DoubleTree by Hilton Charleston Mount Pleasant — Hotel in Mount Pleasant

If I could this place a zero rating I would. We had many problems with this hotel. I stayed at this hotel from June 30 through July 3. When I checked into the hotel, I made sure to schedule housekeeping (this hotel requires that you give a 24-hour notice to get your rooms cleaned). No one showed up day to clean our room. We were 3 people in this small room, and no one came to clean it. It was filthy. I had to call down for trash bags to empty our trash, clean towels, and get toilet paper. All those things would have been placed in our room during the cleaning service. When you pay $250.00 a room per night you do not want to clean your room. Our room was disgusting. We were gone from 7 am to 3 pm on Saturday and when we got back to our rooms, they were still filthy. No one cleaned our bathrooms or replaced new towels. We also had a problem with the shower it would only stay on too hot you could not make it go to cold. Another concern with the hotel is safety. The front door passed the main lobby door for guests to enter was supposed to be locked at all times per the sign on the door. But I used the door multiple times and found the door to be opened. So, anyone could just come in the side door. Also, our room door we found would not properly close and lock. We had to make sure the door was pulled hard to make it shut. The parking lot has 2 signs saying park at your own risk. So, this is another factor that I found disturbing about this hotel. If something happens to your car the hotel is not going to do anything for you. Next, when I went to get an extra key for the room. The night manager said your room 218 right and I said no I am in room 703. Then another black woman came to the desk, and she said I am room 218 when the other lady at the desk asked her. So, to me that means to me that the night manager is racist and believes that all black people look a like and of course we do not. I told all of this to the Manager when I checked out and I asked for a discount or comp the room. He said he could not do that. That he needed to do research. But the manager did not ask me any information about what happened so how is he going to do any research. I am appalled by the behavior of the night manager and the morning manager I talked with. I will not be staying at this hotel ever again. For a Hilton I expect much better service. This really put a damper on our stay. I would not recommend this hotel to my...

We had high hopes for this hotel. We came to my pleasant for vacation and booked 2 rooms for 1 night so that our kids could have an extra night of vacation. It turned into a nightmare. At 9 p.m we came up to our room to get dressed for dinner. 1 of the rooms would not unlock. We were given new cards to try, that did not work. So half of our party couldn't get into their room to get there belongings for dinner. They ended up having to get the maintenance man and reprogram the lock. It took THREE HOURS. We had to pile all 9 of us into 1 room, with hungry tired kids. We ended up having to go and get our kids fast food on our LAST NIGHT OF VACATION. On top of that our children couldn't get in bed until midnight. This is our first time staying at this location, the customer service from the general manager Lindsey Wright was terrible. She could care less about our inconvenience and told me "well we try our best, we can't help that happened" but a room was $260 for 1 night. This is a business and if there are issues that are THEIR fault, they should take FULL responsibility and fix it. I heard multiple people complaining about the breakfast and should have taken that as a sign. The breakfast was mid and the workers had the worst attitude. They offer omelettes, but when my party asked for some, we were given attitude and rolled eyes. I had a police officer come up to me that was here for a convention. He said he's been coming here for the past 10 years for this convention and that this was the worst stay with the worst customer service for him as well. And I think that speaks volumes. Needless to say, I will be warning everyone of this hotel. Save your money and stay at a Holiday inn. This place does not care about your money, your time or your stay. The worst customer service I have experienced in a long time. I also stayed with a travel agent, who will make sure to keep all of her clients (who REGULARLY stay in Mount Pleasant) to stay away from this hotel and the Hilton name. DO NOT BOOK YOUR FAMILY VACATION AT THIS HOTEL, GO LITERALLY...

I am deeply upset by the mistreatment I experienced from the manager at the hotel. As a cancer patient suffering from radiation-induced dementia, I had planned this trip as a celebration, a brief escape from my illness. However, due to a mistake, I made a reservation for the wrong evening. When I called the manager to explain the situation and request a refund, he was incredibly rude and unhelpful.

Despite my genuine need for the $146 and the fact that the stay never happened, the manager adamantly refused to refund my money. Instead, he coldly insisted on transferring the reservation to another night, ignoring the fact I decided to not continue with the trip as the area is to experience bad weather in the coming days. When I inquired if this policy was set by Hilton or his personal decision, he evaded the question and callously stated that he could only offer the reservation transfer, not a refund. I even mentioned that guest services was willing to refund the charge, to which he callously retorted, "yeah, well, guest services doesn't pay our bills."

This heartless response is a clear indication of the lack of empathy and understanding exhibited by the hotel management. It is deeply disheartening to see such disregard for the well-being of a guest, especially one who is battling a serious illness like cancer. This incident has shattered my faith in Hilton's commitment to its guests' well-being and comfort.

I have been a loyal Hilton Honors member for years, but this experience has left me utterly disillusioned. I have decided to cancel my membership and vow never to stay at a Hilton hotel again. It is appalling to think that a company of Hilton's stature would treat a suffering guest with such callousness and indifference. This incident not only reflects poorly on the specific hotel and its manager but also tarnishes the reputation of the entire...