Embassy Suites by Hilton Charleston — Hotel in Charleston

Guests should be informed parking ramp is block away. I suggest advising guests to unload at the entrance on carts rather than trying to make the trek from garage. Room was fine, beds comfortable, clean. Hand soap empty, no soap in shower. Shampoo and conditioner bottles are in photo but middle clip is for soap was empty. Customer service was horrendous! As we were walking past the front desk, one of the staff yelled to us asking our names….very unprofessional to expect us to yell out our names in front of strangers! Guessing he wanted to confirm that we registered the dog! He certainly could have walked over to us to ask quietly. We used the QR code in the room which included a phone number to text if you have any questions or concerns. We used QR code to access the room service menu. We ordered two meals to be delivered to our room, #719. Our order was placed at 6:44 for 7:15pm delivery to our room, see photo! At 7:33pm our food had not arrived so we used the phone number listed for questions or concerns to text/ask when our food would arrive. We did not receive a response to that text until 8:38pm. Representative Ann said: “ we will take care of that right away”! Our food had still not arrived. At 8:20pm we called the front desk. The representative indicated there had been a problem with a printer so the kitchen was running 10 minutes late! I told him, it was an hour late. He asked for our room number and said he would check on our order. He came back on the line and said our order would be up in a few minutes. I told him that seemed unacceptable and we should be comped for the meals. He said he didn’t have the authority to do that and told me I could take it up with a Manager in the morning. I said this is a problem he should be taking up with Management now. He said, “did I not resolve the issue?” very sarcastically! We waited another 1/2 hour, still no food! So much for our order will be delivered in a few minutes! I called the front desk again and was transferred to someone’s voicemail, no name or department was indicated on the outgoing message so I have no idea who I was transferred to! I hung up and called again and said please do not transfer me to someone’s voicemail! I was transferred to the kitchen. A staff person answered, “kitchen”. He asked for my room number, #719. He asked me to hang on and he would check on our order. I heard him put the phone down, he came back, picked up the phone and hung up on me! If this was accidental, he certainly had our room number to call me back…nope! No call! I called back at least 4 times begging not to be transferred to the unknown voicemail as it would solve nothing, where is our food??? I asked for a Manager, I was told no Manager was on duty. I asked for whomever was in charge, I was told there is no one! I asked for someone to physically go to the kitchen to check on our food which was now 2 hours late. Front desk representative told me he couldn’t leave the desk to check on our food even though we could see a second representative at the desk. It was 8:42 by then and still no food! We ordered Uber Eats! In the meantime, Ann the texting representative had apologized to us at 8:38pm for the inconvenience with no plan for fixing the problem. We replied that we were hung up on, transferred to voicemail multiple times when trying to check on our order. Again, Ann apologized for the issue with no plan to fix it! She asked what she could do, we told her we cancelled the order, and said she could issue points credit and make sure we do not get charged for the food that never came. We sent that text at 9:14pm. Ann replied at 10:04, and said yes, she would issue points credit. No surprise…when we checked out the food charges appeared on our bill! No surprise also that no Manager had been informed of the problem for an appropriate apology! Staff need serious customer service training! I would NOT recommend this hotel based on how poorly we...

Wasn't prepared to have to park in a garage behind the hotel that wasn't attached to the hotel. Late at night not the greatest feeling walking around a parking garage. But, doable.

There were a bunch of kids (HS or college age) hanging out blocking the parking lot entrance when we tried to pull in to check in at 11:00pm. We had to wait about 10-15 min for everyone to move so we could pull into the lot and under the carport to check in. One of them literally walked in front of my car once I started moving and gave me a big attitude about it.

Security was super friendly and great with our dog. But didn't seem to mind the kids blocking the lot entrance.

We waited over 15 min to check in, which was a little frustrating. The woman at the desk said she thought we were already checked in. (Just standing at the check in desk for no reason?!)

At check-in we were told we could get in the back door of the hotel after parking in the garage.

But when we tried to get in, our keys didn't work. So we had to walk around the whole building to get in the front door again.

We stopped by the desk to tell them the keys didn't work and were told she knew the keys wouldn't work. The key card reader was broken. But there's a doorbell we could have used. (If we had seen it and she had told us to use it when telling us to go in the back door after parking?!)

After all this we called down and asked if we could do a late checkout at noon instead of 11am since it was 1:30 before getting to our room. We were told sorry...we can't do that. Have a good night.

Door to the pool was open late. But we were told we couldn't use the hot tub until 7am...that the door to the pool was open because it was broken. We had a cracked bathroom sink and disgusting hair dryer in our room. Our room was warm when we got there and took a few hrs to cool off. So we got even less sleep time waiting for it to cool off.

You can't bring pets into breakfast area (of course!) But there were no boxes or trays for one of us to bring food to the room since one of us had to stay with the dog.... Omelettes were awesome and made to order, though

$178.20 for the room. $97.20 pet fee ($75 plus tax) We expected a lot more customer service spending that much money. Looks like it's back to the Holiday Inn West Charleston next time we're driving through Charleston. Much cleaner, less expensive, a fenced courtyard you can walk your dog in, and only a...

The hotel looks nice in the lobby. The rooms are slightly dated but clean. My biggest issues with the hotel revolve around logistics surrounding check in and the quality of food offered for breakfast.

As far as check in, they have a small front area, and when I was checking in it was a an exceptionally busy time with about 7 different vehicles all attempting to unload at once. They have some parking spots in the front of the hotel, which were all full. I suspect because people did not wish to pay the $15 a night parking fee to park in the garage behind the hotel. Though the hotel could choose to make more of these parking spots for loading and unloading, they have not.

I was then threatened by staff with a ticket and tow when I had been parked less than 1 minute, even though I was actively unloading, and had it suggested that they staff would make sure I was ticketed even though they were aware the lack of sufficient luggage carts was the only factor that was prolonging my unloading. When asked if there was anywhere else I could park to unload, it was suggested the parking garage which is not connected nor convenient for unloading.

On check out no luggage carts at all were available, this was the case for at least 2 hours between 7-9 am on a Sunday morning. The staff had the attitude that is was the guests problem that there luggage carts are first come/first serve and they don’t have methods to combat cart hoarding by guests.

As far as food, I stay in many different Hilton brands, on average 120 nights a year, and the quality of the breakfast food (except the omelet) wasn’t on par with other embassy suites I have stayed in. Food was either out, or cold, and the condiments low quality (including only having artificial creamer and no half and half for coffee, but I accept that is a minor quibble but one that for me prevents me for enjoying the coffee offered.)

Tldr: the biggest issue revolves around ease loading/unloading on check in and out, but if someone travels light, this would not be a big issue. Also if one doesn’t do breakfast or only eats omelets, they may not notice as many issues.

One more note, be aware the light switches in the bedroom turn off the wall outlets and outlets on the lamps. So be aware, otherwise your devices may not charge...