Comfort Suites Charleston West Ashley — Hotel in Charleston

Let me preface this review with the fact that up until this checkout experience we were loving our stay at this hotel. The breakfast selection was good, the heated pool was amazing for my daughter, and the staff had been friendly. I was traveling for work this week so my mom, grandma and daughter came with. Our checkout was scheduled for today, 9/19, at 11am. Due to me working a half day my mom went to the front desk last night around 9pm, we were doing laundry in the hotel facility room so I can check for the exact time, and asked the worker if we could check out of the room as scheduled and hang out at the pool until 1pm when I would get to the hotel to grab them. The worker said not a problem. We never once asked to stay in the room longer and we understood if the answer was no, as that would be company policy, no big deal. Since the answer was yes I loaded the car at 8am this morning and went to work. My mom, grandma and daughter left the room a little before 11 with the few bags they had and went down to the pool. They spoke with a worker who acknowledged they had already checked out and even offered to help fix the keycard if it wouldn’t let them into the pool since our room number was dedicated (I’m assuming). A little after 12:30(again I’m assuming since they were in the water and did not check for an exact time) my grandmother went to the front desk to ask for swim towels to dry my daughter off, there were none in the basket inside the pool room, and was told by the worker that due to them being past checkout they had to leave the premises. My mother called me at 12:55pm and was standing outside the hotel with my 10 month old daughter and grandmother. I did not get to the hotel until 1:36, thank god I was allowed to leave work early today, or they would have been stranded in the heat. Uber was not an option as I had the car seat. My daughter was exposed to this heat for almost an hour because of an mis communication among employees. Again, had we been told no when we asked they would have came with me to work and there would have been no issue. When I arrived at the hotel they began packing up and I went inside to ask for the managers information. The worker at the front desk asked what happened and I began explaining everything. She said I was confrontational in my tone, I’m sure I was when it came to my daughters face being so red from the heat when I got there, but that’s not where the problem was. She told me I was lying and that I had been outside for a while and that my mother and daughter had just walked outside. That she had watched me pull up a long time ago and that they had not been outside for 45 minutes. I became upset saying that she was not actually saying I was lying and explaining that they had been outside there that long and she continued to say I was lying. I told her to check the cameras and left. I came back maybe 5 minutes later to get the general managers name. After she gave it to me she said “and by the way our cameras have audio and your family was not told to leave the premises they were told to leave the pool. They chose to go outside with your daughter”. I confirmed multiple times that was not what was told to them, if it was I would like to have someone verify that footage because they are adamant they were told premises. If that was true and they were told to leave the pool, why were they also told they could stay earlier in the day and that they would even have their pool card fixed? After I pulled up my life 360 report where it showed I left my office on wappoo dr at 1:21 and arrived at the hotel at 1:36, she then stated that maybe she was mistaken and there was a different car similar to mine. At this point I’ve been called a liar, she’s still being confrontational with me and is accepting no responsibility in her actions. I would like to again state that I wanted nothing from her but an apology. I wasn’t asking for a manager to request a refund nor did I ever expect for my family to be allowed to stay at the hotel past check out, I was extremely happy when they were told they could stay and even made the comment that I would stay here again and again due to the experience. That is no longer the case. As I walked out and said I would be calling the manager she said “I hope you can calm down”. My daughter was so hot that when I FaceTimed my mother again on the drive to the hotel at 1:26pm her face was beat red and she was sweating. This would be an entirely different complaint had something happened to her and she had gotten heat stroke or experienced any issues due to being outside. If they were allowed to be in the lobby why didn’t the worker see them outside and offer that? Instead she doubled down on being rude to me and saying that I was a liar. I have never in my life experienced that disrespect from another customer service representative and I truly hope that the footage is watched and actions are taken to ensure this doesn’t happen to another family. AGAIN, I’m sure I was being confrontational in my tone as I was extremely upset that my infant child, who cannot regulate her own body temperature, was forced to stand outside and then was called a...

Came from out of town, Georgia and staying for my great grandma’s funeral with my mom and my daughter. Room is really nice, bed is super comfy. I was a little sad to see that there was no vending machine options, as I have a toddler who loves to snack. They have a little store at the front but it was $11 for a lemonade, tea, and apple juice. Yikes. There was a guy up front during the daytime and he was really nice. The lady at night seems socially awkward, she has a hard time with eye contact and barely speaks. Weird but I get it. The breakfast is pretty good, I like that there’s options for kiddos too. Coffee isn’t the best, but it’s hotel coffee. Pool seems nice too, we don’t really have time to try it out. One thing that made this place lose stars is that randomly someone unlocked our door without knocking and came in. I assume it was housekeeping, and she kind of dawdled a little bit before leaving saying “oh I thought something was wrong with this room”. We have a small toddler in here and it made me very uncomfortable that they didn’t call or knock at the very least. We now take all important possessions with us when we leave the hotel just because that happened. Overall, I would stay again. It’s a nice place

Edit:: 1/10/22

This morning we were up by 8 and ate breakfast. My mom woke up shortly after we returned to the room and went down herself for some before they shut down. We were planning on hitting the road before 10, so I was in the room with my small toddler. There was a knock at the door and I figured it was my mom as she usually forgets the room key, I opened it and it’s the same housekeeping lady that barged in before. All she said was “they said you checked out” and I just looked at her and said “well no I didn’t, maybe my mom did shes downstairs” and she sais “ok well if you checked out you need to leave” and I just shut the door. My mom returned and I asked if she had checked out and she said she hadn’t, she was waiting for all of us to be downstairs and ready. Really rude and weird encounter, it seems like there was either miscommunication about our room or she was trying to rush us out. Mind you it was only 9:15 when it happened and it says check...

We have stayed here for Years. Whenever we came to Charleston this is where we stayed. We got a suite and were only going to be there overnight. Unfortunately, there were no linens for the pullout couch, which we realized right as we were going to bed. It was very hot. It was feel like temperature of 100 that day so we turned down the air conditioner a bit to cool off. I found the linens to be lacking on the bed. The issue is that if you do like to have your air conditioning cooler you like to have a nice comfy comforter, but I woke up after just a few hours freezing and couldn’t get the AC Fixed. I was exhausted and we had planned to go to Magnolia to walk the grounds. I called immediately at seven to explain but couldn’t reach anybody. When I did They said the manager Rodney Cardner would not be in until nine. We had had issues with the key card, not working, but the front desk person was constantly on the phone was alone by herself, trying to run the hotel .When we finally discussed it with him and explained what happened he was very belligerent defensive and said that it was our fault for not coming downstairs to get the bedding and for not figuring out the air conditioner, etc.. I told him that he was understaffed that made him really mad, but I have worked in hospitality for a very long time. One person cannot run an entire hotel. We were already getting the AAA discount so when he said he was giving us a 10% discount was the best he could do and he didn’t even wanna do that. I knew we were just getting our AAA., If I didn’t know, Charleston, if I didn’t know how friendly and caring all the people are here, I would’ve never wanted to come back. I would warn anyone not to stay here expecting to have any real service. It is extremely basic. I have never had a manager yell at me For mistakes that were made on their running the hotel. There is a Hampton Inn very close by. I would strongly suggest that you check that out spending $166 for one night to freeze and be miserable to the point of cutting your trip short is very wrong. I hope that...