location, cleanliness, and comfort! I like the split room layout (bedroom and living room) which makes it great for families. Love the free parking and hot breakfast. The only criticism I have is the front desk staff can greatly improve in being more welcoming and friendly to their customers. Every time I walked passed the front desk area the staff would just stare at you and not say anything. It would make a world of a difference and make the customers feel more welcomed and comfortable if you can smile and great them instead of just staring.
Stayed 1 night in Jan 2024
Response from Guest Services on Jan 15, 2024
Thank you for sharing your experience, we are pleased you enjoyed your room and the breakfast. We apologize if the front desk team did not give the usual welcoming vibe they pride themselves on, we will share your experience/perception as a coaching moment. We hope we have the pleasure of welcoming you back soon.

8/10 Good

John

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good location for visiting family nearby. Old tv could use an upgrade.
Stayed 2 nights in Jan 2024
Response from Guest Services on Jan 15, 2024
Thank you for rating your recent stay, we understand your disappointment in the lcd tv. This is the year of upgrading those units so we hope you come see us again and can enjoy the new tvs.