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.