Name: Charges for EVERYTHING, including checking in to your room before check-in time.
Item: Embassy Suites by Hilton Charleston
Rating: 1
Author: Cynthia G

20 - 25 of 1,495 reviews

Franz W

129

Reviewed 16 February 2024

Lousy dump in WV, a disgrace to Hilton

This place is disgusting. It's totally dirty everywhere. The lobby seemed to have been updated but seems cheap. Parking outside is a disaster and watch out for them coming after you with extra fees. In general they just try to screw you over left and right. Hotel management is super unfriendly and a disgrace to Hilton quality. They never call back, if you have issues and just leave you hanging. I would never ever stay here again. They just steal from you and don't give a dime about their guests. It makes me so angry to be a Hilton diamond and even consider this place.

Date of stay: January 2024

Ask Franz W about Embassy Suites by Hilton Charleston

Thank Franz W

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Dear 612franzw,

Thank you for taking the time to write. We genuinely apologize for the experience you had, as it does not align with our high standards. Your feedback will be reviewed with our team, and additional steps will be taken to ensure we are consistent in providing the same exceptional service and comfortable accommodations that are signature to the Hilton experience. Again, I am very sorry we let you down. I hope you will give us another opportunity to provide the remarkable stay you have come to expect.

Sincerely,
Michael Pitstick
General Manager

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Laura R

Reviewed 26 December 2023

Bad customer service!

Driving through West Virginia Christmas evening for a stop over with my family. Young woman who took the reservation over the phone was pleasant and helpful and we got the room we needed. Other guests were cheerful and nice. The man at the door was pleasant and conversational. But the front reception staff was so disappointing.
When we arrived the young man casually said that there were two beverages available to each adult. And that everything else was closed. We asked for a restaurant recommendation and headed out to pick up some food. When we returned at 7:40pm and asked to select our beverages he said that the time was up and that it was only until 7pm. Besides the fact that he never gave me a time limit, I said but you saw me leave and I wouldn’t have taken wine into the car with me. I just figured I would select it when we returned.
It is Christmas Eve and everything is closed, even their own bar. I explained that I truly did not hear there was a time limit and if I could I would but it at their bar but it was also closed. To which he replied there might be a bar somewhere that is open, Merry Christmas.
I am not even a drinker, but we thought just to have a toast to celebrate would be nice.
Shameful customer service. Even the fellows at the 7/11 where we got our food were more hospital.

Date of stay: December 2023

Ask Laura R about Embassy Suites by Hilton Charleston

Thank Laura R

Dear Laura R,

I want to start by expressing my heartfelt gratitude for choosing our hotel and for taking the time to provide us with your feedback. While I'm thrilled to hear that you enjoyed our accommodations, I'm truly sorry that we fell short of your expectations when it came to communicating our evening reception hours. Your feedback is incredibly valuable to us, and I can assure you that we'll be working hard to improve in this area. We appreciate your patronage, and we hope that you will give us another opportunity to provide you with the exceptional experience that you deserve.

Sincerely,
Derek Boyd
General Manager

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Storyteller-N03

Vero Beach, Florida

836310

Reviewed 21 December 2023

Quality is consistent at all Hilton facilities.

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!

Room tip: Be aware of the parking situation

Date of stay: December 2023

Ask Storyteller-N03 about Embassy Suites by Hilton Charleston

Thank Storyteller-N03

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

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K8581FRchristopherb

Reviewed 26 November 2023

Horrible Hospitality/ Cold and Cloudy Pool

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.

Room tip: Request to stay away from elevators

Date of stay: November 2023

Ask K8581FRchristopherb about Embassy Suites by Hilton Charleston

Thank K8581FRchristopherb

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

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Trail241635

Reviewed 11 November 2023

Hospitality supreme

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
.

Date of stay: September 2023

Review collected in partnership with Embassy Suites Hotels

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Thank Trail241635

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

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