Crowne Plaza Charleston Airport - Conv Ctr, an IHG Hotel — Hotel in North Charleston

Premises were outdated and in some areas dilapidated. In the Sweetgrass Restaurant & Porch at the entrance to the left the sign and monitor mounted needs to be rehung and the poor paint job should be revisited. Above the muffins the wall paper is pealing away from the wall and the ceiling and wall are soiled (dusty/dirty)the Display rack holding the fruit and muffin container top shelf and 2nd shelf holding the sign 'Whole fruit & Sweet treats' has a layer of dust on it. Vast majority of the restaurant furniture in the is dilapidated chairs fabric is pealing and literally pieces on the floor. In the lobby area closest to the restaurant in the corner for seated work stations the ceiling has a Visible leak, the vast majority of the furniture in the lobby is Soiled (stained/dirty) and outdated. The rest room outside the restaurant had an Out of Order sign on the door directing gust to a hotel room that was locked/not accessible have to seek out a cleaning room attendant to assist with gaining entry. Upon entering the room I was hit with a strong Odor of Mildew, when I entered the bathroom it was obvious mildew and mold is present in the shower tile corners, on the drop down ceiling, around some of the sink fixtures, soap dispenser and the light fixture. The ceiling vent was fully covered in dust not remotely able to perform it intended function. MY room had many opportunities as well with Cleanliness and functionality. The mini appliances Fridge were soiled inside and out, coffee maker had a layer of dust, the microwave inside and out were soiled. In the bathroom in the corner outside the shower appeared to have had a leak and possible mold, some of the tile in the shower appeared to need repair (grout) and small amount of sculpture/mildew mold in the corner where the glass door opens. The bath vanity stopper is broken and the mirror and soap dispensers were dirty. The vent in the drop ceiling as well was visibly full of dust. In the main area of the room all of the lamp shades had a layer of dust. The vent above the bathroom door was visibly rusted and dirty. As well I was disappointed with the obvious changes that have been made to the hotel areas that include the fitness center, pool and fire pit outside area, which no longer resemble the photo and or descriptions on your website. The redemption of the experience was staff from the moment I walked up to the desk being Greeted with a warm welcome and smile by the front desk person that went the extra mile to get me checked in early with a fully booked hotel. That person also made suggestions of where to have some good brunch and dinner. I will also complement the guest room cleaning attendants who were so kind and apologetic about getting me access to the restroom as well and taking care of the cleaning issue with my room. I had the pleasant surprise of meeting and speaking with the Onsite Manager Matt Litchfield and sharing all of what is outlined in this survey. Matt was not only apologetic but humbled by the Positive commentary I shared about the staff that Matt is responsible for managing/leading and motivating on a daily basis. The staff that I engaged over the course of my stay from Sunday 3/2/25- Friday 3/7/25 deserves better. When referring to better I mean not having to explain away and apologize for any of the short comings (unacceptable) conditions afore mentioned on a daily basis. I cut my 21 day reservation short due to what I have shared and I am deeply concerned and disappointed that you continue to maintain your independently owned establishment in this manner. I would strongly encourage immediate attention to be made to address these and any other glaring opportunities they adversely...

My review is an honest review. What you are about to read is true. My wife and I went to Charleston to visit our son who is in the Navy at Nuke School. We are honest hard working law abiding folks. We treat others with kindness and dignity. The hotel is in a good location, near food and shopping. Halfway between historic downtown and Goose Creek where our son is. The front desk ladies were very nice and helpful. We arrived at 10:00 pm with no issues. Through the night we discovered the heat in the room was OTS out of service. I reported it to the front desk early the next day and was told it would be reported to maintenance. We left the room and had breakfast and some shopping. We came back to the room before noon hoping the room had been touched up. We opened the door to find the housekeeper had indeed been in the room. She did not make the bed/sheets but she pulled the bed spread up and threw a blanket on the bed all in a mess. The bathroom floor still had talcum powder from my wife’s shower. Things were in the room were a mess. The housekeeper, a young lady, was two doors down. I approached her very nicely and asked her if she would kindly come back to our room as I wanted to show her the condition of the bed and room. She replied rudely, “ Is there a problem, I’ve already cleaned that room?” I asked her kindly again and she reluctantly followed me to our room. I showed her the room and she was in no mood to listen to me or my wife. She became belligerent and remained defiant. I went to the front desk to complain and in that time the room attendant called the front desk. When I got to the front desk I was asked if I was there about my room cleanliness . I said yes and explained. I was then followed back to my room by the front desk person only to run into what appeared to be the head housekeeper, an older gray haired lady. She too was rude. They were all in our room looking things over when my wife told them to “just leave it” we are tired and do not want that rude young room attendant back in our room as we had to leave to go out again. Horrible. We came back late only to find out key would not open the door to our room. I went to the front desk and was told maintenance would be dispatched as the door had problems. We were also told we had been moved to the room across the hall. Great, but no one asked or told us, plus our belongings were still in our original room which we could not get into because the door lock key was OTS out of service. So we wait, we are tired and very frustrated. Maintenance finally shows up and we called it a night. After leaving the next morning and on the way home, my wife discovers a small jewelry case and some Pearl earrings are no where to be found. The front desk gave me a business card for CSManager Carl T. Watson. I called and left a message. To date I have not received a response. This entire trip experience ruined by a housekeeper who hates her job, is angry and discontent at life, could care less about her customers and her employer and who is also a conniving thief. Unbelievable. Then I have to explain everything in a review that no one cares about. Never again. Don’t stay here unless you understand this a one star hotel. Not four stars as Google implies. What a joke. We are going to reach out to Crowne Corporate to see what else...

I am writing to express my extreme disappointment and dissatisfaction with the quality of service I experienced during my recent stay at Crown Plaza Charleston Airport. As a loyal IHG Platinum Elite member, I had expected a superior level of service and accommodation, but unfortunately, my stay fell far short of my expectations.

First and foremost, I was deeply disappointed by the lack of knowledge exhibited by your staff regarding the IHG Platinum Elite benefits. Upon check-in, I inquired about the specific privileges and amenities associated with my membership level. However, the front desk staff appeared uninformed and unable to provide accurate information. This lack of knowledge is unacceptable and reflects poorly on the hotel's commitment to customer service.

Furthermore, I was appalled by the pervasive smell of mildew in the hallways during my entire stay. The overpowering odor was not only unpleasant but also raised concerns about the cleanliness and maintenance of the hotel. I had expected a clean and comfortable environment, but the presence of such a strong mildew scent was highly disappointing.

Another issue that greatly affected my experience was the constant disturbance caused by the housekeeping staff. Despite placing a "Do Not Disturb" sign on the outside of my room door, maids persistently knocked and insisted on entering my room to clean. This lack of respect for my privacy and disregard for my request was both intrusive and unacceptable. It is essential that your staff is trained to honor guests' preferences and adhere to their stated requests.

Lastly, the incessant false fire alarms throughout my stay were disruptive and caused unnecessary distress. The repeated interruptions were not only inconvenient but also raised serious concerns about the hotel's safety protocols and maintenance. Such incidents should not occur in a reputable establishment and significantly detracted from the overall quality of my stay.

Based on these numerous issues, I must emphatically state that I cannot recommend Crown Plaza Charleston Airport to any future travelers. The subpar knowledge of your staff, the foul smell of mildew in the hallways, the disregard for privacy demonstrated by the housekeeping staff, and the constant fire alarms were all highly unsatisfactory and marred my experience.

I hope that you will take my feedback seriously and address these concerns promptly. As a loyal IHG Platinum Elite member, I believe it is crucial for the hotel to uphold the highest standards of service and enhance the overall guest experience. I trust that appropriate measures will be taken to rectify these issues and prevent similar experiences for future guests.

I would appreciate a timely response to this letter, outlining the steps you plan to take to address the concerns I have raised. Thank you for your attention to this matter, and I hope that my feedback will contribute to the improvement of your...