The Inn At Charles Town Races — Attraction in Charles Town

'Mary' at Front Desk on Friday Apr 25 @ 3:30pm was an abomination. After standing in line for 30 minutes waiting to check-in, Mary did not know my reservation was prepaid, could not locate any details on the computer, did not know if the white shuttle bus out front was the Hotel shuttle to the Casino yet it clearly was, she asked for my credit card to add a hold of $100, when I asked what for, she said in case I "break the room". When I asked what that meant she replied: 'you may throw wild parties or bring dogs into the room or drink liquor in the room or bring unregistered guests into the room'. I said I'm 71 years old, do I look like I'm here to throw parties and break the room ? She was clueless what the 'hold' was for so I asked her if there is something in the room that if I use it I will be charged for it such as soda or liquor ? She replies if you want liquor we have it here at the desk. I said NO, I do not want liquor, I'm trying to determine what it is you're hitting up my credit card for - she had no clue. She then asks, 'what car did you come here with today' ? - I replied: 'my own'. What she wanted to know was the make/color of my vehicle but she did not know how to ask that. And Mary was constantly distracted by any little thing: someone else talking but not to her, she has to stop checking me in to see who was talking, another employee enters the reception area Mary stops working to look at that person, someone laughs nearby, she stops to look at who it is, anything & everything that occurred but which had nothing to do with her she kept stopping the check-in process only to have to start again. And another annoying aspect of the check-in process: 6 people behind the desk, 4 of whom are doing nothing but laughing and goofing off causing Mary and the other clerk to constantly turn around and stop working....The final straw was when she handed me my credit card and room keys. She leaned over to give them to me, did not look at me, did not say a word and I stood there for maybe 30 seconds wondering what else there was - I then asked her, are we thru? She said yes, but never looked up, never said have a nice stay, never said here are your room keys and your room # is 338. Nothing, zilch, silence, rude, disinterested, clueless, acted dumb, zero customer service. Whoever hired Mary needs to be terminated and Mary needs a full and thorough evaluation of her abilities to hold this job. And by the way, when I checked out, I asked a different clerk what the $100 hold was for and she said for incidentals like the lobby snack bar or for beverages. But Mary didn't know this. AND it took a total of 45 minutes to check-in !!! Hey Management... feel free to call me, you have my check-in date, time and room number - so you...

Updated review from 5 years ago - this hotel has gone downhill.

I'll start with the good so it doesn't get lost in the bad - Willa Ann checked us in and was lovely. Friendly, efficient, clear and concise. She's a gem of an employee and I hope she's treated well.

And that's where the positive stops. This was a comp room and I didn't even want it for free. Booking - there is a $10 fee to book with a person. I will say they make that very clear, it's said over and over again on the recording, but that's still insane. So I went on the app, can't book through there. Go to the website, it only shows best available rate so I join a chat. Agents can't book rooms due to "security" so he tells me I can call in (and again repeats the $10 fee) or book on a computer, not the phone. So, I get on the computer, log in and sure enough it allows me to book with my comp, no fee. The only option available is a king smoking room, all others were a $30 or $40 upcharge. We don't smoke but it's free so we can't complain. We're semi local so there wasn't much sense in paying the upcharge, we just wanted to give it a go to use some comps and because it's been awhile... it's no wonder that's the room that's free. Obviously I can only speak to this room, but it is SERIOUSLY outdated, smoke infested, dark, dingy and disappointing. Continental breakfast used to make everything worthwhile, not anymore. No hot foods, no good foods, just sugary starches and empty calories. Upon checkout were told we get the $100 deposit back but not the $20. When we asked what it was for, we were told "amenities". This place couldn't have less amenities. There is a shuttle that will take you too and from the casino semi regularly, which is nice but also expected since the casinos hotel isn't with the casino.

This hotel needs a serious overhaul. Rooms redone, revamp of amenities that guests actually want, and eliminate excess fees like charging people to book.

If you have comp rooms and need a place to sleep, it's good for that. If you'd like to enjoy your stay, check out one of the many affordable and nice hotels in the...

I really didn’t want to leave this review, but the management of this hotel has left me no choice. I stayed at this location in the beginning of Oct 2024 for a two night stay. The room appeared clean, and we were very tired the next day so we extended our stay. Turns out, the room has a bed bug infestation and I am covered in horrible itchy welts. Every attempt I have made to contact housekeeping or hotel management has been ignored to even report the issue. At this point I have spent hours of my life on hold to speak to literally anyone to report the infestation, and have been actively ignored. I’ve left messages with hotel management that have not been returned. I was promised by a front desk member that honestly could not care less about the problem that someone will be contacting me about the incident in their risk department and no one has contacted me. All I can say is that they very clearly do not care enough about my personal property being compromised or my BODY BEING COVERED IN BED BUG BITES to address the issue so please stay at your own risk.

Update: Just wanted to highlight the fact that the “owner” responded to my review, but never returned a phone call, never cared about the bites on my body, never cared about my luggage and clothes I had to throw away, never cared about the fear and stress I have about staying at unclean hotels now that I’ve experienced this at their hotel, but will be sure to “communicate this to the team.” Thank you “owner” for publicly cementing my point in making this review. Please stay at this hotel at your own risk, they obviously don’t care about you. I recently stayed at the Holiday Inn Express in Charles Town about a half mile away and had a vastly better experience there, and they also run a bus to and from the casino at that...