Holiday Inn Express & Suites Charlotte Airport by IHG
🏨 Hotels & Travel · Charlotte
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
room had mold, odors, missing amenities, and poor customer service
Business reply on Google
Hi Judy, Thank you for taking the time to share your feedback. We’re sorry to hear that the condition of your room, the follow-up to your concerns, and other aspects of your stay did not meet your expectations. We also regret your concerns regarding the parking charges and breakfast. Please contact us at +1 704-392-3430 so we can review your experience and discuss your concerns further. - The Staff at Holiday Inn Express Charlotte Airport
Room had broken appliances, plumbing issues, and visible mold.
unprofessional staff, unavailable rooms, and a rat in the lobby
Business reply on Google
Hi Sullivan, We’re truly sorry to hear about your experience. It’s concerning to learn about the issues you faced, and we apologize for any inconvenience caused. Your feedback is important, and we’ll address these matters with our team to ensure improvements. We hope to have the opportunity to welcome you back and provide a better experience. - The Staff at Holiday Inn Express Charlotte Airport
hotel failed to address injury caused by a loose brick
excessive noise from hallways and neighboring rooms prevents sleep
Multiple facility maintenance issues and an early morning fire alarm evacuation.
Room was uncleaned and mattress had a strong urine odor.
Unclean room and unprofessional behavior from front desk staff.
Excessive noise from other guests and early morning music prevented sleep.
Unexpected parking fees and unprofessional front desk staff interaction.
Business reply on Google
Dear Cristal Webber, Thank you for reaching out and allowing us the opportunity to clarify our parking procedures. We have a contract in place with Parking Management of Charlotte (PMC), which is standard for airport-area hotels such as ours. Many hotels within approximately a 5-mile radius of the airport also participate in similar agreements due to the increased demand for structured parking oversight in this area. As part of this agreement, PMC staff actively monitor the parking lots associated with participating properties, making regular rounds, typically 3 to 4 visits per property throughout their shifts. This consistent presence helps support overall lot management and provides an added layer of security for both guests and hotel property. In addition, PMC personnel are responsible for reporting any suspicious activity directly to the hotel’s Front Desk team, allowing us to respond promptly when needed and further enhance guest safety. We appreciate your understanding of this partnership and its role in maintaining a safe and well-monitored parking environment. Warmest regards, Kelsea Scerra Assistant General Manager [email protected]
Guest encountered bedbugs and experienced rude staff service.
The hotel room was uncleaned and staff refused to provide assistance.
mandatory third-party account creation required for hotel parking
Business reply on Google
Dear Mr. Martin, Thank you for taking the time to share your feedback with us. We’re glad to hear that you found the hotel nice, and we sincerely apologize for the inconvenience you experienced regarding the parking arrangements. We understand that having to use a third-party parking provider and create a separate account can be frustrating, especially when it involves sharing payment information. Please note that parking at our property is managed by an external company, which is why payment and registration are handled through their system. While this allows us to offer monitored parking facilities, we completely understand that the process may not feel seamless for all guests. Your comments are very valuable to us, and we will certainly share your feedback with our management team and parking partner as we continuously look for ways to improve the guest experience. Thank you again for your honest feedback. We hope to have the opportunity to welcome you back in the future and provide you with an even better stay. Kind regards, Hotel management
Hotel refused to modify reservation dates during flight cancellations
Business reply on Google
Dear Mr. Raymond Brown, Thank you for taking the time to share your feedback. We are truly sorry to hear about the difficult and stressful circumstances you experienced due to the unexpected weather and flight cancellations. We understand how overwhelming it can be to be stranded and uncertain about travel plans, and we sincerely empathize with the frustration this caused. Please know that our team did want to assist you in any way possible. However, for third-party reservations booked under advance or prepaid rates, payment is collected in advance and managed by the booking provider. Once this payment has been processed, the hotel has very limited ability to modify dates or make changes. In addition, same day arrival modifications must first be authorized by the third-party provider before the hotel is permitted to assist further. Unfortunately, this process did not take place, which restricted what we were able to do on our end. We regret that this situation added to your stress during an already challenging time, and we are truly sorry that our limitations were perceived as a lack of compassion. Guest care is very important to us, and we always strive to support our guests withi
The hotel shuttle service was unavailable and unreachable upon arrival.
Business reply on Google
Dear Mr. James Fields, Thank you for taking the time to share your feedback. We sincerely apologize for the frustration you experienced upon arrival. Reliable communication and shuttle service are essential, especially after a long day of travel, and we regret that we did not meet those expectations during your stay. Your comments have been shared with our management team so we can review our shuttle communication procedures and ensure guests are able to reach our team promptly when needed. We truly value guest feedback, as it helps us improve our services moving forward. We appreciate you bringing this to our attention and hope you will note improvements should you choose to stay with us again in the future. Sincerely, Kelsea Scerra Assistant General Manager Holiday Inn Express & Suites
Staff was rude and initially claimed no room was available.
Business reply on Google
Dear JDBurns84, Thank you for taking the time to share your feedback. We’re pleased to hear you found the hotel clean, but we sincerely regret that your arrival experience did not meet expectations. Our intention is always to greet every guest with courtesy and to fully review reservations before providing information. We apologize if this did not occur initially during your check-in, and we understand how frustrating that must have been, especially after a long day of travel and with nonstandard arrival times. Regarding parking, the daily fee is clearly disclosed on our booking channels, including the IHG website, as parking is managed through a third-party provider. We understand that this may still be disappointing and appreciate your feedback. As a valued CLC customer, your business is important to us, and we regret any inconvenience caused during your stay. Your comments have been shared with our management team to ensure this experience is addressed and that our service standards are consistently upheld. We appreciate you bringing this to our attention and hope to have the opportunity to provide a smoother and more welcoming experience in the future. Warmest regards, Kelsea S
unexpected third-party parking fees charged without proper receipt
Business reply on Google
Dear Mr. Sharp, Thank you for sharing your feedback. We’re pleased to hear that you found the property nice and our staff decent, but we’re very sorry for the frustration you experienced regarding parking. We understand how unexpected parking charges and the involvement of a third-party operator can be disappointing, especially if this was not clear at the time of booking. Please note that parking is managed independently, which is why receipts are issued directly by the parking provider via email. That said, we appreciate your comments and will continue working to ensure parking information is communicated more clearly to our guests in advance. Your feedback is valuable, and we regret that this aspect impacted your overall experience. Regards Nadine Chehayeb [email protected]
Hotel had broken heating, poor maintenance, and unprofessional staff behavior.
Business reply on Google
Dear Ms. Gundersen, Thank you for taking the time to share your feedback. We sincerely apologize for the issues you experienced during your stay. The cleanliness concern in your first room, the heating issues in your second room, and the overall maintenance experience fall well below the standards we aim to provide. Your comments regarding staff professionalism and attentiveness have been shared with our management team so we can address these concerns directly and reinforce proper service expectations. We also want to clarify our shuttle service to avoid any confusion. Our shuttle runs every 30 minutes from 3:00 AM to 3:00 PM. After 3:00 PM, it operates on demand. Guests arriving at the airport are asked to proceed to the “Hotel Shuttle” pickup area at Pillar 1 and call the hotel to request a pickup. Regarding other service concerns, we apologize for the delay in providing towels at the pool, inconsistent availability of water and cups, and overflowing trash. These operational issues do not meet our standards and are being addressed with our team. Additionally, any unprofessional behavior you observed at the front desk is unacceptable, and we are taking steps to ensure all staff p
Unfriendly front desk staff and lack of basic amenities
Business reply on Google
Dear B K, Thank you for sharing your feedback. We sincerely apologize that your experience with our front desk, pool, and breakfast service did not meet your expectations. Providing friendly, attentive service is a priority for us, and we are concerned by your comments regarding staff behavior. This feedback has been shared with our management team so we can address these issues and provide additional training to ensure our guests are treated with courtesy and respect. We also apologize for the cold pool and the lack of readily available towels and breakfast items. These operational issues do not meet our standards, and we are taking steps to improve both our amenities and service to make guests’ stays more comfortable. We appreciate your feedback, as it helps us identify areas for improvement, and we hope to have the opportunity to provide a better experience in the future. Warmest regards, Kelsea Scerra Assistant General Manager
Hotel lacks hot water, clean towels, and provides poor customer service.
Business reply on Google
Dear Ms. T, Thank you for sharing your feedback. We sincerely apologize for the frustration you and your family experienced during your stay, especially while attending a large group event. While I was not personally made aware of the hot water issue during your stay, that does not excuse the lack of timely response or escalation. This concern, along with the issues related to pool temperature, towel availability, and staff interactions, falls below our service standards and has been addressed with our management team. We understand how disappointing this experience was given the cost of your stay and the expectations set through the association. Your feedback has been shared with ownership and leadership to ensure improvements are made, particularly when accommodating large groups. Thank you again for bringing these concerns to our attention. We regret that your stay did not reflect the level of service we strive to provide and appreciate the opportunity to improve moving forward. Warmest regards, Kelsea Scerra Assistant General Manager