Holiday Inn Resort Oceanfront @ Surfside Beach by IHG — Hotel in Surfside Beach

The purpose of this vacation was for my family to come to the beach for a vacation being that we are in the hospital every other week as my 3 year old undergoes Chemo Treatments. He had scans the following week so really just wanted to get him away enjoy the beach. The Staff here definitely left my family especially my kids with an experience they will unfortunately never forget. My family was visiting for a week and it was the absolute worst Hotel I ever stayed especially their customer service. The customer service was terrible from the time we checked in. We were assigned a room with some glass sliding door( if that what you call it) that goes out to the roof to pipes and stuff. ( not very kid friendly or safe). You couldn’t even see daylight through the glass because 95% of it is covered. When I asked the front desk clerk if I could change rooms , she told me no. I asked if I could pay to upgrade or change rooms, she told me no. I asked to speak to a manager she said her manager would speak to me the next morning. After she lied , my family and I was assigned another room that was smaller but at-least I didn’t feel like I brought my children to a hole in the wall. The room was not vacuumed or cleaned well but I didn’t not complain. I had to ask for fresh towels and rags , toilet paper was never refilled , I had to ask for everything. When I asked for fresh rags and towels, the front desk clerk at the time (Steve) was very sarcastic and unfriendly as if I was a bother. Also looked at his computer the entire time he communicated with me. I asked him could I speak to a manager he told me no manager was there. Danielle was standing right beside him, so I asked her when was a manager going to speak to me since she told me he/she would 3 days prior. She looked at me like she seen a ghost and had no idea what I was talking about. I then slammed my own hand on the counter and asked if I could speak to a damn manager. The manager comes out and stated I had to leave. I did not threaten anyone nor did I throw anything. Without any communication with me , he called the police and had them escort myself, my mom , and 3 children. The only thing he stated to me is that he did not come speak with me because he did not want to. Those were his exact words. Yea I slammed my hand on the counter and will do it again , but my family didn’t not deserve the treatment they received especially my children! He could of just told me to leave, but no his intentions were to be nasty because he thought he was doing us a favor. My 3 year old wanted to be a police officer but not after the experience at Holiday Inn Surfside, he is afraid of the police now. So Thank You! I sure hope they show up like that when there is a Real Crime. My family doesn’t even want to visit Surfside area again and especially not the Holiday Inn. The breakfast was disgusting , you have to pay to rent a beach chair , beg for a beach towel. We were greeted one time by the night time clerk when I was coming in with pizza and because she simply just said Hi, and made us feel welcome , I gave her a box of pizza. She was so thankful and stated to me no guests has ever done that. They definitely need her working in the day time especially at Check In! Remember you reap what you sow! Oh yea now the Beach was Amazing and Holiday Inn doesn’t own the Beach! I pray no one ever experience this from any...

My husband and I stayed at this Holiday Inn at Surfside last year and enjoyed the experience so much that we chose to return to the same hotel this year. However, this year our experience was not as enjoyable. Last year we were on the 4th floor which was perfect but this year we were on the 6th floor. The 5th and 6th floor of the hotel do not have privacy barriers between the balconies and therefore spending time on the balcony was crowded with other peoples conversations and them listening to ours. Additionally, one of the best parts of coming to the beach is listening to the ocean but leaving the door open as we walked through the room and slept was not an option as neighbors could easily see in or even gain access to our balcony and of course our room. The room we had last year had a dresser with 3-4 drawers in it which we could unpack our suitcases which was nice for a week-long stay, this room did not have this. Another feature of the room I did not like was the door was on the other side of the wall from the bed which meant it was impossible to lay in the bed and watch the ocean which again was something we loved doing last year. On the second night of the stay, one corner of the room filled with gnats and then a large spider came out from behind the curtain area. We were unable to locate the spider and when maintenance came up to spray, he to was also unable to find the spider and he had to spray for the gnats. My husband and I also love the fact that there is a cozy restaurant/bar down in the lobby and we loved Gov (that’s what his nametag said) but the other bartender we encountered was not as friendly and on one occasion continued walking by me until I finally asked why he was ignoring me, to which he replied, “oh I did not see you.” While this may have been true it is highly unlikely considering I was the only one sitting in the middle of the long side of the bar. My other major concern was the internet service. I had to work on two of the days that we were down here and I ended up having to use my hotspot instead of the hotel WiFi because it kept going out or saying weak connection. Finally, the last major concern I have is actually a safety concern. When going out through the pool area and down the steps to the beach, the last step is broken and on two separate occasions I almost fell trying to get up and down it. I also observed several elderly people that were struggling with the misplaced/broken step. This needs to be addressed immediately before someone gets hurt or breaks a bone. The front desk staff and housekeeping were very nice and willing to help out with anything we asked which we really appreciated. As platinum elite members we have stayed in numerous IHG hotels and last year we loved this hotel but after this experience it is likely we will try a new property for our...

First, my compliments to Cheri, front desk. She was absolutely the best employee there!

Second, the housekeeping staff are also very nice, helpful and efficient.

My needs for wheelchair accessibility were a nightmare. The handicapped accessible exit feature in our room did not work. Although I reported it 3 times to afternoon shifts at the front desk, it was never followed up on. On our 3rd day in room 326 I was wakened by ongoing fire alarms. I called the front desk to see if it was an actual fire. Cheri confirmed and told me to exit the hotel immediately. I told her I needed help with getting my brother out. She immediately sent a staff member to my room. Having to immediately get my handicapped brother out of bed and into his wheelchair and unable to maneuver his chair out of the room due to the door not opening automatically, I panicked . Thinking I should not use the elevator, three flights of stairs to descend and unable to carry him, I was relieved when a staff member showed up. I had just borrowed a plastic doorstop the previous night to hold the automatic door open manually since it was a real struggle to enter and exit the room.

The staff member said we should use the elevator but the thought of being trapped in it and burned alive with my brother terrified me! I decided to trust his judgment and we made it to the outside safely.

It was not until I notified the Surfside Beach Fire Chief of my delimma that the door issue was addressed. They offered to move me to a new room but it was my last night there and I simply didn't have the energy to pack up multiple supplies to relocate. I made sure my doorstop was readily available but I did not sleep at all that night, I was so worried about the ordeal.

I was told the room was marked out of service until the door issue could be fixed.

In all, half my stay there was unnecessarily inconvenienced because the staff simply ignored the door issue.

It is hard enough to navigate with a wheelchair bound person and to have to go out and buy a doorstop just to get by? It was my brother's birthday trip. I've stayed at this location a few other times but I will never bring him there again.

There needs to be some training with all staff concerning ADA compliance. I thought about reporting this to the agency just to make sure this kind of issue is addressed. However I'll leave it in your hands and pray no one is ever put in that position again. Thank you for...