Market Pavilion Hotel

“This Leading Hotel is an embarrasment to the industry!”

I was shocked by the service at the Market Pavilion Hotel in Charleston during my recent stay. Given its status as a Leading Hotel of the World and a AAA four-diamond rating, I expected much more, but this was one of the worst hotel experiences I've ever had, making me doubt the other members of that group. I've stayed in hotels all over the world, from Fujairah to Curacao, and hundreds across the US, usually choosing small luxury hotels or occasionally large brands, always seeking excellent customer service. None of those hotels are Leading Hotels of the World, but this one is. I was appalled by several issues that shouldn't happen at this level: poor service, lack of management from the general manager and desk manager, and cleanliness problems. Upon arrival, the restaurant at the Pavilion Bar took over 30 minutes to seat me, then another hour and a half to bring a menu and another drink. An older couple nearby waited over an hour for two cocktails. We couldn't get any staff's attention to complain, and the free-for-all seating meant if we left to find a manager, we'd lose our table to the 20 people waiting. When I called the concierge about reservations at Grill 225 in the hotel, the response was that I couldn't get in until early next week. There's a fine line between sassy and rude, and while playful banter is fine, I've never stayed at a hotel where staff, especially a concierge, could be outright rude to a guest, particularly a concierge-level one.

A visitor · Over a year ago