The Inn At Charles Town Races 751 Hollywood Drive, Charles Town, WV 25414

"This could have had more stars if they had at least one restaurant within the hotel that you can eat at but the hotel and casino are separate. You need to take a trolly over and all the places to eat are in the casino. It was freezing and about to snow I was not going on the trolly just to eat. Also, my friend had her daughter so she couldn't even go over there."

"I’m here now and when checking in yesterday my check in time was at 4 my room wasn’t ready till almost 5 .then we get in our room the blanket was dirty so we asked them to come change it they acted like that was a problem then they changed it and it was still dirty and then for the casino make the kind of money they bring in the breakfast was nothing but pastries, oatmeal or cereal. The only nice customer service we got is when we first checked in . Would not recommend staying here unless you have free nights you are better off somewhere else."

"First off, I love that they have smoking rooms. That’s extremely rare these days. But service is pretty much non-existent. We stayed 2 nights and generally hotels don’t clean your room when you stay more than one night, but they do usually bring you more towels and take out your trash. There was no maid service at all. One of our pillows had what appeared to be a blood stain on it. But there was no hair or anything so I think they were clean. I didn’t see a schedule for the shuttle so we didn’t even use it. Usually they have pamphlets or something in rooms to explain services and rules and stuff. They just have the fire escape plan on your door and the checkout time. The bed was very comfy and the room was ok. We stayed on Sunday and Monday nights so the rate was less. I definitely don’t think these rooms are worth $300/ night even if there is celebrity entertainment on weekends. Overall, it wasn’t bad. I don’t think they put much into making the rooms very fancy because most people are at the casino the majority of time. The breakfast wasn’t that appealing to me. For one, the hard boiled eggs were warm. They should make them the night before and refrigerate. Who eats warm boiled eggs? Not me. I just had juice and a mini muffin. That muffin was ultra moist and tasty though. Oh and the in-room coffee pots are not environmentally friendly at all. Usually coffee pots have a tray you put the filtered pod into, but this one doesn’t have a tray. Each pod per cup has its own plastic tray. That’s a lot of plastic waste."

"Customer service is important, possibly the most important part of any business outside of product delivery And representation, And I’m leaving this review to mention that Heather at The Inn at Charles Town Is wonderful at her job. Heather is clearly invested in making sure customers expectations are met and any issues resolved. I did not have a pleasant experience at this hotel, but how a business recovers and retains a customer is so very important. Heather was quick to hear my concerns and happy to meet with a wonderful resolution, which is why I’m leaving a positive review. All of these stars belong solely to Heather. All businesses should have managers pleasant to deal with and understanding as she is."

"Room was good. Two queen beds and a smoking room for my wife. The only issues I had was it cold when we got there but warmed up ok. Banged into platform bed (HATE PLATFORMS) too large for mattress and hard edges. Missed eggs at breakfast buffet. Was complementary room so can't complain."