Embassy Suites by Hilton Charleston Harbor Mt. Pleasant — Hotel in Mount Pleasant

A Comedy of Errors and a Disappointing Stay at Embassy Suites Mount Pleasant Overall Rating: 1/5 Stars Review: My recent stay at the Embassy Suites by Hilton Charleston Harbor Mt. Pleasant was, to put it mildly, an absolute disaster. After a long 9-hour drive from South Florida, we were excited to check into the two-bedroom harbor view suite with a king and a pull-out that we had reserved a month in advance. Unfortunately, what followed was a series of frustrating events and a complete failure of customer service. Upon checking into our room, we immediately noticed it was the wrong room type. I called the front desk and spoke to Rick, a manager, who claimed they were completely out of the room type we had booked and couldn't help. This was baffling, as we had a confirmed reservation. A short time later, Stephanie, the person who had originally checked us in, called to "sincerely apologize" and, out of what I can only describe as a "magical operation," suddenly found the room we had booked. Relieved, we packed up all our belongings and moved to the new room on the third floor. Our relief was short-lived. We got into the new room and realized it had no harbor view, which was a key feature we had paid extra for. I called the front desk again and, of course, Stephanie answered. She was completely unhelpful and aggravated, telling me there was nothing he could do. I asked for a refund for the extra money we paid for the harbor view, but all she offered was Hilton points, which I explicitly told her I did not want. Sh gave them to me anyway. The frustration continued when I discovered a gross, sticky patch in the middle of the carpet while walking barefoot. After a long drive, I thought it would be safe to walk in a room I was paying a premium price for, but I was wrong. I went back downstairs to talk to Rick about getting a clean room. He just stared at his computer and said he'd call me the next day if something opened up. He never called. The next day, when I had to go to the front desk just to get towels for the pool, I saw Rick again. He asked about my stay, and I mentioned the sticky patch and the fact that I still didn't have the harbor view I paid for. He asked why I hadn't come down to talk to him, and I reminded him that he was supposed to call me. All of a sudden, a room became available—the room I had paid for all along. For the third time in three days, we packed our things and moved. You would think after all this trouble, they would have offered an upgrade or a proper apology, but no. I also tried to take this up with Trivago, who I booked through. They have been communicating with Rick, who is telling them that I was given Hilton points as compensation, which again, I never wanted and do not consider to be a fair resolution. All I wanted was the two nights refunded for the trouble and the fact that they repeatedly put us in the wrong room. Rick tried to "smooth things over" with a bottle of wine and a candy for my daughter, but I would have much rather he simply given me what I paid for. To make matters worse, the pool area was a mess. There were towels and dirty plates everywhere, and we couldn't even find a clean lawn chair to sit on. With only a handful of guests outside, the sheer lack of cleanliness and employee presence was shocking. One night, we were just hanging out in the lobby when I noticed a heavier set lady asking the party beside us if they come to the Hilton a lot, and the guy remarks oh we're here all the time. So she declares she's going to give them free Hilton points. Now I'm sitting over here thinking, if they can take care of them and give them a free night stay with Hilton points why wouldn't you offer us at least 2 nights in Hilton points that we received the wrong room? Bewildering to me they were just passing out points like candy but couldn't take care of us. I will not be returning to this location. We will be taking our business back to the Charleston Harbor and Marina, where we have always been taken care of, given the correct room, and can walk barefoot...

This is a beautiful and conveniently located property. Could SO easily be a 5 star review, but I can't quite get there. ||First, the good stuff, and there's plenty:||The property itself is beautiful - lobby, location, etc. It's shiny and "new", lobby is beautifully decorated and very welcoming. |Check in was easy and they did their best to accomodate our mid-week early check in request. (we got in about an hour early - much appreciated!) |Elevators were quick and they had 3.|Rooms were spacious.|Breakfast was great (better than most Embassy Suites) and while we didn't use food services for other meals, some in our party did and said it was extremely good for "hotel restaurant food". |location is convenient to downtown ( if you're driving) and is an easy drive in the other direction for Mt. Pleasant and beaches. |There's a great park and a fishing pier on the property! (Walking distance)| views of Charleston Harbor - caught a beautiful full moon over the water one night!|nice pool, beautiful, relaxing courtyard, gorgeous landscaping. |USB ports plentiful! Should be standard everywhere, but always nice to find this!|Nice TVs in suite. Not that we're there to watch TV, but nice to have. ||Now, my "knock a star off" stuff:||The temp in the rooms was wonky. Sitting area was comfortable but sleeping area was always stuff and several degrees warmer.|Bed was very, very "basic" and not very comfortalbe. Pillows were terrible. Flat as pancakes. I had to fold mine in half (it was so flimsy it folder easily)|Though we spent very little time in the "living area" - the sofa there was terribly uncomfortable. No one needed the sleeper sofa but I can't imagine it would be comfortable. | Furnishings looks OLD, and were sparse. For example, no dresser in bedroom; just some weird shelf attached to the wall. Shelves in closet, etc. Nightstands had drawers, but the pieces themselves were very battered-looking. So odd for such a fresh, newish property.|there was almost no art on the stark-white walls. Just weird, especially when the lobby was so nicely done. So much empty wallspace! |Toilet wouldn't flush. As in, pushed handle, and nothing happened. We could take the top off the tank and jiggle something and it would flush a few times, but then it would stop again. Took 2 separate calls to maintenance to get it fixed. |This is more of a "general hotel room" complaint, but WHY in the name of anything normal is there only one hook in the bathroom, and not nearly enough spots for 2 people to hang a wet towel??? And this being a beach-side town, with a nice pool, people might have bathing suits to hang up?? (by "people" I mean ME!) |Really aggressive (although friendly) "hilton vacations" representative made the rounds while we were relaxing in the courtyard. She was nice, but honestly, Hilton's getting annoying with this ish. She spent about 5 minutes chatting us up. |PARKING. You have $30 a day added to your stay for parking, and the parking garage (next door) is not easily accessible from the hotel. You have to park on the 3rd floor, you have to pass through 2 very fussy sets of gates to GET to the 3rd floor (press button, wait for sometimes a VERY long time for a response). Then, you either have to walk down 3 flights of stairs or take separate elevator to an alley (uncovered) between parking deck and hotel lobby. Getting luggage to and from the hotel from the parking deck was very challenging. ||Overall, despite all my "cons" I'd stay here again. It's pricey, but it's nice and convenient. (and it's Charleston. Everything is pricey) The frustrating thing is that just a little effort could make this a 5 star property. Parking sucks, but it is what it is -- maybe they should consider a valet option? I'd have paid for that. Pillows definitely need replacing. Rooms need some TLC to make them seem worthy of $400 a night. And please, hotels everywhere - more space to hang towels, etc in...

Check in was painful on Sunday 7/17 It seems that the Embassy Hilton Mt Pleasant SC is short staffed that is what we were told by the staff working. Guest were lined up in the lobby while the check in desk was trying their best 4 o'clock check in never happened. We had to downgrade our reservation to get into suite which was on the first floor pool side around 5.30 pm. I understand that children away from home and parents are looking to enjoy the property the pool was still going strong at 11pm an hour after closing making for a loud stay that first night in a room that we settled for. Our room was clean although the linens and towels seemed damp like they never finished in the rinse cycle during washing. The happy hour on Sunday was filled with guest that still had not checked into a room some waited to after 7 pm to get settled.

The happy hour chips, salsa and some cut up veggies went fast as families with children fed them first then parents waited on the long line for a cocktail. Nothing special beer wine and mixed drinks the snacks not a selling point.

The bartender explained that there were issues with help and apologized he was the only person on staff that did , a very nice fellow working hard. Breakfast was the best part of the stay the staff was nice and efficient the coffee was hot and good.

We chose to check out a day early as after a long day in Charleston we returned for happy hour Monday before heading out for diner. Being served was warm cubed cheese and some little toast both were unappetizing with the same goldfish pretzel mix dispensers getting a work out.

We have stayed at Hilton properties many many times in the past always our first choice, while making the reservations we finally got the Hilton honors thing worked out this time and were awarded points for our last stays this year-- all other stays were lost.

The hotel itself is very nice it is brand new we were told while making the reservations on the phone. We never received a email confirming our stay I had to call the hotel to confirm directly.

There are always little issues with any stay away from home the staff Sunday here were in over their heads. While checking out a day early there was only one attendant who was polite but did not ask us why we were leaving.

I did inquire why the room rate was increased for weekday stay over the weekend rates I was told it gets more expensive each day during the week of your stay even booked in advance that was a new experience.

This hotel is located in a great location for getting around into the downtown area called the French Quarter. The property has good parking , you will need to remind the staff if you are handicapped not to charge you to park in the garage something I had to work out while making the reservation over the phone.

The staff could not answers any questions about the area attractions which was a disappointment my wife did receive a tourist map which was helpful. If you chose to stay here be patient while you try to enjoy your stay.

We had hoped for a better experience as Charleston is a nice place to spend a few days the Hilton Mt Pleasant needs to manage the staff who clearly can not handle the volume of guest...