Had a reservation for this hotel, and the line was out the door room key didn’t work that was an inconvenience to me after a long day and the elderly lady at the desk was left alone to assist 20+ people I respect her for staying calm and working through the stress I applaud her, but the management got to do a better job in situations like this that should be the time that a manager has to step up and come in and provide some type up assistance or at least have someone on standby/on call. The lady at the front desk I give her five stars but as far as the way this night was handled definitely unacceptable. Furthermore, the hotel needs to do a better job at changing out covers that should be no reason why the comforter looks like it’s filled with bacteria mold whatever the case may be

The rooms were very nice and the shuttle drivers were awesome but after a canceled flight and no luggage or toiletries all I wanted was a nice warm shower. Unfortunately not. There was no shampoo, body wash or conditioner in the room. I informed the front desk and all the customer service I got was "ok"

I checked in about a month ago and I am STILL trying to resolve a billing issue. I even said that I was going to wait to submit my review, bc I had hopes that they would resolve this quickly. The only good thing about my entire experience here, is the nice lady that checked us in. That is who I give my 1 star to. 1. We had to call down to the front twice to receive towels. 2. I stayed using my points through my CC, which covered my entire stay. However, they charged my personal card for $115. Mind you, there were no incidentals. 3. I called the hotel, to speak with someone. Both times, the girls decided to just put me on hold for over 15min. I called again and asked if someone could help me, she said..."we have guest in front of us". 4. I called the corporate line..... guest relations would state their greeting and the phone would just go silent. This happened 3x's. 5. I called the hotel on another day and asked to speak with the manager. She said that he wasn't available, so I left him a VM. Do you think he called me back? Nope! 6. Sent an email to guest relations.... back and forth emails of the same questions and still no resolution. I will stick to my favorite brand. Marriott.

Close to the airport, about 10 minutes with no traffic, the airline cancelled my flight so they gave me a few options, I thought the double tree was the right one... Not! Unfriendly staff and dirty rooms, I took a shower with flip flops the tub was dirty, I can tell some towels were used, one of them was folded but wet. I just laid on the bed, no chance I would get in dirty sheets. I do not recommend this hotel.

Only one person working at check in at 7pm. Line out the door. Piped in music blasting from the bar area making it difficult to communicate with the person checking in guests. I asked if they would turn it down in person and in writing in response to their question asking how my stay could be better. Response in s writing is "no", it pre set. Ridiculous, if it can be turned on it can be turned off. I also asked for a noon checkout to finish a conference call. They say not available for this room. The parking lot may have 10 cars in it. Not seeing a rush to check in. Jai the hotel communicator has a definite attitude problem.

This is literally the worst Hilton property I have ever stayed in my life, you should avoid this hotel if you are expecting it to be regular doubletree. The room is completely different in real life than the pictures I saw on the app, the bed is super uncomfortable and there are some random tiny holes on the sheet, it doesn’t have bedbugs but it just not the type of thing you would expect at doubletree. They also charged me 50 dollars for checking in my room at 1pm, never in my life have been charged additional fee for early check in in any kind of Hilton property besides Conrad Las Vegas charged me 35 dollars for checking in at 11:30 am and as a matter fact they are high end hotel. When your rooms looks like a random motel and then charging people 50 dollars for early check in fees that is called rip off. They even said checking in before 12 pm was 75 dollars, that is just insane. If it wasn’t because I only stay in Hilton I would just book the hotel right next door which I ended up switching my stay to there, for the very similar price I got much better room.

I stayed here earlier this year, and it wasn’t bad . Idk what happened this stay. I was annoyed at check in , they only had one person checking people in. It was an inconvenience for me being that I just got off the road , I want to get some rest and there’s 3 people ahead of me trying to do the same . Then the room wasn’t all that clean. There was hair in the bathroom. I also agree with comment made about the hotel being outdated , it is. Lastly , I called front desk to request some more towels. They told me they would send someone , no one ever showed up. I figured it was okay because I could just call in the morning . Called this morning and was told there were no members of housekeeping available to send someone up. Like why is housekeeping not there ? Idk. I was annoyed by that and having the wash with hand towels.

I have to correct this review for two reasons; the Manager Responded quickly and professionally and the level of service during my stay was excellent. After a few minutes the front desk worker probably realizing his actions were not correct, said he would check me in. Power is or whatever at least I got checked in. During my stay the front desk workers (female) were kind and courteous. My room was cleaned the next day and my stay was a positive one. The price at this hotel is very low considering the overall experience.

Some aspects were great, others not. We rented through Dayuse.com since we had about a 9 hour layover at CLT and just needed the room for a few hours during the day. The phone lines were down so we waited almost an hour for the hotel shuttle at CLT, finally giving up and rode the shuttle to the nearby Sonesta and walked over to the property. We only had a 6 hour option of renting the room even though we could have used it a bit longer, but not being able to get the shuttle cut into the time we were supposed to have the room. The front desk clerk said he was unable to extend our stay the extra 40-45 min but we could check back with a supervisor when they arrived around noon. We were very happy that they had GLUTEN FREE chocolate chip cookies as we didn't think we'd be able to partake in the cookies they serve. Room was huge and had a nice view. A big problem was the overwhelming SMELL of cleaning products. Not a bad smell at all, but for anyone who is sensitive to fragrances, it would be almost unbearable. Cleaning staff were super friendly, all the staff were, really, but the award for the friendliest, most professional and courteous staff member goes to CHRISTOPHER ADAMS who drove us back on the airport shuttle. Oh my goodness, if we booked this hotel again, it would be because of him! As frustrated as we were with not being able to get through to the property on the phone while waiting for the shuttle that never came and the unbearable, artificial fragrance in the room, Christopher is the reason we are giving 4 stars rather than 2 stars for this property. He was sincerely that impressive. And no, we are not related to him, nor had we ever met him before that day! LOL We realize it was an unfortunate incident that the phones were down. Things happen. And while I will admit I felt the room was very clean and the property took great care to make sure it was that way, this is a gentle reminder that deodorizing products can put off an overwhelming fragrance that can cause headaches and asthma in certain people. I'm sure it's a fine line to find the balance. I believe this property tries really hard to meet their guests needs.

The staff was extremely rude but it felt as I was singled out upon check in/front desk interaction and my interaction with the restaurant staff at breakfast. I definitely felt that I was not welcome there and that people that look like me should stay somewhere else and not ask for assistance from the staff. I asked for a bottle of water upon arrival at the front desk, was told very abrasively “they’re in your room”, which they weren’t when I arrived. Then when I called to request the waters’ I was told “come back to the desk to get them, we’re busy”. When I went back to the desk they said they didn’t have any bottles of water and would send some to my room later. As I stood there they offered warm cookies to a different race couple but didn’t ever offer one to me. I asked why I was not offered a cookie when I stopped by the front desk when I arrived and asked for the waters the first time and I was then told “I didn’t check you in” by the exact person that I interacted with upon arrival. The interaction at breakfast was actually worse if that is possible and she definitely considered me an inconvenience to her day at 6:15am. Specifically, I guess requesting syrup is a big ask & eating anything off the menu instead of the breakfast buffet is not what they want you to do. I’ve probably stayed in the Charlotte area 25-30 days this year (all at Hilton properties) and I won’t be selecting this property again. If the staff doesn’t want to interact with people just say so, we travelers have other options and we can look elsewhere. Disappointed in the entire stay and as someone who stays exclusively at Hilton approximately 60-70 nights a year, I’m rethinking my brand loyalty. Thanks for nothing Hilton