Holiday Inn Express & Suites Charleston-Kanawha City

I called on Sunday to confirm my reservation for fear of traveling 4 hours and the room not being booked. I was assured it was booked. When I showed up today, they told me they were overbooked and I had no room and it wasn’t their fault. Then told me they had the wrong number on file. Both the hotels fault and ******* in my opinion.

Everything clean and just what you would expect. The bed is super high from the floor and we had a few laughs about ladders. Shower pressure is good. One tiny thing I would change is there is no night light in the bathroom, so we used our own. We will stay there again.

Property was poorly kept. Breakfast was cold and the location appears to be unsafe

We almost exclusively use IHG properties for our family road trip vacations and summer baseball trips. This location in Charleston, WV was by far the worst experience. The overall cleanliness/upkeep was poor. The showers and bathroom were not clean. The evening front desk attendent was pleasant and polite, but the morning one was pretty rude. At breakfast, it was clear they had diluted the apple juice with 50% water to try to make it last longer (we had just stayed at another location the day before so it was easy to tell the difference). Pancake machine was out of service (looks like it had been for quite some time) and several other of the "usual" breakfast items weren't available. This location falls well short of the reputation we had come to expect from Holiday Inn Express. Shame on us for not reading through more reviews before booking this, as it is clear that many travelers have commented saying this location does not live up to brand standards yet nothing is being done about it.

Hotel itself is quite basic. Lobby is simple and uninviting. Rooms are average but AC worked well and water pressure was good. When we first entered our room one of the bath towels was hanging on the door. Don’t know if it was just overlooked by housekeeping? In the morning, apparently the “woman who does breakfast” never showed up so there was no yogurt, milk or juice. We asked for water which they couldn’t get for us despite having bottles in the front fridge for sale. You can probably do better.

Not bad Support was great, lacks employees which resulted in long wait times to get help with issues.