Holiday Inn Express Charleston Dwtn - Medical Area

Came here for my girlfriend’s brother’s wedding. The price fairly higher than anticipated. The rooms had food on the floor from a previous guest. Later in the evening, I called Grace at the front desk, politely requesting another pillow. Our room had 3 pillows and there are two people, creating unnecessary conflict. Upon request, Grace deliberate hung up on me... I instantly called back, and asked, “Did you hang up on me.” She denied her actions but the clear the *click* would indicate otherwise. With the second call to Grace, however, she inform me that I had to come the front desk to receive the fourth pillow. 2 stars is fair and adequate for the service here.

I have absolutely never had such a negative experience at a hotel and I can’t imagine all the factors that made this situation happen. We arrived to the hotel at 10 pm (mind you check in was at 4). We were told there were no rooms clean at the time. There was a crowd of people receiving the same information. The woman at the desk (no name tag though she later told me her name was Del) was obviously very frustrated with the situation and ran out of empathy for the customers who similarly were frustrated. No time frame was given. Supposedly, 123 rooms were checked out of earlier in the day and there were only two housecleaning staff who were assigned 21 rooms each and that apparently was more than usual but still not enough to cover the need. Al this information seemed to be provided to satisfy customers and was reiterated numerous times throughout the couple hours I stood in the lobby waiting. Additionally, we (the mass of people waiting in lobby) were informed they were “trying to find the general manager” who was supposedly in London. To make matters worse, there was no hot water in the hotel for at least an hour and the maintenance man was woken up to come fix it. All this almost unbelievable situation was now being placed on my family, which consisted of my husband and I with our 6 month old baby who had just flown in from Alaska thinking we would stay at a convenient, close, name brand, reputable hotel near the airport. Well, again we were never given a time frame for how long it would take to get our one bed room which I had called to confirm numerous times in the preceding weeks. I had also called in advanced to reserve a crib. Now, after 2.5 hours of being told they were “finding” a room to clean, they offered keys to a room with no crib. I asked housekeeping who later brought a crib and we were finally settled into our room after 1:30 am. The crib had paint chips with rusty metal and a torn mattress (I do have photos). I made due with blankets brought from home to make shift a cleaner safer place for our baby carrying the burden of this disaster on my family for making the worst reservation in my life. So here we are having paid for a room we couldn’t even get into for half our stay. The hotel in itself was in disrepair, though it was apparent the staff were at least trying their best. That said, NO a staff were wearing masks despite a sign in the lobby stating it is required for everyone to wear. Customers were also not asked to wear masks. My husband appropriately deemed the hotel as a “covid breeding ground” which was reinforced as absolutely no precautions were taken to ensure breakfast was sanitary or safe. On at least 5 occasions I asked to just be refunded so we could leave and drive to a different hotel near our destination in Carolina Shores. Each attempt I was dismissed by Del who repeated she’d find a room and leave. I was calm and cordial to the staff, which was obviously led to them ignoring me while customers who shouted and cursed got rooms first. I was only given a room after staff noticed me silently crying (because of my baby being in this lobby with people all standing around with no masks, not to mention one man who was blatantly stealing beer from the hotel fridge). Another man took three bottles of water without paying which staff were aware of and just shrugged. All in all the whole scene was something you’d see in a movie because of simply how terribly it all played out.

Pros:n-great access to roads that take you all over town with ease. Everything is literally 5 mins away.n-super clean and very roomy.n-free breakfast was very nice each morning.n-beds and pillows here like sleeping on a cloud.nnCons:n-hot water could use adjustment. Showers didn't stay hot for more than 3 minutes.n-parking around the hotel is very limited but there is a secure parking garage across the streetnnAlthough there are cons, I would consider staying here again. The value is pretty good too.

The property was easy to find and is right downtown where everything is! Perfect location with different things within walking distance! The staff was professional and amazing all around! The beds were extremely comfortable as well! And, the price was great! I was a bit skeptical at first thinking I was getting what I paid for being that it was so affordable, but we received more than we expected in how we were treated and well taken care of! For sure plan to stay again!!

Service was non existent. Asked for conditioner and towels. Eventually I got them after walking to the front. Room was not cleaned when asked to do so. Breakfast was pretty tasty but the girl serving wonder off frequently and would prep an area before serving hot food to the customer. Multiple mornings she would yell at anyone serving themselves but walk off for us to fend for ourselves. Staff was mostly pleasant but did not follow through with request. I doubt we will return, if I have to pay a little more to get service elsewhere I will.