The Palmetto Hotel, Charleston — Hotel in Charleston

I would first like to say that the hotel is in a great area and the lobby and rooms are nice for a new hotel. For that, I give it an extra star. However, my experience with the hotel was very disappointing.

I had booked a king deluxe balcony but when arrived and given my room, I realized there was no balcony. I informed the front desk who reassured me that there was, indeed, a balcony and that I just did not know how to open the door to get out onto it. I told them there was a wall all the way across the windows with no door but they assured me that I was incorrect and that there was a balcony on that unit. They even stated that if I could not figure out the balcony door that they could send someone who manages the building up to show me how to open the door. I obliged and went back to the room to check. That's when I realized that not only was there not a balcony, they had also given me a queen room. On my way out to dinner, I informed them of this and they finally admitted that this was not the correct room. However, they could not correct it until the following day. They would contact management and then correct the issue the following day and would let me know when the room was ready.

The following day at 11:30 I had not heard from anyone so I stopped by on the way to lunch and they had not even been made aware of the issue as this was a different staff member. I had to re-explain the issue, show my reservation again, and hope for moving to the correct room. We were told soon after that the room was ready, but that the keymaker was out of service. We were able to move into the room that evening when we returned to the hotel.

The room that we were moved to was a king deluxe balcony, but the air conditioner did not work. In fact, it pumped hot air into the room. The entire night the room was 76 degrees. I informed the front desk the following morning and they assured me the issue would be fixed. That evening I was moved to yet another room.

This room, unfortunately, did not have air conditioning that functioned either. The temperature was 77 degrees. I spoke to the front desk again and they again reassured me that the air conditioning was working and that I must have the setting on incorrectly. As I came to find out the following morning from the air conditioning company repairing the AC, the hotel knew of the issue well before this point in time. One of the employees, in order to show me my mistake, came to the room only to realize that the thermostat settings were correct but hot air was coming out of the vents.

At this point I expressed my frustration not so much of having the wrong room type, having to stay in 3 different rooms during a 3 night stay, and rooms without functioning AC, but more at the fact that the hotel does not believe me when I make a complaint about an issue with the hotel. Rather, they gaslight me and make me feel that I am the one responsible for the issue.

I was reassured that I would hear from someone regarding the issues the following morning but I did not. I sent an email to the contact information on the website for the hotel explaining that I did not want to complain publicly but I wanted to make them aware of the issues they are having in customer service. I never heard from the hotel in response. I was never offered reimbursement for the smaller room I was given on the first night which carries a lower rate or any other concessions (not that I expect this or want this to happen).

I do not say this to hurt the hotel as it is a trendy hotel with a nice location, but at this time I would be aware of these potential issues as I was very surprised by the level of customer service. Hopefully they will improve on this as they...

I booked this hotel as part of a birthday stay for my wife and I. There were only 7 total reviews at the time of booking and notes this was a new hotel. Due to its location and the fact it was new and boasting luxury, I thought it would be a swanky stay for the night. Other than it’s prime location and friendly-enough staff, this place completely misses the mark of even most moderate chain hotels, let alone a boutique hotel in the heart of Charleston.

Pros:

Location - As stated, this is in a prime spot one block from the market, one block from water, and surrounded by great dining options. Unfortunately, this is the only pro I can give. The staff was nice but that’s something I expect at any hotel.

Cons:

Noise - This place is so loud. And I don’t mean the hustle and bustle of East Bay Street. The walls and doors are paper thin. As soon as you get into the hallway, you can hear every sound coming from any room down the hall. And when you’re in your room, it’s the same way.

Room: The room was just okay. The nicest part is the bathroom but it took more than five minutes for water to come out hot. Lights and outlets by bed weren’t functional so we couldn’t plug our phones in and keep them by the bed or use the alarm clock. No refrigerator or iron in the room. Also there was not an ice machine on the hall. I called down to the front desk who assured me there was one on the end of my hall but there was not. I ended up going to another floor and finding one. That was just strange.

Theme: The website markets the rooms as “design inspired”. I guess that’s one way of putting it. The halls and rooms have kind of rock-n-roll casino vibes.

Parking: Before arrival, I called to inquire about parking. I was told there was a city garage behind the hotel. The garage was very conveniently located and that was nice, but costs $18 per day, and the day resets at midnight, so for one night’s stay, parking was $36. That’s not really the hotel’s fault, but what’s weird is right in front of the lobby there is a parking area with a car lift where some cars seemed to be allowed to park. No one mentioned that option so it remains a mystery who that is for.

Overall Value: Rooms run around $500/night and due to reasons listed, it’s just not worth it. You can get a much better hotel room or even an Airbnb for the same amount or less. Again, the staff is nice and the rooms are okay at best, but I would suggest looking elsewhere if you’re looking for a quiet, more...

Read all reviews before booking! Wonderful location in the center of it all close to shopping and restaurants. Service from general manager to housekeeping atrocious. Manager Carly Skinner very argumentative (which will probably be reflected in response to this review). Not customer service oriented in the least. All about following the rules. Outside tables must go in at 10pm, never mind a guest might be sitting at one finishing a drink. Very poor communication between off-site office and front desk. Housekeeping did little to nothing - conditioner empty for two days never refilled, toilet broken and handle left in down position running all day while we were out, linens supposed to be changed every three nights but were not. Our trash piled up such that the last day it looked like a small dump in the corner of our room. Last night turn down service supposed to include chocolates but did not even receive turn down service that night. Had to call down to lobby and request our long awaited candy. Hotel lobby chairs with crumbs, pen, other detritus under cushions (see photos). Hotel masking as 5 stars, deserves 2, at most 3. Couple nice people at front desk trying to make up for gross ineptitude of their boss Carly. I literally had to tell her to stop talking so I could get a word in…..The worst part of the encounter was her then blaming her hotel systems issue and own ineptitude on a lower employee and then making THAT employee apologize to me for her mistake. While I was checking in I watched her clumsily stumble through and practically argue with another poor guest as the guest was trying to explain she was being overcharged (which she was). Hotel is highly overrated and overpriced. I think I liked the elevator the best. Will not be returning.

Update based upon response: Yes we did share our multiple concerns with you and they were not all addressed. The maintenance man came up but the toilet remained broken. The trash was never removed from our room. The turn down service the last night never happened. And when we were asked to be compensated for lack of WiFi and service our first two nights the response was “They would check with management and get back to us the next day” which never happened and our bill was never adjusted. So yes, you paid us lip service, feigned concern, but sure were happy to...