Best Western Pawleys Island — Hotel in Georgetown

I had such a disappointing experience on 9/1/24. I checked in after 8 pm and the front desk lady was pleasant and let me know she had one room left for my family. I gave her my license and my husbands debit card. Then she asked for my husbands drivers license, which he doesn’t have yet due to being in process of becoming a legal citizen but that isn’t her business. He provided his passport. She asked him multiple times if he had a drivers license which obviously we would have provided if he had it upon the first request. And then she asked if he had a permanent address in the United States and I told her we live together and his card’s billing address is the same as on my license that I provided for her. She replied well I need his address to match the one on the card and I assured her it’s the same. It made my husband feel uncomfortable but thankfully she gave us the room after us signing no pet NO SMOKING paperwork. Well we walked out and moved our car and found our room and as soon as I opened the door to my room 222, you could tell it had been smoked in. Not like a freshly lit cigarette but like it had previously been smoked in. I sat there for a minute discussing with my husband what to do because the receptionist told us this was the last room and he said just go talk to the front desk to let her know and discuss your options. So I went down stairs to let her know and see what we could do. She looked up the room on the computer and said her housekeeping supervisor would have let her know if the room smelled like smoke and there was no note left. I asked her if she could come up and smell it herself and told her I’m not sure if someone did smoke or if the smell is coming from another room but I don’t want to be blamed and charged for the smoke smell. She replied the smoke smell wouldn’t come from another room, it wouldn’t pass through the walls. She was being short and frankly treating me like I was dumb. When opened the door she said someone definitely smoked in here and if it was you I’m going to have to ask you to leave. 🤯I couldn’t believe she said that. She said well you checked in 20 mins ago, insinuating I had time to smoke in the room. I DID NOT SMOKE IN THE ROOM and again room didn’t smell like a recent cigarette smoke but like someone had smoked in it previously. It smelled like someone smoked in it then the room had been cleaned. Clearly no one smoked in it in hours or the whole day but you can tell it had previously been smoked in. She proceeded to tell me I shouldn’t have brought anything in the room and called her. Well my kids ran in the room as they do and threw their stuff down as soon as I opened the door so what could have been done at that point? She then said well the room is now “dirty” since we touched it and she couldn’t sell it so I might as well stay. So rude. I told her I was uncomfortable staying there and she said she would take my word for it that I didn’t smoke but would have to let the managers know and they would ultimately decide how to handle this situation. I packed up my kids and left since she clearly decided to take my complaint to try and accuse me of doing exactly what I was complaining about. She was being passive aggressive and accusatory and treated me like I was an idiot. I’ve never felt so offended and uncomfortable in an hotel that I checked out within 30 mins of arriving. I am so hurt that someone else smoked in the room before I arrived and I paid over 200 dollars for a night only to be accused of smoking. Hopefully this doesn’t happen to any other guests because it was truly a terrible experience. Someone needs to educate her on proper customer service and how to properly handle complaints. Anyone that treats people like how she treated me has no business working in...

I wish the wonderful staff didn't have to work in this building. If I could deduct stars, I would! To begin with, when I booked the hotel, it was advised as a "handicap accessible room" it is not." It has a rail in the bathtub. There's no way a wheelchair can get into the bathroom! I have mobility issues, and it's difficult for me to get into a tub. A person who is dependent on a wheelchair could only use that tub by crawling through the filthy floor and pulling themselves over the side of the tub! The tub that didn't drain unless you wedged something under the plug! Then, in the first room they gave us, my husband got locked in the bathroom at 1 AM, and I tried to call to the front desk, but the phone wouldn't dial out. I walked down and told him that he was locked in. The desk clerk tried to call a local lock Smith. But as it was the Christmas weekend, they couldn't be reached. He suggested he could try the fire department. I suggested a flat head screw driver. He then called the hotel manager, and I heard him say "yes 117, yes, again...." So it's happened before and they have not fixed the problem! I made it clear to him that this is a violation of several safety protocols... and he went to find a screwdriver. I went back to the room to tell my husband what was going on. A minute or two later, the clerk came and popped the door open and said that he was going to refund the cost of the room. About 2 AM, he called and said he has another room he can move us to, so we moved rooms. The next room was only better, in that the bathroom door didn't trap us in! The tub was still not an accessible tub. It still only drained if we wedged something under the plug. There was rotting fruit in the refrigerator. The staff only dropped off towels, and they didn't clean the room over the 4 day stay. They did take the trash every day except Christmas day. The WiFi was spotty and would just stop working for no apparent reason and at odd times. The entire staff were very friendly and kind, especially the ladies who are in charge of the breakfast! Miss Cynthia is the friendliness lady in Pawleys Island! And Best Western should give...

Great location to the beach but not managed well. While I did not have an unpleasant interaction with the team, It's a good thing I traveled with my own cleaning supplies because I had to deep clean the bathroom because hair from a previous customer was all in the shower and on the sheets. There is no way anyone cleaned the bathroom before they would have saw the disgusting hair sticking to the shower floor and wall. When we mentioned the rust dripping in the shower, the hotel manager gave us supplies to clean it up ourselves....WHAT??? Given covid, we would have been happy to leave the room and have the room cleanedproperlyby the staff, but I was very disappointed and couldn't relax while in the room because clearly no one took time to care about the cleanliness of our room. There was no apologies or any compassion for the fact that I'm on vacation but have to clean the room as if I were a room attendant. The hotel manager was responsible for attending to every room so often times she was away from the front desk and no one else was staffing the front or the phones.. DO NOT stay here if you take pride in cleanliness and being able to relax. We didn't even receive an offer to comp part of the cost for our inconvenience. I highly encourage Senior management to audit this location randomly because those awards in the lobby no longer apply to this location. It should be shut down and employees significantly trained on how to properly clean because clearly the staff seem to be cutting corners daily with no regard for customers health and safety. DO...