Holiday Inn Express & Suites Charleston Dwtn - Westedge

We always choose holiday inn hotel (IHG group) during our travels and have had good experiences in the past, but this visit in holiday inn express & suite Charleston was disappointing due to inconsistent information. Before booking, I called the hotel directly to confirm all the details. I asked about the rate, parking fee, breakfast, service dog policy, and availability of a king room. The front desk staff (Yolanda) told me the rate, mentioned that six rooms were available, confirmed a $15 parking fee, that breakfast was included, and clearly stated there would be no charge for our service dog. However, at check-in, we were told there would be a $50 charge for the service dog, even though nothing else had changed. This was frustrating and disappointing — especially since we’ve stayed at this same hotel group before without ever being charged for a service dog. Another issue: I had added a note to the booking requesting a soundproof room, but we were given a connecting room instead. Unfortunately, the guests next door complained, which made our stay uncomfortable. Aside from those issues, the room was clean, the AC worked well, and everything else was fine. And Alysa was nice greeting us in breakfast time. We hope the hotel will improve communication and better honor requests in the future.

When I arrived at the hotel I had just driven 2+ hours to MUSC ER for thoracic surgeons to determine possible options for high risk surgery on my spouse. Miss Tarsha was at reception, and graciously checked me in. To my GREAT surprise, she also went to my room ahead of me to turn on lights so that I wouldn’t walk into a dark room! She set the tone for my entire stay. In addition Miss Ty, Jessica and Alisha greeted me daily with a smile and genuine kindness that was extended to me 24 - 7. There was never a time when they were not available. They made me feel safe, comfortable and cared for. Ms. Lisa Heath, you have an excellent team in place. Breakfast, delicious fresh coffee, chocolate chip cookies and popcorn daily was always a hit! My bed was super comfy, sheets were very soft, and my room was very clean. Maybe consider a TP upgrade? I appreciate the convenience of the location, and would definitely stay again.

I checked in at 4pm on a Tuesday, and was greeted warmly, but when I got to my room I noticed that it was an adjoining room to another room. Not a huge deal, but no single female traveler’s first choice. I asked if it was possible to be switched to a room without a connecting door and it was absolutely no problem. Madison was so lovely, efficient, and responsive in issuing a new room. Also, when I first checked in, and when she issued the new key card, she didn’t say the room number out loud, which is again, so respectful of female travelers. The room was clean and comfortable too, and there was free popcorn, cookies, and lemonade in the lobby. After a long night at a hotel the previous night, it was not a small thing to be reminded what intelligent, thoughtful, and professional customer service looks like! Thank you!

Pros - Great breakfast always being topped up, comfy bed, always hot water available, friendly staff on reception Cons - If you’re a light sleeper like me this may not be the right place, no road noise but the humidifier in the room can’t be turned off and is very noisy. Tv signal is horrendous, pictures very blocky and cuts out every 4 or 5 seconds, shower door won’t fully stay closed when you get in, the cabinet by the door with the wardrobe and fridge etc was incredibly messy underneath which I didn’t notice till last night or would’ve insisted on it being cleaned, bits of food and rubbish underneath, looks like cleaners just shoved it all under there rather than clean it, perhaps the cause of the couple of ants I saw wandering around.

Stayed 2 nights June 13 - June 15 2025. We arrived to find dirty smelly towels. We took them to the front desk and showed the clerk who stared at us as if to say, "what do you want us to do?" Overall, the appearance of the property is slightly run down. Parking is a hassle - not enough spaces for the guests requires you to park in a public lot a block away. The icing on the cake came when the manager offered us 20,000 points for our inconvenience. Ten weeks later - still no points. There are many nice hotels near this property. Do yourself a favor and stay at one of those.