The Sanctuary at Kiawah Island Golf Resort

Beautiful, 5 star. Will return for sure.
Apr 7th, 2024

Apr 1st, 2024

Mar 28th, 2024

Mar 27th, 2024

ABSOLUTELY HORRIFIC! DO NOT STAY! NOT THE SAME AS BEFORE! Stayed in December and had the time of my life. Returned in March to propose and from booking to check out it was an absolute nightmare. The staff was BEYOND rude. They actually took the time to block my main email address from writing a review instead of contacting me back. The spa was rushed and an overall awful experience. They automatically charge 25% for tip even if youre unhappy with your service they actually had the gall to remove the spa from my bill and then add it back on after I left LOL. The front desk manager Mike Supko was BEYOND rude to myself upon expressing my concerns at checkout and called me a liar and was even ruder to my fianc. Reeves McAlhany went AWOL on me after sending me 4 different portfolios and the icing on the cake is the final portfolio being from my stay in December. Reeves continued the The Sanctuary tradition of horrific service by refusing to respond mid email thread. Katie the assistant GM spoke on the phone and promised to call back within a day or two. Its been a week and crickets. I have no idea what happened to this property but its changed quite a bit from just a few months back. Through AMEX Fine Hotels and Resorts you receive a room upgrade upon availability. They actually downgraded my room and it wasnt even cleaned. Urine was in the toilet and they locked us out at 4:10am claiming I never gave a credit card upon check in.. how do you get a set of room keys if you dont have a card on file?! Mistakes happen.. but an apology or even just affirmation would be nice. Instead I received an earful and was called a liar by Mike DIRECTLY after the lovely young lady working the front desk apologized and said it was a mistake on their end. Making reservations was impossible. They dropped the ball on my Ocean Course reservation, and the Spa kept putting me on wait list yet when my Fiance called a week later they magically had a spa appointment and didnt even know she was a hotel guest. Mike told me they would fix the 15% off that they give to all room charges that arent merchandise or golf and then the hotel turned around and said they stopped doing that as of January 10th LOL. An absolute joke. The entire experience was so awful. The best part is the spa tried blaming their half-effort massage on us being late do to eating brunch.. we didnt eat until after because in room dining didnt deliver our food. After about 10 phone calls they refunded me $48 on $650 of charge. If thats not a slap in the face idk what is. Not a single staff member cared in the slightest. I have NEVER wrote a review in the past but after this experience I want to warn others to STAY AWAY. Bill Lacey the GM should be ashamed. Who leaves a hand written note in someones room thanking them for returning so quickly and asking them to reach out if anything is needed and then not even taking 2 minutes to speak with them. The WORST hotel stay/experience of my life. A true shame, as the Ocean Course is as good as it gets for a golf purist.
Mar 27th, 2024