The Sanctuary Hotel at Kiawah Island Golf Resort

We were looking for a last minute beach respite and chose The Sanctuary. It is a beautiful, perfectly maintained property on a beautiful Atlantic Ocean beach. Most of the staff were exceptional. Our bed was dreamy, the room perfectly appointed. The icecream shop is delicious and helpfully has a list of ingredients for all the options. If you are unaware, Kiawah is a private island of sorts and its pretty much about the golf and the beach - not a ton else to do unless you leave the island. Negatives: the front desk, on two occasions, were polite but not warm and welcoming. I felt that I was going to a stuffy resort. This was not the case with any other staff I encountered. I was annoyed that I was unaware that breakfast was included in my package - they did not mention that when I checked in (which they should have) - morning 1 I skipped breakfast (and would not have had I known it was included) - I happened to be on my travel website (Chase) checking on another reservation and saw the breakfast was included -- I checked with the front desk and they confirmed (again, polite but not warm). I indulged in the breakfast the other days and it was fabulous -- an $80 missed value on morning 1 because the front desk was not overly helpful. The poolside food was acceptable but not great -- it seemed typical pool ood and not what I would expect from a 5-star resort. I do not consider corn chips with cheese sauce poured on top "nachos." The other menus did not have good offerings for vegetarians, which seemed to endemic of this part of the south. The spa is nice but not over the top amazing. Interestingly, I have received no post-stay inquiries -- I would have thought they would want to know about guest experiences. We have traveled to many 5-star resorts in the world. This one is very nice, but not my list of favorites.

I reserved an ocean view room but only saw the other wing to the hotel when looking out the window. After closer look in the room description the view is only from the balcony. Also, given a room on the east wing so could not sit outside in the evening as the balcony was directly in the sun and too hot. Overall felt this hotel is very overrated compared to other hotels we have stayed in this hotel class. The restaurants provided just average food.

Great except hot water and water failed totally on last day preparing to leave. Called desk as the hot water pressure was almost nothing and wife showering but had to use cold to shower as the hot had no pressure. Called desk and informed them but checked with engineering and they were not aware of any issue. I suggested either pipe failure or pump failure but said that they were not problems but said they would send engineer. I said fine but really felt it was not room issue as all water fixtures were low nonfunctional pressure. After 20-25 minutes waiting I called desk since no engineer and needed to shower etc. I said it’s not a room issue but what would a guest who oversees condo ops know! I took shower cold as no pressure in hot and engineer finally came but too late. I was awake! And cold. Skip shaving etc. now all water failed. Called desk and still not aware. Finally rust at every faucet and apparently had a pump change. Now why not be honest and shoot straight. Don’t tell me they will check it out for next guest!! We finished up in lobby restroom. Went to desk and they said pump emergency. Sadly I knew that was probably issue. Maintenance and engineering should change test and assess these routinely. Sadly they were not terribly surprised and no real apology. I wonder about the infrastructure and kitchens and how this may impact them. We were profoundly disappointed with how this was handled for this supposedly highly rated hotel. It hurts those who did a great job. I can assure you I will not return. Fortunately our children and grandchildren left much earlier. Profoundly disappointed!

Two completely different experiences in one day. Went with my sister at noon, to their pool bar. Great service, and the daiquiris were good. We took the rest if the family. They all got daiquiris. Absolutely no alcohol. Unanimously we said the same thing. Ok, this happens. However, prior to this the waitress we had was so rude. There was no spot for a gratuity on the slip. So, cash right? The waitress stared at us and said “gratuity”. Before she even dropped off the drinks. Like we weren’t going to tip her. Rude. Two different vibes. The manager came by to make it right. We didn’t want another watered down daiquiri, just to let them know the service was really bad. I’ve been to a chili’s with better customer service, you would think such a prestigious place such as this, would be better.

The hotel is dated (even though it is not that old) and the food and beverage, particularly at the pool and beach, could not have been worse. It certainly should not keep its 5 star rating. On our first day at the beach, they gave us fruit with mold on it. On the second day, my wife ordered lunch at the pool and the waiter never showed up again after dropping off the food. In fact, after an hour of waiting, my wife finally flagged down another waiter for the check and then he flaked so my wife ended up leaving without getting a check. At checkout, I asked them to bring up the itemizations for that bill and, of course, the waiter gave himself 20% gratuity which I told them to remove out of principle. I received lip service from the front desk, but they did not try to fix the issue. Finally, there was a mildew smell in the hallway next to our room. We get that it is humid at the beach, but they should have a better dehumidifier system, particularly, for a so-called 5-star hotel. I’m not sure if they just have issues finding good staff, but the service in general was very slow and they were not attentive. This was across the board at all meals. We do not plan to go back.