Hilton Garden Inn Charleston / Mt. Pleasant — Hotel in Mount Pleasant

Stayed 6/19/2024 - 6/22/2024. No one was at the welcome/check-in desk. We stood there for a couple of mins before the staff finally showed up to greet us. That first night we had prepaid plans in town and started but as we were leaving, we realized the door would not shut and lock. I could just push it openly. We tried different methods to try to force it shut to lock but no luck. I went down to the check-in desk. The lady at the desk didn't seem to concerned. I asked if we could get a maintenance guy to come address the safety issue so we could leave. The lady told me that "he wouldn't be able to come until the morning probably because he's off." I reminded her this is a safety issue and not something to avoid. She then said, "well it could take him about 30 or 40 mins." I responded, "ok so what. We had several back and forths. I then asked if we could be switched to another room then. She denied the request and said all rooms were booked: even though half the parking lot was empty. So I responded, "Ok, then you need to call the guy to come fix the door." We had several more back and forths about her trying to avoid calling the maintenance guy. I reminded her we really had to get to a prepaid tour, and if she couldn't help me with locking the door or getting a different room then I guess me and the wife could just reload everything back into the car (so it didn't get stolen from the room while we were gone), and then unpack everything yet again when we got back from the tour. She finally gave in, called him, and he told her to check the room. So she finally came up with me to the room and saw the issue: that it wouldn't close and lock. We all played with the door a few more minutes and realized that if we 'forced the door up with a lot of pressure', it would finally 'click' then and "lock." So we all three were finally able to get the hotel room door to shut and lock fully. I asked her to please call the maintenance guy while we were gone on the tour and let him know the issue and please have him fix it before we got back from the tour. We now had enough time to get to the tour we booked so we didn't lose that money (because obviously the Hilton wasn't going to give us that money back when they didn't care we'd miss the tour because of their broken door). I was very disappointed in her lack of concern or energy to get the issue fixed and addressed. But, the "issues" didn't stop there. When we came back that night, it was clear no maintenance guy every showed up to fix the door: nothing was addressed. So the issue was the same and we slept that night very nervous. Side bar note - Every night we were there, the electronic locking system on the door was constantly make odd sounds, like it was locking and unlocking or something. Not sure what those sounds were about. It made it sound like someone might be trying to get it but not. The Next morning (the 20th), we woke and left the room (double and triple checking it would shut and lock) for another planned tour (put the sign on the door to not enter) and when we came back later in the day it appeared someone had finally fixed the door. But no one called us in advance or let us know they were coming or that it was fixed. You'd think that was the end of it, but no. The next day (21st) we left the hotel again (kept the sign on the door to not enter and double and triple checked the door would shut and lock) to check out the Navy Carrier down the street and when we came back hours later, it was clear someone entered our room and the door had never fully locked from whoever came in our room earlier (staff, maintenance, who knows). So all I had to do was push the door open (didn't need key card) because who ever entered it before we came back never made sure the door actually shut and locked. All our stuff was in the room. This is not good. This is not safe or secure. This was a huge safety concern and the staff there didn't seem to care. I've never seen that from a hotel before and this is the Hilton. I expect better...

So I didn't spend a full day at this hotel. I reserved my room on a Monday or Tuesday earkier that week, and I was scheduled to check in on Thursday June 26, 2025; however, I arrived after midnight early Friday morning/Thursday night. As I was checking in, the gentleman at the front desk explained to me that some of the rooms were experiencing issues with hot water. He also said he wasn't sure which rooms, but he knows that it's been an issue for the last few days and it hasn't been resolved. He then told me that I would have to reach out to Expedia for any type of refund since I booked through them. So pretty much I was going to be charged for the room regardless until I could reach out to Expedia to give me my money back. I explained to this gentleman that I had just driven from Houston, so I was going to check in but that I would also be checking out the following morning. I also asked him why I wasn't notified, and he said that they have no way of notifying Expedia customers. Either way call me when I got to the room first thing I did was check the water because I have been driving for hours and I really did want to see if I could get a hot bath in. Sure enough, the hot water wasn't working I couldn't sleep so I decided to go ahead on and call Expedia Expedia proceeds to tell me that they were not aware of this issue with the hotel, and that the hotel is supposed to notify them that when they're having issues that could affect you know residents. I told the gentleman over the phone with Expedia that I needed a refund, he then tells me that they need to reach out to management to confirm the issue before I can get a refund. Expedia places me on hold, and then comes back to let me know that they did speak to the front desk guy about the issue, they confirmed that there is an issue with the hot water, but the manager was not on duty and they would have to reach out to the manager tomorrow before they can issue me a refund. This is a reason for this rating because this hotel should have let Expedia know and Expedia in return would have let me know. I also wasn't satisfied with the runaround with Expedia on how to get my money back so I will be filing a Better Business Bureau complaint against expedia. I was eventually allowed to check out with no fees the following morning, but even the manager on duty the next morning had a bunch of excuses about why I was not contacted before which just sounded like a bunch of BS and completely unacceptable. Also information about the location is kind of misleading I felt. I wasn't aware that there was a long bridge that you have to drive across to get to downtown...

I am an avid & loyal Hilton gal, but this trip kind of bummed me out. We were here on a Hilton Grand Vacation, so there isn’t really room to complain when It was free, but I want other guests to know what to expect when they are paying for their stays. The beds are less than comfortable - too firm and almost feels as though they are at the end of their life cycle. The manager on duty when we checked in was not very kind. We had just made a very long drive from up north and It was not the pleasant greeting a Hilton honors member should receive. The app wouldn’t give me my digital key, so I had to check in physically (which is usually fine!). The app had already charged my credit card and she was trying to get me to pay the fee again because It wasn’t showing up on her end which is obviously the fault of the system, not mine and I was made to feel dumb which is not how I wanted to start my vacation. When we arrived to our room, the digital key lock covering fell off just by opening the door which looked to be an issue on most doors in the surrounding area. The flusher on the toilet was very difficult to work and needed 5-6 tries before It would actually flush. The final thing that pushed me over the edge was when we checked in we were told that housekeeping would need to be requested during our stay if we wanted It. Which was fine - because we didn’t need/want It. However, we came back to our room on our 3rd day and It had been entered & “cleaned.” The bed was changed & made and the towels were replenished. This would have been fine, However, I was told that no one would be entering my space unless I asked so It felt weird to enter the room and see that people had been in It. It felt of a small violation of my privacy as I didnt secure some things I would have had I known people were going to be in the space - so overall, I am very disappointed in this hotel experience.

The gym was...