Holiday Inn Express & Suites Charlotte Southwest by IHG

Reviews

• TR

  T R

  Aug 4, 2026
  5.0
  Ons of the best locations. Staff is amazing.
• GH

  Greg H

  Jul 29, 2026
  4.0
  The rooms were clean and comfortable. The majority of the staff were very helpful and accommodating. Unfortunately, several staff at the front desk were rude, unhelpful and unpleasant. That was balanced out by the extremely helpful and pleasant other front desk staff we encountered during our 9 day stay. Ana, Stacey and Angel were among the most amazing and customer friendly staff we had the pleasure to meet.
• NN

  NickA

  Jul 26, 2026
  5.0
  I consistently have a great experience at this location when it came to the gym, breakfast, pool and of course the rooms and room service you can't beat the location
• AL

  Angela C. Lawson

  Jul 21, 2026
  5.0
  We had our 55th family reunion there and it was very nice facility!
• SS

  scott smith

  Jun 28, 2026
  1.0
  ELDER ABUSE!!! As an IHG One Rewards member, I expected much better customer service. While driving home to Virginia from Florida, my son and I became too tired to continue safely. My 82-year-old mother kindly booked us a room at this Holiday Inn Express. Within approximately 10 minutes, she realized she had accidentally reserved the wrong Charlotte location and immediately called the hotel to cancel. She then booked us at another Holiday Inn Express that was directly along our travel route. We received a cancellation confirmation and stayed at the other IHG property that same night. Despite canceling within minutes of making the reservation, never checking in, and never occupying the room, we were charged for the stay. When I contacted IHG Customer Care, I was initially led to believe the charge would be refunded. I was later informed that the hotel’s manager refused to authorize the refund, citing the 24-hour cancellation policy. What is most disappointing is the complete lack of discretion and customer service. This was not a last-minute cancellation or a no-show. It was an honest mistake that was corrected almost immediately, and we remained loyal to the IHG brand by staying at another Holiday Inn Express that same night. To make matters worse, the general manager was unnecessarily rude to my 82-year-old mother when she called to correct the booking. she is beside herself and has become ill as a result. That interaction left her extremely upset and was completely unacceptable. Policies exist for a reason, but so does good judgment. This situation called for basic customer service and common sense. Instead, a loyal IHG customer was charged for a room that was never used. I hope IHG corporate reviews how this situation was handled and encourages this property to do the right thing by refunding the charge. The stay at Holiday Inn Express & Suites Charlotte NE - University Area was 5⭐️

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