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Chris V

Avoid this Holiday Inn Express

1.0 of 5 bubblesReviewed 9 Dec 2022
One of the worst experiences I have ever had at a Holiday Inn establishment. When we checked in we were told the only available rooms were on the 5th floor, but get this, the elevator wasn’t working. My brother had knee surgery which made it very hard for him to climb those stairs. When we got to the 5th floor we saw almost every room open with the lights on and empty. We found out later from the clerk that many of the rooms were being cleaned because of a bed bug infestation. Thankfully we didn’t see any in our room or had any bites. The room looked old and the tv was old and not hi def. My brother also had an outlet that did’t charge his phone overnight. But the worst thing
was that the smoke detector was broken without the cover or battery in it! Dangerous and a major safety violation. The reason we didn’t leave was we got there so late in the evening.
Next morning my friend tried to get pancakes and the pancake machine didn’t work There were no napkins available in the. breakfast room. Clerk only offered to take 10% off the bill The whole place screamed of bad management. Just a horrible experience.
Date of stay: December 2022
Trip type: Travelled with friends
1.0 of 5 bubblesValue
2.0 of 5 bubblesLocation
2.0 of 5 bubblesService
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
IHG Service, Owner at Holiday Inn Express & Suites Charleston-Southridge, an IHG hotel, responded to this review
Responded 23 Dec 2022
Hi Chris V,

We appreciate you for choosing the Holiday Inn Express And Suites Charleston-Southridge for your leisure stay.

Providing an excellent level of hospitality and cleanliness is our topmost priority. I would like to offer our sincere apology for the issues you encountered during your time with us. Your honest review is very important, and I will share this with our appropriate hotel team to take necessary action to prevent any issues from occurring in the future.

I have sent you a private message to discuss this further.

I hope we'll remain to be your dependable choice, as we promise to make your stay more memorable and exciting.

Yours in hospitality,

Melissa P
Case Manager
IHGService
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviews (134)
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Reviewed 28 November 2022

A horrible experience with an ownership and management who don't seem to care or understand the meaning of customer service. The elevator and hot water were not operating and management did not think it advisable to notify customers who made a reservation. Apparently the elevator had been inoperable for about one week.

Date of stay: November 2022
Trip type: Travelled as a couple
Thank Mark R
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
IHG Service, Owner at Holiday Inn Express & Suites Charleston-Southridge, an IHG hotel, responded to this reviewResponded 12 December 2022

Hi Mark R,

Thank you for your recent stay and for sharing your feedback. We appreciate your business and for making IHG Hotels and Resorts to be a part of your travel.

We work very hard and strive to be the best Holiday Inn Express around. We also strive to offer a seamless and relaxing stay and I'm sorry to learn that it didn't happen. We take feedback seriously and would like to get more info to share this with the relevant teams. I sent you a separate message and hope you respond soon.

Your loyalty is important to us and we hope you choose IHG still on your future travels.

Best Regards,

Jenilyn J
Case Manager
IHGService

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 November 2022

I haven't been to this hotel in probably 10 years. It use to be nice, im unsure how it got a 4 rating for a 3 star hotel. The elevator was broken we have to climb up 5 flights of stairs, i had two kids, the shower curtain had black mold, the toilet paper holder was broken, the toilet was broken. The sheets did appear clean, but i felt like some of these things were ignored, and i'm not sure how long the elevator was broken, but had i known it was before i booked i would have stayed elsewhere. I had bags where i had been in town for several days, so we had a lot of bags.

I feel like this hotel needs super cleaned, remodeled, so new non moldy calk in the bathroom.

The bed was comfortable, and the Staff were so nice and helpful. The two redeeming things. The breakfast staff was really nice and the front desk on check in and check out. I can't say enough good things about the staff. honestly.

I dont really think this room was worth 119.00. almost 135 with tax, if i were on vacation theres no way i would pay this rate for the quality, but i was visiting family and honestly there arent a lot of good options for hotels in charleston at all. I was told my room was also an upgrade from the king size that was booked i didnt book this room for myself.
This use to be a really nice hotel, it looks nice on the outside still but very disappointing.

Date of stay: November 2022
Thank Sarah A
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
IHG Service, Owner at Holiday Inn Express & Suites Charleston-Southridge, an IHG hotel, responded to this reviewResponded 27 December 2022

Hi Sarah A,

We appreciate you for choosing to stay at our Holiday Inn Express hotel brand for your visit to South Charleston and for sharing your feedback. I am glad to have been a host to one of our valued guests. I trust that all is well

We strive to be a great place to rest and recharge in between. I'm sorry to learn about the issues encountered during your stay. I have shared your comments with our Hotel Management team. I am sure they will take the necessary steps to address your concern and use this as a reference for improvement.

I hope you give us the chance to turn things around the next time you stay with us.

Kind regards,

Glaiza G.
Case Manager
IHGService

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 August 2022 via mobile

Booked, prepaid, and prechecked in a room for myself, elderly father, and teenage son. Arrived at 11:30 pm and they had sold our room. No offer made to stay at associated hotels. Had to continue the drive to our destination 1.5 hours away and book a more expensive room at another hotel. Attitude was along the lines of , ‘oh well.’ Of course I would have been charged if I had not arrived. Greedy is the only word that comes to mind.

Date of stay: June 2022
Trip type: Travelled with family
Thank A9801LJallana
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
IHG Service, Owner at Holiday Inn Express & Suites Charleston-Southridge, an IHG hotel, responded to this reviewResponded 3 October 2022

Hi A9801LJallana,


Thank you for leaving us feedback surrounding your experience with the Holiday Inn Express Charleston - Southridge. We appreciate you choosing us and doing business with IHG.

We are determined to provide our guests with a pleasant time, and I am sorry for what happened during your visit. I shared your sentiments with our hotel management and sent you a private message to obtain additional details about your stay.

Until your next stop in the area, we look forward to hosting you again to redeem your confidence in us. I look forward to your response.

Sincerely,

Grace L.
Case Manager
IHGService

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 June 2022 via mobile

After a 10 hour car ride we arrived to the hotel with our soccer team and out of 15 reservations, 7 were canceled without a prior notification event though we did online check in.
Do to an error on their system, they overbooked 17 rooms. They send us to a hotel 65 miles away. “There is nothing else that we could do about it; sorry”

After we, the families that were lucky to stay at the hotel, finally did the check in we were informed that the machine for the door keys/cards wasn’t working. NO KEYS!
So, today after 2 nights every time we need to go in the room we need to ask someone from maintenance to open the door with a hook🤪.

Good Things:
Great Location
Comfortable and clean Beds
Nice staff
The bedroom is fine. Little dirty but comfortable 😕

The elevator is disgusting, The laundry room… no one has clean it in months, ice maker doesn’t work, pool is closed. Lobby is sad. Looks so dated, and needs TLC.

Many more hotels around the area that you should try before booking this hotel one. Because of the soccer tournament all of them where booked, if not we would have move to another right away.

Date of stay: June 2022
Trip type: Travelled with family
1  Thank Gody20
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
IHG Service, Owner at Holiday Inn Express & Suites Charleston-Southridge, an IHG hotel, responded to this reviewResponded 11 July 2022


Hi Gody20,

Thank you for taking the time to share your recent experience with us. We appreciate you for choosing our Holiday Inn Express And Suites Charleston-Southridge, where our guest's needs matter most.

I'm sorry to hear about your experience during your stay at our hotel. Our guest satisfaction is our topmost priority, and your feedback is very important to us. I will share these comments with our appropriate hotel team to ensure necessary action is in place to prevent any issues from reoccurring in the future.

I have sent you a private message to discuss this further.

I hope we'll remain to be your dependable choice, as we promise to make your stay more memorable and exciting.

Yours in hospitality,

Melissa P
Case Manager
IHGService

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 May 2022 via mobile

We asked for top floor, away from elevator, away from road, we got all that. Beds are nice, pillows to soft for me. Breakfast was good, selection seemed low. Hotel is in need of a renovation. Carpets starting to show wear, as are doors and hallways. Price was high, but seems like all hotels seem to be making up for last 2 years of covid

Date of stay: May 2022
Trip type: Travelled with family
1  Thank markfU6365GD
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
IHG Service, Owner at Holiday Inn Express & Suites Charleston-Southridge, an IHG hotel, responded to this reviewResponded 7 June 2022

Hi Mark F,

Thank you for writing us about your stay in Holiday Inn Express & Suites Charleston-Southridge. We strive to provide an environment of simplicity.

I saw your reviewed and was surprised by what you described. I'm sorry that your stay was not satisfactory due to unforeseen issues. I understand your disappointment about these matters. I documented your case and shared it with our local area managers. We took immediate action to avoid this from being an issue in our guest's future stays.

I invited you to visit us on your next trip so we can provide you with a new view of our services.

Sincerely,

Oscar C.
Case Manager
IHG Service

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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