We had to travel to N Charleston bc our child requires specialist care at MUSC. We stayed one night.
CHECK IN: The front desk staff had two women when we arrived after hours of driving. I did not catch either of their names. One of the women (dark hair, olive skin) was very kind and had a calm, gentle, caring attitude. The other woman (dark hair and dark skin) appeared as we were speaking to the first woman. This second woman was shuffling papers and doing who-knows-what while we were having a conversation with the first woman. She overheard the conversation and interrupted to offer her opinion - but never looked up from her paper shuffling to acknowledge us. She seemed to be the manager or supervisor. She never stopped to look up from her noisy business to say hello, or greet us, and she didn’t look at us when speaking to us. I chalked that up to “maybe she’s having a moment dealing with something frustrating” - but later on, I had another interaction with her. She was the exact same. She seemed hurried, busy, and annoyed. No eye contact. No smile. Rude.
ROOM: Our room was not terrible. The sheets smelled clean, but attention to detail in this hotel, Is lacking. Rust on the door hinges, random scrapes on the walls, paint on some fixtures, signs worn and scraped up, stuff caked on the kitchenette shelf in our room, some sort of mysterious stuff in the tub (blood?), something sprayed on the wall, etc.
POOL: Clear signage for the pool is lacking. There is one sign pointing down a long hallway, but no additional sign to let guests know they need to turn into another corridor to reach the pool. We wandered around and had to ask a kind maintenance man for help. When we arrived, we found about 6 people, fully clothed, drinking Bud Light by the postage-stamp sized pool. They weren’t bothering anyone, aside from being very loud at times. But it was a bit awkward swimming with my young child while strangers watched us from 4ft away. The pool - aside from being very tiny - isn’t awful. It could definitely have been about 5-10 degrees warmer. BREAKFAST: I was impressed with breakfast. A wide variety of options. I was even able to find options for my diet-restricted child. That made me very pleased. However, the staff in charge of breakfast could have been more personable. They were coming out with trays to restock and instead of waiting for a guest to move from an area to replenish something, they would crowd the guest and reach over/around them to restock. All the while, making no eye contact, no smiles, no “excuse me”, no “good morning”.
STAFF: I feel the staff can use some training in etiquette and guest relations. It really doesn’t take much to make a guest feel valued and appreciated. Taking a moment to offer a genuine smile and ask about their stay, making eye contact, these are small gestures that go a long way towards giving guests a good feeling. Unfriendly staff can ruin a perfectly good hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from GM7535, General Manager at SpringHill Suites Charleston North/Ashley Phosphate
Responded 1 Feb 2020
Thank you for choosing to stay at the SpringHill Suites Charleston North/Ashley Phosphate and providing your honest feedback on the Guest Satisfaction Survey. Providing the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectations. As a teachable moment, we have shared your feedback with the appropriate hotel team to ensure the necessary guidelines are in place to prevent future occurrence. Once again, thank you for your valued feedback and we hope to serve you again whenever your travels bring you back to North Charleston. Sincerely, General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC