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Reviews of Holiday Inn Hotel & Suites Charleston West, an IHG Hotel

3.5 out of 5
Holiday Inn Hotel & Suites Charleston West, an IHG Hotel
400 Second Ave, South Charleston, WV

Reviews

8.6

Excellent

Rating 10 - Excellent. 494 out of 951 reviews" "
Rating 8 - Good. 283 out of 951 reviews" "
Rating 6 - Okay. 91 out of 951 reviews" "
Rating 4 - Poor. 56 out of 951 reviews" "
Rating 2 - Terrible. 27 out of 951 reviews" "

8.6/10

Cleanliness

9.0/10

Staff & service

8.4/10

Amenities

8.6/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

10/10 Excellent

Sharon

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love the indoor pool.
Stayed 2 nights in Apr 2024
Response from Hope C., GM on 30 Apr 2024
Sharon, Thank you so much for giving us a 5 out of 5. We are so happy you enjoyed your stay with us and hope that you will come back again in the near future.

6/10 Okay

Monique

Travelled with family
Liked: Cleanliness, staff & service, amenities
Never received my deposit back and it was raining inside the window of my suite also flooded the air unit out
Stayed 1 night in Apr 2024
Response from Hope C., GM on 25 Apr 2024
Thank you staying with us. Please come back again.

8/10 Good

Paul

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Not a bad property, but appears to be located in an older industrial transitional area.
Stayed 1 night in Apr 2024
Response from Hope C., GM on 25 Apr 2024
Paul, The South Charleston Middle School is located across the street along with 2 churches on the corner. We hope that you will come back again soon.

10/10 Excellent

Brenda

Liked: Cleanliness, staff & service, property conditions & facilities
The staff was excellent!
Stayed 1 night in Apr 2024
Response from Hope C., GM on 25 Apr 2024
Brenda, Thank you so much for the compliment on our team. I will share with them.

2/10 Terrible

Aiden

Disliked: Cleanliness, staff & service, property conditions & facilities
I didn’t get my refund that I rightfully asked back for. Mistakenly bought a night in the hotel on accident, with hotel protection and haven’t been givin no response back about it.
Stayed 1 night in Mar 2024
Response from Susan on 1 Apr 2024
I am sorry you had an issue with protection. There was nothing on the reservation indicating we were to proceed any differently than always. This was a prepaid reservation. I have never heard of this protection. It may be something Expedia offers and issues.

10/10 Excellent

edward

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Easy check in, clean room and comfortable bed.
Stayed 1 night in Mar 2024
Response from Hope C., GM on 4 Apr 2024
Edward, So glad you got a good night sleep. We are looking forward to seeing you again.

4/10 Poor

Matthew

Liked: Staff & service
Disliked: Property conditions & facilities
No really an attractive building, room, dimly lit at night. Dingy.
Stayed 1 night in Mar 2024
Response from Hope C., GM on 4 Apr 2024
Matthew, Thank you for staying with us. It sounds like you came in back the back door. I am very sorry you did not enjoy your stay with us. My team works very hard to try and meet our guests needs. Please give us another opportunity to stay with us again.

8/10 Good

Amy

Stayed 1 night in Mar 2024
Response from Hope C., GM on 25 Apr 2024
Amy, Please come back so we can earn a 5 out of 5. Thank you so much for staying with us. Please come back soon.

10/10 Excellent

Courtney

Liked: Cleanliness, staff & service, property conditions & facilities
Stay was great!
Stayed 1 night in Mar 2024
Response from Hope C., GM on 4 Apr 2024
Courtney, So glad you enjoyed your stay. Come back soon!

10/10 Excellent

Gina

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Very nice . We liked pool area
Stayed 1 night in Mar 2024
Response from Hope C., GM on 4 Apr 2024
Gina, Great Score! We are very happy you enjoyed your stay. Please come back again.

8/10 Good

James

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice facility
Stayed 1 night in Feb 2024
Response from Hope C., GM on 4 Apr 2024
James, Thank you so much for staying with us and appreciate your business and look foward to seeing you again.

10/10 Excellent

Ellen K

Liked: Cleanliness, staff & service, property conditions & facilities
*
Stayed 1 night in Feb 2024
Response from Hope C., GM on 16 Feb 2024
Ellen, it is so good to hear that your got a good nights sleep. Please come back.

10/10 Excellent

donna

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Work trip
In town for a move. Our room and breakfast was wonderful.
Stayed 1 night in Jan 2024
Response from Hope C., GM on 16 Feb 2024
Donna, we are so happy you had a successful work trip and hope to see you again soon.

10/10 Excellent

Travis

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Weekend family trip
Weekend family trip! We went on a family weekend family trip from NC ! Pool and employees was great!
Stayed 1 night in Jan 2024
Response from Hope C., GM on 29 Jan 2024
Travis, thank you so much for giving us a 10 out of 10. We are so happy you enjoyed your stay and hope that you come back again soon.

2/10 Terrible

Verified traveller

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2024
Response from Hope C., GM on 29 Jan 2024
I am very sorry you had a terrible experience.

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Hope C., GM on 16 Feb 2024
David, we are so glad you enjoyed your stay with us. We look forward to seeing you again.

10/10 Excellent

David

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Hope C., GM on 16 Feb 2024
Thank you and come back again soon.

10/10 Excellent

Jennifer

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Hope C., GM on 16 Feb 2024
Jennifer, thank you so much for giving us a 10 out 10. We appreciate your business and hope that you will come back very soon.

10/10 Excellent

Monica

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

10/10 Excellent

Nancy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Nov 2023

10/10 Excellent

Andres

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023

10/10 Excellent

Kenneth

Liked: Cleanliness, staff & service, property conditions & facilities
We needed a hotel and everyone was sold out but them. The hotel was so nice and clean. We really enjoyed our stay.
Stayed 1 night in Oct 2023

10/10 Excellent

Christopher

Stayed 1 night in Oct 2023

10/10 Excellent

Lori

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Always reliable
Room was clean (but a dated), bed super comfortable and food (dinner and breakfast buffet) perfect for the road warrior.
Stayed 1 night in Oct 2023

10/10 Excellent

Kevin

Stayed 1 night in Oct 2023

2/10 Terrible

John

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Room comfort
Watch what room they give you.
We have been staying at this hotel 2 to 4 times a year for the past 8 years with no complaints. This time we were put in a room 515 right behind and adjacent to the elevators. If you could imagine a generator intermittently starting and stopping inside your room all night long. We are now sleep deprived facing a 11 hour journey. This room should be converted into storage. The front desk clerk acknowledged that the room is noisy.
Stayed 1 night in Oct 2023

10/10 Excellent

Emmet

Stayed 1 night in Oct 2023

8/10 Good

Timothy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023

10/10 Excellent

George

Liked: Cleanliness, staff & service, property conditions & facilities
One of the best highway stops you could find! Fair price, clean, dog friendly, and kind staff.
Stayed 1 night in Aug 2023

10/10 Excellent

Michael

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023

10/10 Excellent

Hannah

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice hotel and very family friendly. The staff was so kind and helpful. My kids especially loved the pool and all the other fun amenities they had to offer. Will definitely consider this hotel in my future travels through Charleston!
Stayed 1 night in Aug 2023
Response from Hope C., GM on 7 Aug 2023
Hannah, Thank you so much for staying with us and hope that you will stay with us again in the near future.

10/10 Excellent

Diann

Stayed 1 night in Jul 2023
Response from Hope C., GM on 7 Aug 2023
Diann, WOW 10 out of 10 thank you so much for giving us a great score. My team works so hard for these scores. Please come back soon.

10/10 Excellent

Jennifer

Liked: Cleanliness, staff & service
Stayed 1 night in Jul 2023
Response from Hope C., GM on 7 Aug 2023
Jennifer, thank you for staying with us. Please come back soon. We would love to have you.

8/10 Good

Dawn

Travelled with family and small children
Liked: Property conditions & facilities
Pet friendly
Stayed 1 night in Jul 2023
Response from Hope C., GM on 7 Aug 2023
Dawn, Thank you for staying with us. We hope that your enjoyed your stay with your pet and will come back soon.

10/10 Excellent

Danielle

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Great friendly staff. Bar on site with great drinks. Awesome indoor pool.
Stayed 1 night in Jul 2023
Response from Hope C., GM on 7 Aug 2023
Danielle, thank you so much for giving us a 5 out of 5. We appreciate your business and hope that you will come back soon.

2/10 Terrible

Lesley

Stayed 1 night in Jul 2023
Response from Hope C., GM on 7 Aug 2023
Lesley, I am so sorry we disappointed you. I hope that you will come back and give us another chance to make you happy.

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Would stop here again
Great room for a quick stop. The hotel was packed. We booked a 2 queen but were given a king suite with no warning. They gave us a roll away bed at no charge for the inconvenience. Staff was very helpful, we were just tired and ready for bed as we stopped at midnight. Floors and walls needed some cleaning. Beds were clean, but noisy when you turned over. Overall, minor issues. We would stay here again.
Stayed 1 night in Jul 2023
Response from Hope C., GM on 6 July 2023
Thank you so much for staying with us. We appreciate your business. If you remember your Suite number please let me know. I have tried to figure it out so I can change the bed frame/box springs and clean the walls. Thank you again please come back.

10/10 Excellent

Clyde

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jun 2023
Response from Hope C., GM on 6 July 2023
Thank you so much for giving us 5 out of 5. Please come back soon.

10/10 Excellent

Ray

Liked: Cleanliness, staff & service, property conditions & facilities
My only complaint is there was no Menu in the rooms or list of TV channels. Staff was great. Loved Misty the bartender.
Stayed 2 nights in Jun 2023
Response from Hope C., GM on 6 July 2023
Ray thank you so much for staying with us. Our menu in the restaurant is ever changing because of supply chain issues and costs changing weekly. I will look at the brand standard on bringing back the channel selection guide. Thank you again and please come back.

2/10 Terrible

Lorraine

Stayed 1 night in Jun 2023
Response from Hope C., GM on 7 Aug 2023
Lorraine, I am very sorry that we did not meet your expectations. Please forgive us.

10/10 Excellent

allen

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in May 2023
Response from Hope C., GM on 6 July 2023
Allen, thank you so much for giving us 10 out of 10. We are so glad you enjoyed your stay with us and hope that you will come back soon.

4/10 Poor

stacey

Disliked: Cleanliness
Awful ant believe the price for this dump
Stayed 1 night in May 2023
Response from Hope C., GM on 1 June 2023
Stacey, I am very sorry that ants were in your room. We have shampooed the carpet and deep cleaned the room you were in so that ants will not be attracted to crumbs or drink spills. I am very excited to tell you that our renovation is slated for the end of the year and it will be beautiful. Right until this happens we strive on cleanliness and giving great service. I hope that you will reconsider and stay with us again.

10/10 Excellent

Sheree

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The property was very well maintained. The hotel had a restaurant and pool. The staff were so polite and helpful. I would definitely stay here again.
Stayed 1 night in May 2023
Response from Hope C., GM on 1 June 2023
Sheree, Thank you so much for your kind remarks about our team and property. Please come back soon.

10/10 Excellent

Carolyn

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
My new go to hotel in Charleston
Wonderful,! Desk clerk super friendly, room super clean and food and service in cafe very good. Pool and hot tub a plus for weary travelers!
Stayed 1 night in Apr 2023
Response from Hope C., GM on 1 June 2023
Carolyn, WOW, 10 out 10! Thank you so much. Please come back soon.

6/10 Okay

Sangkae, Fort Mill

Travelled with pets, Travelled with partner
Liked: Cleanliness, staff & service, amenities
Pretty sure if we didn’t run into the drainage issue from our first room, the experience would have been very pleasant. The second room was nice but located right beside the elevator which was absurdly loud. We decided to cancel our second night right away since we were told the hotel was at capacity. It was nobody’s fault because the maintenance guy did try to fix the sink but the problem was beyond his ability. I would recommend the stay since it’s a pet friendly hotel, however, stay away from the elevator.
Stayed 2 nights in Apr 2023
Response from Hope C., GM on 18 Apr 2023
Sangkae,I am so very sorry that your room had a drainage issue. We work hard to not let things like this happen to our guests. I hope that you will give us another opportunity to show you this is not the norm. Thank you for choosing us and please come back.

8/10 Good

Scott

Stayed 2 nights in Apr 2023
Response from Hope C., GM on 1 June 2023
Scott, thank you very much for staying with us. Please come back so we can earn a perfect score from you.

4/10 Poor

andrew

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
Very dirty property. Looks like they have not vacuumed the hall ways in a year. Room smelled and was dated
Stayed 1 night in Apr 2023
Response from Hope C., GM on 18 Apr 2023
Andrew, Thank you very much for staying with us. We do vacuum daily but sometimes when we have call offs it really shows. I hope that you will give us another chance to show you that this is not the norm. Please come back.

10/10 Excellent

Victor

Travelled with family, Travelled with pets
Liked: Cleanliness, staff & service, property conditions & facilities
Comfortable room and bed.
Stayed 1 night in Mar 2023
Response from Hope C., GM on 18 Apr 2023
Victor, thank you so much for staying with us. Please come back anytime.

8/10 Good

Lorenzo

Stayed 1 night in Mar 2023
Response from Hope C., GM on 31 Mar 2023
Lorenzo, thank you so much for staying with us. I hope that you will come back soon and stay with us again.

10/10 Excellent

Jennifer

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Mar 2023
Response from Hope C., GM on 18 Apr 2023
Jennifer, thank you so much for staying with us. We sincerely appreciate your business. Please come back soon.