AC Hotel Greenville — Hotel in Greenville

Very disappointing experience, and that is an understatement.

First off, the AC Hotel Greenville is a beautiful property. It’s ideally located, stylishly decorated, and meticulously well maintained. Unfortunately, these are the only positive comments I can make about my weeklong stay with my partner at this hotel.

There are no bellmen available to help with your bags, so be prepared to load and unload your own luggage as well as to schlep it up to your room all on your own.

Guest rooms are “refreshed” only every second day, which is not really an issue, except that the service is unreliable. My partner and I left our room around 11:30 in the morning on the day of our second scheduled room “refresh” and I specifically stopped by the front desk to make sure the room was going to be cleaned...we were assured that it would. When we returned, around 3:30 in the afternoon, the room was just as we had left it. A four-hour window seems like it should be plenty of time in which the staff could have accomplished that task, especially when we went out of our way to request it. When my partner called the front desk about the situation, he was curtly informed that, since we had our “Do Not Disturb” sign out when housekeeping initially came through (at the crack of dawn), they took it to mean we did not want the room cleaned at all that day. I’m sorry, but when guests are on vacation, I think it’s unreasonable to expect them to leave their rooms early in the morning to accommodate housekeeping’s cleaning schedule. The situation was eventually resolved, but it never should have become an issue in the fist place…nor should the front desk staffer have been so rude, argumentative, and unapologetic about it.

The water pressure of the sink faucet was barely a trickle, and the shower had virtually no hot water.

The noise level of the hotel overall was surprising as well…music blaring in the lobby so loudly that I literally had to step outside to make a phone call. We were located on a high floor and could hear carts (the hotel laundry must be over the seventh floor) being loudly rolled back and forth above our room at all hours, imagine the sound of bowling balls being randomly rolled across the ceiling. Guests on upper floors need to anticipate loud, thumping music well into the night from the rooftop bar also.

The valet staff varied from friendly to downright surly. One valet handed me my car keys without a word, a smile, or a hint of eye contact…while practically snatching the five dollar tip I was handing him out of my hand…and without a “thank you” either.

The final straw, and the reason I decided to post this review at all, was the experience we had on our final day at the hotel. My partner, who is a Marriott Bonvoy Gold Elite member, called the front desk to ask if we had the option of late checkout. With the same rude, level of customer service we had experienced for the entire trip, he was informed that checkout time was twelve noon and that we were “expected” to be out of the room by that time. After a week’s stay totaling a cost of over three-thousand dollars…THREE-THOUSAND DOLLARS…this hotel would not offer a one-hour later checkout time to a Marriott Bonvoy Gold Elite Member. We found this almost impossible to believe, and definitely made our minds up never to stay at this hotel again, and certainly not to recommend it to others. This is my second truly unpleasant experience with a Marriott property in recent months, so I will be very hesitant to stay at a Marriott hotel of any type in the future...which is a shame, because this used to be such a consistent and reliable hotel brand.

Greenville is a wonderful city with a lot to offer, but don't make the mistake we did. If you expect courtesy, professionalism, and hospitality from an upscale hotel chain...book your...

I had a wonderful stay at the AC Marriott in Greenville, SC and the customer service was excellent. But my post stay experience was awful.

I left my sunglasses in a cloth case and I asked them to mail it. Here is the email exchange I head with front desk supervisor Joy Rugh

I don’t appreciate you hanging up on me. That is very unprofessional and disrespectful. You were talking over me and didn’t give me the opportunity to speak.

I was a guest at your hotel. I own a business and if I treated my customers the way you treated me, I would be out of business. I was not harassing you but just upset that you were not being cooperative. It was a simple request and you were not very accommodating. I go over and above to please my customers. I certainly did not feel like a customer. You did nothing to mitigate the situation and empathize with me. You ended up making a mountain over a mole hill for such an easy request. I even said I would pay for the cost of stamp and you can charge it to my folio as an additional incidental charge like you did for parking. Rules can sometimes be bent but you obviously don’t have the authority. I was told yesterday by Savannah that my request was not unreasonable and you would honor it. She was misinformed.

I am extremely disappointed how I have been treated and I will no longer stay at your hotel in Greenville. You put a bad taste in my mouth for an otherwise great stay. I would like to commend AJ who checked us in and let us extend checkout by 1 hour. She treated us with respect and kindness like an important customer should be.

I spoke to Simran and Savannah over the past couple of days and yesterday I was sent a link to have the soft cloth glasses sleeve shipped . The price to ship something so small and weighs almost nothing ranged from $24-$57 when I filled out the information through the link. This is exorbitant and ridiculous when the item is worth less than $5. All the options were UPS only. There were no other options liked USPS or FedEx. Would you pay that much to ship it?

I asked to simply put it in a regular envelope with a copy of my folio and mail it to my home address. Is that unreasonable to ask for? The cost to mail would be the cost of 1 U.S stamp which is 78 cents. I live 2 hours from Greenville and I wasn’t going to drive there to get the item. My time is valuable. I come down to Atlanta a few times a year and would have just picked it up on the way to Atlanta.

I’m a Marriott Bonvoy member. We were very happy with our stay on September 1-2 and the customer service was excellent. Unfortunately the customer service post check out has been very poor. You were being very difficult and disrespectful and my request was not unreasonable.

Unfortunately I have no choice but to write a poor review about the customer service at your hotel which is a shame because I typically stay at Marriott properties when I travel for leisure or business.

I will be reaching out to the general manager to provide this feedback. I hope you realize that your behavior towards me was inappropriate and I would expect an apology.

I’m sorry I got so upset at you but I was frustrated that I was not getting help after speaking with multiple people at the hotel. Both Simran and Savannah were pleasant but that was not the...

My boyfriend and I stayed on opening weekend. We visit Greenville often so we were excited to book reservations with a brand new hotel while on a short vacation from home. To start, the military discount is only provided to you if you are traveling on military business, something that we were not informed of until checking in, a bit rudely too. I can't recall the woman's name, but if management is reading this it is the short white, brunette woman on Saturday between 2-4P that checked us in. It was evident even with her sweet greeting, albeit a bit flippant, that she was not her best self, as was the case with the rest of the staff. While I understand this was a busy weekend for the staff, the attitudes came as a shock. There was no composure or genuineness amongst any of the staff we interacted with or saw. The hotel was visually steady, not high volume. That being said, I expected more professionalism and courtesy. If they were not accustomed to that sort of volume they could have handled it with more composure.

The only app we could get to work on the TV was Youtube. None of the other channels were able to be selected.

The smoke detector beeped every few minutes. It was a constant annoyance.

The sheets were scratchy! They felt stiff and rough like they hadn't even been washed. For a hotel trying to come off as a luxury brand they were anything but. The quality was disappointing. Hopefully they'll upgrade after bringing in more money but it's evident they went the cheap route with the linens.

My favorite part (sarcastically speaking) was the wine pricing. It's to be expected there will always be an upcharge on alcohol at a hotel. But the percentage was outrageous. Specifically speaking 7 Moons red blend which sells off the shelves for $9.99 was listed for $38. Flor De Goda sells for $11.99 off the shelves and was listed for $60. When I saw 7 Moons on the menu at that price I laughed.

The good: The hotel is beautiful. I love the courtyard and the way everything was decorated/designed. The room itself was very clean. They had paid careful attention to cleanliness that we appreciated. I enjoyed the setup and love the floor to ceiling window. The gym was also very nice. We put in a quick workout before returning home. I have a habit of wiping anything down before using it. It's a good thing I did because the wipes came off dirty and brown on the yoga mats. (And I mean brown, brown. It was clear they hadn't been cleaned at all.) The bartenders were very nice and pleasant Saturday evening.

AC Hotel is trying to be high end and based on my personal experience, failed greatly. I'm sure after trial and error they will get the kinks worked out but this was a bad first impression for something brand new. We have stayed in other hotels by Marriot that were always 5 stars and were greatly disappointed by this stay. We will not be staying with AC in the future and recommend our family, friends and social media followers choose somewhere else you will be far more comfortable...