Holiday Inn Express and Suites Middletown - Goshen in Middletown, NY

As a platinum member and card holder, for my longer stays I try my best to stay within the intercontinental hotels and resorts chain of properties. As the title of this review states the best way to summarize my stay would be reliable great hospitality and there are several reasons for this. I would like to take the time to shoutout the employees here that I feel ultimately make or break a stay regardless of the property tier. One of the employees is Jennifer. Whenever I did come across an inconvenience, it would be resolved in a timely manner and even in cases where I had to call ahead to inquire on something I would arrive to the best resolution by the time I arrive back for the day. Because of this level of consistency, she is easily one of the best hotel managers in any stay I've had in the past. I'm well versed with the travel industry as a consumer and an employee of an airline myself and thus I often have a lot of questions that aren't as easy to have an answer to. Usually in regard to things such as points of interests and a big thing for me is discounts and offers available to service members. With so many things to do in the area, Lexi, the sales manager proves every day to provide the best things to do, even as far as movie recommendations when I feel staying in for the weekends and holidays. It isn't always that you first check into your room and its perfect. It can be anything from extra pillows, hangars, towels or toiletries, etc. One of the front desk assistants, Jasmine, was always ready to accommodate. Regardless of the tier of hotel or stay duration, so long as I have five star service, I'm a happy traveler.

This is the BEST hotel I have stayed at in quite a while! Everything was super clean, the room was well-appointed and modern, and my request for a first floor was honored (even though I arrived later than I said I would)!! Lexie was on duty at the check in desk, and was extremely helpful when I was asking about where to get a bite to eat. As it turned out, her recommendation (next door, at a gas station, of all places) was spot on!! Plus, since I had just driven 4 hours, with another leg of my trip planned for the next morning, having a nearby gas station (again, new, and the prices were reasonable) was also a plus! Lexie was very friendly and helpful - customer service is apparently very important to her! Bed was very comfy, with ample pillows (the pillowcases even had the words "soft" and "firm" embroidered onto them!), the sheets seemed to have a high thread count, and the towels were just perfect - soft, but not too much so, and just the right weight! The room was well lit, bright enough that you could see (I'm tired of hotels that put in 20W bulbs and expect that people can see with such dim light). The parking lot was extremely well-lit, all the way around (many places don't pay attention to back lots), so late night dog walks (I was traveling with my medium size dog for a competition) so I felt very safe. Also, there is plenty of area to walk your dog. One very minor detail - I could hear someone walking in the room above me with what seemed to be heavy boots. But as it got later, and I fell asleep, I didn't hear that any more. And the ceilings in these rooms must be 14 feet tall (or more)! Check out the next morning (after a lovely hot breakfast of scrambled eggs, sausage, juice and coffee - there were also make-your-own pancakes and hot oatmeal, but several bowls of fruit), was super easy, thanks to the very friendly Jasmine, who made sure I had a sample of sunscreen before leaving! If I am EVER traveling to this location again, THIS is where I will be staying! This hotel deserves every one of those 5 stars I gave it! And Lexie and Jasmine are outstanding employees, who seem to take their jobs in the hospitality industry very seriously!

I booked a room at this hotel for my sister, who was alone with her newborn baby and two dogs. What should have been a safe and restful stay turned into a stressful and completely unacceptable ordeal. At around 4am, the ceiling in her room started raining water on them — yes, actual water pouring from the ceiling. With a newborn and pets in the room, she had no choice but to evacuate. The hotel could not accommodate her in another room that night, since they claim they were fully booked, so she was forced to go across the street and pay full price for a room at another hotel — just to have somewhere safe and dry to sleep. Despite the seriousness of the situation, no one from hotel management reached out for several days. There was no urgency, no apology, and when they finally did respond, their idea of compensation was entirely inadequate. Here’s what the hotel offered — and why it falls short: • I originally booked 4 nights using reward points: o Night 1: 49,000 points o Night 2: 47,000 points o Night 3: 24,000 points o Night 4: Included due to Diamond membership • The hotel pet fee was $40/night per pet, and there were two dogs, totaling $320 for four nights. • They refunded the pet fee and claimed to have refunded the 49,000 points for the first night. In reality, they only refunded 40,000 points — not the full amount. Then, they tried to say we were “even” because: 1. They waived the pet fee. 2. The cost at Candlewood Suites (where my sister was forced to go) was “about the same” as the pet fee we would’ve paid. But here’s the problem: • If we had booked Candlewood Suites from the beginning, the pet fee would’ve been $150 total. They charge $75 per pet per stay (up to 6 nights) — not per night. • That comparison is invalid — Candlewood wasn’t even open when I made the original reservation at Holiday Inn, so it wasn’t an option. The bottom line is: my sister is still out $372.39 because she had to leave the hotel and pay out of pocket for a safe room due to the flooding. Holiday Inn refuses any further compensation or resolution, claiming they’ve “made us whole.” To make things even worse, the General Manager, Mr. Patel, was rude, dismissive, and unprofessional. He called both my sister and me separately, yelled at us, and made it clear he had no interest in resolving the matter fairly. He kept repeating, “We are making it right by waiving the pet fee”, as if that somehow cancels out being forced out of a soaked room in the middle of the night with a baby and pets. At the end of the day, I hope this review helps others understand how poorly this hotel treats its guests when things go wrong. There was no compassion, no accountability, and no meaningful effort to make things right. I will never book here again — and I strongly urge others to stay elsewhere.

This hotel is the perfect alternative to the LEGOLAND hotel. This hotel was way cheaper and we still had a great stay. The rooms were super clean and modern. The sleep quality is also great. All of the staff were also very nice. They also offer a free breakfast which is super convenient. Over all this hotel gets 5 stars.

We’ve stayed here before and were once again thoroughly impressed with the quality of service and amenities. From the moment I checked in, I was greeted warmly and given a thoughtful welcome Status gift bag, which included a large prepackaged cookie, grandma-style sandwich cookies, and bottled water—a nice touch! The room was spotless and the entire hotel had a fresh, clean smell that immediately made us feel at home. I appreciated the Dove toiletries provided in the bathroom, and the addition of liquid hand soap by the sink is always a nice detail. The bed was comfortable and the room temperature was perfect. We also enjoyed a delicious breakfast with a wide variety of fresh options: pancake robot (a fun touch!), fountain juices, prepackaged juices, yogurt, boiled eggs, oatmeal with various toppings, egg white veggie omelets, scrambled eggs, turkey sausage, biscuits with sausage gravy, and a selection of fresh fruit, muffins, bagels, and bread. The 24-hour free coffee bar in the lobby is a fantastic perk, with tea available as well. Overall, the hotel consistently provides excellent service and a great stay. We’ll definitely be back!