We picked this hotel due to its close location both downtown and the beach and because we had stayed here before. The rooms have had an update and are okay (very outdated bathrooms still and some questionable cleanliness - we found several ants and a roach). The main problem is the service. We had a maid enter our room after it was cleaned without knocking or announcing herself. Our biggest issue though was the front desk. We had called the day we left to see if it was possible to extend our stay by another night. We were told this was fine and to remind the front desk when we checked in. I did so and was told they had us down, signed and assumed all was well. We rudely found out this was not the case by a pounding on our door at 10pm the last night of our stay (we had lound neighbors and encountered several drunks in the parking lot the night before so did not realize the pounding - not knocking - was on our door). The pounding occured 3 times and we called the front desk. I went to the door and found it was only held closed by the chain. I slammed it shut, looked through the peephole to see a large man standing outside. I yelled that this was not his room, got no response and waited until he left. After a conversation with the front-desk's "head of customer service" or some such, in which it was claimed they had spoken to us about our credit card (we had no such conversation with them), they had called our room several times (no voicemail was left and we had no call during the time we were in the room) and that the man sent was head of maintenance (he did not knock and announce himself, he wore know name tag) - all of this in a very hostile manner - we went to the front desk. We were treated again with hostility, sarcasm and humor at our expense and a far cry from customer service. Do not stay here - there are plenty of other hotels in this price range in this area (Holiday Inn Express, Town and Country Hotel and Conference Center, a Sleep Inn next door - several Holiday Inns nearby). No amount of apologizing or repayment or room costs can erase this horrible experience. My only hope is that they replace their staff and train their new staff in customer service 101.
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- Also Known As:
- Best Western Sweetgrass Hotel Charleston
- Best Western Charleston
- Charleston Best Western