As licensed travel agents and operators of GlobeHopper and its accompanying YouTube channel that together reach over 200,000 monthly readers and 24,000 travel agents via our monthly newsletter, we spend a significant portion of our time reviewing destinations and accommodations. Our goal has always been to provide honest feedback to travelers and colleagues alike.
In recent years, we’ve noticed a growing trend: clients and readers who once adored Myrtle Beach have been asking us for alternatives. Dated hotels in need of upgrades or renovations, inflated rates for subpar accommodations, boarded up properties particularly in the downtown area, and rising crime have all contributed to lowered tourism in the region. During our last visit to Myrtle Beach, even during fall Can-Am Days, the town was eerily empty; beaches, pools, and restaurants included. So, we set out this fall to explore other southeastern coastal destinations such as Charleston, Isle of Palms, Kiawah, and Hilton Head.
The Sonesta Hilton Head came to our attention. We’d been told the property was beautiful, and a recent renovation had upgraded the rooms. Naturally, we were excited to spend three nights there to see if it was a destination we could confidently recommend.
Unfortunately, our experience with Sonesta Hilton Head never even made it to check-in. And that in itself tells you everything you need to know.
First, when we reached out to the property’s general manager to ask about the best room selection for our review and video features, we were met with resistance. Rather than welcoming the opportunity for exposure, we were told flat-out that we weren’t “allowed” to do so without special permission. He even went so far as to say it was the policy of ALL hotels and resorts, which simply is not true. It was an unusual stance considering guests regularly post reviews, photos, and videos to Google, Tripadvisor, YouTube, and a myriad of personal travel blogs. The GM’s tone, as well as that of the front desk staff who fielded our calls, was curt and unwelcoming.
The real test, however, came just days before our arrival. As we prepared to leave Toronto for our 19-hour drive, we received notice from the first hotel on our road trip (Embassy Suites Mount Pleasant in Charleston) warning us of an incoming storm and possible impact to our stay. Seemingly, Charleston had already declared a state of emergency, and their manager kindly assured us that late cancellations would be penalty-free under the circumstances.
Concerned as to which storm was being referenced and what we were potentially driving into, we then researched and discovered that soon-to-be-named Tropical Storm Imelda was forming off Haiti, with the National Weather Service, the National Hurricane Center, and regional outlets all warning of high winds, heavy rainfall, storm surge, and flooding along the Carolinas due to arrive the same night we were supposed to reach Hilton Head. Furthermore, the storm was expected to further strengthen to a hurricane by that time. But even if it didn’t, coastal impacts would remain the same due to the proximity of the storm to the coast.
Unwillling to risk a 19 hour drive for a situation that seemed inevitable at the time, we called Sonesta Hilton Head next. What followed was a frustrating cycle of rudeness, misinformation, and shifting goal posts. Our calls were ignored, bounced around, and at one point someone hung up in our ears before even saying hello. One staffer claimed no storm even existed and insisted we’d be penalized for a cancellation. Another admitted there was an incoming tropical storm with warnings of severe weather, but said nothing could be done to waive our cancellation penalty without an “official” announcement. Eventually, a supervisor acknowledged that guests were already calling to cancel or rebook reservations, but instructed us to call back once the state of South Carolina made it official that they were acknowledging the storm. At that time, she promised that our late cancellation penalty would be retroactively refunded.
Within hours of our call, both North and South Carolina governors declared states of emergency. And by the next morning, the storm indeed had been named: Tropical Storm Imelda, and it now carried the potential to intensify to hurricane strength. We called the Sonesta back with this “official information”, only to be told by a front desk worker that the declaration of a state of emergency did not count, nor did the official naming of the storm. We were asked to call again a few hours later when the manager would be in. So we did. This time we reached a cocky and curt representative at the front desk, who insisted there was no incoming storm and no state warnings. When we inquired as to whether we could speak with the manager, or possibly the supervisor we had spoken to the day prior, he declined to say if the manager was in, or would be in. Instead, he offered only that, “she comes and goes as she’s feels like it.” The flippant explanation made it sound like the staff did not have much supervision or direction.
Frustrated, we finally reached out to Sonesta’s corporate head office. The representative immediately understood our position, and agreed that a 19 hour drive to the destination was risky given the uncertainty of the impending weather. He acknowledged that the Hilton Head location should have exercised far better judgment and customer service in such a situation. Sadly, the property itself seemed more concerned about retaining a one-night penalty fee than fostering goodwill or welcoming back repeat business.
In the end, we chose not to stay, and we believe we dodged a bullet. Between the dismissive General Manager, the ever-absent manager, the consistently unpleasant front desk staff, and the refusal to adapt to a very real weather situation, Sonesta Hilton Head left us with zero confidence in their hospitality or integrity. And we began to understand the abundance of negative reviews online, especially those concerning rude and unhelpful staff.
As it turned out, two days later the storm took an abrupt and unexpected turn out to sea, following in the path of Hurricane Humberto. However, the point is, we had no way of knowing that at the time of our cancellation, and neither did the staff at Sonesta. Not even the National Weather Service and National Hurricane Center knew it at the time. Yet Sonesta was willing to gaslight us with each phone call in order to retain a one night fee as a penalty.
We want to be clear: our criticism is not of the Sonesta brand as a whole. We’ve had excellent experiences with their properties elsewhere. But this location, in our view, is a prime example of poor management and poor customer service.
Our goal had been to highlight Hilton Head as a worthy alternative to Myrtle Beach and to feature Sonesta as a shining example of coastal hospitality. Instead, we are left with a bad taste in our mouths and no reason to recommend this property to our readers, clients, or fellow agents.
Sometimes, dodging a bullet is the best review we can give.
Note to Readers:
In more than 10 years of reviewing hotels and resorts, we have never once been told we could not review or video a property, especially as we are discreet, do not use cumbersone equipment that would get in anyone’s way, and do not interefere with guests or their privacy. Whenever possible, we video first thing in the morning or late at night when the property is quiet and empty. Consequently, most hotels and resorts have welcomed our presence. Knowing that we are licensed travel agents with a large website, YouTube channel, and industry readership, many resorts go out of their way to ensure we see their best rooms and features.
That’s why Sonesta Hilton Head’s reaction was so unusual. Instead of welcoming the opportunity, the general manager insisted we were “not allowed” to review or video his property nor ANY OTHER hotel or resort without going through special channels for permission. Perhaps he doesn’t realize that even casual guests have uploaded YouTube videos of the property and have posted hundreds of reviews online because it’s completely legal. This misinformation and strange protection of the property, combined with the ever-changing cancellation policies, and dismissive and unprofessional tone from front desk staff, left us questioning not only their hospitality and integrity but also their confidence in the property itself.