I have been going to the Market Pavilion since it opened for dinners and drinks and always dreamed of having my family and friends stay at this fabulous looking boutique hotel for my wedding. To my disappointment the décor and food is where the fabulousness stops.
I recently hosted my wedding in Charleston the weekend of July 4th, 2013. We had a room block of 18 rooms as well as several other rooms that were not part of the block.
We had hiccups with the staff from day one.
To our disappointment, we had to reach out multiple times to the hotel staff up until the wedding weekend with issues that many of our guests had with securing rooms as part of our block (this did not occur at either of the other 2 hotels we had blocks at). There never seemed to be anyone that answered the phone that was able to handle the block or knew anything about it.
At check-in our wedding weekend, most of our guests never received their welcome bags despite having provided a distribution list and going through it with both front desk employees. My guests or I had to go down to the desk and ask for their bags. Embarrassing.
My now husband and I splurged on a corner suite... as it was our wedding weekend...upon arrival, we were never even acknowledged as being the bride and groom that brought in over a third of the hotel’s occupancy for that long weekend (where our guests were not only staying but paying for meals, drinks, etc for 3-4 straight days/nights)… no note from the manager, no champagne, no congratulations, no upgrades…nothing!
Market Pavilion proved to be extremely understaffed the entire stay. The front desk was constantly busy helping multiple guests at once, answering phone calls, etc. The front door staff were forced to wear the hats of multiple roles…doorman, valet, bellhop, concierge. When expressing concern about the different hotel staff being overworked we were asked more than once to please express this concern to management as it is something that the employees said they have tried to convey many times before upon deaf ears.
On 4th of July the hotel was hosting a rooftop fireworks viewing. One would think that hotel guests would be a priority that evening. Unfortunately it was learned throughout the weekend, that hotel guests were never a priority when it came to the overly busy rooftop bar. The hotel staffed catered to the masses (a young bar crowd) as opposed to paying hotel guests. We pulled our car up for valet that evening and were told that the valets and bell hops were busy and we would have to wait in our car for someone. We waited 25 minutes to no avail. As a result, we MISSED the entire fireworks show with our friends and family despite arriving 15 minutes prior to the start of the show. Upon entering the hotel that night we noticed that all the valets and bellhops were now doubling as bouncers and doormen collecting IDs for the rooftop bar. This occurred throughout the weekend…every evening that we arrived back to the hotel there was a line to get into the hotel due to a wait to get up to the rooftop bar. I highly suggest that the hotel look into changing this way of entering the rooftop bar. For years this has been an issue. I now know how much it affects the hotel guests. You are either a highend (#1 rated) hotel or you are a bar/nightclub. It truly lowers the quality of this hotel. What is the hotel’s priority?!
The evening of our rehearsal dinner I knew that the hotel was slow in retrieving cars from valet as a result I called 45 minutes prior to needing our vehicle. I arrived in the lobby to no car…we then had to wait 15 additional minutes for its arrival…as a result we were late to our own rehearsal dinner!
Weeks prior to hosting my wedding weekend at the hotel I had arranged for the rooftop bar to be open for a post wedding toast. We arrived at the hotel after the wedding to a very disappointed bar and security staff. They reluctantly kept the bar open for ONE round of drinks and after only 15 minutes of arriving the music was cut off, the lights were turned off and we were asked to return to our rooms as the bar was closing. This would have been acceptable if this was not pre-arranged and if i was not told that the bar would stay open as long as there were customers present and prior to 2am. It was only 12:15am!
To close out the weekend, the final morning, my guests were all given a difficult time when some asked to extend their check outs by 30 minutes to attend our post wedding brunch.
I have traveled to over 38 countries and have stayed at all levels of hotels and know that when spending over $2,000 for 3 nights of accommodations and providing 20+ rooms of other hotel bookings it surely comes with higher levels of service and acknowledgement. We just returned from our honeymoon in Indonesia staying at other top rated hotels/resorts and once finding out it was our honeymoon were treated even more exceptional at no extra cost and without bringing any additional business to the hotels.
I had great expectations and Market Pavilion was a true disappointment.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 15, 2013
First, thank you for taking my call and reviewing your stay and the experience you received at the Market Pavilion Hotel. As I expressed to you, this is not typical of the type of service any group or individual receives at the hotel. I have taken the necessary actions to correct with the team and can assure you that this will not occur again in the future. We do want to welcome you back again and hope to show you the experience you deserve. Thank you for taking the time to share your comments once again with me personally. Do not hesitate to contact me again and only wish you the very best.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.