Holiday Inn Express Canandaigua - Finger Lakes, an IHG Hotel

Very clean, updated, nice breakfast, and the front desk agent who was working at 11:15pm when we checked in was very welcoming and engaging. One of the fastest check-ins we have experienced. She had our room keys made ahead of time and it took less than 60 seconds to check-in. The room, hallways, breakfast room, and lobby were spotless and smelled clean. It is apparent the GM, team, and Ownership takes great pride in their hotel to make sure their guests can enjoy their stay.

We had an excellent experience at the Holiday Inn Canandaigua. I was in town for a marathon and was super impressed by the attentive service, clean and spacious room with a beautiful view, and the breakfast spread. I specifically wanted to thank Toby at the front desk for being so sweet to my child and asking me about my race when I finished. We also had a lovely interaction with our housekeeper and she cleaned our room beautifully. Finally, we did use the pool, which was small, but clean and quiet and a nice way to relax.

I’ve never written a bad review for a hotel, but my experience staying here was just so negative that I feel compelled to alert management. First, the staff we encountered was extremely unhelpful. Despite being a very standard request, we were denied early check in after being told our room was not ready and that the hotel had hit their max on early checkin requests. I didn’t even know this was a thing unless a hotel was completely booked which it was not. We also were checking in on a Saturday…I would understand if it was a Sunday, but most guests are not checking out on a Saturday so their inability to keep pace with this lower volume was strange. The out of town wedding we were attending had a ceremony starting at 4:30pm, so naturally we were wanting to check in earlier than 3:00pm. They let multiple groups of friends and other wedding guests check in early, right in front of us, despite the fact we had called ahead that morning and requested this. We confirmed with other folks we knew, that they had called after us or hadn’t called at all, but were extended early checkin with no issue. It felt like the front desk attendant was immediately annoyed by our request, and developed some strange issue with my husband and I, making us wait on purpose to access our room. Once we were able to go into our “clean” room, I was completely stunned by how filthy it was. The maid service had changed the bed linens, but that basically was it. Lots of visible human hair of previous guests all over bathroom floor and shower, brown smudges everywhere and tons of visible mold all over the air conditioning unit (pictures attached). So not only did they make us wait for a room in a hotel that was not fully booked, but they gave us a room that was potentially dangerous to our health. This is also not an inexpensive Holiday Inn..at over $350 a night, at minimum you would expect that your room would not be unsafe or downright disgusting. Because we were already so tight on time and our interactions had been so uncomfortable with the front desk staff already, we didn’t bother saying anything. This is to alert management and I will be reaching out to IHG corporate as well.