Disappointing start to our stay. The room was not ready at the advertised 4 PM check-in time, despite having selected our room in advance through Hilton. The staff member who initially assisted us was rude and not particularly helpful. To be fair, another staff member later in the evening was very polite, approachable, and much more professional. Overall, they could all use some customer service training or something. What was most frustrating was that the hotel was unwilling to offer any accommodation for the inconvenience, even though the room was not available when check-in began. Guests shouldn’t be penalized because room assignments and preparation aren’t prioritized according to the rooms they selected ahead of time. Overall, not the level of service I expected from Hilton.

Stayed here over the weekend, The room itself was pretty nice and a decent size due to us traveling with kids. It was clean, spacious and had a pull out couch. Everything was in walking distance and we didn’t need to Uber any where. let’s just say this hotel needs better management. Specifically at breakfast. The manager named “James” was very rude, rolling his eyes at guest questions and concerns and he even walked away while I was asking about the empty coffee pod. He looked like he was hungover and wanted nothing to do with anybody. I prepaid for breakfast and there was NOTHING ready or good about it when it finally came out. I chose here because my daughter had a competition right next door and it was convenient. We prepaid for breakfast so we could grab it before heading to the convention center. But to no avail my wife stated everything was put up and away before closing time which is posted is 11am. Janice at the front desk was super nice and tried to answer my questions about breakfast but I was referred again to the “manager” James.

Great location if you are attending an event at Spectrum Center, the hotel is a quick 5-10 minute walk away so you don't need to worry about finding and paying for additional parking at the arena. Hotel looks recently renovated, very nice! All the staff we encountered were very friendly, particularly Quaashie at check-in who was super nice and provided us a complimentary upgrade! Thanks Quaashie and HGI Charlotte team, we will see you again soon!

Wife & I stayed the weekend. We stayed in room 905. The room was very dated. We expected a more up to date room being that the pictures online show a very nice & clean hotel. Upon entering the room, the first thing we saw was the dirty carpet. It looked like someone had spilled something red on the carpet. Also, the bathroom area could use some updates. The shower door would not slide all the way across because the bracket was broken. (Picture) As Hilton honor members, we were extremely disappointed in the condition of the room.& the bathroom. (PICTURES ARE ATTACHED) we will not be staying at this hotel ever again unless they do some renovations.

I just wanted to share a quick note about my recent stay and recognize the Guest Service Manager. From what I saw she was doing a really great job making sure everything ran smoothly and that guests were taken care of during checkin. The line was wrapped in the lobby and she stepped right on in to handle me. I came in town for a concert and was running extremely behind. So her getting me checked in quickly made my day. I also noticed how supportive and respectful she came across with the staff, which created a positive vibe throughout the hotel. It honestly made the whole place feel organized and well managed. Everyone was nice but I want to acknowledge her. I just wanted to make sure someone passed along that she is doing an excellent job.

Good: super friendly staff, clean, older building but obviously was refitted awhile ago and looks nice. Could be better: food prices in the grab and go.. 10 for two packaged cookies ?, toilet clogged during the night, in the am had to go downstairs from the 14th floor to go because they couldn't get help right then, inconvenient but they took care of it. Yes I would stay again.

As a Diamond Member and a loyal guest of this property for many years, it is extremely disappointing to say that this hotel has significantly declined in both service and leadership. I stayed for multiple consecutive days, checking out on Sunday, and what I experienced does not reflect the standards expected at this level — especially considering the premium rates charged (including parking) The first impression was alarming. The lobby and restrooms were visibly dirty and lacked basic supplies. Our room was dusty, poorly cleaned, and missing standard amenities. For a property at this price point, this is unacceptable. In past years, this hotel stood out because of its exceptional leadership and outstanding service staff. I remember Erik Kohlenstein, Lynn from maintenance, and a former Food & Beverage manager who were always present, professional, and proactive. In addition, the waitstaff used to provide excellent, attentive, and genuinely welcoming service. They handled high volumes of guests with warmth and professionalism, making breakfast feel organized and enjoyable. That level of hospitality is no longer present. Breakfast service has deteriorated drastically. There are fewer options, inadequate staffing, and a noticeable lack of hospitality. During this stay, only one server was working and displayed a dismissive attitude. Guests were required to get up and serve themselves coffee — something that simply does not align with the level of service this hotel advertises. Although I want to recognize one long-time cook whose omelets remain excellent, that small positive does not outweigh the broader operational failures. The most unacceptable issue was the restaurant being closed on Saturday and Sunday while the hotel was at 100% occupancy and winter weather was forecasted. Guests were left with extremely limited dining options. This demonstrates poor planning and a serious breakdown in management oversight. My husband and I repeatedly attempted to speak with the General Manager. He never made himself available. What is even more troubling is that staff informed us their only way to reach him was by sending an email. It is deeply concerning when even employees lack direct access to the person responsible for running the property. That level of inaccessibility reflects a leadership failure at the highest level. This is honest feedback from a long-standing Diamond Member who has seen this hotel operate at a high standard before. The current state of this property does not reflect the standards it once upheld. Until meaningful changes are made — particularly at the leadership level — I cannot confidently recommend or return to this hotel.

Just wanted to let you guys know that Ashley is a great manager. She handled our issue swiftly and promptly. She even called us to check in to make sure everything was handled properly. She made our stay better.

If you want a hotel that is truly pet-friendly, I highly recommend here! The rooms were spotless, the breakfast was great, but what set the experience apart was the staff. From the people at reception to the bartender and the breakfast host that helped me, everyone was friendly and inviting both towards me and my dogs. The bit of downside for me was how busy the road is throughout the night. I kept waking up due to the loud cars zooming by. The bed was a little uncomfortable for me, because of how soft it was. But that’s a personal preference! Even with those things being considered this is still a place I would stay at again just for all the positive aspects of my stay.

We had a wonderful stay over the weekend to celebrate my daughter's belated birthday. Roderick, the assistant manager was WONDERFUL!!! I appreciate his attention to detail, in regards to making sure the flowers i ordered were in our room. He was pleasant and welcoming. The hotel was beautiful and clean. The room was great and the view was amazing!!! I'll definitely stay here again and tell my friends to as well.