Holiday Inn Express & Suites Charleston NW - Cross Lanes by IHG — Hotel in Cross Lanes

My mother and I were traveling to visit family in the Charleston area and this was the closest hotel with hot breakfast and accessibility for mobility without staying in Teays Valley or Charleston. I normally use a different family of properties for my business travel as I get a corporate discount rate but with IHG Rewards, this made more sense as we could use the points to our stay in the spring at the beach.

Upon arrival, Hannah was very friendly, welcoming, and professional to us both and ensuring we were aware of all the things we get with our stay and the WiFi with being a IHG member.

Our room was very clean and prepared as requested with extra pillows and it was an accessible suite. The shower head holder was very loose after first use but maintenance fixed the issue immediately and promptly. My only other note is the floors are VERY slick for someone with mobility issues. I would recommend adding a bathmat or grabbing a cheap one from Wal-Mart up the street to dispose of once you check out if you have mobility restrictions. Additionally, it feels as though the box springs on the bed closest to the window may be on its last legs as it made a lot of noise when I moved during the night. I’m not a sound sleeper but the beds were comfy beyond this.

The rest of the stay was pleasant. The breakfast staff was outstanding. Everything was hot and moving like clock work. One woman in particular was above and beyond and always a joy to be around and talk to. Her name escapes me.

Even the last morning upon check out, despite there being an uncontrollable pipe bursting that lead to no water, everyone staff wise was very professional and helpful. I told the lady on duty in the morning it’s not her fault after a belligerent guest berated her for something well beyond her control. These things happen. Upon check out, I ensured to let her know that this did not affect my opinion of the property and that she’s doing a great job.

In closing, beyond a few minor items, this is an excellent property to stay at and an amazing staff that truly goes above and beyond for their guests. We will be staying here again in about a month when we return and look forward to our stay. Hopefully, this time I’ll have time to take a dip in the pool. My complements to Craig, the GM for their wonderful staff and prompt & professional attention to any and all...

A day before check in, I received a call from the hotel, to confirm my up coming stay. I thought that was awesome, no other HIE has done that. While on the phone, the person asked if I’d like complimentary snacks or drinks in my room upon arrival. , I told them yes please, bottled water would be great. I thought that was so nice of them to do that.

They day we arrived, Check in was very efficient, I was welcomed, the person working the desk welcomed us, thanked us for choosing the hotel and offered complimentary snacks / drinks. I told her I appreciated it but their would probably be some in our room. She said “yes sir, the bottled water you requested is in the room, I put it there for you “.

The hotel was immaculate, while in the lobby, you smelll such a clean smell. While going to the room, my wife and I noticed how clean everything looked and how great it smelled in the building.

When we got to the room, it appeared clean, so I took my finger and rubbed / wiped all the flat surfaces in the obvious and not so obvious places.... NOT ONE SPECK OF DUST OR DIRT ANYWHERE... the housekeeping / cleaning staff obviously does an amazing job and it’s apparent they take pride in what they do. This place was C L E A N...

Every employee we came across was polite and spoke to us, asked if we were enjoying our stay, asked if we needed anything.... very nice people working there.

HIE should be proud of this place, the management should be very proud of the employees here and the employees should be proud of themselves. Honestly, these people are great.

The hotel was super simple to find, it’s close to Golden Corral, Cracker Barrel, a BBQ restaurant (I dont remember the name) and TGI Friday’s. A sheetz gas station is very close, a bank is close also.

I would definitely stay here again and definitely 100% recommend this place, DEFINITELY.

I also received 1000 points for staying... 500 on the day they called to confirm the upcoming stay and 500 for check in.... I wasn’t expecting any points because I redeemed points for the room. I’m assuming this is something special this place did, as a thank you....

Thank you HIE crosslanes for making our stay ABSOLUTELY PERFECT. It was a very, very...

The cleaning staff stole my son’s air pods from our hotel room table drawer. They had an AirTag on them so I was able to tell that they were moving within the hotel and eventually the person ditched them into the public bathroom on the first floor once they realized they were caught. The maintenance guy was with me when I located them in this bathroom so he confirmed this. Corporate was notified and said it’s up to the hotel to compensate me. They did nothing and were very ignorant in tone with me. They also overcharged me for my first night (out of 6) stay. She corrected that issue and passed that off as if she helped me due to the stolen air pods. This had nothing to do with the stolen AirPods but something they messed up in addition to the stolen AirPods. In the end, they did nothing! They could’ve very easily checked their cameras to see which employee went into the men’s room on the first floor and ditched our air pods. They also could’ve compensated me for this frustration and waste of my time finding my son’s The cleaning staff stole my son’s air pods from our hotel room table drawer. They had an AirTag on them so I was able to tell that they were moving within the hotel and eventually the person ditched them into the public bathroom on the first floor once they realized they were caught. The maintenance guy was with me when I located them in this bathroom so he confirmed this. Corporate was notified and said it’s up to the hotel to compensate me. They did nothing and were very ignorant in tone with me. They also overcharged me for my first night (out of 6) stay. She corrected that issue and passed that off as if she helped me due to the stolen air pods. This had nothing to do with the stolen AirPods but something they messed up in addition to the stolen AirPods. In the end, they did nothing! They could’ve very easily checked their cameras to see which employee went into the men’s room on the first floor and ditched our air pods. They also could’ve compensated me for this frustration wasting my time trying to find the stolen AirPods. The staff could care less that they have a thief on staff! Thanks for being a loyal...