Holiday Inn Express & Suites Charleston-Kanawha City by IHG — Hotel in Charleston

The hotel was very clean, the rooms were nice and the free breakfast was lovely. The staff were pleasant especially the day shift. The lady that monitored the breakfast was very friendly and accommodating. The young gentleman we encountered during check out was very friendly and professional. My only issue and it’s a BIG ONE was the price. I booked my rooms directly on the hotels site so I would get my IHG points the total for the 3 rooms with tax was 505.00. I checked on my reservation the day I was due to arrive and my reservation had been changed to 3 separate reservations with a full 4 person occupancy and that was not the case. I called reservations and they informed me there was a glitch on their end and they fixed the occupancy for these 3 new reservations. Though I was not happy that the reservation had been split into 3 I didn’t make a fuss after the representative informed me the new price would be 478.73. When my family and I arrive to the hotel around 9pm we were told that when they attempted to charge for the third room the card we had on file declined the transaction. We would later find out from the bank that the transaction was declined due to the hotel charging for the original $505.00 in addition to two separate amounts of $160.00 plus one additional amount of $206.00. When I asked the hotel why I was being charged an additional $50 above what my confirmation states I was told it was tax. I asked for the manager or owner to be contacted. I was advised the manager would knock off $16. When I wasn’t satisfied with that I was told I would either need to stay up until 11pm for further assistance or try to catch the day manager before I checked out to go to my Uncle’s funeral. I decided to stay up. In the meantime I contacted guest relations who advised all taxes and fees were included in the price and the price from my confirmation should match what the hotel charged to my card. Once the night shift manager came in she advised the additional fees were from booking from a third party cite when I advised that was not the case and guest relations should have sent them something. She advised the best she could do would be $488.00. Tired from the three hour drive and thinking about the reason I was there I gave up since the new amount was in between the original price and the revised price. Even though the hotel was clean and most of the staff was amazing I would never stay here again or recommend this hotel to anyone for the simple fact I feel as if we were being overcharged for no valid reason. I contacted WV tax division who advised all taxes should have already been explained and/or included. In the end I only got charged what guest relations advised I would pay $478.73. I don’t understand the need to put guests through that type of drama especially when you have no clue what they are going through. I had just lost someone dear to me and had to spend my evening arguing about 50 bucks. I hope your hotel does better in the future with...

I had not planned to stay at this location but I received a call from the manager at another HIE in Charleston that they were renovating and my stay might not be great. I appreciated that and I booked three rooms at this property.

It was more expensive due to only having suites available, but I thought it might be nice to have an upgrade.

I'm not sure if this hotel is a remodel or a new building, and I was excited to see the bright lights in the lobby and smell of fresh paint and carpet.

However, there are alot of things that aren't up to standard for what I expect from an HIE.

Parking was terrible, and when I inquired about options, I was told to park along a side street, but to leave room for other cars to get by. I see that the property is resurfacing their lot, but a little better signage or instructions BEFORE I had to ask would have been a nice customer service touch.

There were hairs all around the perimeter of the bathroom that I cleaned up before my wife had a chance to see them. We arrived late so I didn't want to have to move rooms. I was tired.

The molding on the coffee table was peeling off and I almost broke it off when sitting down.

The darkening shade would not raise in the room. Not sure if a cord is missing or what. The other shade did work properly.

There is no place (other than the breakfast room which opens at 7 AM) to fill a water bottle or get water. Not even in the fitness area, which usually always has such a simple amenity.

I also noticed that there were lots of small details like pieces missing from hallway (fire) doors and other doors that simply wouldn't fully shut (Fitness room).

At breakfast on the morning of my departure, I learned that others in my group had problems with their room as well. Pillows in one room had a huge stain on the pillow, and some bugs in their sheets. Another room had food left in the refrigerator. No one had a pleasant night's rest.

When I talked to the person at the front desk on the morning of my departure, he said he would talk to his general manager and see what they could do. He later told me I would be issued a full refund for my rooms. I was grateful for this gesture.

I made four attempts (two by email and two by phone) to talk with the general manager the following week. I even left a message with someone at the front desk. No response.

Now, two weeks later, I see on my credit card that I only received a refund for one room. That is not what I was told would happen, and considering the lack of response from the hotel management, is not acceptable.

And yes, I contacted IHG to get support. So far, I haven't hear from...

We had problems from the moment we walked in the door .Waited for 30 minutes to check in at the desk -no one was around .When she finally came she apologized and said she was in the bathroom and is the only person working .We understood-she gave me the keys to the room .We went to the room unlocked the door and it was occupied! So we went back to the front desk .She apologized and said she would have to go look and see if there was a room .We had our reservation for over a week .When she returned 25 minutes later to the lobby another couple was there with us and had been trying to purchase snacks -they said the sink in their room didn’t drain but our problems seemed worse . She assigned us another room and we went up to put away our suitcases .The deadbolt on the door would not lock -the room was clean but the bathroom had hair on the floor and in the bathtub.We were tired so we decided to make the best of things and go to the pool to relax .When we got to the door for the pool it was dark .We opened it up and it was very dark -there were people swimming but there were only 2 small can lights working in the whole area .There were probably 12 other lights that were not working .The floor was filthy and it was creepy and unsafe with it that dark .We decided to go back to the room .We went by the desk and a man was asking for towels and she handed him a wadded up towel .She said it’s clean -I’m just the only person here and I haven’t folded them . It was disturbing.We decided to take the stairs back to our room on the 3rd floor because the elevator was so slow when we came down .We walked by a door to the outside that was propped open with a rock .I removed the rock and shut the door .We decided to watch TV and go to bed .The door did not have the emergency lock on the back it was ripped off the hinges and the deadbolt did not line up to lock .This made me uncomfortable .So I reported it to IHG .It was late so we decided to just get through this and get some sleep .Around 2 am someone came to our door and was trying to open it .My husband yelled WRONG ROOM and they finally stopped trying to jiggle the handle and pound on the door .Then we couldn’t go back to sleep and people were walking around the halls and yelling and making loud noise.We stayed in the room until morning and honestly couldn’t wait to leave .We went to the lobby and no one was working the desk .We skipped having the breakfast as no employees were around -We dropped our keys off and left .It was the worst experience I have ever had at a Holiday Inn.I don’t recommend it to anyone.I felt unsafe there and it was really...