Everything as expected except for parking. The additional charge was quite a surprise especially since we had to walk from the parking complex to the hotel in the rain. We booked through AAA and the parking charge and layout was not mentiond. Breakfast was great!
Dear Storyteller-N03,
While it is wonderful we provided the stay you have come to expect from our superior brand, we apologize that our parking fee was not properly communicated during the reservation process. We try to be as transparent as possible regarding our fees, so I regret that we fell short in this area. Thank you for your feedback as it allows us to improve communications. We appreciate your choosing while visiting our area and hope to welcome you again soon.
Best,
Derek Boyd
General Manager
The wife and I stayed here for an overnight stay on a road trip to visit family for Thanksgiving week. Property is beautiful but parking is limited and creates chaos in the loading area and the front desk hospitality left little to be desired! I had already checked in using the App and was surprised to find out my room wouldn’t be available until 6pm. As a Diamond member I can usually check in before 3 so this was new. Felt like I was berated because I booked my stay using points and wasn’t offered my welcome bag. The Manager’s reception was a variety of beverages including adult beverages (apparently you need coupons to get your free 2 drinks) and very limited snacks!! We weren’t told that we had drink coupons in our physical key card packet. Was going to go to the “restaurant” but it ended up being about 12 tables in the middle of the lobby and seeing the minimal assortment of snacks being offered we decided to pass on dinner. Wanted to go enjoy the indoor heated pool but found a cold and cloudy pool! On the return trip home, we tried to stay at the Marriott but they were booked so ended up giving this hotel another try. Bad decision! Parking lot was so full couldn’t even drive thru the parking lot to unload bags. Had to park in parking garage next door-over flow parking area. The wife walked in with the bags to get room key, again checked in using app but she wanted a physical key. My wife had words with the guy that apparently handles the parking lot. She wasn’t able to get a room key because he escorted her over to the seating area as soon as she came in- he upset her. Again didn’t get a welcome bag. Tried to order room service from the room as was told I had to come down to order food (none of the QR Codes in the room would scan for the menu). Ordered the salmon, assorted veggies and a salad. Received the food in take out containers in a paper bag! I guess they door dashed the meal??? The salmon was inedible (very dry and very small portion). Wasn’t impressed with the snacks at reception or dinner so we passed on breakfast both times!! I stay at Hilton properties very frequently and don’t think I’ll be staying here again.
Dear K8581FRchristopherb,
We sincerely appreciate your loyalty to Hilton and your attention to reviewing our hotel. I am very sorry we didn't provide the level of comfort on this stay that you are accustomed to experiencing with a Hilton. Thank you for your honest feedback. The details do make the difference, and your comments are being addressed with our team to ensure we're doing all we can to provide our guests with an experience that aligns with our high standards from check-in to check-out. We would love another opportunity to serve you better in the future.
Sincerely,
Derek Boyd
General Manager
Great accommodations and staff was so courteous!! Love the made to order breakfast and the two free drinks plus hor d ‘oeuvre at the evening reception was a great way to end a stressful meeting. Thank you Hilton
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Dear Trail241635,
What a wonderful review! Thank you for sharing your experience with us and with other travelers! Our associates truly enjoy providing every guest with top-notch accommodations and exceptional service; we are thrilled to know it made a difference in your travels! On behalf of the entire team, thank you for being our guest; we can't wait to host you again in the future.
Best,
Derek Boyd
General Manager
Unresponsive Management - Had a single night stay on 9/26. Charge applied to my credit card on 9/29. On 10/12 a duplicate charge was applied. Notified the hotel and was told that they changed a system and the duplicate charge would be refunded in 3-5 business days. Its now been almost 3 weeks without resolution.
Dear paullV4248NX,
We are sincerely sorry that our recent credit card system upgrade resulted in double billing. Our corporate office is diligently rectifying the issue and appreciates your patience but also your feedback. We value your business and hope to welcome you again for a more pleasurable hotel experience.
Sincerely,
Derek Boyd
General Manager
Our family has been staying here for years, quality of customer service have gone down drastically. I’m a Hilton diamond member, and asked the front desk very reasonable requests. They don’t live up to the Hilton name by any stretch of the imagination
Dear jeromew964,
First and foremost, we greatly appreciate your continued patronage. We value you as our loyal guest and are very disheartened to learn your most recent interaction did not align with exceptional prior experiences. Your feedback will be reviewed from a team perspective to ensure we are consistent in providing our guests with the high level of comfort and service that are the signature of our Embassy Suites by Hilton Charleston. Again, I am very sorry we let you down. I hope you will give us another opportunity to regain your confidence in our commitment to your satisfaction.
Sincerely,
Derek Boyd
General Manager
