Rated 4.2 out of 5 by 373
Rated 3.0 out of 5.0 by 51Bob It is about location
I posted a review yesterday. Please refer to it for my full statement.
January 30, 2015
Rated 3.0 out of 5.0 by RLG51 It's has to be about location.
Yes it is all about location. This hotel is just across the street from the Charleston Civic Center so that makes it a great place to say if you are coming to the Civic Center for an event. The place has some good points. There are some issues that need attention. These issues are varied, some could have a quick fix and some will require time and money.
First, for the good points. It is about location. Yes, just wall across the street and you are at the Civic Center and the very nice Charleston Mall. There are several nice places to eat and drink within walking distance too. Very easy to get to as well, just minutes and a few turns off the Interstate. Second good point. The “free” breakfast was very good. There was a good selection of items that should suite just about anyone’s cravings. The dining area was large and seemed to always have some tables open. I did not catch the name of the gentleman who was in charge of the breakfast, but he done a wonderful job, keeping the food in supply, tables clean, all while making conversation with the guest. Third good point, a check out time of Noon. I personally like this. When I come to an event I don’t like to be rushed to get back on the road the next day, that is the reason I get a room. With the later check out it would be nice if the breakfast was up and running a little longer. I am not going to actually give this as a good point, but if you happen to be there on a Tuesday like we were, the have a nice “Free” Happy Hour from 4:30 till 6:30 with light snacks and beverages. There was actually a nice lady who was in the entrance encouraging guest to come in for the Happy Hour. I will also note, that during our stay we saw several housekeeping and maintenance staff, and each looked us in the eye and had something pleasant to say.
Now for the problem areas. I am not going to assign them a number in order of priority because if there is a problem it is a problem, period. The entire place could use some updating. The outside and entrance is very outdated. This is not to say the place is falling apart. From my view I did not see anything that was not working in fact our bathroom seemed to have been updated from the appearance of the rest of the property. The room, while not a wreck was clearly not spotless. Lots of dust on tops of lamp frames and shades. There was something that looked like a dried bean under the desk. Streaks on the mirrors and furniture tops and something pink (maybe mold) on some of the tiles in the bathtub. Things like this just tell me that the rooms are really not gone over well. Maybe because the staff is rushed and don’t have the time to do a proper job. Doesn’t really matter what the problem is, the room could have and should have been cleaner.
Now, what really got me was this, the Desk tried to pan me off to a room that I did not request. I made my reservation over three months in advance, right when I knew the event was going to be at the Civic Center. I knew the hotel would sell out and raise their room rates. I think I got caught in the middle of the rate increases. I paid about $xx more than general room rate and from hearing other guest talk, they paid even more. But those things are expected, what is not expected is to not be given the type of room that was reserved 3 months earlier. This was a sellout night due to the even next door. We arrived around 3:20pm and the lobby was pretty full and both desk clerks were working away. I got in line and after about a 10minute wait I was greeted by Robin who was polite and professional but never had any eye contact with me (That always says a lot to me). She processed my payment gave me room keeps and repeated the memorized spill about the hotel operation. Upon entering the room we were surprised to find two full beds, not the king I reserved 3 months earlier. This really gets me. With the computer software available this is inexcusable. The hotel knows what kind of rooms they have and when they are sold off they need to be tagged to the customer. I went back to the desk to see what had happened and got back in Robin’s line. After a short wait the other line was freed up and the desk clerk, Thomas, called me over. I told him that I have reserved a king room and was given a room with two full beds. He started to punch some keys on his computer but before he could do anything Robin spoke up and said that there were no more king rooms. I told Thomas that this was not going to work that I had reserved the room over three months earlier and a full bed was not going to work. Robin again spoke up saying that was all available. I was keeping my composure but asked how do you give all the kings out before 4:00 knowing that was what I had reserved. Thomas then called for another gentleman to come over who I explained the situation too. I did not get his name and he did not have a name tag on or a uniform. He too never made any eye contact but did say, “Let me see what I can do”. Again Robin speaks up saying there are no king rooms. This gentleman began searching the system and did come up with a new room. He then pointed at computer screen and told Thomas to make the change. Without even looking my way he said he was sorry for the inconvenience. Thomas gave me the keys and I proceeded to the new room. Well, I did get the king bed, but the room did not have the mini refrigerator and microwave that was on my original reservation and that I feel I paid for. Still not happy, but I at least had a bed I could sleep in. I don’t see how something like this could happen. I just feel it is sloppy management, assigning rooms as you come to them and giving them to whoever is in line next. If this is the case I can imagine that lots of guest did not get the room they reserved. One final objection, I am a Priority Club Rewards member and was never give the general bag of goodies that we get at check in. Not a big deal, but that is not the way this is supposed to work.
Would I recommend this hotel to someone, well maybe but would warn them based on my experience. I personally would not say there if I was not going the a Civic Center event, and maybe next time I will try out the Mxxxxxx that is just as close to the Civic Center and even closer to the Mall.
This had the potential to be an excellent experience but with what happened with the botched reservation and the cleanliness of the room, it was fair at best.
January 29, 2015
Rated 4.0 out of 5.0 by Boo61 overall nice stay
only issue was at check in---food was very good---- room was very comfortable----morning staff were very pleasant and made my frown of the evening pass on to a smile--
January 17, 2015