I am sharing our experience from 2006 as I recently noticed that the Sanctuary has been upgraded to 5 Star (by Mobile.) Unless the air conditioning system has been replaced, I can only imagine that the evalution of the hotel was not done in the summer. We also detected arrogance in top management as the G.M. never responded to emails or phone calls!
My husband and I stayed at the Sanctuary on June 21, 2006 for 5 nights.
Although Trip Advisor reviews included comments that the Sanctuary was “over priced”, we chose the property, regardless. We were quite disappointed for several reasons:
First, when I booked the room, I was quoted a rate of $574 for a Club floor with a Garden View. I requested an Ocean View and shared I did not need to be on the Club level but was advised there was nothing available at that time. I requested to be included on a wait-list and was told “absolutely-if something comes available, we will contact you.” I received a confirmation that mentioned a $20 Resort Fee (this was not mentioned when I made the reservation.) I therefore called and inquired. I was told the fee would be waived.
Then, several weeks ago, a friend shared that they called for rates and were given a AAA rate for Ocean View of much less. I decided to call myself and again, spoke to the same person that booked our reservation. I was quoted $486 for an Ocean View, not on the Club level. (Again, the Resort Fee was not mentioned.) I asked what the difference was between the Garden View and Ocean View and was told that “Garden View is much cheaper.” Then, I asked the difference between Club level and non-Club level and was advised that it is $150 more per night. I then shared my disappointment that I had a reservation and was promised a call if something less expensive and not on the Club level came open. The associate profusely apologized and did confirm I was on the waiting list, she had not gotten a chance to contact me.
We were thoroughly impressed upon our arrival. The lobby, spa, grounds, pool, rooms are absolutely beautiful. The staff was pleasant and professional. We were really pleased as initially, we thought $506 was worth every penny. Unfortunately, that changed on within a few hours.
On our first night, our room was quite warm and an engineer was sent to check things out. He confirmed that the hotel was having a problem but it had been repaired and to wait an hour and it would cool down. After 2 hours, it had not cooled down and @ 11:30 p.m., I requested to speak to a manager, whom was very professional and offered to provide our first night free of charge and assured us that it had been repaired.
The next morning, we advised management again that it still was not cool enough and shared we were not interested in a free room, but simply a good night’s sleep. He sent engineers whom used a thermometer and confirmed that the unit was blowing cool air. However, they also confirmed that parts of the room (by the beds) were registering @ 72 degrees and that we should keep the fan turned on high (which we do not prefer when sleeping due to the draft.) We did keep the fan on high, as recommended and the next two nights had improved but still seemed to be around 71 degrees, which is warm for us. Both of us awakened @ around 3 a.m and had difficulty falling back to sleep due to the temperature.
Based on my experience in hotels with the Chilled Water system, the hotel can indeed reduce the temperature. The engineer had confirmed that fact and that your hotel set the temperature @ 65 degrees, which would be cool enough for us but clearly, the rooms are not at that temperature. Management contradicted this and claimed that the hotel does not set the controls, but rather they are controlled in the rooms. One would think if the latter were true, we should have been able to bring the temperature far below 70 degrees! (Especially in a brand new property charging $506 for a room!)
One other unacceptable issue was that on Thursday, we were advised that the pool was closing @ 3:00 but we could transfer to the beach. The attendants said it was for a banquet. I called a manager to inquire and was advised it was for a wedding and that indeed the pool was being closed. Apparently, the manager was incorrect as it was for a banquet but that it did not begin until 6 p.m. Also, although we transferred to the beach, as we walked by the pool @ 5:30, we discovered that several were still swimming and not everyone was asked to leave. (In my experience of booking meetings at Marriotts, I’ve inquired at several properties to hold private banquets poolside but was denied that option as they could not ask their guests to leave the pool area for a private function… and these are Marriotts!)
A few minor things…..only a buffet meal was available poolside for dinner (weak at best.) Jaspers does not serve fresh squeezed juices (would not happen at a 4 Seasons or Ritz, based on my experience.) Unable to access my company’s VPN the I.T. people “shut down the ports” due to a virus that entered the system. While they eventually opened the ports, it was another inconvenience..
It’s diffiult to imagine that the issues we had have changed in 18 months. What was most disappointing is that we never received a response (to our emails) from the G.M.
- Official Description (provided by the hotel):
- Near Charleston, SC, The Sanctuary at Kiawah Island Golf Resort is an oceanfront Five Star/ Five Diamond hotel and spa offering casual Southern grace, comfort and charm on one of the top eco-friendly island in the U.S. It features five golf courses including The Ocean Course, site of the 2012 PGA Championship. Tennis magazine ranks it as America's No. 3 tennis resorts and it has one of the top-ranked beaches in the country. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Travelocity, Orbitz, Preferred Hotels, Hotwire, TripOnline SA, getaroom.com, TravelUp and Cheap Tickets so you can book your The Sanctuary Hotel at Kiawah Island Golf Resort reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- The Sanctuary At Kiawah Island Golf Hotel Kiawah Island
- Sanctuary Hotel Kiawah Island
- The Sanctuary Kiawah Island