Staybridge Suites Charleston - Mount Pleasant by IHG — Hotel in Mount Pleasant

This is a great location if you're visiting Charleston, South Carolina, however there are some very concerning factors about this hotel.||The good:||They have a gym|Breakfast in the AM - the African American lady who runs the breakfast is very kind and sweet made my morning start off right!|Great location - less than 5 miles from Charleston, great restaurants around in Mt. Pleasant, grocery stores very close|Has a kitchen|Laundry room||The bad: ||The Gym:|Unclean gym - I had to ask the staff to restock their sanitizing wipes, the front desk tried to give me a wet towel and I insisted he ask the housekeeping staff to restock it. They restocked it.|The treadmills are both broken - be very careful when running on them, they will suddenly stop and can result in serious injury.||THE ROOM:||The AC is very weak and doesn't appropriately cool down the room - for example, as I am writing this review, I have the freezer door open, as despite the AC being at 65°, it is 70° in this room currently. I understand it's humid outside, but I've been to Mexico many times and even their air conditioning is much better. This is unacceptable.||The toilet has broken parts and just isn't nice - this isn't really significant, but it isn't a good look.||The door doesn't lock immediately after leaving the room- this isn't a security risk. I wouldn't trust management to fix it either due to the failures of the AC and the below occurences.||THE HOUSEKEEPING:||Firstly, the housekeepers do not do any light cleaning on the weekends - I've stayed at Staybridge multiple times in the past and this is the only one that doesn't have light cleaning on the weekends, so if you arrive on a Friday, your room will not be cleaned for two days. Even though the housekeepers will be cleaning the empty rooms for turnover, they will not be able to clean your room. ||After two days without housekeeping, I requested they change the sheets while calling the front desk - I was immediately met with pushback: "housekeeping only does a full cleaning after 7 days." I advised the front desk worker (same worker that advised me to sanitize the gym equipment with a wet towel... tall dude with glasses, idk his name) that we have had no housekeeping for two days and requested again that they change the sheets. Additionally, I left a note on the bed which said "please change the sheets. Thank you!" And left a tip of 5 dollars. The bed sheets were changed but housekeeping left the note on the floor. ||The next day, when housekeeping did a light cleaning, they left the bed looking super messy and failed to empty the trash! It was absurd. They also took the dish cleaning cloth away. We stopped tipping after this terrible service - we typically always tip our housekeepers when at hotels... they do so much and usually deserve it.||I called the front desk and Camille was nice - we requested a different housekeeper, for our troubles she gave my partner and I a snack and a drink - thanks Camille. Camille also promised she would check with management what could be done and follow-up with us. Unfortunately, Camille failed to follow up and instead hoped we would forget her promise. Just another example of poor customer service... from the lower levels to the medium levels of management.||After Camille had the housekeeper changed, thankfully the bed was made, and the garbages were changed, but they forgot the dishwasher pods, so we went to Camille to get more - this is when she failed to advise us on the conclusion of management's decision/communication. It isn't a good look when management states they will follow-up and they hope you forget instead of following through with their promise. ||Today (6/7/24), I slept in until 10:30 AM, left my room at 11:30 AM, and when I returned at 5 PM, housekeeping never even touched my room at all. So if you leave even slightly later, they will skip your room and you will miss out on a day of cleaning, which seems to be a failure to maintain their promise of "daily housekeeping." I called the front desk and they said all they could do is have me get towels. I had to insist they take down a note and have management contact me regarding this failure, as there is no management until Saturday morning, despite my calling at 5 PM. Do not expect management to be at this location at any given time.||Hilton is around the same price - if I ever visit Charleston again, I will skip this location and go with Hilton due to the above failures of this Staybridge staff. ||Thankfully, Charleston and Mt. Pleasant are great locations so these inconveniences were minute in the grand scheme.||I would skip this location if I were you - too many avoidable failures on behalf of the staff...

I have earned a huge percentage of my Diamond Elite points at this hotel and at least 10 of my co-workers stay here and have always enjoyed our time there. It may now be time to find a new hotel.

So many issues! First the door leading out to the fire pit, grills and pool cannot be operated with a key. This causes hotel guest to prop open this door since it is the main door to access the hotel amenities. This creates a huge security issue, allowing anyone that wants to come into the hotel access anytime the door is left unsecure. This is unacceptable and should have been fixed right away. The there is the gas line going to the fire pit and grills. I knew this line had a leak in it over a year ago. Why was it not fixed? Then one night the fire pit exploded and luckily no one was hurt! This required the gas line be secured to prevent further issues. This left the fire pit and grills out of order for the month I was there. The first idea to fix the issue was to drill holes at the base of the fire pit to vent the trapped gas?! Someone must have realized that wasn't a good idea and decided to dig up the gas line at the building, to isolate the leak to the fire pit and then turn the grills back on. Then someone thought it was a good idea to rip out the concrete fire pit and replace it with a cheap freestanding fire pit. This is a problem because it is not secured in any way, has no igniter and has to be lit using a match or lighter. There is no way to turn off the fire pit from inside if something does happen. Crazy! This is truly and accident waiting to happen!

Next the washer and dryers. I love the fact they are free, but does that mean half of them won’t work? When I checked into the hotel at the end of January, the were numerous washers and driers out of order. Most the those where down until the end of March. If parts are that hard to get it might be time for some new machines. If the hotel engineer can’t fix the machines, it is time to call someone in that can.

Last, the breakfast and evening social need to have more variety. If I stay at the hotel for a month, I should never see the same thing served at the evening social during that time. You would need a rotation of 12 items to do this. Don’t think that is too much to ask for. Breakfast is almost always sausage links, then patties, then turkey sausage. Once in a blue moon you get bacon or hash. Lots of other meats could be served.

Remember a lot of people stay at your hotel for long periods of time and are away from their families and want it to feel like home. Please remember you long term guest and try to think what it would be like not to be able to use the grills to have to fight for a washer and dryer and eat the same...

I normally don't like to write negative reviews as my wife are frequent hotel guests and we realize that you can't always have a perfect experience. What truly matters is if you feel valued and cared about during your stay. For this particular stay, most of the experience would have been perfect if our reports of the air conditioner malfunction would have been dealt with. We reported the struggling air conditioner after the first night when the temperature was rising during the day and our air conditioner could not keep the room at a comfortable temperature. The front desk associate gave us a small fan and told us he would report this issue to the maintenance person promptly and have it dealt with as well as talked with the manager about reparations. We heard nothing back the entire day and since we don't like to complain, we spent a 2nd uncomfortable night in the room. I reported this issue to a different front desk associate the next day who said they would check on it but acted like they had no idea we had reported it the night before. Again, we heard nothing back the entire day so we spent our last night there very hot and uncomfortable. Finally during the check-out process, I mentioned it to a different front desk associate that they should get the air checked before assigning that room to another guest as we spent 3 uncomfortable days there. She like the others acted surprised that we hadn't reported it to which I advised her we reported this issue multiple times to no avail. She said she would take care of it for us and make it right and then proceeding to hand me my receipt with the full charge of all 3 nights. To this day, 7/10/24, I have yet to be contacted by anyone representing this hotel to "make anything right" so I felt compelled to write this review and warn others. If you're interested, it was room 401 so if you're assigned this room, you may want to ask for a different suite. I hope this reviews helps someone else avoid a poor experience at this...