Holiday Inn Express & Suites Charleston-Southridge, an IHG Hotel

My family and I stayed at Holiday Inn and Suites WV Southridge on June 24th. The employee at check-in was polite and professional. The room was clean. Past that, we couldn't be more disappointed with our stay.

The card reader was not working so all rooms were open door until claimed, then if we left our room, we'd need to call an employee to come up and let us back in with a master key or a tool.

We did not have toilet paper. We did not have bedding for the sleep sofa. We called the desk twice and waited for almost 2 hours. Finally, I went to the desk in my pajamas at 9:45pm, after my son had fallen asleep on the sofa bed without a blanket.

It appeared that only 2 men were running the whole hotel. I heard a handful of other disgruntled visitors while I was in the elevator and lobby. Apparently the hotel was under new management as of May. I assure you, it's not going well.

The front sliding doors at the main entrance are not working. The pool was out of order. The front desk countertop is cracked. The employees are not dressed professionally. Two of them look like homeless vagabonds just floating around the property, with shifty looks in their eyes. There were dead bugs in the lobby this morning. The overall anesthetic is dated and dingy.

Nothing about this stay felt pleasant, comfortable or safe. We are loyal IHG members and frequent travelers. This was the worst hotel experience of my life.

The employees were extremely nice and did what they could about a problem with our room. The manager did give us a discount on our room. However, the facility itself needs extreme updating. Our room had a missing panel over the showerhead so there were exposed pipes and we didn't feel comfortable showering (so we didn't). The sheets were clean, but the carpet was filthy. In the morning at breakfast, the only employee we saw was trying to keep breakfast stocked and attend to the front desk. It didn't go well. There was a significant leak by the front desk with open ceiling panels, towels on the floor, and a bucket to catch the water. The walls between the rooms were quite thin and we could hear our neighbors well into the night. We are appreciative of the nice employees and the discount from the manager, but we will not be returning nor recommending this location.

After nearly a decade in hospitality I've learned to be patient with properties as they try to do the best they can with what they have. While the service I received from the second shift front desk person was awesome and the location was nice I must say this hotel sucked. The faucet room 206 literally sprayed me and the carpet was wet or moist. Maybe could have just been cleaned but he entire place smelled musty and the breakfast was utterly undesirable. Will not stay again.

Great experience with this place. Friendly staff, clean bedrooms and excellent service. Every thing was very tidy and in its place. Had a pool and gym, and even a bunch of great places to eat at within walking distance. But all in all a great place to stay. Keep up the great work guys. We will definitely be back. 👍

O my gosh, this has to be the worse Holiday Inn I have ever stayed in. Filthy! Our room was caked with dust on the very stand where the TV sits. Nobody must have been in that room in some time yet it had a nice sanitized sticker on the entry door. LOL!

The ceiling in the bathroom was falling out due to a leak from above, it had a 1960 jacuzzi tub that was dirty. The carpeting and furniture was dirty, the floors outside the elevators and in the elevators have not been cleaned in a while. The breakfast bar had no eggs, no forks, no pancakes and no fruit. Need I go on! I highly don't recommend staying there! SHAME ON THE OWNER! IT IS POORLY MANAGED - SHOULD NOT BE UNDER THE HOLIDAY INN NAME!

The staff was great, very friendly and helpful. The lady working the front desk helped find a great restaurant (Roca's). The room was spotless and they supplied cleaning wipes for the room. Breakfast was top notch and all fresh food.
There was one problem and that was the freezer in our room it hasn't been defrosted for awhile.
We'll stay here again.

Room was not clean, sheets dirty. Didn’t have that telltale cigarette smell but everything else was gross. Hair all over the bathroom floor and shower. Hair on the pillow. No toiletries in the bathroom, unless a used bar of soap sounds like something you’re hoping for? I tried to use the room phone to ask for toiletries, but it didn’t work. Bathroom mat looked dirty. The door lock was missing both screws and falling out so you couldn’t lock it properly without some force.

Embarrassed to admit we actually stayed here.

Either my expectations are too high or this place is just straight trash. I'm used to better. The room is dirty. Hasn't been vacuumed since the last time it was used. The heating is an old unit, still functional. Only 1 key card works. Wifi is barely useful. Restaurants all over are closed as of 9:30pm. The hotel is old and run down and entirely understaffed. Which makes sense when they are likely underpaid because any feedback is "speak to management". Low on towels because they are out.

Not sure how people rated this 4 stars. We'll be checking out before 7am because I can't wait to get out of here. This is isn't a value option. This is a last desperate attempt to stay somewhere that isn't in the car.

The people are nice. Joey at the desk is a nice guy. Holiday inn should really be appauled. If you are able to cancel and get your money refunded in full. Do yourself a favor and do that.

TV has 30 channels. Little soaps are cute.