Holiday Inn Express & Suites Charlotte Southwest by IHG — Hotel in Pineville

Imagine booking an 8 stay at a hotel and not receive housekeeping once for the duration of your stay after requesting it 4 days in a row. Well you don’t have to because I can tell you all about. Oliver checked me in with warm welcome. I was recognized as a platinum member given the option to choose my welcome gift, the 1st this has happened since reaching platinum level. However, later Oliver disappointed me, and he wasn’t the only staff member to do so. I arrived to me room with a nice welcome gift as well with a survey included to earn additional points. And this was the only highlight of my stay, check-in day. I booked this place for 8 nights and stayed here prior. I didn’t have these type of issues I had the past times I stayed here. Thankfully I got a 2-queen bed room and here is why. The time prior to the stay I receive a housekeeping service request sheet to turn in for service. This time I didn’t. I didn’t think anything of it because I figured I would put in my request the day of or the night before, as I done in the past. 1st issue the shower drain was clogged. So on the day I was attempting to call down to request housekeeping I discovered that the room phone wasn’t working. Apparently, the cord was cut by a previous guest and when I went down to get breakfast, I also requested housekeeping and mention this drainage problem as well. Now maintenance came to fix the problem, however, no housekeeping. This is my 3rd night of stay im on. I went down to get towels and put in another request with the person that was working that night for housekeeping. Next day. Nothing. I repeated this over the next 4 days. Now usually with a long stay over, as they call it, you’re supposed to automatically be put in for a cleaning after the 4th night. This is what suppose to a failsafe even if you don’t or forget to request one. This never happen as well since I had to obviously continue to request it. Oh, but the irony of this story is housekeeping was able to find me on checkout day. As I was in the bathroom when they kept trying to enter the room. Amazing they remember my checkout date but couldn’t my housekeeping request… The last night I came down to ask for towels the lady that was working asked me about my stay and I told her about my frustration with not receiving housekeeping after several request and which 2 of those requests, I put in with her. She asked if I got one of those request sheets and I said no but I requested it with you when I came down for towels. She mentioned she will inform her manager so I thought now maybe I will get some service the next day. NOPE. My 1st and last time I requested housekeeping Oliver was working the morning desk. Upon me checking out I decided to turn in that completed survey to get my points and mentioned I should get an additional 4k points since I didn’t receive not even 1 day of a light service cleaning. Oliver then goes on to ask me if I requested during my stay. To my response 2 of those times, I requested it was with you. Very disappointed. I still haven’t received those points nor from that survey either. I won’t ever return here again nor recommend anyone from my depart or company to stay here. They are just as bad as the Ballantyne location and the only difference is at least I was able to get 1 day of cleaning over there. Also i didnt not have a "do not disturb" sign on the door as there wasnt one in the room for me to even use. So that cant try to use that as an excuse. I also took my shower before i would expect housekeeping to arrive to my room which was around btw 9-945 am each day. Also, someone car appeared to have been broken in one morning when i came down to leave. Their glass was busted out and all over the ground. Not sure if this was an isolated event or not. However, i didnt see any other cars that was parked in the back that also had there window...

Whoever the female manager was on Monday 3/25/24 morning….her professionalism and customer service are really questionable. It's really sad that people like that are in managerial positions.

My dad often frequents this hotel and left behind an item in his room. I called the day of his check out to notify the hotel and housekeeping thankfully checked their logs and verified that they have his item and will hold onto it safely for when he returns on his next stay as they "hold onto items up to 90 days." I had my friend retrieve it on my behalf on Friday, and he reports that the staff opened the box they "safely" placed it in and found the item missing. Staff stated they will notify their manager to report missing item for further review and advised him to follow up with a manager Monday morning for any resolve or compensation.

Come Monday morning, I get connected with a manager and her attitude was very hostile and dismissive. I explained the situation that the hotel kept an item for safekeeping, but it disappeared in their possession if she can advise on how to proceed. I don't even think she listened to me properly because I corrected her multiple times that the item that he left behind was NOT a phone. I asked if any internal investigation can be done as the item is really meaningful to my dad, or if compensation can be filed so we can replace it for him, but she states I should file a police report, to report it stolen on their property, so the officers can come in and investigate their staff. I asked if she could double check with housekeeping (they have it logged) and look through CCTV, but she states there is no way for her to know which staff stole it as there is no CCTV in that area, and she will not be "sitting and going through the footage." I don't know what area she's referring to but I'm guessing it's where they keep lost-and-found items.

She repeatedly cut me off saying she didn't see it, she didn't know about it, this is the first time she's hearing about it, and gaslighted me asking if i SAW they had his item, and if it was really HIS item they retrieved. She would have all that information from the get-go if she made the effort to retrieve guest information and follow up with her staff. I'm not sure why she was so defensive as my concern was not targeted towards her in any way. I told her I don't want to make it big (I think it's a bit extreme having the police come in to investigate their staff on theft; it doesn't really bode well to their marketing or to their guests there) if we can come to a resolve but she states the hotel is not liable and I can proceed with a police report. When asked if she can escalate this to a supervisor or someone above her for further review, she states there is no one else, she IS the manager. I guess she rather have us file a police report against their hotel to investigate her own team for theft.

At this point, it's not even the lost/stolen item I'm livid about. It's the unapologetic and unprofessional manner in which this entire conversation was carried out. I know it’s just one item, but it's so much more now─Mishandling/theft in their safekeeping AND poor customer service? What a combo. At least put in the effort to care or just apologize! Is this how they really speak to their guests? What is the purpose of lost-and-found if they’re going to misplace or steal the item? Just tell me from the beginning you don’t have it then. What a shame. Great resolve and management you have there. My dad will not be returning to any Holiday Inn. Forget about the membership and the rewards…. I shudder just at the mention...

I don't give very many 5-star ratings. I think a 4-star rating is excellent, but the service I experienced at this property was so exceptional that I absolutely had to give that extra star to make this a perfect rating.||This review is for our stay 10/13/2024. This is not the first time we have stayed at this property. I actually believe I may have even reviewed this property before. The property itself is relatively new -- just a few years old. The area is corporate and in a state of development. It's a safe area and adjacent to a Top Golf, if that interests you. It's also right off I-485, with relatively quick access to I-77. Yet, it doesn't feel like an "interstate hotel." It's a very quiet area to stay and although there isn't much around in the way of shopping, there is a large new QuikTrip right across the street.||All of the rooms are typical recent-HIE rooms. The rooms and bathrooms are pretty well maintained, although, particularly in the grout of the shower and in the corners of the bathroom the hotel is starting to show age. That being said, it is still a clean property. As for the amenities, the truth is we never have time to take advantage of them and are never up early enough for the continental breakfast, so I'll have to defer to other reviewers on those topics. The parking lot is adequate but not necessarily plentiful and it definitely could use some more lighting -- but that may just be my personal preference. The bed comfort is average for a HIE -- I've had worse, I've had better. Regardless, we woke up rested.||Now, we did have issues during our stay. The AC in our room was inconsistent. Sometimes it would work, sometimes it wouldn't. Also, our room had a strong odor of old Italian food. We eventually found out this was likely because our room neighbors were displaced due to the storms and were cooking all their meals in their room. We of course were empathetic to this, but, between the AC issues and the strong smell, it wasn't a pleasant experience for us. When we mentioned these things to the front desk person, however, she was so apologetic and understanding and said something to the effect of "No, you shouldn't have to stay in a room where you're not comfortable. Let me see what I can do!" She moved us to an identical room a few doors down. When we entered that room, the AC worked immediately and the room smelled only of "cleanliness." From that moment onward, our stay was about as perfect as we could get.||The staff at this property -- those are the stars! Particularly, Gigi at the front desk who made our room switch for us. But, even the staff when we checked out the next day was so friendly and helpful. Sure, we had room issues, but when brought to the staff's attention, she was apologetic and insistent on making things right for us. The staff turned this potential overnight horror into a restful night's dream! As I've said, we aren't first time visitors to this property, and as long as our stays continue to be as excellent as they have been in the past, we wouldn't even consider staying anywhere else in the Charlotte area -- at least not if we're seeking this class of hotel. I highly recommend this property if what you're looking for is something with decent convenience (~15min from uptown), great staff, comfortable accommodations, a quiet property, and in...