Embassy Suites by Hilton Charleston Airport Hotel & Convention Center

Reviews

• RM

  Richard Moses

  2 days ago
  4.0
  We really loved the renovations that were made as we were last here a little over a year ago. Our room was clean and close to the elevator on the 2nd floor. Our party of four really enjoyed the breakfast and the options it provided. Love staying here when in Charleston.
• SF

  Sherry Filler

  2 days ago
  5.0
  This is a great Embassy Suites! Service from front desk, to breakfast attendants to housekeeping were all polite and welcoming. Our favorite on this trip was Judith at breakfast who saw us searching for seats and found a spot, checked on us again and asked if she'd see us tomorrow. Had a great chat with her and will look forward to seeing her tomorrow.
• SS

  Sullivan

  2 days ago
  3.0
  As a person who has stayed at this hotel 3 different years now, I would like to start off this review by expressing my satisfaction with the recent renovations this hotel has gone through that I noticed on my most recent stay. Another thing I was satisfied with was my customer service experience at the front desk, where they very quickly created more key cards for my room upon my request. However, I must subtract 2 stars from this review for an event that happened that was concerning to me. On Friday, I made a purchase from this hotel’s “sundries” shop. I grabbed one drink and I purchased it using the provided self checkout machine which is set up at the front of the shop and is the first thing you see when you walk in. It has cameras on it that moved to track the whole purchase process: the scanning of my item, my payment method etc. After I had made my purchase, I walked away with the product I had bought. I had gotten about 40 feet away from the shop when I was yelled at by two employees to stop. I explained to them that I had already made my purchase, and that I was not shoplifting as I felt I was being accused of. While the situation was resolved promptly after I explained this to staff, I still think there are better ways for this hotel to go about things. The way this situation was handled was not appropriate in my opinion and no guest should ever be yelled at by staff, not at a hotel like this. Therefore, I would like to share some helpful suggestions that this hotel may consider implementing in the future to prevent situations like this from happening again. If this hotel does not want customers to use the provided self-checkout machine at all, they should shut it down and disable it so that there is no confusion. If this hotel is okay with people using these machines but still wants them to wait in line to speak to somebody at the front desk and verify their purchase, that should be clearly laid out on a sign at the self-checkout (although personally I must say this would take away the whole purpose of a self checkout in my opinion). I would also suggest that, if possible, a printed receipt should always be provided by the machine so that there is something that can be physically shown to staff to verify your purchase. The receipt options it had were email, phone, or no receipt. The digital options/no receipt option would make it difficult to prove payment to staff members if someone didn’t have their phone when they made the purchase for example. If the hotel always wants to verify self checkout purchases (which is ok with me) but doesn’t want to do it through the method listed in the previous paragraph, they need to come up with a better way for employees to be trained to go about it. With a hotel like this, you would think purchase verifications, if they happen, would be handled respectfully, privately, and quietly, not by having multiple employees yell at a guest in front of a packed lobby. I made the choice to use the self checkout machine as I thought it would reduce the burden on the hotel staff, who already have a lot of duties. The issue I experienced was not purchase verification, plenty of places have methods of purchase verifications. The issue is with how it was verified. I might have expected this experience at a Motel-6, not an Embassy Suites.
• CO

  Carolyn Owens

  6 days ago
  5.0
  Although my service was not the best I would like to take a moment to recognize Shaunna, the Assistant Front Desk Manager at Embassy Suites by Hilton North Charleston Airport Hotel & Convention for her outstanding customer service. Upon my arrival, Shaunna was extremely helpful, professional, and welcoming. She went above and beyond to assist me and made sure I felt valued as a guest. Her positive attitude and willingness to help truly made a difference in my experience and set a great tone for my stay. Excellent customer service like hers deserves to be acknowledged. Thank you, Shaunna, for your kindness and professionalism!
• MM

  mio martinez

  6 days ago
  4.0
  My husband and I had dinner the bar/ restaurant. He had the burger and fries and said it was really tasty and cooked perfectly to his liking. I had the mahi fish tacos which were a little sloppy but very tasty and satisfying. Our waitress was Beth and she was awesome. She has a great personality and was very warm and inviting. We were in Charleston to celebrate our 25th wedding anniversary and she made it even more special but surprising us with a slice of chocolate cake and bread pudding. She gave a great start to our weekend in Charleston.

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