Holiday Inn Express Charleston US Hwy 17 & I-526 by IHG — Hotel in Charleston

Our three night stay prior to a cruise out of Port of Charleston started off well enough. This is a good location with easy access to the highway and a short 10-15 minute drive to the downtown area. There is a good selection of restaurants in the area. The hotel itself is nice and seems to be well maintained with one major exception, cockroaches. On two separate days we found cockroaches crawling around the coffee area in the lobby. Although the hotel itself seems very clean, an exterminator is needed to rid this area of the vermin. On our second day, we had the do not disturb sign on our door until we left for the day at approximately 8:30 am when the DND sign was removed and placed on the ironing board hook where we found it. When we returned at 7:30 pm, we found that the housekeeping staff skipped our room. When I inquired at the front desk I was told that our room was identified as "Do Not Disturb" so housekeeping didn't attend to it. When we left at 8:30am, housekeeping carts were in the hallway by our door and other doors propped open on both sides of our room and across the hall. The staff may have noticed our DND sign at first but never looked at our door again and just skipped us entirely. Housekeeping should come back and check before calling it quits for the day but they didn't. A monetary tip for housekeeping was left the first and second day, but since they didn't come on the second day, the tip went back into my pocket and none was left the third day. The front desk clerk gave us clean towels and offered to come empty the trash cans. This is why I gave room cleanliness only one star. If it wasn't for the lack of service on our second day, I would have given it all five stars as the rooms are very clean. The breakfast is typical of HIX and has a decent variety. The pancake machine was marked "Out of Order" during our stay. We didn't use the pool but it looked very clean and well maintained, nor did we use the fitness facility. One computer with a printer in the business center enabled us to print boarding passes for our cruise. Manually remove cookies and temporary internet files so you remove any of your traces of use as the computer requires no logon and does not reset (or freeze if you will) after each...

Talked to the front desk, passively mentioned that we had ESA dogs while checking in, and left. We like to walk our dogs through the side entrances as to not bother people, and did our best to be as accommodating and quiet as possible.

For our entire stay, whenever we were near any staff, we were shot extremely dirty looks. We figured they were just upset about the dogs, and while we understand, there isn’t much we can do. One of the cleaning staff even asked us when we were going to check out, well before our check-out time.

We shrugged it off, especially since we received no communication from the front desk. A simple question would have cleared any confusion up if there was any regarding their admittance.

After our stay, we were charged double our price. This is illegal and wrong. I called asking why this charge occurred, and the front desk proceeded to berate me on the phone, arguably yelling about the reason, saying I never said anything about it, and “there was a mess on the floor” — we were extremely careful with our housebroken dogs, and are sure there was no issues there. We always check before we leave, and it was obvious that they made up that there was a spill. They’re ESA certified, and during COVID-19, you should be disinfecting the floors (and the rest of the room) anyway. Are you not doing that between each visit?

None of that could be talked through or explained because of how poorly the front desk clerk treated me. Effectively nothing was politely explained, it was all yelled and very poorly communicated. “I was the one you talked to!” She yelled, failing to work with me through this, and simply trying to be “right.”

We will not be returning, and we will be actively deterring any of our friends and family from coming to this hotel. I hope Holiday Inn takes action regarding this very serious failure of...

Angie is completely unprofessional. Has an awful attitude. Tried to tell me my service animal isn’t a service animal and tried to charge him as a pet. Asked for documentation that he is a service animal. Was asking me questions about him she isn’t allowed to ask. After going back and forth I later signed papers saying my service animal is allowed in all areas of the hotel and she told me if she saw me without him she would be charging me a large amount of money. Next morning I go to the breakfast with my service animal by my side and Angie was sitting eating breakfast and with a nasty attitude say “nuh uh no dogs allowed in there” I brought up the papers she had me sign that said my service dog was allowed in all areas of the hotel except inside the pool and she was still rudely persistent that he isn’t allowed by the food. Once I raised this concern to a different lady at the front desk she tried to come tell Angie that I am allowed and Angie continued her nasty attitude with the other lady. Ultimately I was able to get my breakfast after being harassed but while I was collecting my food I hear Angie talking about me so I ask her to please stop talking about me and she said “I’m not talking to you” and I said but you are talking about me and then again she said “I’m not talking to you” so I said I would be speaking to her manger and she said “great do you want my name” and I said yes and she said “ask someone else” I feel super uncomfortable here like I can’t leave my room I don’t know why she has this attitude with me she had it within the first few seconds of me being on the property. Just because my service animal is smaller than others does not mean he’s not capable of helping me with my needs. Different needs require different sides of animals. I will never stay here again just because of this encounter I...