Embassy Suites Charleston

Nice hotel, but I am perplexed about a couple of situations. When we arrived, we were about 20 minutes early for check-in. We were told there were no rooms available (fair enough). I asked if we could get the pass to park (you have to pay for offsite parking), and we would wait in our car for a bit. We parked our car, waited a bit, and returned to find a line of no less than 40 people. Luckily, I had the app and had selected a digital key. It was a bit after 4, but our room was still unavailable. Again, not the worst thing in the world. We sat in the atrium and overheard plenty of heated discussions about the lack of rooms. We were lucky because our room became available within 10 minutes. We headed to the elevators, only to find only one of the three working. There was a long line ahead of us, and they were packing the elevator. One elevator for 252 rooms wasn't a good look. Finally got to our room, which was very updated and spacious. They had forgotten our snack/water perk, but the front desk took care of us when we returned later that night. The walls are thin, but we were lucky to have relatively quiet neighbors. The only issue I have is the same with all Hilton hotels - the pillows are entirely too soft. It's like someone shoved clothes in a pillowcase. Other than that, we had a pleasant sleep. The next day, we attempted the elevators again to get down to breakfast. Again, only one elevator of the three was available, and people were crammed in. Breakfast had a good variety, and we checked out through the app. On the positive side, the hotel is right down the street from the convention center. We were there for a concert and the walk to and from was very easy and safe!

The hotel was very nice, but was kind of bummed we had to pay for parking. But the difference in price of self parking and valet was only $6 so we did valet parking. The hotel was clean and very nice. The staff that we delt with was ok, not overly nice. Our room was nice and clean.

Worst customer service I have experienced in years. Ordered in-room meals at 6:44pm for 7:15pm delivery. Over two hours later, still no food, multiple phone calls to rude staff who told us no manager on duty, nothing they could do, they couldn’t check on our order! We cancelled the order after waiting more than two hours! Surprise…we were billed for the food we never received! Apparently, none of the staff thought to inform a manager there was a problem and very hangry upset guests! I would recommend serious customer service training.

There are 11 handicapped parking spaces in front of the hotel. 5 out of 11 were being used by disabled persons. When I inquired if the hotel would enforce their towing policy, they said they would not. I was forced to park on a second level parking garage and walk down steps to get to the hotel. This hotel is not friendly to disabled persons and their staff did not even bat an eye. I would not recommend this hotel to anyone disabled. The Hilton corporation took my information but did not respond to my complaint. I do not recommend Hilton or Embassy Suites and will never utilize their services again.

Exactly what you expect. Parking was not secure. Hotel was clean and friendly staff but rooms are dated with decor. Our window in bedroom seemed open and was LOUD with sirens and people yelling in front of hotel. Pool and fitness were good. Staff for evening reception was awesome and breakfast was predictable but still good.