Submitted on 10-17-2016
My mother and I traveled from VA to SC to visit my best friend, who is passing away from end stage Alzheimer's. We checked in for 5 nights originally. For that period of time, all was well. We even made fast friends with a few of the housekeeping staff and adore the breakfast ladies. Then due to my friends condition, we needed to extend our stay. At that point we were offered a suite. We moved..twice actually, because the AC in the first one didn't work before or after we watched them change it ...
My mother and I traveled from VA to SC to visit my best friend, who is passing away from end stage Alzheimer's. We checked in for 5 nights originally. For that period of time, all was well. We even made fast friends with a few of the housekeeping staff and adore the breakfast ladies. Then due to my friends condition, we needed to extend our stay. At that point we were offered a suite. We moved..twice actually, because the AC in the first one didn't work before or after we watched them change it out. We got settled, and having been caught up with my friend and not too news aware at the time, realized we were going to be hit by a hurricane. So needless to say, we extended again, and were all ready to give this hotel wonderful reviews, DESPITE the fact that when walking my poodle on at night in the super dark premises, I stepped into a hole, landing face first into some newly trimmed bushes, busting my lip and needing 10 stitches down my nose. However, we weren't too happy when one evening, the police alerted us in the parking g lot that my car door was was open. Still not sure what happened, but that was one of the two nights the place was almost surrounded by cops, the front doors were locked, and people were just sitting in random cars in the dark. We soon realized that we could not get home to VA yet because the floods from Hurricane Matthew had closed I-95. So, as we were going our, I explained this quickly to the woman at the desk, at that time Kenyatta, who said no problem just let them know when we returned. Well, much to our surprise, when we returned later that evening, and I approached the desk to sign the extension form, Kenyetta (yep, same girl) informed me that right after we left they had rented all rooms unreserved to Palmetto Electric, whom they supposedly have a contract with. What???? The o my reason we had not already extended was because KENYATTA told us we were "good," and to take care of it when we got back. I was very upset, and despite the fact that she told everyone, including other guests that yelled at her in the lobby and made guests leave, I likely did raise my voice. I am not one to yell and hate it with a passion. I asked her to call the manager (I think she was anyway..Ebony) immediately as we needed to know if we would have a place to stay or not, because every single hotel for miles was booked. We got up to our room, unsure if we would be there the next night or not, when Sean, supposedly the "Director of Guest Relations" called our room. Instead really addressing concerns he said we would see in the morning, but not to put all my eggs in one basket." What really floored me is that, in his supposed position, instead of making us feel better he sternly told me twice that Kenyetta said I was yelling at her and caused people to leave and that is not good behavior - that she could have easily called the police and had me escorted out." SERIOUSLY???? The next day, the general manager, Cindi Williams, was at the desk apologizing to us, saying she had not intended us to be included in all of that, because we had been so loyal and "spent so much money with us." And it just so happened that due to an unrelated accident my mother had, we extended once more, through Saturday, October 15. We were not given any hassle but for the last three days of our stay Cindi approached my mother with "are you leaving today?", even though she knew differently. On Friday morning when she again asked and mom said no, she said "Well, I just don't know what I'm going to do. I'm 13 rooms overbooked." My mother looked at her, obviously shocked that she would say that to a guest, and Cindi repeated herself again. My mother, at that point said "Definitely sounds like you have an issue," and walked away. We did not see Cindi again, but we're told that same day by the housekeeping staff that Ms. Brown, their supervisor, had told them, I assume per Cindi, to encourage the "extenders" to leave. Those poor girls were appalled and said they could not do that. (Ms. Brown had a horrible attitude the whole time we were there). Then that same day, several of the front desk staff told us that they, too, were told to "suggest" that we leave. That Cindi had said they would just have to put people out. Huh???? Now, I was a property manager for an apartment come for 7 years, and if I had EVER even insinuated to a resident "I'm sorry, you've been here two years and never late on your rent or bothersome, but you have to leave now because we have new people who are willing to pay a higher rate and we need the room," I would have been immediately terminated. The goal should be customer retention, do that when they do leave they will likely return and encourage others to do so as well. But we were made to feel very harassed and unwelcome, right down to the last morning when Ebony asked my mother what happened to her hand, immediately followed by " you guys ARE leaving today right?" Believe me, at that point we could not get out of that hotel fast enough. Upon leaving, there was something greasy in front of the elevator on the third floor, and I slipped and fell totally down on my right hip. This was witnessed by my mother and three employees. I did file an accident report, but have heard nothing. I have NEVER visited such a poorly managed establishment. And it's such a shame. The hotel us beautiful, the housekeeping and kitchen staff are wonderful, helpful, and a lot if fun to be around, and the full, hot breakfast was delicious every morning. Both the fitness center and pool/hot tub were enjoyable, but mostly for us though, we found the pool way too cool, and the hot tub, supposedly designed for four, held 2 comfortably, but is made of rough cement thatbith scraped my hands and picked my bathing suit. But the staff made up for that easily, with their pleasant attitudes. Unfortunately though, instead of encouraging people to visit there, or even considering returning ourselves, we will be warning others to avoid it like the plague, because of the unprofessional, unkind, and downright annoying management. I have NO idea how it why Cindi is the general manager there, but in my opinion, both guests AND employees would be much happier and more dedicated if treated better. Cindy, Sean, Kenyetta, and possibly even Ebony, need to be terminated. They ruined what could have been a fabulous 21 day stay by pestering, threatening, and making us feel very unwelcome. Can you imagine what we spent in 21 days? I would never, ever consider spending my money there again, especially with Cindi as the unprofessional GM that she is. No thanks.