Holiday Inn Express & Suites Charlotte Southwest

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 excell

I stayed 4/21/23…the front desk attendant Anthony was a pleasure! The best customer service I have received in a long time. He immediately acknowledged me as a platinum elite member. He also immediately transferred 500 welcome points to my acct and gave me 2 free bottled waters. I loved the free upgrade to a suite. The room was spacious, clean with a great view of the lake. The bathroom was large and clean. It’s also very convenient to restaurants, gas stations, Walmart & the highway. The breakfast was excellent! I wish could have had more time to eat it. The lobby is nice, spacious and clean. My only issues was the room was too dark. The big lamp light bulb was out and the 2 switches at the front door was useless. I didn’t understand how to light up the entire room. I will admit that I didn’t notify anyone of it. I had just driven 6 hrs and had to get up early for my daughter’s track meet so I just fell asleep. I truly enjoyed my stay that night. Thank you again Anthony!

Key fob system went down for a night, was locked out of room with personal items. Management could careless but what you should be concerned is how they broke into my room to unlock the room due to the Key fob system going dead. Thankfully I didn't have to pay for the night I wasn't able to stay in my room. Again thanks for an awesome experience

Had a great night sleep here. The beds were comfortable - we were given a quiet room down the end. It would have been nice to have a coffee machine in reception to use in the evening. The gym was good, and breakfast was ok. Easy parking and very convenient to the highway.