Embassy Suites by Hilton Charleston

Reviews

• RD

  r. dick

  Jan 4, 2026
  1.0
  In general, I wouldn't write this. However, the service was terrible. We are longtime Hilton members as well. We were driving from 12 hours away and approx 2 hours from arrival we received a phone call from the front desk that our reservation has been cancelled because they do not have heat or water until Monday and that they will issue a full refund. "Okay? can you help us get another booking near by?" I asked. "We are driving and it is just a driver and two small children. I can't do the booking while driving." The caller then rambles to, "well, because you booked through a third-party, you will have to do that yourself. And, actually, you will have to ask them for the refund. We really can't help you. sorry." I said, "well, thanks for nothing then I guess." They hung up. I tried for 30 more minutes to get them on the phone. Nope. Always went to the corporate call center. We have stayed here a few times on our holiday midway point travels. Will never do it again. I appreciated the mechanical failures happen. Just help out the people that are stranded. We were able to stop, get fuel and find another place. Holiday Inn. They gave us free bar drinks and meals at their restaurant because of the nonsense that happened.
• KB

  Katie B

  Dec 31, 2025
  5.0
  Hilton member passing through with my family for one night. Friendly welcoming staff. Elevators were fast. Pool looked clean and inviting. Room was comfortable and spacious. Hot water with good pressure. Dog friendly. Very walkable area. Huge free breakfast with lots of options. Contrary to other reviews, we appreciated that there was a parking garage and gladly paid the $12 so we didn't have to find parking in an unfamiliar city. Made a last minute reservation and made a mistake on it. The front desk chat on my app was responsive and revised my reservation. Would stay here again!
• LP

  Lois Plantefaber

  Dec 21, 2025
  5.0
  I try to avoid staying in Charleston WV at all costs, but sometimes it's unavoidable. This time, we stayed at the Embassy Suites and I will never avoid Charleston again as long as there's an available room at this hotel! Though somewhat older, the rooms were spacious, clean, comfortable and inviting. The beds could use a pillow-top pad, but overall were mostly comfy. The hotel staff and valets were genuinely welcoming and kind. The breakfast with made to order eggs was great. Dinner options were fine for a casual meal at the end of a long day. We'll be back!
• HM

  Heidi Miers

  Dec 21, 2025
  1.0
  December 2025, my husband, son, and I stayed as guests in the king suite and were completely shocked. The room lacked basic amenities such as soap, shampoo, and body wash. Although the shower had dispensers, they were empty, and there was no bar of soap to be found. When I requested some bar soap for the bathroom, it never arrived. The elevators took approximately seven minutes to travel from the third floor to the first floor. I was informed that taking the stairs to the ground floor was not an option by other guests. . When I raised my concerns with the manager, he simply looked at me and said, "i hope you Have a nice day." It was a disappointing experience, and I will not be returning. Additionally, i wome up early on Saturday, and I was unable to get a cup of coffee in the lobby as they were just beginning to prepare for breakfast and informed me that coffee would not be available until seven. Alao showers we so outdated, yuck! Vallet waz great and efficent!
• LA

  lauren adkins

  Dec 20, 2025
  1.0
  I recently stayed at the Hilton Embassy Suites in Charleston, WV, and I was shocked by the lack of basic communication and service. During my visit, only one elevator was working for the entire building, which caused long wait times and major inconvenience. What made the situation worse was the complete absence of any clear instructions or signage on how to exit the building safely using stairs. For a hotel that claims to offer comfort and convenience, this was unacceptable and felt like a serious safety oversight. Guests should never be left guessing how to navigate the property, especially in an emergency. The staff did not proactively inform anyone about the issue or provide alternatives, which shows a lack of concern for guest experience and safety. For the price and reputation of this brand, I expected far better. Unfortunately, I cannot recommend this hotel and will not be returning.

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