I wish I could give a better review because the young woman who checked me in was absolutely delightful, but unfortunately the rest of my stay at the DoubleTree Suites by Hilton Hotel Charlotte – SouthPark was disappointing. The cookie I received at check?in was just a broken pile of mush, which wasn’t a huge issue on its own, but things went downhill from there. I was instructed to enter through a door marked with an “Enterprise” sign. It wasn’t far from parking, but it was inconvenient and definitely far from the main lobby—especially at 10 PM with all my luggage. When I got to the door, my key didn’t work. The light turned green and clicked, but the door would not open. A hotel guest happened to come by, tried the push bar to open it, but the door was double locked somehow. That same guest eventually pushed an emergency release button to let me in. The whole situation was frustrating and makes it hard to believe this is the entrance guests are supposed to use. That secondary lobby area, where that door led in, smelled very strongly of cigarette smoke, like someone had been smoking in there recently. To be clear, the main lobby did not smell like smoke—only this side entrance did. Upstairs, the hallway smelled like cigar smoke and weed. My suite also had a stale cigarette odor, like someone had smoked in it previously and housekeeping tried to mask it, but the smell lingered. The room was hot when I entered, the mirrors were dusty, and the switch plates were yellowed and dented. The kitchenette was the most disappointing part. It’s well?appointed in theory, but it was dirty. My fingers actually got grimy just from opening a cabinet door. The tops of the cabinet doors were crusted with grease and residue. They provided a dishwasher packet but no regular soap anywhere in the kitchen. The only staff member I interacted with was the wonderful young woman at check?in. Unfortunately, the hotel itself felt worn out, poorly maintained, and not properly cleaned. I would not stay here again.

Great hotel layout and I’m sure the grounds are beautiful in the summer. The bartender was awesome and the front desk staff was friendly. Unfortunately, the room was not very clean and felt outdated — especially the shower and carpet. It smelled like cigarette smoke, we heard dogs barking all night, and the sliding glass door was missing the safety bar, which felt like a security issue. As a Hilton Honors member, I was surprised they charged $17 per person for breakfast- we declined. We also had to ask three times for extra towels, and housekeeping entered our room to drop off a blanket after I specifically said we would grab it from the front desk when we returned. The hotel store lacked basic essentials (mostly candy and drinks). Overall, not worth the price and wouldn’t stay again.

My flight to Charlotte was canceled due to winter storm and the hotel still charged me a cancelation fee. I asked if there was anything they could do and they said no. Called Hilton corporate and they said they absolutely could have waived that for me had the hotel called us but not since they already submitted the charge it is too late. I was not stressed, frustrated, or overwhelmed. I simply wanted to cancel my hotel because my flight was canceled due to the winter weather. I travel all the time for work and have done this plenty of times in the past. Only after I spoke to Hilton Corporate on your behalf was I told my money would be refunded in 5-7 business days (we will see if that even happens). You easily could of called corporate for the waiver when I asked you on the phone numerous times if there was anything you could do to not apply the cancellation fee. Terrible customer experience, will not be using Hilton moving forward.

Beautiful hotel. Unfortunately has outdated rooms. Very expensive suite that you can get at Homewood for half the price. Very rude staff in the dining area. No open bar, no alcohol sold on site. Need a “ticket” in order to purchase food at a hotel i’m already spending $300 a night. ???? I left an amazing atmosphere at Homewood Suites for a hotel that has fancy hallways and architecture, but offers nothing in experience and hospitality.

Chino, who works the night shift at the front desk, was amazing. The hotel is in a great location, but it could definitely use some updates. My room was a good size and in a decent spot—when I was able to park near the building, which unfortunately was rare. There is not nearly enough parking for a hotel of this size, especially when it comes to handicap-accessible spaces. Overall, I’d rate my stay a 3.5 out of 5. I had to request extra towels every day, and housekeeping was inconsistent. When I checked in, there was a bobby pin on the kitchen counter that wasn’t mine, and it remained there for the entirety of my stay. The shower handle in room 227 spun when turning on the water, and the kitchen faucet was loose and swiveling. Two drawers in the nightstand were off their hinges and unusable, and there was also a missing tile in the bathroom. It seems like the rooms could benefit from more thorough maintenance checks. I also requested a high floor away from the elevators, but was placed on the second floor with both the elevator and ice room directly outside my door. While my stay wasn’t terrible, the hotel does need some attention and improvements.

This hotel offers exceptional accommodations, with living quarters that are exceptionally clean, comfortable, and reminiscent of a home away from home. The strategic location is ideal for accessing the vibrant Center City Charlotte, with a premier mall, South Park mall, directly next-door, ensuring that all your needs and desires are within reach. The staff is highly commendable, although there is a need for increased staffing during peak hours. However, the dedicated employees who are present consistently demonstrate exceptional service and a genuine commitment to accommodating guests’ needs. I am thoroughly satisfied with my experience at this establishment. While there are minor areas for improvement, such as the courtyard’s painting and nail work, the overall experience is highly positive. This hotel is undoubtedly a four-star establishment.

My and I returned yesterday after a two-night stay at this hotel. During our stay, it was necessary to move from one room to another room. It was a total of three rooms. Yes, I did say three rooms. This unfortunate experience was the result of a hotel that has done little, if any, property maintenance. These issues included problems with inadequate air conditioning and clogged bathtub drains while showering. Think about it. We spend our money with expectations of a good experience. To the Hilton management, please don’t respond with disingenuous messages. To those who are traveling and are hoping for a pleasant stay - Do Not Stay At This Hotel. I will never stay at another Hilton hotel.

Hilton accidentally booked us at this hotel instead of the correct location a few miles away. When we tried calling to correct the phone just rang and rang. Even the staff at the correct Hilton location tried calling for HOURS. The next day, because this started at 4pm, my husband had to drive to this hotel to talk to someone. When he explained we had been calling all night we were told there was no way. My husband then called them ON SPEAKER and let them hear the phone on our end ring and ring but nothing on their end. They found the night shift had TURNED OFF ALL RINGERS!!!! How do you so this as a business? A hotel business?? We had to fight to get them to refund the money but they finally did. Do not recommend this location at all, ESPECIALLY for the customer service, or LACK THERE OF!!!

Good location close to restaurants, park, and shopping. Short drive to grocery. Front desk is always polite and helpful. Could use more dedicated maintenance as have had rooms where air conditioning went out or TVs don't work.

Lovely entrance and check in. Lots of hallways, elevators and spaces to relax and gather. Like the balcony rooms with a view. Easy parking. Buffet Breakfast at the Market Cafe is a treat when you have the best staff, thanks Esther for wonderful service.