Kimpton Charlotte Square

Fabulous property near the old city. Top notch service and personnel who went out of their way to make sure our stay was perfect. Emily was fantastic during happy serving happiness with a smile. Miguel checked us in and made us feel so warm and cared for. Abril created a way for us to use our hotel credit after checkout. Just class all the way around. This place is lights out.

This was my first, and last, stay at a Kimpton hotel. I can’t believe this hotel qualifies as a 5 star hotel. From the moment we checked in, I knew right away our hotel stay was going to be subpar. I had researched many other hotels and wish I had picked any one of those over this one. The reception area was run by what felt like amateur, inexperienced staff. There was a lack of professionalism, etiquette and care. The staff didn’t seem to know their own hotel when we asked simple questions about the restaurants in the hotel. There was no friendly greeting from the doormen as we left for the day or came back in the evening. He was only concerned with collecting his umbrellas. Our room was right next to the housekeeping closet. We could hear the housekeeping staff coming and going late into the night and very early in the morning. The door slamming each and every time. At one point we were leaving the room in two minutes when the housekeeper knocked on our door for our morning turndown. We asked him to please wait and come back in two minutes as we were heading out for the day. We came back late in the evening and he never came back and our room was never refreshed. Some of the “complimentary” snacks such as the chocolate bars in the room were stale and we were given sparkling water even after we asked for flat water. The lack of care to attention to guests was terrible. Oh and forget trying to figure out the light switches in the room or how to work the tv. Definitely not a 5-star experience like we have had at other hotels. But the EXTREMELY disappointing part was the morning breakfast! When we travel, we LOVE starting our day at our hotel with their breakfast! It’s a tradition for us and has always been a fun thing we look forward to on our trips. Not this time! Once again, the staff was unprofessional and ill-mannered. They have hired very young staff that have not been properly prepared/trained on how to treat guests. While there was NEVER a wait or the restaurant being busy, we were always treated as if the staff was expecting a bus load of tourists to come pouring in and we would have to leave. The bus never came. The offerings at the buffet were horrendous! Packaged food warmed up and put into trays. Bland food that looked days old. When I asked for an omelette, our server would say every single day, “I have to ask our chef if he has the time.” The chef and staff would be hanging out in the back yapping and not caring about their guests. You could see right into their room. Asking for an omelette was such a hassle for them, it was unbelievable! They didn’t even have any veggies other than onions and tomatoes. No greens of any kind. I asked for my money back after our first morning, for the extra portion I paid for the breakfast for our stay and was told the manager would never approve the refund. I couldn’t even talk to the manager! The only good part about our stay was the last evening we were there and we went to their Happy Hour. The staff at the bar was so very friendly and kind. They even made us coffee drinks since we don’t drink alcohol (while we were told they don’t serve coffee at Happy Hour by the front desk staff which is why we never bothered to go any of the other days we were there). This Kimpton Hotel at Charlotte Square should be rated maybe a 2 or 3 star hotel. They are NO where near being even a 4 star hotel let alone a 5-star hotel. I have stayed at many hotels and this is probably the worst one. Skip this one and stay somewhere else if you have any kind of standards and expect excellent customer service and a comfortable, accommodating stay with care and attention.

We stayed for 2 nights. The neighborhood is good and walkable to many restaurants like Brown’s and Scarpetta’s. Hotel staff is charming and extremely helpful. The breakfast is included and is very good.

The location was great, the room was clean and all of the staff was helpful. OSCAR was especially helpful when getting our bags into the car back to the airport. We didn’t have any cash to tip him but he helped us anyway and was incredibly kind and caring.

It is a real pleasure these days to find a hotel concierge team that is knowledgeable, helpful, and genuinely willing to go the extra mile to ensure exceptional service. The concierge team at the Kimpton is exactly that. An absolute five-star team, and in particular Oscar, who went out of his way to ensure our stay was perfect. His professionalism, local knowledge, and willingness to help made a real difference to our experience. Thank you all for making our stay so enjoyable.