I needed to go to Burlington for a business meeting on late notice. I booked online Friday afternoon to get a room Sunday night. Got an email Saturday at 1:00 p.m. informing me that the meeting was cancelled. I immediately called to cancel my reservation.

At the end of the process, the desk person told me that I'd still be charged. I told her I didn't think that was a good idea, since I'd called 24 hours before check in time. She told me that she couldn't refund it because I'd booked online, and that the "fine print" when you book covers this policy. I asked to speak to a manager (who wasn't in). We'll see if he actually calls me.

I travel a lot for business. I won't be going back to Holiday Inn/Renaissance properties because I don't want to deal with a place that relies on the "fine print" to screw people when there's no need (I doubt the Burlington Holiday Inn Express is at capacity for Sunday night). Pretty crappy policy for the hospitality business.

Recently stayed for 3 nights while attending family reunion. My wife is handicapped and they put us in a first floor handicapped room. This room was completely remodled with all of the latest amenities and very comfortable. This will definitely be my new home in Burlington when visiting my family.

The room was nice, clean, and the service was great! The bed was comfortable, the jacuzzi was nice.

Upon arriving at the Holiday Inn Express, we found that most rooms were booked and sold to a few little league baseball teams. We were SOLD a Non-Smoking room. After going to dinner and returning to the hotel, we found that our room was a smoking room. My husband went back down to the desk and was told, they sold us the wrong thing, they only had smoking rooms available. My youngest has allergy issues and the smoking room was not ideal for him. However, because we had already gone into the room the desk clerk said she didn't know that they could refund our money, so we decided to stay. We were TOLD we would receive a $25 credit for our room, however, I have not seen that on our credit card yet.
We went for a short swim, due to the other guests being rowdy in the pool our swim was cut short (it is a very, very small indoor pool). Likewise the hotel was very noisy that evening, with kids running around at all hours. I realize that the hotel cannot control this completely, however, they can call rooms and request guests to be quiet.
Back up in our room, I was not satisfied with the level of cleanliness. Normal HI Express hotels are very clean. This did not look as though the tile floor had been cleaned in months. After bathing our kids, they asked to watch tv. Upon trying to turn the tv on, we found that the satellite did not work, nor did the phones when my husband tried to call the front desk. He went down and was told, oh yes, some of the rooms are without tv. She was unaware the phones were not working.
Breakfast the next morning followed suit with the rest of our stay. There were so many people trying to eat breakfast they couldn't keep up with the crowd. Normally I'd be more understanding of this, however, they knew they had a nearly sold out hotel, they should have had more staff available to help. The one egg we were able to secure, we couldn't eat because there were no forks available. We ended up at the McDonalds next door.
Overall I was very unsatisfied with this hotel. It did not live up to the Holiday Inn Express guarantee or name.