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Cynthia M
Morgantown, West Virginia

Hilton hotel disaster

1.0 of 5 bubblesReviewed 10 May 2024via mobile
Checked in, got room key and went straight to my room. Key worked, and I went into room. Room was already occupied and I was mortified. I Went back down to the Check-in and told the gentleman that was working.He said what and then he just exchanged my keys.For another room, no apologies given. My room was filthy and The shower door didn't work and wouldn't stay closed. We spilled something on the comforter and called for housekeeping and ask for new sheets.The gentleman brought them up, dropped them off at the door when we asked if we could have another comforter he told us no there weren't anymore and then he left. We had to make our bed ourselves and slept 42 nights with no blanket and or comforter. The fire alarm went off 3 times the first night and the customers were all standing in the corridor wondering if it was safe?We received no input from the folks working at the hotel at all , so we eventually stood out there long enough and decided to go back to the room , hoping it was ok. Once we arrived, we found that the pool was closed as well.As the hotel's restaurant was closed and they offered to shuttle us around the city to eat. When I reached out to the hotel manager to make him aware.He sent me a three line email asking who the housekeeper was and ignored the rest of our issues. I called Hilton today and was told after a 30 minute.Phone call that an incident report had been reported by the hotel and they were going to refund me one night . I would avoid this Hilton hotel at any cost.The customer service is Horrific and the hotel is run down and delapdated.I would like to give you a positive from the trip.I just don't have any and I am very unimpressed with Hilton's service recovery.At this point I will never do this again
Date of stay: May 2024
Trip type: Travelled on business
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General Manager , Owner at Embassy Suites by Hilton Charleston, responded to this review
Responded 12 May 2024
Dear cmorrisrn,

We are extremely sorry that we didn't meet your expectations. Your feedback is invaluable because it helps us to learn and grow. Here at our hotel, the happiness of our guests is our top priority, and we are dedicated to delivering the finest possible experience. We hope you will give us another chance to make your stay exceptional in the future. It would be our honor to have you as our guest again and provide you with an unforgettable experience.

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 4 May 2024

We have been staying here for 5 years, since before our daughter went to University of Charleston. We have always had a good experience. There are times when there are a lot of kids sports teams staying, but we’ve never had an issue other than a little noisy in the lobby. They seem to have gotten that under control. The mattresses could use updating. I believe whomever designed the showers, designed them wrong. The staff has always been friendly and helpful. Jerry, the shuttle driver, is the absolute best. He is accommodating and very helpful. He has been employed there for at least the last 5 years. We have used him to go to GoMart Ballpark and the Civic Center (it’s a short walk but it was raining!)

Date of stay: April 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Cindy B
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 reviewResponded 5 May 2024

Dear O6552ZIcindyb,

Welcome back! Thank you for taking the time to share your feedback about your recent stay at our hotel. We are delighted to hear that our staff once again exceeded your expectations. Your continued patronage means a lot to us and we can't wait to welcome you back for your next stay. Thank you again for choosing our hotel and for sharing your positive experience with us.

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 14 April 2024 via mobile

This Hotel need’s clearly more adult supervision from an organizational and customer orientation point of view to call themself a member of the Hilton chain. Fancy Hilton App electronic key of course only worked after f2f check in and some cocky and disturbing comments at the counter.
To give a regular Hilton customer a 300 $ room in front of the central hotel air conditioner unit will make sure that I will never again will stay in a Hilton Embassy Hotel .

Whether I will stay a regular Hilton customer is under review. My recommendation to travelers is, if you are in Charleston W. Va. try to get a tent on the next camp ground. You will be better off than staying at the Hilton Embassy Hotel.

Date of stay: April 2024
Trip type: Travelled with family
Thank Resort56708190305
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 reviewResponded 15 April 2024

Dear Resort56708190305,

We deeply apologize for the inconvenience caused due to the location of your room and the negative impact it had on your stay. Our aim is to always provide our guests with the best possible experience, and we regret that we fell short in your case. We value your patronage and sincerely hope to have the opportunity to welcome you again, providing you with a much better and more memorable stay.

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 3 April 2024

Not the greatest experience... bathroom sink didn't drain. Had to brush teeth and wash hands in the tub or it would have overflowed with 5 people in the room. A lot of discoloration, mold, peeling wallpaper, paint around the property, main desk clerk and maintenance couldn't get our 2nd key to code correctly and we never did get a replacement...pool - but no hot tub, generally a very old property, but we've stayed at two Hilton properties in Charleston within the week and they were both kind of similar...grungy with lipstick in the main areas. Not terrible, but definitely not what I've been used to with Hilton properties.

Room tip: Bathrooms are moldy, black/discoloration in tile grout
Date of stay: April 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank andrea 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 , Owner at Embassy Suites by Hilton Charleston, responded to this reviewResponded 4 April 2024

Dear H371YNandrear,

Thank you for taking the time to review our hotel. We apologize for the drainage issues you experienced and we hope you can forgive us for this inconvenience. We are also sorry to hear that the quality of your room did not meet our high standards of maintenance and housekeeping service. Your feedback is greatly appreciated as it helps us monitor and improve the guest experience. We appreciate your decision to stay with us and we hope to have the pleasure of seeing you again.

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 26 March 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
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
1  Thank Anne S
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 reviewResponded 26 March 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

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