Canopy by Hilton Charlotte Southpark — Hotel in Charlotte

Through my AMEX Platinum Card, I have Gold Status with Hilton. As part of the AMEX Hotel Collection, the card offers upgraded perks and dining credits at Partner Hotels, like the Canopy Hotel in Charlotte. Since this would be my first time staying in Charlotte, I picked this hotel for its location and for its boutique looking style . Apart from how the hotel looks, I had a bad experience with the staff, and the hotel itself had some preventive maintenance and cleanliness issues. We began to have bad experiences with the staff, maintenance, and cleanliness of the hotel upon our arrival, which was startling given that it is a newer hotel. We were supposed to get a room upgrade, but we did not. When we pressed on a room upgrade, the staff shrugged us off and said that our room had already been upgraded, despite the fact that it had not. We even had to inquire about the $100 credit we were meant to get upon arrival but were not informed of at check-in.

The key card scanner in the room we were given was dead, so maintenance had to be called to replace the batteries. This wasn't a deal-breaker for us at this point, and we understand that things happen, but from that point on, the experience just got worse. That evening, around 9:40 p.m., we called the front desk to order room service, which was supposed to be available until 11:00 p.m. based on the menu that was left in our room, but we were informed that the kitchen had already closed. Therefore, we were forced to order takeout, which is a waste of money, particularly when you have a hotel restaurant credit for a restaurant that is supposed to be open. After trying to order room service the next morning, we learned that the menu in our room was out of date.

Unfortunately, our negative experience at this hotel continued. We also requested a crib for our 4-month-old baby, which was available upon request from the hotel. The cot was packaged and required assembly. Once we removed the cot from its packaging, we saw that it was filthy and had an unknown substance on multiple areas. To the hotel's credit, they send you live text messages throughout your stay to inquire about your experience. I relayed everything noted in my review to Tyler, the hotel representative who was contacting me. He offered to comp one of the nights, which we were OK with, but it wasn't enough to convince us to return to this hotel.

To make matters worse, upon checking out of the hotel and requesting an itemized copy of my final bill to ensure that I had been credited for the comped night and the hotel credit, I was basically insulted and told by the staff that I needed to provide proof that the hotel intended to comp a night and that I was entitled to a hotel credit. The employee stood at the service desk, looking at us fumbling through our phones until we "found proof" and presented him with evidence (text messages from the hotel and a letter provided to guests upon arrival) of the credit and complimentary night. At this point, I was going to report this individual for his disrespectful behavior and customer service, and low and behold, when I asked for his name, it was Tyler, the gentleman who had texted me the night before. Even after understanding that he had been messaging me earlier, he did not apologize. This hotel lacks in hospitality and customer service, and despite the hotel's aesthetic appeal, I will never return to this hotel and would urge AMEX to remove this hotel from its partner collection list due to its treatment of AMEX and...

Horrible

Day 1: Outside and inside view was beautiful. Check-in was great (so I thought). My stay for for business, I travel around the state for business and decided to stay an extra night. Upon check-in I asked if I could stay an additional night in the same room, front desk lady stated that it would not be a problem and told me parking would be $15 per night. No problem but, parking was in the basement with small parking spaces, no cameras and no card was needed to get into the building, didn’t feel safe. The parking garage led to a door with small are that had an elevator that also did not need a card to get. Good luck with safety if you are coming in from staying out late for dinner. There re multiple signs stating that they are not responsible for your items being stolen in your car, I don’t leave personal items a in my car; however, I saw this a red flag for possible staff to take advantage of the disclaimer. Staff appeared questionable as my husband and I heard staff arguing in the hallways. Rooms were clean; however, ice machine was broke and AC in the room wasn’t working in a heatwave.

Day 2: I left for my meeting and asked my husband to see if we had to regular house keeping, he called three time and gave our room number and was assured that housekeeping would come. I came back to hotel at noon and noticed that housekeeping still had not come. We went downstairs to the restaurant to use out $50 credit, restaurant gas weird hours and was not open so we went out to eat lunch so housekeeping could tend to our room. While out I receive an email, not a call, not a text, no voice mail that checkout was at 11:00 and that out personal belonging would be bagged and set in a room. When I notice the email, 45 minutes had already passed and I got nervous. I called the hotel, was placed on hotel for almost 10 minutes. My husband and I were 20 minutes away heading to out lunch destination, feeling nervous I asked him to turn around so we could go to the hotel. While on hold, front desk lady (Rita) said that our additional stay had not been processed, she was very dismissive of the mistake and the fact that our personal items which were enough to stay a week at the hotel were going to be bagged up and paced into a room. No apology or anything. I asked for the manager, an old white man and he was even more dismissive. As a Hilton gold member, I felt like this hotel had no idea of the definition of hospitality. Never got to use the $50 credit, very disappointed and will never use this hotel EVER! My husband and I decided to go back home to Raleigh and not stay the additional night, didn’t want to give the hotel our business. I plan to report this to my employer who has statewide travel, this is definitely not a place to stay at. As a Hilton gold member and Army veteran, I’m disgusted with the service received.

Staff is lazy and they don’t care, don’t think they care about fixing issues. Save the headache go to the Marriot across the street...

(This is one of the many emails I sent to the manager of the hotel, which were never replied to)

To the manager,

I am writing to tell you about the awful stay I had this week at your establishment. I wish I could say it was just one issue, but there were two big problems.

Day 1 I find there isn’t an iron in my room. I call downstairs and am told premium rooms don’t have irons only steamers. I asked if I could get an iron brought to me as I needed to press a suit before dinner. I was told “Only If they have any spares” then she said she would check with housekeeping. An hour and a half go by and I go downstairs and ask if they were able to find an iron and I was told the message had been relayed. If I really need an iron I need to have the non-premium room. Then I was told I couldn’t switch to another room because of the way my room was booked by my company for our conference. If I really needed an iron I need to rent non premium room on top of the one I had. So that is what I did because I was desperate. I tried the steamer, but it just couldn’t get the creases out. I paid $200 plus dollars to rent an iron because you didn’t have any spares nor would you let me change rooms. To add insult to injury I found an iron an ironing board outside my room when I returned from dinner. It wasn’t there when I left at 7:15, but was there at 9:45 when I got back. I was furious, but I wasn’t going to get in an argument with the rude lady downstairs. At 2am the smoke alarm starting beeping every 30 seconds. I called downstairs and was told there was nothing I could do and they would fix it when someone came in the next morning. It was at this point I went to my non premium room and got a couple hours of sleep. Mind you I am in the east coast severely jet lagged since I live in the pacific time zone which is a three hour difference. When I get up at 6 your time it’s only 3am my time so having my sleep interrupted by this was very inconvenient The second night the room seems to be fixed and all is well until a little after midnight. Once again the smoke alarm starts beeping every thirty seconds. I called downstairs and thank god for T. She was able to get me another room even though you were completely booked. It only took 15-20 minutes to get the room ready and keys made, but I was already awake. I was able to get a couple hours of sleep before I had to wake up early to move all my stuff from the beeping room down to the new room. Regardless T was lovely and empathetic to my cause.

I wish this website would allow me to upload videos of the alarms going off every 30 seconds, but this site does...