SpringHill Suites Charleston Mount Pleasant

I really can say enough about this hotel. The service was beyond exceptional. I need a handicapped room and it was not on my reservation. Jacob found one from an almost packed hotel. It, however, was only hearing impaired. He promptly, efficiently, nicely got me the most spacious handicapped room I’ve seen. After the first night I talked to Shay, a manager, I told her the mattress was too low. She had a maintenance man put another mattress on top of the existing one. It was perfect. The breakfast was very good. I highly recommend this hotel and will definitely stay again and again. Also, easy access and in a nice area.

PROS: Excellent location, good breakfast, ample parking CONS: Temperamental elevators, too firm beds, slow WiFi This is an excellent location, just over the bridge in from Charleston in Mt. Plesant, SC. You're 15 minutes to Charleston, 15 minutes to Isle of Palms beach, 10 minutes to Sullivan's Island, less than 10 minutes to the Ft. Sumter ferry, minutes away from lots of restaurants and grocery stores.

We had a very comfortable stay. The hotel felt very nondescript and had zero character, but was very affordable compared to the very nice hotels in downtown Charleston. For this trip, I was more interested in price and convenience. With a car tt is very easy to get to downtown Charleston and other sites of interest from Mt. Pleasant. The room was very clean and quiet. It was spacious as well, including a large walk in closet. I wish there had been a wet bar by the coffee maker, fridge, and microwave. The breakfast was good with plenty of options. Plenty of great restaurants nearby. I didn't see many staff while I was there but they seemed pleasant enough.

I have stayed at this property more than 25 times over the last 3 years, and as a Marriott Platinum member for over 25 years, I am very familiar with what reasonable service should look like. This stay fell far below that standard. At nearly $400 per night, the room was musty, hot, and humid from the beginning. When we arrived, we dropped off our belongings, adjusted the thermostat from 74 to 68, and left for a Charleston Battery game. When we returned, the room was still 74 degrees and just as uncomfortable. Despite that, staff initially tried to suggest that we had somehow caused the problem by freezing the air conditioner, which made no sense given how little time we had even spent in the room. We then had to wait about an hour for maintenance, and after maintenance arrived, we had to remain out of the room for another hour while the issue was addressed. That is an unacceptable disruption for a guest paying this rate. To make matters worse, I had two young children with me who were exhausted after the game. What made the experience far worse, however, was the way it was handled by management. Whitney was dismissive, interruptive, patronizing, and consistently more focused on talking over me than understanding the actual issue. The reason I was calling was simple: I wanted to make sure my card was not being charged an additional fee for the room, since I had already paid the deposit. I had received around 10 folios by email and was trying to determine which one was actually correct. Instead of listening long enough to understand that, she repeatedly interrupted me to tell me everything the hotel had already done for me. If she had taken a moment to let me explain the concern before launching into a defense of the property’s actions, I would have been far more appreciative. It was only after I repeatedly asked her to stop interrupting me and let me explain the problem that she finally seemed to understand what I was actually asking. Her tone throughout the conversation was rude and condescending. At one point, she said, “Are you done? May I speak now?” She also insisted that I was yelling, placed me on hold so I could “calm down,” and hung up on me twice. That is not professional customer service under any circumstance. It is especially unacceptable when a guest is trying to resolve a legitimate billing concern after an already miserable stay. She also incorrectly argued that I was booked for two nights when I had confirmation that I was booked for one night. Later, she told me the charge was a credit and that it would take between 5 and 10 days to appear back in my account. When I responded that I would give it 14 days, she said, “We have no way of knowing when it will show back up in your account.” Of course, I am completely aware that the hotel cannot control my bank’s processing time, but that response was needlessly argumentative. If you tell a guest 5 to 10 days and the guest says they will allow 14, the appropriate response is not a