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TripAdvisor traveler rating926 reviews
Nice facility, customer service needs improved
This Courtyard, facility wise, is one of the nicest I’ve been to. It’s right on the waterfront, next to a walking path, with a very nice patio, lounge, and lobby area. It has a resort feel to it. The rooms are also nice — large, many with balconies. The beds are okay. The toiletries are also okay. As for the customer service — it needs improved. Granted this is just based on my 2 night stay during COVID-19. No one I spoke to went the extra step to make sure you had everything you needed or wanted. No one asked how I was doing or greeted me with a smile. It was actually a bit depressing each time talking with them. My card key quit working on 3 occasions and each time when I went to get my card reset there was no apology or concern. Maybe my expectations are just higher than most. I’m a titanium elite member and have traveled extensively over the pay several years. I’ve seen the potential and staff the goes above and beyond. I just didn’t see that here.
Great Service Maura and Robert!!!!
Great service, Great People, Overall Wonderfull Experience!!! As a titanium elite member I definitely enjoyed my stay!!! Robert was very kind making sure my wife and I were comfortable! Maura went out of her way to Make my wife a fruit salad though having limited means due to COVID 19!!! We will definitely stay here again!!!!!
Unforgettable Stay with Marriott
Sitting directly on the Ashley River, we We enjoyed the sound of the water & the feel of the breeze. We visited during highway construction, so there were drilling sounds throughout the day. Our room had a broken towel holder upon arrival. We didn’t bother to call the desk. However, later we couldn’t get the TV to work. The internet only worked on some channels. We called the front desk and a worker came up and basically said, use the channels that do work, there was nothing he could do. The lack of diversity in the hotel was a huge concern! I walked in many times and nobody spoke. I waited and waited at the front desk and couldn’t get assistance only to have a white person walk up and get a greeting and immediate assistance. I called the front desk once for help and someone asked if he could call me back. After waiting 20 minutes, my white boyfriend called and was greeted with hello Mr.... I was baffled by the blatant treatment. Most minorities were in the back of the kitchen, housekeeping, or maintenance. The managers that I saw were white. The kitchen staff was incredibly nice. My food was great although it was definitely overpriced. The average wait for any food was 30 minutes. The kitchen didn’t seem to know who was a cashier, cook, vs a busser. Kitchen management lots of times sat around on kindles while the cooks or workers ran around trying to get things done. They were completely understaffed. Management could careless. There were no signs on what to do with food or plates once finished. Just extremely disorganized. It was truly frustrating. Jr. a staff helped us get breakfast once because we just couldn’t figure things out. We weren’t given a list of local restaurants and when we requested one, the list was outdated. Some of those places had closed years ago. The shuttle does not go to the airport which is ridiculous. This hotel is perfect if you want to be close enough to downtown, but not in town directly. We were about 1.5 miles away from King St. We were able to walk there in about 15- 20 minutes or bike there. I absolutely love the look of the hotel. There’s an outdoor pool. A 24 hour fitness center. Great for business. I couldn’t imagine having to deal with all of this with children.
A roller coaster ride. So many ups and downs!!
We recently stayed here for a full week. This is a difficult property to assess because for every positive there is a matching negative. They were able to upgrade us to a one-bedroom suite, which was big and amazing. However, there is only one clothing drawer in the entire suite. There are two tiny drawers (one in each nightstand) but they are not really big enough for clothes. Since there were two of us there for a whole week, I put all my clothes in the lower kitchen cabinets. Those were completely empty after all since this property does not provide any supplies in their kitchens. They texted us that our room would have a water view. It did not. It was a view of the interstate and roofs. We asked about the possibility of a water view and Devin said it was available. One hour later, when we went to the desk to make the switch Mara said it was not available. I asked about fresh towels one day even though we were participating in the Green Choice Program. Mara said they would change the sheets and give us fresh towels even though the green choice tag was on the door because we had requested it . They did not and then she claimed she never said that and would never have said that. I have been in customer service and facility managment for many years and that is a cardinal sin. You don't imply to the customer that they are a liar. The shuttle into downtown was free for us but normally costs $6/person. I've never heard of a hotel charging for their shuttle so I am glad it was free. The parking normally costs $8/night. It is nice that they are still in single digits for their parking charges. That's rare. We had two vehicles and they were nice enough to give us a free pass so we only had to pay for one vehicle. We stay at a lot of Courtyards and are familiar with the Bistro. The food is usually good. This chef is not. Each item tasted ok, but not as good as when we had eaten it at other locations. The first night my chicken/bacon quesadilla had NO bacon. The second night the skillet meatballs, which come with artisan toast had NO toast. The chef needs to learn the menu. Lastly, since we are travelling during the coronavirus pandemic, it would have been nice to see the staff wiping down the common areas during the day. But, I never saw that at all during the week we were there. Maybe I am supposed to have faith that they did it overnight while guests slept. . . Overall, I am really torn as to whether or not I would stay here again.
Nice Location, but ....
The property has a nice location on the waterfront and great shuttle service but needs some improvement —- first, I stay at quite a few Courtyards and the Bistro at this property is the worst, first night waited nearly 45 minutes for my food, one morning a breakfast the line was huge and it seemed like the staff was very unorganized. Also needs a facelift in spots, hallway carpeting has stains and my bathroom ceiling had what looked like mold spots.