I am a diamond member and have stayed at numerous Hilton properties. This property is by for the worst property I've visited. The rooms are not clean and maintained is subpar. Carperts need replaced, toilet seat need replaced, the sink had cracks, the shower was dirty with mold throughout, various cracks in the walls and the overall maintenance and sanitation was needed. One elevator was not operational thoughtout my stay, key card readers did not work on some areas to enter the property. There were various out of order signs displayed throughout the property! This property needs an overhaul and new management that actual take maintenance and sanitation seriously. The lobby area appears renovated, bar and food service staff were professioanl and friendly. This property is a total waste of money and a 2 star property at best. This property gives Hilton a bad name. Rooms: Dirty and requires maintenance.
Our family of 5 stopped here on our way to the beach. After traveling many hours we just wanted a comfortable place to rest. First off my 18 yr old granddaughter screamed as she saw a huge cockroach by her bed. We tried to call room service to report the bug and ask for bed covers for the pull out— no room service! Beds were very comfortable, breakfast was good but parking was NOT free. Two cars - $20!!! This would not be our choice of places for a return visit.
Excellent service. Before 2020 I used to travel 3 weeks out of the month for work regulary and I have a lot of experience with Hilton brands so I ignored the bad reviews and gave them the benefit and I am so glad I did because me and my family had a great stay. Room was excellent. Location was great but most of all the service was great. At check in everyone was friendly, we had a small mistake on room assignment but it was fixed quickly and the team apologized and we were on our way again. Evening reception team was amazing. And then breakfast staff was awesome. Every encounter was friendly and genuine. AND there was a homeschooling convention or something going on so the hotel was packed with families and service was still on point. I managed customer service for 20 years and the best service isn't always when everything is smooth but how you respond when mistakes happen and when you are at your busiest. Really great team. They deserve recognition and appreciation. We will be back. Thank you!
Arrived at 3:30 room wasn't ready, so we walked around until 4:00 room still wasn't ready. Got to the room and needed more towels and wash cloths called down that night they never arrived, asked again in the morning still nothing, so we went and asked l and still nothing. 6 people shouldn't have to share towels with each other. That's absolutely terrible. Pool was so hot it did nothing for cooling you off, whirlpool was closed, breakfast they closed the doors exactly at 9:30 even if you are still eating and might need a simple condiments or refill of juice. Couch was frayed and falling apart in numerous areas. The air conditioning couldn't get the room below 72°. The list goes on and on. Do not stay here.
Stopped here on the way to Myrtle Beach. It’s downtown so you pay to park, but there are a lot of restaurants in walking distance. Would we stay here again? No, unless they do a full update to the place. Pro’s: Staff is friendly Breakfast is great-made to order omelets! Waffle machines, fruit, cereal, etc. Eating area is spotless, despite all the people. That cleaning staff is so polite, friendly, and on top of everything! They come and take your plate for you when you’re done. They’re constantly cleaning up peoples’ messes. Whatever they’re paid, it can’t be enough for what they deal with. They deserve a raise! Appreciate the staff serving the hot food, vs people serving themselves. Very clean that way. Suite rooms are good size. Enjoyed 2 bedrooms so teen kids could have their own beds, instead of a pullout sofa. Nice TVs in every room. Cons: Check in took forever. 20+minutes Keycard system was down so we couldn’t get a room key. Digital key didn’t work either. Had to be escorted to room and go back later for keys. Waited and waited for escort, as others were waiting and complaining. Room wasn’t very clean. Carpet in front of fridge was soaking wet. Pillows were terrible. Bathroom had red and black mold on tiles. Ceiling had paint flaking off. Furniture is old, no support. See pics Pool was disgusting. It was filthy. We wouldn’t even put our hand in the water to feel the temp. There was stuff floating in the water. Nobody was in it. Workout room was nice looking. Had great stuff to use. Parking is run by the city. It’s right at the hotel, $20/day, which is typical downtown, but the parking spaces are so narrow. You’re paint to paint with the car next to you. Not a great garage.
Great location however the hotel is a bit dated. Several occasions with our group resulted in changed rooms, unfair compensations, wrong charges at check out, and even room keys not working. The rooms were clean but they were mostly carpeted and dark, resulting in an unclean feel. The hotel desperately needs remodeling. The breakfast was fine. The bar and bartenders were great and kind, and did their best to handle the many guests attending the evening managers reception. Walkability: Really close to town center and pretty much walking distance to most restaurants.
The initial interaction with this hotel was a rocky start. The reservation check-in time was incorrect despite calling ahead to let the hotel know. After messing up the reservation, the staff said they were overbooked, wouldn't be able to fix it, and to "just come the next day," which wasn't a viable solution. Had we not continued to advocate for it, we would not have had a room to stay in, which was especially frustrating since the reservation made months in advance was made for a business conference they were hosting rooms for. After several calls, they were able to fix the check-in time. The rooms were adequate but didn't go above and beyond. The shower in our room had off putting rust on the drain. The room had more than normal wear and tear. The beds were decent and appeared clean. There was a living room space and a bedroom with two full-size beds. They may be trying to slowly renovate given the difference in atmosphere between the lobby and the rooms, even so it was still not as good as we would have liked. The breakfast service was very good! The food was good and the service was pleasant. Wifi did cut during the second day of our stay, and since I was working remotely, I had to use my mobile hotspot. It did eventually fix itself. Housekeeping is by call based on a sticker on the bathroom mirror, and they appear to arrive mainly on the last day of your stay if not called on before. I'm not sure if that is the case, just an observation with our experience. The location was great! Within walking distance there were several restarants and the conference center is right across the street. Parking was also an easy experience, but the deck needs repairs. The elevators to the deck don't light up, but they do work. The same comment goes for the hotel elevators.
Where to begin.. This property is well past a remodel.. Rust on the vents, mold in the bathroom, stains on the walls and chunks of drywall missing in spots where luggage has hit it. A/C sounded like rocks in a can- and the toilet was running all night. Bedding was good- but that was about it. Check in was easy- breakfast was good- but sadly the condition of this property is a bummer...
The customer service here is top notch! Quinton went above and beyond on a phone call I had with him. And, someone chased after me one morning at breakfast as I had to carry food back to my room for an early work call, but she wanted to make sure my food was covered! Super hospitaable and nice. The rooms are older and dated, but I'm sure they will be up to par once redone. They were incredibly clean, though.
The staff was great. The breakfast was really top notch. They have the usual fair but the made to order omelet bar and fresh bacon was really great. The open area on the second floor was a great area to meet and get a little work done and had a really open air feeling. Nice to have a table to work at in the room separate from the bedroom
