Springhill Suites by Marriott Charleston Mount Pleasant

Why is everything so minimalist now? There aren't even hooks for toiletries or anything else. You pay more and get less, and customers seem to come last. I couldn't get Netflix working, and the remotes barely work half the time. The response was slow, and Netflix buffered forever. Couldn't they just offer Airplay? The whole thing sucks.

Management was accommodating and made sure we got the bedding needed for the pull-out bed. The room itself was decent, but the floors hadn't been vacuumed and the shower soap dispensers needed refilling. The beds were very hard, and the pillows were lumpy and uncomfortable.

The room was musty, dirty, and moldy, and the service was terrible. After several conversations, the assistant manager said it was a known problem but she couldn't close more rooms because of lost revenue. Manager Whitney said they'd make things right, but didn't. General manager Kyle never returned any of my calls. Instead of a refund, they charged us extra, and I had to get the credit card company involved to sort it out. Breakfast was bad and the service careless. Marriott fail.

Apart from the front desk encounter, the place was just alright. The bed and especially the pillows were uncomfortable, and despite my high Marriott status, nobody offered the welcome gift I've received at every other Marriott. On the evening of March 4, I came into the lobby because my phone key wasn't working and I needed a keycard. The lobby was empty except for the audit manager at the desk, typing on his computer. I greeted him, but he didn't look up or answer. After five seconds he quietly asked if he could help, still without looking at me. I was about to explain the problem when, less than two seconds later, he looked up angrily and repeated the question in an annoyed tone, as if I'd interrupted him badly. He stayed rude, unprofessional, and abrupt through the rest of our interaction. You work at the front desk, so why treat a guest like an inconvenience? After he gave me my card, someone else came up and asked how he was. Again he didn't respond or even look at them. I left before hearing how the rest went. I wanted to go back and tell him what a jerk he was being, but decided against it. Maybe he wasn't used to facing customers, though I really hope that's not the case. Either way, basic manners and respect were missing. I hope a manager sees this and addresses his behavior.