I agree with a few of the reviewers in that this front staff needs to be mentored in their "hospitality". We did not feel welcomed when we came in at all, stood there while the gentleman helped the man in front of me, then female came out to her "booth', and didn't talk or acknowledge us at all. We got checked in by the gentleman, in an efficient but not exceptionally friendly way, almost in a "mechanical " way, I would say, then stood there waiting for a luggage cart to become available as there weren't any to be seen. Finally, after waiting for a while, we asked and were told "they are kept in the back"- not sure why we weren't told this to begin with instead of us just standing there. Also, when we were checking out, and my husband asked for a cart, the front desk woman acted as though she was being "put out" or bothered. Not the kind of service I would expect from ANY Hilton personnel.
Our room also had a stale/ musty/ or moldy odor that another reviewer had mentioned, and I had to use a room spray that I had packed in the car as well as crank up the air conditioner and leave for a while , hoping it would be better when we returned from dinner, and then had to spray again when we got back. Would have asked to switch rooms, but had been told when we booked it was the last king bed available this weekend by the 800 number. Also had already brought in and settled in our stuff, didn't feel like re-packing it back up and shuffling around as we were already exhausted, so just put up with it.
Another "surprise " came when I called down to ask why we couldn't connect to the internet in our room, and was told it was $10/day " unless you are a gold/platinum Hilton honors member." Really? Even the cheapest hotels/ restaurants ,( including fast food and Krispy Kreme for Pete's sake,) give complimentary internet access! We are silver honors members, and Hilton Grand Vacation Club owners, but not gold/platinum members, so no internet in our rooms without paying the $10/day. From what I understand, Embassy Suites is a franchise, so owner's choice on whether owner wants to charge or not.
Also, FYI, there is a $7.50 charge one way per person for a shuttle if you want to take it to the historic district area, (by reservation/appt.)
Then the USA Today paper that the amenities book had listed as delivered to EACH room Mon thru Fri didn't arrive on Monday. I called the front desk to ask about it, and was told " we are green now, so only 15% of the guests have one delivered, and they are only delivered to the gold/ platinum Hilton honors members- but you can access it on the internet". Um, for $10? and aren't these the same guests who have the free access to the internet, but everyone else has to pay the $10 /DAY to access this "complimentary" USA Today paper if they want to read it in their room?
I was VERY surprised, as Embassy Suites is considered to be a little higher end or upscale from a lot of hotels, they would nickel and dime all this, and also local calls? Also, this was again finding this out thru the front desk people, and the personality of the people needed work. I didn't attack,although I was shocked, as I just wondered why we couldn't access the internet or get the paper delivered, but it was more of a "your problem" response, and "oh well". I ended up contacting the 1-800 Hiltons number the first morning we were there to let them know we were having unpleasant "surprises" at this hotel, something we don't normally get as we frequent the Hilton family of businesses almost exclusively, and generally always get a wonderful experience. That is one of the reasons we stick with them, because of their high standards. After the responses we were getting from the front desk,as well as the smell, we felt we had to say something. After I got home, I had an e-mail from the assistant manager, saying they had tried to "reach out " to us while we were there after the 1-800 number contacted them about our call, but ,frankly, it shouldn't have been hard, as we were back by 7:30pm both nights, and there were no messages, no phone calls, no "blinking light" so no voicemails left for us, no notes, and the hotel also had our cell numbers that were never called, so not sure when they actually tried to contact us.
On the really only plus sides, the room was what is expected of a usual Embassy Suite, I.e. it is a Suite, so 2 rooms. The furniture is a little dated, a little worn,not a really comfortable couch, chair for watching TV in the TV area, but not really a big issue. It was just a little bit like stepping into a time warp, esp with the internet charge and local call charges still being done and the dated furniture ,so I felt like I'd stepped back into the 80's or 90's (wallpaper border included.)
Another plus for this hotel was the male cook making the omelets and the ladies in the breakfast area. He had a TERRIFIC personality, and he did make a great omelet. (The rest of the breakfast was fine, about the same as a Homewood Suites.) The ladies in the food area were all very helpful and friendly,(even when the coffee makers kept having to be fixed over and over again both mornings, they were always apologetic and helpful to get them working again). I also spoke to one of the maids before I left, to let her know the freezer in the mini frig in our room needed to be defrosted as it was extremely thick with ice , and she was very friendly and said she would take care of it right away. The front end could learn from these people how to treat their guests nicely and with a good attitude.
I am giving it an average rating, not a poor rating, only because of the above people in the food service area, and the town of Charleston, itself. It is a beautiful town to visit, and lots to see, but I would not and will not stay at this hotel again, esp with so many other great choices in the area.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.