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Anne S

Rooms are musty with flies in drains

2.0 of 5 bubblesReviewed 25 Mar 2024
To be honest- it’s an old hotel that needs renovations. The rooms smell musty, flies were coming out of the bathroom drains. Requested a room change because of the flies- the next room had the door propped open and the air conditioner was rattling in the ceiling. Asked to out me back in first room and spray air freshener and drano, but was told they couldn’t. Now waiting on another room. Desk attendants were nice, manager refused to come out and speak with me about the issues, and housekeeping didn’t care. Will not refer my clients to this location.
Date of stay: March 2024
Trip type: Travelled on business
2.0 of 5 bubblesValue
1.0 of 5 bubblesRooms
3.0 of 5 bubblesLocation
2.0 of 5 bubblesCleanliness
3.0 of 5 bubblesService
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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.
General Manager, Owner at Embassy Suites by Hilton Charleston, responded to this review
Responded 26 Mar 2024
Dear W1884WAannes,

I apologize for any issues you encountered during your stay, and I appreciate you taking the time to share your experience with us. We value feedback from our guests, as it helps us improve our services. Please know that we are taking your comments seriously and are working to address any concerns on our end. Thank you for choosing to stay with us, and we hope that you will consider returning in the future if your travels bring you back to our city.

Sincerely,
Derek Boyd
General Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 22 March 2024

I tried to send this email to the GM Derek Boyd, but could not get an accurate email address from the staff so here it is, AVOID:

I was a guest at your hotel this past Thursday night thru Sunday morning, three nights. I visit Charleston once a year for my mother's birthday, which was last Thursday. I have been a regular guest at your hotel since it opened, as CRW has very few decent places.

This most recent stay was a nightmare. Easily my worst stay at your hotel ever, and one of my worst in 50 years of traveling. Setting aside the fact that the basketball tournament meant a much higher nightly room rate than normal, but your hotel was a zoo every night I was there. On a couple of occasions I was worried about my safety when a couple of drunk dads of losing teams wanted to duke it out on the elevator. And speaking of elevators, the waits were never less than 5-10 minutes as one of the only three in the building was out of commission my entire visit due to guest damage.

Your poor staff was obviously overwhelmed, and I had no sense that you hired any extra security to take care of the drunks in the lobby and kids racing around the atrium hallways. Got beaned once by kids playing with a basketball in the open rear of the lobby near the conference rooms. Open doors to suite rooms to create a block party atmosphere with men half naked is totally unacceptable, but it went on all three nights I was there. Shouting matches across the atrium after midnight - c'mon, no one even tried to close it down.

My visit was totally ruined by the lack of basic crowd control. I did not feel safe in your hotel. I figure you asked the cops to come in during the free breakfast to show some strength, but they would have actually been useful 12 hours earlier in the evenings. I'm not normally a complainer - I grew up in CRW so little fazes me. But this last stay your place was out of control at times, and staff did almost nothing to help.

I'm pissed, and I'm gonna pass the word.

Date of stay: March 2024
Trip type: Travelled solo
Thank cstephen2
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.
General Manager, Marketing at Embassy Suites by Hilton Charleston, responded to this reviewResponded 22 March 2024

Dear cstephen2,

Please accept my deepest apologies for the discomfort you experienced during your most recent stay due to the behavior of some of our guests. I completely understand your frustrations, and I want to assure you we actively prepared for the influx of events held in our area. We pride ourselves on providing a serene and relaxing environment for our guests, and we regret that we fell short in your case. Your satisfaction is our top priority, and we hope that you will give us another chance to provide you with the exceptional service that we are known for. Thank you for your continued support.

Sincerely,
Derek Boyd
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 March 2024

When I arrived at about 10:30pm on a Wednesday, I noticed right away that it was very boisterous in the lobby. The front desk attendent seemed sort of annoyed to have to check me in. I noticed signs by the elevator about quiet hours and parties, which certainly gave me pause about the need for these signs. I was on the 8th floor and from the front of the suite, I could hear the people talking in the atrium lobby. I think there are accoustics issues, because they didn't seem rowdy or even that many people. I was relieved that that the noise did not carry to the back where the bed was. I would be concerned if I had people with me who were planning to sleep on the pull-out couch. This occured the second night as well, and after the posted "quiet hours".

The breakfast was the typical Embassy Suites offering. The made-to-order egg white omelette was excellent.

The gym was well-appointed and equipment was in good order.

It was convenient walking distance to downtown and the mall across the street.

Date of stay: February 2024
  • Trip type: Travelled solo
    • Value
    • Location
    • Service
Thank BaltimoreSH
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.
General Manager, Marketing at Embassy Suites by Hilton Charleston, responded to this reviewResponded 3 March 2024

Dear BaltimoreSH,

Thank you for taking the time to share your experience with us. I’m pleased to hear that you were able to enjoy our well-appointed amenities, fame-worthy breakfast, and convenient location while in town. We value your feedback, as reflections like yours allow us to continually monitor our guest experience. We look forward to welcoming you again with the expectation that your next stay will be even better!

Best,
Derek Boyd
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 February 2024

I am a business traveler and have been diamond with Hilton for many years. I have stayed at this property a few times. For a really long time they had construction and a mess, but I am willing to overlook renovations that will make the property better. Today, I arrived at 11:45 am from the airport to find that my room was ready, but they wanted to charge me a $30 early check-in fee. In all my years of business and personal travel, I have never encountered this. If the room is ready, you get to check-in. If it is not ready, you have to wait. Even with being diamond, they still charged me. I have to be in this area several more times this year, but I will not stay here. I will go right next door to the Marriott, which has much better rooms (I stayed there because the Embassy was sold out for about a month ago). The common areas here are ok, but the rooms are outdated and the bar leaves a lot to be desired.

Room tip: The bar here is in a corner and is cut off from the rest of the restaurant. There is very little seating, so be prepared.
Date of stay: February 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Service
Thank Cynthia G
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.
General Manager, Marketing at Embassy Suites by Hilton Charleston, responded to this reviewResponded 28 February 2024

Dear W4477TUcynthiag,

Thank you for taking the time to review our hotel. I am sorry to hear that your recent stay did not meet your expectations and apologize for any frustrations caused by our early check-in fee. At our hotel, guest satisfaction is our top priority, and I regret that we left you with a negative impression. Your feedback is valuable to us as it helps us to improve for future stays. Thank you for sharing your review with us, and we hope you will consider returning as it has been a pleasure to have you as our guest.

Sincerely,
Derek Boyd
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 February 2024

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
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
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.
General Manager, Marketing at Embassy Suites by Hilton Charleston, responded to this reviewResponded 17 February 2024

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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 December 2023

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
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank Laura R
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.
General Manager, Marketing at Embassy Suites by Hilton Charleston, responded to this reviewResponded 27 December 2023

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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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