Holiday Inn Express & Suites Charleston NW - Cross Lanes by IHG

Reviews

• CC

  Christopher Callihan

  3 days ago
  5.0
  Average Holiday Inn Express Nothing realy over the top to note. The staff was very friendly.
• JA

  josh agnello

  5 days ago
  5.0
  This Specific location should be the gold standard for customer service for ALL Holiday Inns across the nation. Never have I had a hotel call me the day before my stay and ask me if there's anything I need in my room to make my stay more comfortable. Never in my life have I received a phone call from the front desk after checking in to make sure I had the extra pills that I requested. No I didn't have the extra pillows that I had requested however as soon as I told them no they had someone there within 5 minutes to give me the pillows that I requested. The ladies at the front desk were extremely nice extremely friendly they even gave us a list of restaurants in the area to eat at. This was just an overnight stay on a much larger trip for me and my wife however if the hospitality was through the roof GREAT. When my wife and I checked out the ladies at the front desk even remembered our last name to make sure we were checked out, asked us how our stay was and even told us they look forward to seeing us on our trip home as this location is our overnight rest stop on the way home. I can't recommend or praise the customer service of this hotel enough
• DM

  Deloris Miller

  Sep 1, 2026
  5.0
  I give this place a excellent rating! Emily at the front desk is awesome! Stayed on August 16,2026 & August 28,2026!!!!!
• AA

  Andrew

  Aug 7, 2026
  1.0
  Absolutely horrible hotel, smell awful. They are masking stinking smell with toxic air refreshers poisoning people. When you walk outside you still smell like that toxic smell. Carpet is so dirty, stains everywhere. Absolutely disgusting. I don’t know who gave the rating to this hotel, it is absolutely shame to tell people the hotel deserves the given rating. Which we relaid to booked it. I want my money back. For IHG it is a shame.
• CH

  Christine Hopkins

  Aug 2, 2026
  5.0
  We travel a lot more now that we are retired. We have traveled through the states and international where we stay at a lot of hotels. This was a very nice hotel. We look for comfort, clean and quiet for our stays. When we came to check in we were greeted by Abby! She was OUTSTANDING! She met all the needs we were looking for along with being super friendly! We needed to do wash, but the dryer was broke. Abby offered to dry our clothes for us in their back dryers. I also dealt with the other customer service attendant, Abbie, which was also wonderful. We stayed for two nights at this hotel and I’d have to say even though I would not be back to West Virginia, I do give 5 stars to their hotel and their customer service! Thank you for a wonderful stay!

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