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escapefromMichigan
Grand Rapids, MI

Stay somewhere else

2.0 of 5 bubblesReviewed 20 Sept 2023via mobile
Bare minimum acknowledgment from check in staff. As I was walking to elevator I see a sign no wifi in rooms, lobby hotspot only. Leaving for dinner I looked at the pool I had hoped to use, door was locked. When I asked front desk about it I got “um, I think it’s closed for maintenance”. While at dinner I read the reviews here and see that neither Wi-Fi or pool has been available for some time.

They should not include amenities in their ad that have not been available for more than a month.

There was no mattress cover on the bed, only a sheet, no Kleenex in bathroom only bath tissue. A milky looking substance seemed to have been squirted and dried on the bathroom door, 2 lightbulbs in the room were burned out. Poorly done wall patching. Just not what I expect from a usually consistent hotel chain.

Stay somewhere else !
Date of stay: September 2023
Trip type: Travelled solo
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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 7 Oct 2023
Dear valued Guest,

Thank you for staying at our Holiday Inn Express Charleston - Southridge while visiting Charleston and for taking the time to provide feedback about your experience. It's a pleasure having you as our guest.

I would like to apologize for the service of our staff, the cleanliness of our room and the Wi-Fi. This is not what we want any of our guests to encounter. I shared this information with our team to properly be investigated. It is significant for us that all our guests have a very comfortable and enjoyable stay, as we strive to maintain a high-quality standard of service at all times.

I hope to have the opportunity to welcome you again in the future.

Best regards,

Ben W.
Case Manager
IHG Hotels and Resorts Service
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 21 August 2023

I am not one to normally complain but the last experience I had at this hotel really set me off. This past week I stayed at the Holiday Inn in South Charleston, WV for a business trip. Upon arrival there was a post saying that the WiFi was not working, which provided a major obstacle to do my job. However that was only part of my problem with this stay. The whole hotel in general is quite a mess, run down, dirty, and needs just some basic maintenance. For spending $150 a night my room was far from worth it. The walls had damage and holes through out it, the smell of the room appeared to be a cross between cigaret smoke and mold, and the bathroom had clearly visible water damage around the shower and the bathroom fan was not functional allowing steam to build up with nowhere to go. In the room, a lamp was broken/missing one of its on off switch so the only way to turn it off was to just unplug it. The room was also infested with ants throughout. I found them on the desk and on the opposite side of the room by the nightstand and even on the sofa chair in the corner. The worst of it all is on my last night there I woke up with 2 bites on my stomach, to my horror, I moved my mattress to find a bed bug exoskeleton….. I was furious. When I spoke to the front desk lady about my issues, she was completely unapologetic and offered no sympathy. She never even muttered the word sorry once and instead got defensive and rude. Even after completing a survey with a bad review and asking to be contacted by the hotel manager, all I got was a copy/paste response plus a one line poorly written sentence I can tell they actually wrote. Again there was no apology, compensation offer, or recognition of my disgust with their hotel.

Room tip: Dont Stay Here!!!
Date of stay: August 2023
  • Trip type: Travelled on business
    • Value
    • Location
    • Service
Thank Chris O
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 5 September 2023

Hello Chris O,

Thank you for your stay at the Holiday Inn Express & Suites Charleston-Southridge, West Virginia.

We're determined to make your stay pleasant, and I am sorry to learn about the issues encountered during your visit. I have shared your comments with the hotel management. I trust that the actions that they will be taking will make your next stay with us better than the last. I have also sent you a private message regarding your experience.

I hope you stay with us again!

Best regards,

Clayton G.
Case Manager
IHG Hotels and Resorts Service

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 August 2023

Very humid inside our room- that’s whatever. Checked the beds like normal, saw nothing. Next morning we saw a bed bug in the bathroom. Won’t be coming back. Do not stay at the hotel for risk of bed bugs.

Date of stay: August 2023
Trip type: Travelled with family
Thank Halle993
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 25 August 2023

Hi Halle993,

Thank you for your recent stay at Holiday Inn Express & Suites Charleston-Southridge and for sharing your feedback. We appreciate your business and making IHG Hotels & Resorts a part of your travel.

We work very hard and strive to be the best Holiday Inn Express. Our goal is 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 know more about it, and share this with the relevant teams. I sent you a separate message and hope you respond soon.

Your loyalty is important to us. We hope you choose IHG Hotels & Resorts for your future travels.

Best Regards,

Jenilyn J
Case Manager
IHG Hotels & Resorts Service

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 August 2023 via mobile

Room was nice, ac worked, wifi was slow to not working. King bed was a bit to firm for my hubby and I and a bit high especially for me at 5'4". Staff was nice! The room was clean and had a sanitize sticker after it was cleaned, this is a nice service and would like other holiday inns to do that.

Date of stay: August 2023
Trip type: Travelled as a couple
Thank SpartanMom93
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.
Reviewed 16 July 2023 via mobile

Very nice staff. The building on the sides has the tightest parking. The elevator sounded on its last leg, and we chose a holiday inn because of the brand and the pool. Guess what the kids don’t get to swim because they don’t want to fix the pool pumps. Wasted my points to stay at this location. An email updating its condition on the pool would of been nice. We would of chosen another holiday inn. Dam!

Room tip: Good luck. Area is nice with plenty of restaurants but you might be disappointed in the hotel for a holiday inn. La Quinta inn soon
Date of stay: July 2023
Trip type: Travelled with family
Thank Freedom57274941112
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.
Reviewed 9 July 2023 via mobile

So disappointed in the dirty room and facilities. Bed pad had a horrible urine stain. Bathroom vent was full of black mold. Carpet hadn’t been deep vacuumed in years. Even though the room was identified as “non smoking” it smelled like old cigarettes.

Date of stay: July 2023
Trip type: Travelled with family
Thank FortWayneSharona
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.
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