Holiday Inn New London by IHG

Not justifiable for what we spent.

The pool area was very nice

The location and that the booking said breakfast was included but we had to order from the restaurant in the building

There was no breakfast or coffee except for an additional fee in an attached restaurant. Very disappointing.

The room was shabby with poorly repaired holes in the bathroom and the handheld shower sprayer was inoperable.

Good location

Only one employee on duty when we checked at 4 pm and she needed to leave to attend to something for about 5 mins leaving us alone. She did her best to get back to us but why only one employee? There was no access to water only for purchase and restaurant was closed. Bathroom tub did not have a safety bar in the bathroom. The parking lot was unsafe to walk if you're a senior due to its poor condition. Give my expectations for a Holiday in, I was very disappointed . The value of this stay did not meet the price we paid.

First of all, it is not just a great property. It is the people like Paul and Anna that truly make this a home away from home. The Holiday Inn brand can vary greatly based on the region and property, and it brings me great joy to say that the New London Holiday inn excels both customer service, elite recognition, updated runs, pristine cleanliness, and a comfortable sleep. We were greeted upon arrival by Anna, who gave us a warm welcome and recognized our IHG status, and went through the different amenities on property, including the pool hours, The workout options, and the hours for the restaurant. Whoever organized room allocation the night before took into account my preferences within the IHG app, we were given the highest floor (5) away from the elevator, which was greatly appreciated. Paul went above and beyond to make sure that our late checkout time request was honored, and I'm sure Anna passed the message along as well. Paul also was very responsive at the desk, picking up the phone at the first call and also providing extra towels when we needed them. Even though the hotel was sold out, you could tell that Paul and Anna and the team valued each guest. Paul has been there for years, and it is my joy to finally recognize him in this review. He not only listens to concerns and rectifies them immediately but also shows that he truly cares. Anna as well went above and in her welcome. I feel like the service was that of a Kimpton or Intercontinental, and when you throw in the complimentary parking and the location it just makes. for a great experience. One thing I should also note is that the room was immaculate, the fridge was brand new, and included a large freezer separated with a door. The sheets were clean, the mattress was comfy, and the pillows were fluffy. Blackout curtains worked well, and the AC worked well to control the temperature. Even the ventilation in the bathroom worked well with a hot shower. And speaking of the shower, it looks like the bathrooms were recently redone and they have a true speakman massage shower head that actually worked in all three flow functions which was wonderful. Again, shout out to Paul and Anna for providing a top-notch experience. I had such a great experience I will be recommending friends and family to stay at this hotel when in the area!

I found bed bugs in the my room. I reported it to the front desk. I also took the live bed bug in a cup to the front desk as proof. They moved me to another room. I found 2 bed bugs and bed bug eggs in the new room as well. The front desk told me that they couldn't issue a refund after i requested it. So I packed my things and checked out of the hotel. I would not recommend.

Great front desk staff, Jake...convenient to Amtrak and ferries