Comfort Suites Charleston West Ashley

Let me preface this review with the fact that up until this checkout experience we were loving our stay at this hotel. The breakfast selection was good, the heated pool was amazing for my daughter, and the staff had been friendly. I was traveling for work this week so my mom, grandma and daughter came with. Our checkout was scheduled for today, 9/19, at 11am. Due to me working a half day my mom went to the front desk last night around 9pm, we were doing laundry in the hotel facility room so I can check for the exact time, and asked the worker if we could check out of the room as scheduled and hang out at the pool until 1pm when I would get to the hotel to grab them. The worker said not a problem. We never once asked to stay in the room longer and we understood if the answer was no, as that would be company policy, no big deal. Since the answer was yes I loaded the car at 8am this morning and went to work. My mom, grandma and daughter left the room a little before 11 with the few bags they had and went down to the pool. They spoke with a worker who acknowledged they had already checked out and even offered to help fix the keycard if it wouldn’t let them into the pool since our room number was dedicated (I’m assuming). A little after 12:30(again I’m assuming since they were in the water and did not check for an exact time) my grandmother went to the front desk to ask for swim towels to dry my daughter off, there were none in the basket inside the pool room, and was told by the worker that due to them being past checkout they had to leave the premises. My mother called me at 12:55pm and was standing outside the hotel with my 10 month old daughter and grandmother. I did not get to the hotel until 1:36, thank god I was allowed to leave work early today, or they would have been stranded in the heat. Uber was not an option as I had the car seat. My daughter was exposed to this heat for almost an hour because of an mis communication among employees. Again, had we been told no when we asked they would have came with me to work and there would have been no issue. When I arrived at the hotel they began packing up and I went inside to ask for the managers information. The worker at the front desk asked what happened and I began explaining everything. She said I was confrontational in my tone, I’m sure I was when it came to my daughters face being so red from the heat when I got there, but that’s not where the problem was. She told me I was lying and that I had been outside for a while and that my mother and daughter had just walked outside. That she had watched me pull up a long time ago and that they had not been outside for 45 minutes. I became upset saying that she was not actually saying I was lying and explaining that they had been outside there that long and she continued to say I was lying. I told her to check the cameras and left. I came back maybe 5 minutes later to get the general managers name. After she gave it to me she said “and by the way our cameras have audio and your family was not told to leave the premises they were told to leave the pool. They chose to go outside with your daughter”. I confirmed multiple times that was not what was told to them, if it was I would like to have someone verify that footage because they are adamant they were told premises. If that was true and they were told to leave the pool, why were they also told they could stay earlier in the day and that they would even have their pool card fixed? After I pulled up my life 360 report where it showed I left my office on wappoo dr at 1:21 and arrived at the hotel at 1:36, she then stated that maybe she was mistaken and there was a different car similar to mine. At this point I’ve been called a liar, she’s still being confrontational with me and is accepting no responsibility in her actions. I would like to again state that I wanted nothing from her but an apology. I wasn’t asking for a manager to request a refund nor did I ever expect for my family to be allowed to stay at the hotel past check out, I was extremely happy when they were told they could stay and even made the comment that I would stay here again and again due to the experience. That is no longer the case. As I walked out and said I would be calling the manager she said “I hope you can calm down”. My daughter was so hot that when I FaceTimed my mother again on the drive to the hotel at 1:26pm her face was beat red and she was sweating. This would be an entirely different complaint had something happened to her and she had gotten heat stroke or experienced any issues due to being outside. If they were allowed to be in the lobby why didn’t the worker see them outside and offer that? Instead she doubled down on being rude to me and saying that I was a liar. I have never in my life experienced that disrespect from another customer service representative and I truly hope that the footage is watched and actions are taken to ensure this doesn’t happen to another family. AGAIN, I’m sure I was being confrontational in my tone as I was extremely upset that my infant child, who cannot regulate her own body temperature, was forced to stand outside and then was called a liar repeatedly.

My wife and I had a wonderful stay because of multiple factors. All 5 staff at the front desk were exceptional. Helped us in to many ways to mention. The gentleman (sorry I forgot your name), Karen, and Latoya as well a Bill and "Q" (???) come to mind. Room service equally exceptional. The younger miss made it a point to go out of her way many times to provide fresh towels and such as we were there 10 days and didn't require daily room service. Nice breakfast with many choices and variety somewhat changes on breakfast meats at least every other day. Coffee is always available 24/7. Perfect location to travel to multiple parts of the Greater Charleston area as it separate highways to here or there are withing walking distance for each direction. Will of course be back. 2nd stay in two years and both for 10 days... or more.

Place was nice but customer service was disappointing. Made the stay unwelcoming and significantly impacted the overall impression of the hotel. Front desk staff should be more accommodating and helpful. Do not appreciate being hung up on after asking for more towels. staff could help with being more polite and friendly.

Nice clean hotel. Bed comfortable. Service good. Pillows are older and should be replaced. No trouble with traffic noise despite being surrounded by busy roads. Breakfast was good and included eggs and sausage. Has elevator which works well and indoor pool. My main issue were the busy highways immediately around it. There is also a median in front of the hotel making the highway function like a one way street for awhile and which requires you to find a turn around spot to go in the opposite direction. There are other hotels on the same highway that look easier to get in and out of.

I booked this hotel based on the overall rating on tripadvisor....read the negative reviews, this hotel is over priced, needs maintenance, rooms near the elevator are noisy, and hotel staff could be friendlier. We arrived along with three buses of high school kids. I asked to be on the floor with no kids but we were told they were interspersed throughout the hotel. Our room ended up having an adjoining door that we could hear the kids on one side and the elevator on the other....we were sandwiched in noise. Fortunately we were moved. The rooms are dated. Dirt was encrusted in the corners of the bathroom floor tile. The pillows are lumpy. The mattress was comfortable. If I was charged $150 instead of $250 I would be more forgiving. For $250 a night I expect more.