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

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!

This is how you do hospitality! Thank you kind staff. I have to say the staff at this place is how it should be at EVERY hotel! Upon arrival we were greeted so warmly by Jasmine. She just truly had a genuine kindness about her. She hanged is a goodie bag and made light conversation with a smile. The hotel was immaculate in terms of cleanliness. I’m sure on a Wednesday it was quiet and maybe that made it easier for it to remain clean, but it really was pristine. The rooms were a decent size and also clean with no crud in the crevices of the tub or sink. Linens were fresh and white. Fridge and microwave were clean. I’m writing all of this because I can’t always expect to find this at “budget” hotels these days. The pool was small but also clean. It only goes to 4 feet in depth - so if you have younger children this will be safe At breakfast the next morning we could see the outdoor patio was as well kept as the indoor dining area. The breakfast staff worker was just one person but he did work expediently and with so much grace. All I heard were good mornings to EVERY guest who entered and he smiled all the while. The food was good and the scrambled eggs were fresh! The pancakes fresh! A good fruit assortment was available and high quality Greek yogurt. My kids and I left full and energized for the day! I had such a pleasant stay at this hotel for a family trip up north for apple picking and spooky fun. We stayed only one night - October 2, 2024. I wish it was a longer stay because when we went further north - and stayed at another IHG location that was very very lacking in comparison - I wished we had just booked a whole 4 nights there at the Goshen location. We will be baaaaack!!!

The Holiday Inn Express & Suites Middletown - Goshen, an IHG Hotel 20 Med Parc Road Middletown, New York is very nice hotel clean and new would stay again and highly recommend the hotel very nice accomdations staff was very nice lobby very nice