SpringHill Suites by Marriott Charleston Riverview — Hotel in Charleston

I would give no stars if I could. At first the hotel seemed nice from the outside, but that judgment was changed quickly. First, when we got into our room the window was open. The room was musty and I could only imagine if bugs were in the room. We decided to just forgive the fact of the window and checked out the room. It seemed pretty clean, except for these black little specks on the sheets. I didn’t think much of the specks at first I just thought they were pieces of fuzz, but unfortunately it was something even worse. On our 3rd day staying at the hotel, me and my friend had stayed up super late about 3am. As we began shutting the lights off and getting ready to sleep, I noticed a little shadow run across the nightstand. I turned the light on and the bug that I saw was kind of hard to see in the shadows. I tried killing the bug and moving on, but it disappeared. Paranoid, my friend and I stayed up longer trying to find the bug. I paused and took a quick break and went to the bathroom. On the picture frame, sitting right in front of the toilet, was a COCKROACH. We immediately freaked out and began picking up clothes on the floor and checking our bags that no roaches had got in our things. My friend went down to the desk at almost 4 am and told them about the roaches and even showed them the picture which was clear as day. They said they had no rooms available until tomorrow. We decided to pack our stuff and make sure all our possessions were roach free. We decided to move hotels because we didn’t want to wait that long for a room and who knows if that room would even be roach free. I also looked up info about roaches and figured out that the little black specks were COCKROACH FECES. I was disgusted. When we asked for a refund they said to go through the third party we reserved through and the hotel DENIED refunding any of the days that we spent in this roach hotel room. They only refunded the day we decided not to stay. We also asked for a maid service half way through staying our 5 days because the maids do not come in while you’re staying unless asked and they never serviced our room and when we complained to the desk( earlier the same day of finding roaches) we instead were given towels at the desk and two trash bags to clean up our soiled linens and trash ourself to put outside. Said linens and trash sat outside all night and even as we left in the morning. No wonder they have roaches. Horrible experience and was not compensated at all for their...

First off I can't say enough about the staff. The front desk and the breakfast personnel are first rate. And we saw several of them rotate out through different shifts and they are all top notch. That is absolutely the only positive thing we have to say about this hotel. The maintenance issues are out of control. The floors are so filthy that the carpeted aisles that lead to your room are brown and mushy and spots. Walking down to find your room feels like a horror movie with all the water stains and dirty and peeling wallpaper that they don't even attempt to repair. The smell in these hallways smells like a very bad ongoing mold situation. The room was not much better. Turning on the broken light switch to the bathroom revealed running cockroaches. The AC unit poured water prolifically and made the whole side of that room wet and this had been going on a while due to the mold situation that you could see there. This opened out onto our luxurious what they call a balcony. Really a one person cement slab that sticks out and it too had mold and water running from the AC unit inside. This was our anniversary trip and we booked the best room we could with a private balcony with a water view. This microscopic porch step had a wonderful view of the half dead marsh and the old round hotel across the way. By this point I didn't even care anymore this was not the romantic getaway that we had envisioned at all. We did the best we could but honestly the room smelled so bad and the hallways were worse. Electrical issues filthy issues broken issues. That being said I don't think housekeeping was an issue. All the services appeared to be wiped down perfectly clean the bed was made flawlessly so housekeeping was doing their job. It's the bigger picture that's the problem. One of the elevators wasn't working and the lines to get up and down at any given time of the day were ridiculous because there was too many people trying to use one elevator. Breakfast was very low end but I will say I'm used to the other chains and what they give for breakfast and so this wasn't even close to that. Respect to the staff that work there though because they did a fine job with what they were given to work with. I joined the Marriott club to stay here, assuming I would add them to our list of favorites because we travel a lot but now I am unsure of ever trusting the Marriott name if they allow properties like this to use their franchise logos...

Unfortunately I have to rate this place low for multiple reasons.

Arrival: Easy to access place, seemed to be enough parking. Check in was on 2nd story (extra parking underneath building) but in order to get there you had to climb stairs. Elevator call button was not working from ground floor, found an older lady on ground floor wondering how to get up. She tried calling hotel desk number but no one answered. I went up (with my own bad knee) and rode it down to her. To make it worse, there was a note saying there was an issue with the elevator and told people to use the staircase. No mention of "if there are mobility issues call X number". 0/5

Location: Easy access to ALOT. This was the reason for 2 stars instead of one. 5/5

Check-in: slow. no one at the desk. shouted a couple times but no one came out from back room. helped myself to back room and found employee eyes glued to her personal phone. No sorries, no welcome, thanks for staying, etc. 0/5

Wifi: garbage. I am of the member tier to get free enhanced wifi but that wouldn't recognize any of my name/room info to use it. Went to front desk and was told "Sorry, it's been broken for awhile" and we were told by manager for everyone to use the free one. 1/5

Room: bed was comfortable, requested extra pillows in app before arrival and didn't have them. pillows were the annoying square ones and FLAT. went to front desk after no one answered the call from room to ask for extras which were much better. 3/5

Cleanliness: mold everywhere. carpet dirty. they only do room service every other day and by request only. they claim it's due to "enhanced cleaning procedures" on signage at check in desk and the room. There was nothing enhanced whatsoever. Reservation was for 4, only gave me towels for 3. Same result when calling front desk. 0/5.

Amenities: didn't use pool, cant speak to that. Breakfast was abysmal. Gone are the days of being able to rely on a waffle as that was removed during pandemic and never returned according to breakfast person. Eggs were vomit-inducing. Breakfast hash had consistency and smell of wet dog food. Bacon, somehow they managed to screw that one away and it had zero flavor and tasted like paper (or maybe just 3 day old leftovers). 0/5

Check-out: same result as check in. no one around. dropped my key and left. couldn't bring up any issues with manager because again, no one around. Would not recommend...