Lobby Bar at The Sanctuary Hotel — Restaurant in Kiawah Island

Tabitha and Mr. Lacy-8/8/22 SERVICE and 000000000 STAR REVIEW (emailed 8/12/2022) My family member and I were celebrating a very important occasion and decided to come to the Lobby Bar at The Sanctuary for a nightcap and possible dessert(Our first time visiting Kiawah and our first experience since arriving.) We approached the bar and ordered two signature cocktails. We then asked if we could order the cheese board and sit outside to enjoy the ocean view. The male bartender told us that we could sit outside but there would be no service, not a problem. We didn’t mind coming in to order anything additional. We received our cocktails and he advised us to check back in 10 minutes to receive our cheese board that we ordered off the menu. My family member goes inside to the bar to pick up our board and the male bartender quickly hands her two boxes in a bag with no explanation. She was shocked. The $25 cheese board was presented in two brown boxes. No silverware, no plates-just “here ya go” and turns to resume his conversation with another guest. The menu does not say "grab and go '' food. I have dined at many restaurants around the world so my expectations for this establishment were higher. However, no napkins, utensils, and plates for a cheese board that had spreadable jam? This paired with a box full of cheap, stale crackers, and the other with 3 bruised grapes accompanied by cubed kraft cheddar cheese, really? Harris Teeter has better cheese boards than you and this is not to insult, only to make you better. At this point, we are both extremely annoyed and shocked that this caliber of establishment has presented us with this quality of food and by the way, we still don’t have plates, napkins, or silverware at this point. We were trying to salvage the situation and enjoy our night so I went inside. I asked the bartender for more jam, he waved the server down and she rudely asked what I needed. I replied "plates please," and a little bit more jam for our cheese board. She handed me plates and said "no we can not give you more jam." I received no explanation. I was appalled and walked away. After sitting down yet again, I quickly forgot to ask for silverware. So I went inside, directly to the concierge near the bar. Naomi Pagan-Fox was working and I let her know the situation. She acknowledged, apologized, and quickly acted on the situation. She then called "the manager on duty." Alex (Alexandra) came over. She right away said, "Can I help you?" By the end of the odd/rude interaction, she said I will bring you silverware and jam. Just so you are aware, people sitting next us outside were eating dessert on a plate, so obviously this happens a lot. Alex, then came outside and shoved me ONE silverware set and said "sorry you can not get anymore jam, it's prepackaged" and walked away. This is honestly disgraceful. This is your acting Manager on duty on a Monday night? I am really shocked! I asked kindly for her to close out the tab, 3 minutes later, and a full charge. NOT WORTH FIGHTING OVER! $80 for two drinks and a cheese board and that kind of "service" and experience........WOW! What I asked for was the bare minimum. We wanted more jam, plates, silverware and napkins. I did not ask for the moon or stars did I? I personally work for a very well known hotel, and I completely understand staffing issues in hospitality, but at some point you still have a business to run and uphold certain standards if you are charging $1,500/night and have iconic places within your resort. I wanted to love this place, but you really dropped the ball. I think people need to know what they are getting into by paying to stay there when you can stay at a place like Andell Inn with amazing customer service and ambiance. TWO people actually did their job and you should feel very fortunate to have them. Naomi(concierge) and Jennifer (upstairs bar-she was downstairs as we spoke to Alex.) These ladies were kind and gave great customer...

My husband and I and our two friends that live on Kiawah Island went to The Sanctuary Bar for a nightcap, I didn't feel like having alcohol so I ordered their tiramisu dessert it was delicious. Service was only slow because the lobby had many patrons of all ages. I love the atmosphere and the guests were dressed so elegantly and just chilling out laughing and enjoying friends and cocktails. I felt very comfortable sitting and talking with our friends, I felt like I was sitting at home or at a familiar place. I will add a few photos that I have as I was here during the day and another time in the evening Far too beautiful of a place not to share. My photos do not capture the real beauty. I hope you all are able to visit the Island. ( We were so lucky that we vacationed here a week before The Hurricane IAN category...

Customer service was horrible from the bartender specifically at the lobby bar. Extremely rude and refused to accept my state issued photo ID card because I do not have a drivers license. Although it was accepted everywhere else in the resort, he refused to listen to a word I said, and continued to speak over me. I even told him it scans and could provide more identification to match my ID. He would not listen to a thing I said or even attempt to scan my id. I am a fine dining server myself… so I know what is right and wrong when it comes to service. Hebwas extremely wrong and rude. Terrible experience and we typically love coming to the sanctuary for drinks. Highly...