I had an excellent experience with the customer service team. I would like to spotlight (Nia H) she was friendly, professional, and attentive to my needs. She went above and beyond to ensure everything was handled quickly and efficiently. Her positive attitude and outstanding service made a real difference. I truly appreciate the excellent customer service and would highly recommend this Hilton property.

Hotel is right off the interstate, so relatively easy to get to. Thats about the only good thing I can say Wanted to check in early (posted time is 4pm) and was not allowed so had to kill time . Was in town for a concert where the gates open at 6pm. The free drinks and food with every reservation is only allowed between 6pm-7:30pm, so lost out on that Got to room to find the AC set at 67°, but room was probably at 75°+ . Walls are thin/poorly insulated. Can hear people next door talking abd laughing with TV turned up loud. Can hear kids running around laughing outside door in the 85° atrium area. I checked out the Krueger for making some coffee in the morning and it was full of mold or something floating in the water reservoir. I found oma cleaning staff and reported the issue and she took the machine and said she would have a new one up in 2 minutes. About 25 minutes later a man used a pass card to just walk into the room without knocking with the new machine just as me and the wife were changing clothes for our concert. No apology or excuse given. He just plugged in machine and left. I checked my bank record and discovered that I had been charged $50 more than the Expedia reservation we had made was for. I stopped by the desk to enquire about this and was told that they dont know and arent responsible for what Expedia charges when reservations are made. I asked for a receipt so I could see what exactly is different and was told I would not get a receipt until I checked out and the room is fully checked (on case drinks or snacks are eaten). Altogether, it has not been enjoyable . Really wont recommend a stay here

The lack of care and professionalism demonstrated by this hotel and its management is deeply concerning. We reserved two rooms for our stay. One of the rooms was not properly cleaned upon arrival, with multiple strands of hair on the bed and stained bed linens. During our first night, we noticed that the bathroom sink was draining very slowly. Because we had an event to attend, we did not report it immediately. The following morning, we discovered standing water in the bedroom sink and a toilet that would not flush properly. We promptly reported both issues to the front desk and through the hotel's automated text messaging system. To the hotel's credit, maintenance responded quickly and resolved the plumbing problems. Unfortunately, on the final morning of our stay, we found a bug crawling on the wall near the bedroom sink. We immediately reported the issue to the front desk and provided clear, color photographs. Rather than addressing our concerns professionally, the initial response was, "We don't know what kind of bug that is." We found the staff's overall demeanor dismissive, and our concerns did not appear to be taken seriously. After multiple conversations and text messages with management, we requested either a refund or a partial credit for the affected room. Management asked whether anyone in our party had become ill and ultimately denied our request, explaining that because the reservation had been made through a third-party booking site, they could not issue a refund directly. We then submitted a refund request through the third-party booking service. To our disappointment, the hotel denied the claim and stated that we had not reported any issues during our stay. This was inaccurate. We had reported each issue as it arose, both in person and through the hotel's text messaging system, and we communicated our dissatisfaction throughout our stay. After our departure, we learned that the hotel had been closed for renovations and were told there were water issues. While we cannot speak to the hotel's internal operations, this raised additional concerns given the maintenance problems we experienced during our visit. Overall, our experience reflected a pattern of poor housekeeping, maintenance issues, and inadequate customer service. Most disappointing was management's refusal to acknowledge our documented concerns after they had been reported repeatedly during our stay. Based on our experience, I cannot recommend this hotel and hope management takes meaningful steps to improve both the condition of the property and the way guest concerns are handled.

John and Nia were very helpful and welcoming. They assisted me with my issue regarding Priceline without hesitation. I had a great experience here, appreciating the diversity of people of all ages interacting kindly with one another. The hotel offered its adult guests two complimentary drinks during happy hour after 7:30 pm, but unfortunately, the line was too long, and I wasn't able to take advantage of this offer. Nonetheless, my room was very nice and clean, with a pleasant view of the highway. I also appreciated that I was able to find a parking spot right in front of the door despite the crowded parking lot. The experience was positive overall, and I am grateful.

My girlfriend and I decided to bring our two children (ages 3 and 1) here for a day and night away to relax and enjoy the pool. Unfortunately, what started as a family getaway turned into a very frustrating experience. The issues began at check-in, where the customer service was poor. Once we got to our room, we discovered that the microwave wasn't working. To their credit, maintenance responded quickly and replaced it. We then spent some time at the pool, which our kids enjoyed. Later, we went to redeem our complimentary drinks at the bar, but the service there was also disappointing. When we returned to our room that evening, we noticed the air conditioning wasn't cooling properly. The most serious issue happened the following morning. We packed most of our belongings before breakfast so we could return, grab the remaining items, and check out at the scheduled 11:00 a.m. time. However, at approximately 9:50 a.m., we stepped off the elevator and found our hotel room door wide open. Housekeeping had already entered the room and placed their cleaning cart inside, despite the fact that we had not checked out. When we entered the room, our baby's car seat and several other belongings were missing. I asked the housekeeping staff why they were in our room and where our belongings were, but they had no answers. I then went to the front desk and spoke with the manager, who contacted the housekeeping manager. After waiting more than 10 minutes, the only item returned to us was our baby's car seat—and it was returned with an attitude rather than an apology. I asked management what they planned to do to address the situation and the inconvenience we experienced. The response was simply, "Nothing, sorry." The complete lack of accountability and concern for guest property is unacceptable. I am currently contacting upper management and will be escalating this matter to corporate. Based on my experience, I would strongly recommend staying elsewhere.

Increadibly hot & humid in the atrium due to giant sunroof with no retractable shade to help mitigate the oven effect. I have not been able to enjoy the conference I am here to attend, and I have gone into a heat event nearly every day thus far, culminating in our events medical team tending to me on the brink of passing out.... just from my room to grab a small bowl of fruit to take back to the room. Waiting for the only one of three elevators to be available, other members of our event noticed my condition. Noone from the hotel noticed. When asked if my meal from the banquet could be brought to my room since I'm confined to it, I was told it had cooled down (it's warmer than it was this morning) and they didn't have the staff to do so. If ever an event is hosted here again, I will decline to attend & miss seeing friends from across the country I only see in person at these conferences. The staffs absolute nonchalance about the excessive heat tells me just what they think of their guests. For clarification, I am by no means the only person who is struggling with this heat, but apparently I'm the most sensitive to it. As of the heat and callous attitude about it weren't enough.... I understand renovations... but perhaps gluing carpet in the atrium/oven during lunch rush between sessions, was less than considerate to the group of mostly seniors. No notice was given, we just had to catch the smell, and be stuck waiting for our food. I ended up with a migraine from it.

I had a great experience at Embassy Suites Charlotte. The suite was spacious, clean, and comfortable, and the staff were friendly and attentive throughout my stay. Breakfast had a nice variety, the common areas were well?maintained, and the location made it easy to get around the city. The only downside was that there was construction happening in the room above mine, which caused some noise. (This was during my stay in the first week of April). I do understand renovations are necessary, so it wasn’t a dealbreaker — just something to be aware of. I’d also note that if having a scenic view is important to you, this property may not be the best fit, as the views are limited. Overall, the comfort, service, and cleanliness made this a strong stay, and I’d definitely return.

I have been a guest with the Hilton branch since April of 2019 when my husband and I spent our Honeymoon/staycation there and have went back for our anniversary nearly every year since because we loved it so much up until this year. I booked our stay a couple months prior to the actual date, but due to a scheduling conflict this year with a school function for my daughter we had to check in on Saturday instead of Friday which had me concerned because working at a resort before myself I know Friday is the “usual” busy check in day for weekend stays and if for some reason people are unhappy with the initial accommodation they receive changes are made and late/Saturday check in usually get the leftovers of what was “less desirable”. As our date started to get closer I keep checking the booking site to see what availability would be like just in case something did go wrong and when I saw the hotel was sold out my heart sank because I knew what that would mean especially since they are still undergoing renovations. I reached out to the hotel directly twice to voice my concerns since this was such a special occasion for us, the first time through chat and the second through phone. I was assured both times we would be fine, but once I got there it was not. As soon as I got to my room door and saw the dirty linen and trash still there(this was around 6-7pm), I knew it was going to be issues but I still tried to remain optimistic. I opened the door doing my normal inspection as I always do and the first thing I saw was a hair stand on the dresser in front of the tv. From there you could tell the sink hadn’t been cleaned, crumbs still on the counter and floor, stains on the duvet cover and even after all that I was still will to just try to suck it up and enjoy my weekend because I do my own form of cleaning anyway and I don’t use the hotel bedding, but once I stepped foot in that bathroom and saw fecal matter still on the toilet seat that was it. I took pictures of all issues and contacted the front desk. Initially I was told they were sold out, but thanks to the ONLY saving grace in this situation NIA, we were able to be saved. She remembered speaking to me earlier in the week and probably saw at that point I was damn near in tears and made it her business to not only find me a better solution, but accompany me to the room to make sure it was to my satisfaction(even taking the stairs with me because I have an Anxiety Disorder and elevators are one of my #1 fears). While the second room had its quirks as well nothing is perfect and I was just glad to be in something better than where I was. Nia, you’re a true gem and I really appreciate you, if it wasn’t for you…..she even checked back in with me at checkout, you saved our weekend. But sadly I really don’t know if we will be returning for an eighth year.

Not in the most scenic part of town but conveniently located within a couple of miles to several things we did while visiting. The room was very nice. Would have giving 5* to room but there was no counter in the bathroom and the sink was intended for a duel faucet but had a single so left open holes which is crazy looking. There is a large counter and sink in the bedroom which is weird but did help. Would have preferred some space in the bathroom. Deadbolt on door wouldnt latch but i wasnt concerned about security. Room was very clean. Plenty of parking. Two free drinks at the bar per day per guest was a nice treat. Bartenders were great. Entire staff was very friendly. The free breakfast was very good. Didn't see checkout on TV which I prefer but not a big deal. Will stay again on next trip.

Exceptional stay! A few times out of the year the ladies in my family meet in CLT to spend time/attend events and we typically stay at other Hilton hotels. We all said this our spot for now & on! We booked 3 rooms for the weekend of 2/27. The southern hospitality is def in the atmosphere here. Front desk staff were helpful and friendly on the night and day shift. The free breakfast was more than I expected. Shoutout to the lady and gentleman working the omelette. My steak & potatoes omelette along with the grits were cooked to absolute perfection. The best omelette I’ve had besides my own. Bow down to the kitchen staff. Everything stayed clean and stocked and the wait staff was very kind. Clean room, no odor, and snacks were provided when we arrived. Only cons were the sinks and shower drained so slow that I almost had bath water by the time I finished my shower. We also didn’t have enough washcloths in our room which led to a small inconvenience. Shoutout to Ms. Sandra and the brother (can’t remember his name) on the omelette bar. Thank you to the team here for the great experience. I will be back.