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.

Nice room. Terrible parking situation Room was fine. Bkfst in the morning terrible. Parking situation even worse. You need to park across street which can be confusing and then find your way back to hotel. If you take wrong elevator you will be on wrong side and have to walk all the way around. Be aware before booking

Staff was great! Room was clean and had all the amenities needed. The neighbors next room over were a little loud but I guess weekend activity is to be expected.

The parking is very limited on-site. There's a nearby garage that most people will probably be stuck using. The TV "reception" was bad and was unwatchable, freezing every minute for 5+ seconds. The pool was outside. The whole time I was there, the door was wide open, which means the building was unsecured from the public. I know a guard wasn't watching any cameras as 3 different guests continuously chain-smoked on the pool deck. The surrounding buildings made a terrible noise, probably their AC units. Breakfast was great. Price was a good value.

The staff were friendly and helpful. The initial room we were put in the toilet did not work. The staff accommodated and changed our room for us. The following day the plumbing also had issues in the new room. Overall cleanliness was good and the property is in a decent location to downtown Charleston and the university hospital.