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 Deltrice) 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 Deltrice 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.…
My husband and I booked this hotel for our anniversary trip to Charleston and chose it because it was one of the few affordable options within walking distance of downtown. However, the service and amenities were extremely disappointing. We stayed four nights, but nobody ever cleaned our room and we were given only two towels and one washcloth. The shower took a long time to get hot, there was no fan in the bathroom, and the AC unit sounded like a freight train whenever it came on. Our second morning there we were woken up at 7 a.m. by the fire alarm going off in our room, which was terrifying. It turned off after 30 seconds or so and was apparently caused by a minor event in the kitchen. I know because I asked at the front desk but the hostess was extremely uninterested in hearing how frightening that had been to wake up to. Oh yeah, and our room smelled like smoke at check-in even though it is a no smoking hotel. They were booked and couldn't switch us so they sent up a guy with fabreze or something to spray around, which really didn't work. We had to leave the windows open for the rest of the evening to air things out. Bottom line: this hotel was clean and safe enough and located a doable 2-mile walk from downtown. However, it falls far short of what you would usually expect of a Holiday Inn Express.…
Dirty place to stay .Very outdated.Noisy a/c, terrible breakfast choices and no coffee , filthy water in the pool . Trash all over the grounds , crappy parking and an rude staff that doesn’t care. Sad.
I booked this hotel two months ago. We drove 9 hours to get there and arrived at 4 pm, after the 3 pm check in. We were told there were no rooms ready and we had to wait. We waited 45 minutes and when I spoke to them again, they said "Let me go and have a smoke and then I will see about your room" . We went in again and asked about our room and the manager accidentally let it slip that they had overbooked and it would be an hour. But she couldn't tell me what would happen in an hour...would we get a room or would we still be waiting. Many others were also waiting around. This is the worst run hotel I have ever encountered. Holiday Inn should be ashamed of the way this is run and the lack of efficiency. We ended up leaving - without a refund - and had to find something else on the fly...after a nine hour drive! The manager was NOT helpful. The three workers that she said were overwhelmed with rooms to clean were in the front parking lot smoking. Will never ever go to a holiday Inn again. I suggest you do the same!…
This was a very disappointing stay. When me and the other guests arrived, our first room had a soaked carpet and bathroom, as well as an extremely dirty carpet all along the hallway floor where our first room was on. When we were requesting another room originally, we were told by the employee at the front she was going to go get Houskeeping to confront the situation. A lady came from the back office with a spray bottle in her hand and asked, “what’s going on?” I then asked, “Are you with Housekeeping?” She then became visibly offended and in a very snarky tone, “Uh no...I am the Sales Manager.” Needless to say we were caught off guard with the attitude. Once we were moved to our second room, our key did not work, and we had to get our key fixed 3 separate times and still did not work until we were just finally issued a Master Key. Once in the room, the toilet clogged with nothing in it, the tub didn’t drain, there was black dust all over one bed, and there were a few spiders visiting us in the bathroom. We were so over the inconvenience, that we just wanted a clean place to stay and didn’t have the energy to move our luggage and selves to a whole different hotel. I must also add that to receive a plunger for our toilet, it took 2 separate calls to the front and a total of a 30 minute wait. Also, when we originally asked for new keys, the employee literally told us to “try kicking the door in” because “calling someone for maintenance and management meant they had to leave their home to come service us” since the employee did not have a master key. We were told we would have a free night due to all of the inconveniences. Upon check out, the receipt had only refunded us the $98.80 stay and not the more expensive night which was $189.05, leaving our total of $217.52 for the worst hotel services and experiences we had ever encountered. The lady at the front gave us an extremely hard time for asking for a greater discount. Eventually she did refund us another $59.00, which was far more of a fight than it should have been. To top it all off once we finally left, we had to once again return to a front desk for yet ANOTHER refund for the parking garage fees that they had “apparently” validated. We only hope to see that refund along with the numerous others on our card this week. Multiple times COVID and the lack of employees were used as excuses for very poor service and malfunctioning rooms. This illegitimate excuse was even more reason to never return to this hotel again, and to warn others to second guess their potential stay. I can only hope they confront their weaknesses and provide a better experience for future guests.…
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.
Claim Your Listing