Holiday Inn Express & Suites Charleston NW - Cross Lanes

Was having trouble with our payment method but the manager on duty was amazing and so patient with us while we tried to figure things out.

Checked in late due to traveling all day and the night time staff was amazing. Got us checked in real quick and even gave us a tube of toothpaste since ours ran out that morning. The breakfast had lots of options and my kids really liked the biscuits and gravy. The staff in the morning was just as great. Room was great too. Only thing is room got hot and my sons nose started to bleed. Once we figured out that the ac turned on from the unit not the thermostat that helped a lot.

We found a hair in one of the folded up/“clean” towels in the bathroom. When I told the girl at the desk she promptly brought us new towels. But it made me wonder if sheets/towels were being reused from the people who stayed in the room prior to us.

Okay, but I wouldn’t stay here again The lady at the front desk when we arrived was amazing. Our child had thrown up in his car seat right before arriving and she grabbed us some trash bags without us even asking (and gave us more later for the dirty clothes without us even having to ask!) - she was so helpful! But… when we got to the room there was a gap SO wide in our door from the latch to the floor that my iPhone fit through it. So large our child’s hand could fit through it. You could see right out the door like it wasn’t shut (but it was). Again, the lady was so helpful and immediately moved us to a new room. The new room door also had a gap but was smaller and only toward the bottom. We noticed that most of the doors on our floor had large gaps. The breakfast had lots of options and the lady working that was so friendly and doing a great job keeping things stocked, etc. Overall the staff was great, but that’s the only thing about the hotel that we liked. Doors and beds were creaky, our window shade was broken so we couldn’t open or close it. The elevators were dirty. Other than the staff, I really can’t figure out how this hotel has such a high rating.

The check in receptionist was outstanding! Very professional and helpful. She deserves a raise!

Family visit Traveled to area visit my daughters family. Everything was very clean. The beds were comfortable. Staff was very nice and helpful. Enjoyed the pool area. Hotel is close to lots of shopping, casino and restaurant options. The breakfast buffet was incredible with fresh options. Will stay here again in the future. Free parking. Very good price compared to other hotels in the area. You won't regret staying here.