First I will apologize for the length of this review. But, this property deserves a full and complete accounting of the excellence they provide. We were staying for four nights through the American Express Platinum FHR program. We were two couples and both had rooms on the club level. Both couples were celebrating special events. We were celebrating the 50th birthday of my wife and the others a wedding anniversary.
Prior to arrival I contacted the hotel's concierge desk and this is where the exceptional service began. Lee and the rest of the team were superb! The were able to arrange private carriage rides for both couples as well as a walking tour and dinner reservations. They responded to phone calls and emails quickly and had great recommendations. This initial contact with staff gave me a great impression even prior to arriving. I felt like we were in for a great stay, and I was not disappointed.
As our taxi pulled up to the hotel, we were met by a bellman. They helped the ladies exit the taxi and retrieved our bags after greeting us with a welcoming smile. As you enter the lobby you cannot help but be impressed by the chandelier and the staircase that are the focal points. The hotel is extremely clean and were practicing all Covid mitigation strategies. The gentleman that checked us in was very polite and informative. One miscue was a failure to recognize the reservation was an FHR program reservation and the associated benefits. Additionally no upgrade was offered, nor was it explained that none were available, if that were the case. This hotel receives a very high percentage of reservations from the AMEX FHR program, I feel they can improve slightly in this area.
After check in, we were escorted to our room of the 7th floor. The club level is for rooms on the 7th and 8th floors. The door to the room was sealed with a large sticker advising that it had been sanitized (see attached photo). The bellman explained the features of the room, to include the bedside lighting controls. The room was spacious and very comfortable. It was spotless and smelled clean but not antiseptic. The television remote was wrapped in plastic and there were cans of water in the refrigerator. They do not use plastic bottles as they feel this contributes to pollution. All water on is provided in aluminum cans.
The turn down service consisted of the room being completely cleaned for a second time. Slippers were placed on each side of the bed. A can of water was placed on each nightstand. A cord was provided with the weather forecast for the next morning. The drapes were drawn and the lights turned down. It made for a wonderful atmosphere when we returned to our room for the night. On our first night, we returned to find a bottle of champagne chilling with two glasses and a card wishing my wife a happy birthday. A very nice surprise.
The club level, known simply as "The Club" at this property, was as good as almost any hotel club level I have experienced, and I have experienced them throughout the world. The service area is on the 8th floor with a beautiful spiral staircase, or elevator access for 7. There were several seating areas on both floors and all were comfortable. The offerings were very, very good. From great breakfast to large shrimp cocktail nightly. Lamb chops and she crab soup, it was all good and changed nightly. In the afternoon there was a set up of scones and finger sandwiches. Soft drinks were available all day. Beer and wine from I think noon. Then after 5 the bar was open with a large selection of liquors, cordials and aperitifs. As expected, this is all inclusive if staying in a club level room. Special shout out to the bar tender, Alex. A great guy who makes you feel like a welcomed guest in his home.
The weather was poor, but no problem as the hotel provided umbrellas if you wanted. The food in the restaurants was outstanding (see separate reviews). Transportation was provided in a seamless fashion from the hotel recommended providers. The gym was a little crowded and you needed reservations not only to use the facility, but for the specific piece of equipment you wanted to utilize. This became taxing, but understandable as they wanted to sanitize the equipment after each use. Staff was constantly cleaning, painting and sanitizing.
Overall a 6 star experience. I cannot foresee us staying at any other property when we return to Charleston. We were told the hotel was short staffed during our stay by several of the team members. If the service is at this level when staffed at 75%, I cannot wait to experience the full Belmond service!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
This response is the subjective opinion of the management representative and not of TripAdvisor LLC