Holiday Inn Express Charles Town, an IHG Hotel

Everything was clean, comfortable, and the staff was exceptional! We had another issue with booking not talking to the hotel, so I most likely won’t use booking.com for IHG hotels anymore and the staff told me that booking isn’t preferred for them - but unlike my experience in Toledo, the staff did everything they could to make it right! They gave me my room for the correct dates and rate as listed on my booking confirmation even though they had to change things on their end. They went the extra mile and we’re super nice even when I was tires and grouchy about it all

Property was great! Booking.com failed again. Don’t change or update an existing hotel confirmation. Cancel and rebook would be my advice

I wish there were more gluten free options but I want to personally thank Dana and Tara at the hotel in Charlestown WV. They surprised my boyfriend with balloons, scratch off tickets, snacks, and a card for his birthday and Dana upgraded our room. I want them to receive recognition please. The staff went above and beyond with my request to have something at the desk that said happy birthday.

Breakfast could have been better with more options and some gluten free options as well. Unfortunately intolerant to eggs.

Location of the hotel to Harper's Ferry (less than 10 minute drive) was very good and manageable, as we had our own car. The staff was very upbeat and friendly at the check-in desk (nice to see smiles and appear to want to be doing their job). The outside pool was very nice and kept clean (also open early and late hours which is a great plus). We also loved the breakfast as there were hot items available (especially wonderful bacon... that made me super happy)! We will definitely book here again when we visit the area!

Cannot think of much to dislike, but the lightening in the bathroom area could be much brighter. There was only one light in the bathroom (near mirror) and no lighting over in the shower/tub area. Too dim. Also, Our room location was toward the back of the building and the lights from the outside were pretty bright! I wish we could have blocked that lighting more with curtains, but the room only had the one blind/shade. Other than that, we were really pleased with the value of this accomodation!

Breakfast was plentiful with many options. I loved the cinnamon roll! Coffee was hot and fresh. We really loved the little conveyor belt pancake maker as well, it was fun to watch!

Going to bed later in the night after we finished swimming when the pool closed at 11:00, we did notice some stains on one of the bed's sheets. They were kinda off to the side, so we didn't really try to do anything about it, but it was a little off putting.

This Holiday Inn Express's staff is a standout among the hospitality industry. It's not just friendliness, which was great. They go out of their way to accommodate. Our family tested positive for COVID during our stay. They let us have a second room for separated quarantine, then let us move back together 3 days later when everyone tested positive :-( They were cheerful, caring, and very considerate throughout. Really appreciated their attitude. Also the cleaning staff (warned off daily duty due to our COVID status) were unfailingly helpful with additional supplies, towel changes, garbage bag removal, etc. Really both thumbs way-up for the service.

Room could be better lit. Shampoo & conditioner were not the highest quality, so were very "drying".

Location and shuttle to Charles Town Races & Slots

The smell of marijuana was constant on the 1st floor walking to the elevators. A maid was even spraying Lysol to try to mask the smell but to no avail. Also, the smell of marijuana was overwhelming our room bathroom. The door to the bathroom was closed before going to sleep - in the middle of the night when I got up to use the bathroom, the bathroom reeked of marijuana. Someone in another room must have been blowing their marijuana smoke into the bathroom vents and it filled up my bathroom. HATE the smell of marijuana!

walking distance from the casino and very short drive to Harpers ferry. Close to many shops. Shuttle service makes it even easier if you do not want to drive at all. Great breakfast. Pol was open and it was a plus in a sunny warm day of May. Whenever we go back to the area, that’s where we’ll stay.

Apart from some stains on the ceiling, everything was good.

The staff was friendly, the room was clean and fresh, the breakfast was above average and the attendants were keeping the areas clean. Coffee should have a spot of its own because people linger to get their cup just right (including me).

There was some noise from floor to floor and we could not figure out the bathroom ventilation (there was no extra switch to turn on but the moisture appeared to disperse over time.

The amenities, cleanliness, location, the process of getting you in your room and the welcoming staff. I will always stay at the Holiday Inn Express in Charlestown.

They gave me a handy cap room which I did not reserve, however, it was for a one-night stay, so it was not a big issue with me. The staff just need to be careful when assigning rooms to guest.

Location was great- right next to the Hollywood Casino. Rooms were large and very clean. The beds were extremely comfortable. The staff was very nice and check in/check out process was simple. Breakfast was good!

There was really nothing we didn’t like except for there could be additional blankets available for the bed.