Holiday Inn Express & Suites Charleston-Kanawha City, an IHG Hotel

Sharon Bibb

2024-05

Recently stayed for hospital rate from CAMC. Made the front desk aware that it would be a daily extension and was told by the manager as long as they knew before 3 PM daily that would be fine. After 5 days of stay we called at 1 PM to tell them we would be leaving. They charged us for an extra night. We were told after this fact that we would need to check out daily and check back in at 3 each day to avoid additional charges. This information was not relayed correctly. Also after a call to see if the last night could be refunded, we were told that the hospital rate shouldn’t have been given to us because we weren’t in the hospital. Um.. people who are in the hospital can’t stay there. My mother had just had 2 massive heart attacks and I was taking my dad back n forth. They need to be more clear about what a “hospital rate” means and the specific terms. I’m quite surprised this issue was not refunded as we have used HI numerous occasions before. I am told this is a local management decision so not all HI will treat people this way. But poor form I must

Samantha Bueckert

2024-04

Last minute vacation rest before we headed home. Accidentally chose the wrong hotel and we tried canceling through IHG and the hotel directly but couldn't. So we decided to try to make it work.Our first initial experience was the front desk host who greeted my husband with "what's up bro" and we had asked since we had been driving for 13 hours to check in early at 2pm. Without even looking to see if our room was available he said nope check in is 3pm. Never have we ever had an issue with this but we said ok fine we will wait til 3pm.Our first room, the trim on the walls were falling off, the carpet was stained with what looked to be fecal, the sheets had stains and the bathroom had hair, the main door wasn't secured and sealed all the way around. Someone could easily see into our room and with 2 small little girls we were not chaning it. We politely asked to change rooms and got moved to another room which also had hair and stains on sheets and so the room inspector gave us a 3rd room that a different housekeeper had cleaned but it still had hair in the bathtub, garbage under the couch and stained cushions. Our 3rd room the smoke detector was manufactured in 2000 which means it was expired for 14 years and my husband as a firefighter was not letting our family stay here.Tiffany and George we very kind in helping us manage through this ordeal, but we had enough and made a formal complaint to not stay and get a refund to move elsewhere.

Jeremy Caprett

2024-02

I'm not normally one to leave reviews however the experience I had this morning after alot of snow fell and the plow driver left a good amount of snow behind my car and I probably wouldn't have been able to get out the maintenance man had actually shoveled out from behind my car going above and beyond what I ever expected for anybody. I was traveling back home from a service visit and it felt so nice to been felt like family where the staff cares about there guests. The renovation was really nice. Rooms where comfortable and fantastic.

Matt D

2024-01

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Chad Nunley

2024-05

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Katherine Sanders

2024-04

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J M

2024-04

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Kathy C

2024-01

Customer service was very disappointing. Not wanting to shame the person, so will not mention names. No eye contact, no answering questions, no offering to help. Called prior to arriving and was given wrong information. Nothing posted about who owns the hotel, as most are independently owned.Will be switching to a different brand of hotels and Holiday Inns are increasingly more hit or miss.Beds were comfy.

Kelly Lossing

2024-02

I'm sad to say this place is horrible. Well I can tolerate the expected sound from the semi trucks flying down the freeway just outside the window and the rooms looking pleasant; there's absolutely no soap, conditioner, or shampoo in the restroom. Bring your own ear plugs if you can't tolerate the noise, I could hear the semi trucks through my earbuds and audiobook. This room also sleeps 4, yet it only had two towels. When we went downstairs to push the button twice for an additional towel there was no assistance. For the price of $130+, you would think they could supply those items without having to go to the front desk. While the facade of this place is nice, it is quite unacceptable not to supply your customers with basic expectations. As a former employee of a HIE, I know management has higher expectations.

Landon Butler

2023-11

Staff was extremely helpful and accommodating. I'm staying for a business trip and something went wrong with scheduling and my room was booked the night before I arrived. Though corporate said that my room cannot be changed and I would still be charged, the local staff gave me a huge discount on another for the night. Great experience geliven the circumstances.

Mary Cox

2024-03

This is our experience, you decide if you want to stay here. We had a reservation for our trip at least a month ahead but when we got there we told we had no reservation but that was no problem, we got a room. After our 2 week stay we were charged twice for our stay. We aren't having success getting our money back and today we were told that Mr. Greenley said we made 2 reservations! That's not true! When we were there I heard 2 other people say they had reservations but were told they didn't. Hmm.Feb 9thMr. Greenlee, we haven't yet heard from you or Holiday Inn customer service or received a refund, didn't hear from you on the 7th as you said. It's now been 5 months!Feb 21stWe have still not heard from Mr. Greenlee, it's hard to believe that a big Hotel chain can allow this scam to happen! We have been good customers for many years, now we are finished with IHG.

Ali Kefeli

2023-12

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Chandra Dickerson

2023-11

The hotel was very clean, the rooms were nice and the free breakfast was lovely. The staff were pleasant especially the day shift. The lady that monitored the breakfast was very friendly and accommodating. The young gentleman we encountered during check out was very friendly and professional. My only issue and it’s a BIG ONE was the price. I booked my rooms directly on the hotels site so I would get my IHG points the total for the 3 rooms with tax was 505.00. I checked on my reservation the day I was due to arrive and my reservation had been changed to 3 separate reservations with a full 4 person occupancy and that was not the case. I called reservations and they informed me there was a glitch on their end and they fixed the occupancy for these 3 new reservations. Though I was not happy that the reservation had been split into 3 I didn’t make a fuss after the representative informed me the new price would be 478.73. When my family and I arrive to the hotel around 9pm we were told that when they attempted to charge for the third room the card we had on file declined the transaction. We would later find out from the bank that the transaction was declined due to the hotel charging for the original $505.00 in addition to two separate amounts of $160.00 plus one additional amount of $206.00. When I asked the hotel why I was being charged an additional $50 above what my confirmation states I was told it was tax. I asked for the manager or owner to be contacted. I was advised the manager would knock off $16. When I wasn’t satisfied with that I was told I would either need to stay up until 11pm for further assistance or try to catch the day manager before I checked out to go to my Uncle’s funeral. I decided to stay up. In the meantime I contacted guest relations who advised all taxes and fees were included in the price and the price from my confirmation should match what the hotel charged to my card. Once the night shift manager came in she advised the additional fees were from booking from a third party cite when I advised that was not the case and guest relations should have sent them something. She advised the best she could do would be $488.00. Tired from the three hour drive and thinking about the reason I was there I gave up since the new amount was in between the original price and the revised price. Even though the hotel was clean and most of the staff was amazing I would never stay here again or recommend this hotel to anyone for the simple fact I feel as if we were being overcharged for no valid reason. I contacted WV tax division who advised all taxes should have already been explained and/or included. In the end I only got charged what guest relations advised I would pay $478.73. I don’t understand the need to put guests through that type of drama especially when you have no clue what they are going through. I had just lost someone dear to me and had to spend my evening arguing about 50 bucks. I hope your hotel does better in the future with your guests.Food & drinks: Free breakfast was enjoyable

Rob Hammersmith

2023-11

I stayed for two nights and got two restful sleeps and two hot showers. The room was clean and the staff was friendly. Only issue is the location as there are numerous empty restaurant spaces, but even with that there is a Bob Evans, McDonalds and Subway just by walking across the parking lot or the street. I would stay here again in the future.

Kida Boston

2023-08

Very pleased with this hotel, we actually stayed at the adjacent hotel the weekend before (Country Inn) and would never stay there again. We canceled our return hotel there to book this Holiday Inn Express and it was THE BEST decision. These rooms were very clean and we all felt so much more comfortable (the other place was a musty smell and the dog room smelled so bad of wet dog). We bring pool swatches with us and Holiday Inn pool hit all it’s markers of chemicals. The mattresses were very nice, showers clean and bright. They even had Dove soap for shampoo, conditioner and body wash in large containers in the shower. I like that because it’s better for the planet then the small plastic ones.The only things that were noticed: there was no soap by the sink in any of our three rooms or towels. We all realized that maybe why they didn’t have them is because maybe people had been stealing them? They were large Dove soap containers as well and were nice. I don’t understand why people take those things. The towels weren’t that big of a deal for us (although at breakfast next morning, a lady was extremely upset by this because she got in late and didn’t want to come down).I think they invested in the right things first and will slowly increase their towels. I have confidence in this hotel for next time we stay to have their towels out. None of the “issues” we had were things that would defer us. Especially in comparison to the adjacent hotel… this is an excellent hotel which is why we switched because the Country Inn did not make a good impression on us.Only complaint was the rooms around us were slamming their doors all night… so not a complaint of the actual hotel, but just noise complaint of the people.The coffee was good and the biscuits and gravy. After we left they wiped the tables and were very friendly.Will stay here again when traveling.Rooms: The rooms were very nice, they had just redone the place I think because it was up to date, nice new mattresses and carpet and smelled clean. Happy with stay.

Momo Kim

2024-03

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Dan Caldwell

2023-11

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Michelle Weiss

2023-12

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Jesse Baird

2023-08

Stayed here with our family of four and had a pleasant time. The staff in the evening and morning were super friendly and helpful, despite being pretty busy. Breakfast was all that you expect from a HIE. The kids had fun in the pool. The highest in the back of the property was less loud than I expected, but it is there. Overall, I would start here again.

joe newhart

2023-05

I like this place because it has truck parking right off the highway, there's a couple restaurants fast food places convenience stores in other hotels literally right next door. As for how nice the hotel actually is it's okay but it's going to be nicer cuz they're remodeling. The room I had seemed nice clean and relatively new. The staff there is nice but I really didn't need him for anything because I had everything I needed in. My room. This time around I didn't use the pool but the pool and gym there all clean and nice.

Samantha Combs

2023-07

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Jacqueline Cassell

2023-09

I recently stayed here for almost 2 weeks while my sister was in CAMC hospital, which was a great location cause it was just minutes away. The staff was very friendly and would ask about my sister often, rooms was very clean and breakfast was fantastic!! I highly recommend this place, and when my sister and I go back for follow-up treatments or if any other time I need to stay somewhere again this will be the place I will stay. I want to thank all of the staff for being so kind and accommodating during this difficult time when my sister was so very ill ❤️Rooms: Clean rooms, comfortable bed and was excited to have a keurig coffee pot in my roomSafety: Felt very safe at this locationNoteworthy details: Close to hospital, clean rooms and very friendly staff

Chris Laughery

2023-06

Aged and dirty. The location is right on the freeway so you hear traffic all night, only the loud bathroom fan was able to drown out the noise. The room was clean enough but the chairs in the common/dining area were disgustingly dirty and stained. They did not clean the room even after we asked multiple times. The TV didn't work for the first day. Staff was friendly and the free breakfast was good, love the automatic pancake maker.

Johnson Brekke

2023-08

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Katherine Brekke

2023-08

It was a great hotel, but the lack of soap was a huge detriment. There was no body wash in the shower dispenser. No hand soap or any other type of soap provided in the room and there was no soap in the lobby restroom.Hardboiled eggs and plain scrambled eggs seem to be in the past at hotel breakfast as well, making options foe folks who don't eat dairy pretty sparse in the breakfast room.Beds were comfy and staff was friendly.

Jaime Pinson

2023-07

We had a pretty awful experience here. We stopped here overnight with three kids. We booked the one room suite in advance. We arrived around 8:00 p.m. after driving most of the day. Check in was quick, easy and friendly. When we arrived in our room we noticed that there was no kitchen sink or cupboard. Just pipes protruding from the wall. We asked to change rooms and were told no other suite was available. Annoying, but I figured we could deal with it. A little while later my 1-year-old slipped and almost hit her head on the tile floor because those pipes were leaking and I didn't notice it. I asked to be moved to adjoining rooms and was told that I would have to pay full price for both adjoining rooms. At this point it is almost 9:00 p.m. and everyone is tired so moving to a different hotel was not an option. We decided to stay in our room and encountered many more problems. No lock on the bathroom door, TV remote didn't work on the living room TV, bedroom door was locked and WOULD NOT UNLOCK, toilet ran intermittently, no table, dirty sheets, living room TV lost signal, I'm sure there's more but I can't remember anything else at this moment. We were offered $20 compensation from our $187 room. That was a serious insult to me. I figured I would take it up with corporate. In the morning I went down to try and remedy this with someone else. After a bit of arguing I was offered $64 off. I figured I better take that in case I did not get anywhere with corporate. I should have been told our room was under construction, before booking!! I should have been offered adjoining rooms for the same price that I paid for the suite. The manager in the morning explained that they were booked and that is why they couldn't do it. But I was offered to pay full price for adjoining rooms the night before so that was a lie. On a positive note. When that room is complete it will be absolutely fantastic! It had plenty of space in the bedroom for a pack and play. Pull out couch was clean. And there was even a lounge chair that my 4-year-old was able to sleep on. I would absolutely book that room for a family of five again, at a different hotel lol.

Matthew Wiesner

2023-10

We stayed in this hotel in August and it was terrible. We opened the pullout couch for one of our kids and found that there was dried vomit inside, with stains on the couch cushions. We were not able to use this for our child. The room smoke detector was also missing. I request a discount in the morning since we couldn't fully use the room, and the attendant Trever was belligerent, telling me he'd need photos before he'd believe me. He also blamed me, telling me I should have asked for a new room during the night. I tried just now to email Mark Greenlee, who is listed as General Manager, but his email has been disconnected. I still want my money back for this stay and plan to contact IHG corporate offices. Avoid this hotel!

Philip Hewitt II

2023-06

The staff greeted us warmly and check-in was fast and efficient. The breakfast was standard for Holiday Inn Express. The hallway carpeting looked new, however the only working ice machine was on the first floor. The elevator was slow and dirty though the rest of the hotel was clean. The rooms were good. Lastly, the automatic outside door has a narrow opening.

Brandon R.S.

2023-10

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Ritch Hall

2023-05

There was a basketball tournament that weekend, so lodging was sparse in the city. My wife found us a Holiday Inn Express in Kanawha City. It proved to be my worst hotel experience to date.Upon pulling up, a sign in a window said that the hotel was under renovation. That should have been a first clue. I wasn’t expecting 5-star accommodations under the circumstance. My expectations were very low.There were dead bugs on the windowsill of my room, which was one of many examples of poor property maintenance. The fold-out couch bed had no sheets and no sheets in the room. When I went down to get bedding, I was offered sheets but no blankets. The pool room was oppressively hot and poorly maintained in other ways.On three separate occasions, I saw guests in the lobby complaining about their stay and asking for refunds. I was there for a singular purpose, to lay my aunt to rest, so I tried to tough it out. I am a pack of six, so finding another hotel and moving everyone seemed too much for just a day or two. I kept my head down and tried to make the most of it. The kids enjoyed swimming, so the adults kept our chins up.When it was time to check out, I decided to forgo the free breakfast and get out of the hotel as quickly as possible, wanting to put the experience behind me. We arrived home safely and without incident. I assumed I would never step foot in the Holiday Inn Express Kanawha City again, and I could forget the experience altogether.I forgot to mention that my wife said she overheard the staff discussing missing toiletries from the staff closet. They outright said they believed someone on staff was stealing things. I forgot the story after she told me about it, as just a tale of a door I will never darken againI realized once I got home I was missing a garment bag. My wife and I called several times, and they said they would check and call back, but they never did.I finally spoke to the manager after 72 hours without my clothes. He basically told me there is nothing he could do. He stonewalled me from the beginning and said he trusts his staff. I would have been more trustworthy had they been quicker to respond to my multiple calls. I don't know why they would want my funeral suit and my children's clothes, but I do not have them, and the hotel is acting like they cannot help me recover my items.AVOID THIS HOTEL!!!Rooms: Rooms were not clean, there was not enough bedding and when I asked staff they could not provide an additional blanket.