Market Pavilion Hotel

I want to especially thank Theresean Cassie who took care of our utmost needs during our amazing stay

We stayed at the Market Pavilion Hotel for a family wedding and it was a perfect experience! The hotel is “old world elegant” and the service was above and beyond expectations. The front desk staff, Theresan and Cassie, were so accommodating, and from the valet, Danny, to Sybil in housekeeping, we could not have asked for friendlier or more professional staff. The room was spotlessly clean, the bed was very comfortable, and I highly recommend this hotel.

The Market Pavilion is a beautiful hotel - beautifully appointed, and luxurious. We were treated like a king and queen. The room was large. The bed was comfortable. The spoiled us with fresh brewed coffee and freshly squeezed orange juice each morning. The location is excellent - right on the corner of Market and East Bay Streets, right across the street from the US Customs House. We were within walking distance from every site on the Peninsula. The rooftop bar and pool were especially picturesque . . . sipping cocktails while watching the sun go down, the Cooper River bridge, Patriot's Point and the steeples of St. Michaels and St. Philips in view. Theresan, our concierge, was exceptionally professional, helpful and friendly and far exceeded our expectations. This is where we will stay on all future trips to Charleston.

Check-in was handled extremely poorly and fell well below the standard expected for a luxury hotel. I arrived at 3:00pm knowing check-in was at 4:00pm and politely asked if my room happened to be ready early. It wasn’t, which was fine. I was told to return at 4:00pm or that I would receive a call if it became available sooner. At 4:00pm, my room was still not ready. I was asked to wait on the rooftop and told I would be called when it was ready. After nearly 40 minutes on a cold, windy rooftop, well past my confirmed 4:00pm check-in time, I returned to the front desk. I had received no call. Meanwhile, I watched other guests be sent to their rooms. When I politely expressed that my check-in time had passed and this was becoming unacceptable, the front desk agent (Andreina) did not apologize or offer any courtesy whatsoever. Instead, she (Andreina) insisted that check-in starts at 4pm siting your reservation states, “From 4pm” and that my room could be ready at any point after 4pm, implying that the posted check-in time did not guarantee room availability. That logic makes no sense. My reservation clearly states 4:00pm to noon, not an undefined window. Shifting blame to the guest rather than owning the delay was inappropriate and dismissive. To make matters worse, I was offered a “ready” room only if I accepted a downgrade. When I declined because I wanted the room I paid for, the explanation kept changing from “not as nice” to “same room, just no view.” It was confusing, frustrating, and poorly handled. I finally got into my room just before 5:00pm, nearly an hour after check-in, with no apology, no compensation, and no accountability. That said, not everyone here deserves criticism. Omar, the valet and bellman, was an absolute gem. He was kind, helpful, and professional, and he deserves recognition. The restaurant was outstanding. The steak was one of the best I’ve ever had, and the service was excellent. Unfortunately, front desk service sets the tone of a hotel stay, and this experience overshadowed everything else. For a hotel at this price point, this level of check-in mismanagement and customer dismissal is unacceptable. I am local and booked this for a staycation. I won’t be back nor would I recommend it to anyone I know solely based off of what they would be dealing with at check in.

The service at Market Pavilion is like no other. Checking in we were assisted by Theresan and she was absolutely wonderful, accommodating our requests that were not guaranteed. She went above and beyond to make it happen, and absolutely made our whole weekend. The service here is why we keep coming back year after year. Thank you so much Market Pavilion stuff for making our 28th Anniversary the best ever!