Holiday Inn Express & Suites CHARLESTON DWTN - WESTEDGE by IHG

We always choose holiday inn hotel (IHG group) during our travels and have had good experiences in the past, but this visit in holiday inn express & suite Charleston was disappointing due to inconsistent information. Before booking, I called the hotel directly to confirm all the details. I asked about the rate, parking fee, breakfast, service dog policy, and availability of a king room. The front desk staff (Yolanda) told me the rate, mentioned that six rooms were available, confirmed a $15 parking fee, that breakfast was included, and clearly stated there would be no charge for our service dog. However, at check-in, we were told there would be a $50 charge for the service dog, even though nothing else had changed. This was frustrating and disappointing — especially since we’ve stayed at this same hotel group before without ever being charged for a service dog. Another issue: I had added a note to the booking requesting a soundproof room, but we were given a connecting room instead. Unfortunately, the guests next door complained, which made our stay uncomfortable. Aside from those issues, the room was clean, the AC worked well, and everything else was fine. And Alysa was nice greeting us in breakfast time. We hope the hotel will improve communication and better honor requests in the future.

Unfortunately, this hotel is in dire need of renovation. When I arrived, my keys were not ready, even though I had checked in online in advance. The key cards were then handed to me in a self-stapled envelope made of scrap paper. At first, I was given a room that was open when I arrived. The door was difficult to close because it had apparently been broken into several times. After I complained, I was given another room where the curtain was missing and only a blackout blind was hanging. Since this room was on the ground floor, you could see in through the window. With the blackout curtain, you had to keep the lights on all the time. In addition, there is a ventilation shaft in every room (independent of the air conditioning) which is incredibly loud and cannot be turned off. Finally, the breakfast was tasteless. Only the packaged items were edible. It is also a shame for the environment that all cutlery and crockery is made of disposable plastic. Even poor countries are more environmentally conscious and do better.

When I arrived at the hotel I had just driven 2+ hours to MUSC ER for thoracic surgeons to determine possible options for high risk surgery on my spouse. Miss Tarsha was at reception, and graciously checked me in. To my GREAT surprise, she also went to my room ahead of me to turn on lights so that I wouldn’t walk into a dark room! She set the tone for my entire stay. In addition Miss Ty, Jessica and Alisha greeted me daily with a smile and genuine kindness that was extended to me 24 - 7. There was never a time when they were not available. They made me feel safe, comfortable and cared for. Ms. Lisa Heath, you have an excellent team in place. Breakfast, delicious fresh coffee, chocolate chip cookies and popcorn daily was always a hit! My bed was super comfy, sheets were very soft, and my room was very clean. Maybe consider a TP upgrade? I appreciate the convenience of the location, and would definitely stay again.

Everyone was so nice. Hotel was spotless. Close to everything, minutes away from anything you may need. Grocery store was half a block away. McDonald's next door. Great Breakfast served. Totally worth it, price was perfect. Especially with how much others cost. Would definitely stay again and would recommend. Staff was great.

When you first step in the door the rug that leads to the check in desk is filthy. The room was ok. Bed was comfortable and clean. The bathroom is very small and the shower was moldy. A simple fix with some bleach cleaner.