As a new Hilton Honors member and staff employee, I was genuinely excited to experience Hilton’s service firsthand. The app setup was seamless, and booking for friends and family was simple—until check-in day. On October 31, my mother-in-law and aunt arrived after driving four hours from Greensboro. Instead of being welcomed, they were told they couldn’t check in because the reservation was under my name. I take responsibility for the mix-up, but what made the situation worse was how it was handled. When I called, the first manager (Ed, I believe) was defensive and short-tempered. The second, Elizabeth, began pleasantly but quickly shifted to the same sharp tone. I understand policy, but delivery matters. Their words may have been correct—how they said them was not. The issue was eventually resolved after canceling and rebooking, but the experience left us frustrated and disappointed. For a property as beautiful as this one, right on the Charleston waterfront, the customer service should match the view. I strongly recommend management review this call and consider additional training around tone, empathy, and handling sensitive guest situations. Even when policy is firm, the delivery should still feel like Hilton.

2nd time staying here! Its easy in and out, staff is amazing! At night we got ubers to go to Kings street and what have you, all were within 2-5 mins and no more than $10-$12, great location! Will definitely stay here when Im in Charleston!

I am a loyal Hilton honors member and a fan of their hotels, but this has been the worst experience at a Hilton hotel I’ve ever had. I was awoken by fire alarms at 2:30 AM. Normally this would not have been an issue, as emergencies happen, but I was informed by the employees that it is just a reoccurring issue with their fire alarm and that nothing set it off. Because of the lack of sleep I was able to get, I tried to talk to management about making adjustments to my stay. Instead of simply telling me no, they rudely called me a twink and insinuated that was the reason I wished to make an adjustment. It was extremely bizarre and unnerving. I’ve never encountered a more unhelpful and rude hotel staff in my life.

The room was so spacious and comfortable. We had the best view of the marina and the water. This was by far the best hotel I have stayed in. The lobby was magical and the front desk attendant was very friendly. I absolutely look forward to booking again.

Had a great stay! One of my best experiences with Hilton. Marc at the front desk greeted me with kindness and was very professional. I am not familiar with Charleston so I asked a lot of questions about the area and Marc was so informative and helpful! He gave us the best recommendations. We will return next time we are in Charleston! Thank you Marc for the GREAT first impression of Charleston and your hospitality!

This hotel is conveniently located close to downtown and has a great view! We upgraded to a better view and were so happy that we did. Everything is so close and easy to get to. In true Hilton fashion the hotel was clean and the staff very friendly. During our stay the weather did not always cooperate and one day we were stuck at the hotel for a few hours due to flooded roads. We found plenty to do and the food at the restaurant was quite good. The undercover is a nice bonus when it rains.

I have stayed here the past two nights and it has been great despite the weather. The rooms are great, the location is great, but the rooftop terrace over looking the water is beautiful. Im not much for mentioning people names, but when someone goes above and to make a bad day good, they are worth mentioning. Kaitlin was working the rooftop terrace bar the first night I arrived, and after a long drive, and a long day of work all I was looking forward to was sitting up there and taking in the sunset. Well mother nature had other plans and there was no sunset, Kaitlin was extremely friendly, and had an infectious smile. She chatted with me while it rained and I had to hide out under the awning, recommended a few things off the menu for dinner, which were both great, and she took the time to suggest areas to go see while I am down here. Alot of people in the hospitality industry could learn alot of lessons from her.

Newly renovated everything was clean and nice, everyone I interacted with were courteous and pleasant. Franklin checked me in when I arrived and was efficient and courteous. He also checked on me later by SMS to make sure everything was good. Everything in the room worked well with no smells. We had dinner in our room from the in hotel restaurant, menu is small but everything we had was excellent tasting. Bar tender was attentive and courteous and made a great old fashioned. I would definitely stay here again.

Our stay was disappointing, especially for the price we paid. The biggest issue was the pool bathroom—it was filthy, smelled terrible, and shockingly, there was actual feces inside of the womens bathroom: completely unacceptable. The lobby-level bathrooms were also not well maintained, adding to the overall poor experience. For the cost, we expected a much higher standard of cleanliness. Definitely not worth what we paid.

My partner and I really enjoyed our stay. We were only there for one night but it was a nice hotel with a very friendly and accommodating service staff. We arrived a little early prior to check in time and they went ahead and allowed us to check in anyway. We were tired and grateful. The room was really nice, clean and comfortable. We had a room with a balcony with a river view. It was a lovely place to sit outside with a bottle of wine and watch the sun set.