Anonymous User
July 24, 2025
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.
