DoubleTree by Hilton Charlotte City Center — Hotel in Charlotte

12/1/24 through 12/2/24 for the Carolina Panthers Football Game with my wife and three children. I Have been a Hilton honors member for over 14 years now. Booked a week before checking in on the Hilton honors app and used some of my points. The Night before checking in, it’s showed the check in was at 4pm. Like really? What traveler would accept that as convenient? So I called to see if there was any way to get earlier check-in. The representative at the location was rude and spoke to me harshly saying there was no way to be checked in earlier and that bc of a football game, I didn’t have a chance. I remained calm but barely could get a word in and when he asked me how did I book, I abruptly said “Hilton Honors App”. I couldn’t help myself but to throw that in his face to let him know I followed the Hilton honors process. Then I had enough and asked to cancel my reservation and he without hesitation transferred me to the “reservation” line. From there I spoke with a nicer lady who shared some empathy and concern and apologized on his behalf then added me on the early check in list just in case they had openings. So I decided not to cancel and kept the reservation. Day of check-in, I received a notification that our room was ready at around 2pm. By that time I was at the mall just trying to waste time. Whatever, I made it to the hotel by 3:30. Poor room view at room #827 while I selected (on the Hilton Honors app I booked room# 304) Overlooking the roof of building. The room felt Claustrophobic bc of the room design. Not much space considering I had my wife and three children. Then, I had to run the water for literally 5 minutes in order for the water in the shower to get warm. Never got hot. Called front desk and they told us it takes 10 minutes to get hot because it’s cold outside. (Apparently it takes a long damn time for the warm water to travel eight floors.) LITERALLY water did not get hot. 10 minutes of running hot water and it got warm enough to shower. I swear to god I’m not over exaggerating. No microwave. No big deal. But also, The double tree hotels Google page had a photo of the pool. The GOOGLE page. How Misleading. I know I should have checked it out on the app but I didn’t. Again, my fault but my kids were looking forward to it all trip. Also, it’s Kind of a big deal since I have a business and I know how important it is to have accurate information about my business Google page. So yes, I believe that needs to be removed because it’s misleading. No check in check out issues. Claustrophobic bc of the room design. Not much space considering I had my wife and three children. Parking sucks and also misleading. Hilton honors charges 35 dollars for parking a night but if you go to the parking deck, the 24hr parking is 28 dollars. So, I got duped. Would rather trade my Hilton honors for the Marriott rewards at this point. Very disappointed to be honest. This is not my first rodeo with staying in hotels. I’ve literally been a HH guest for way over 60 stays...

DO NOT STAY AT THIS HOTEL!!! THE STAFF IS HORRIBLE and committing fraud!! The unprofessionalism & disrespect is appalling. The best thing for Hilton’s corporate office to do is make a surprise visit & terminate the entire front desk with the exception of one or two employees. It is apparent that whoever this “JJ” person is doesn’t value his life because the way he speaks to customers, I hate to say it but it’s only a matter of time before someone actually shows him that he picked the wrong one. Now I do not condone or promote violence but employees like him are the reason why customers “snap”. I reserved a room for approximately $225 on July 19th. I arrived at the hotel at 11:38pm ON THE 19th and waited almost two hours to get my room. Today, I found out, they cancelled my original reservation by lying and saying that I was a “no-show” then book another room for over for an increased amount. When I brought it to their attention, they refused to refund me for THEIR mistake. I was lied to by Mariah who originally stated she couldn’t see anything “on her end” so she transferred me to reservations, only for them to place me on hold and talk to her. She magically could see the charges and her and JJ (who claimed they were both managers) refused to refund me for the larger amount due to the fact that it is their fault. Then “JJ” lied and told the representative who was nice enough to assist me that they informed me of the new charge and I agreed to it. I told them to show me proof. Of course he had none because he’s a liar & miserable. I made the reservation via the HH app, received confirmation and waited for my digital key. When I went to the hotel to request a key (because the digital one never populated) I was told that my credit card didn’t work after waiting 45 minutes!!! But the card did work because l was charged twice!!!! I advise anyone who stays or has stayed here to check your accounts because these people are thieves!!! Whatever scheme you’re running has been exposed as of today. Remember customers, YOU’VE BEEN WARNED and when it is made evident/public that I’m not the only one this has/is happening to, please know that I am ready to be included in the class action lawsuit. This specific establishment is an embarrassment to the Hilton name. Once I come back from Jamaica, I will NEVER use them again. So much for customer satisfaction…11 years of customer loyalty & thousands of dollars wasted. I should have listened to my friends and went to the Marriott.

UPDATEI was contacted by the general manager (George) who exhibited the epitome of exceptional customer service and problem solving. He was extremely empathetic & very articulate. He allowed me to voice my frustrations (although I wrote them in the review) and he was a great listener/consoler. It is because of his professionalism that I will be remaining a Hilton Honors member. George, my sincere appreciation in restoring hope in this hotel. Thank you very much for all that you do & keep up the...

The building itself is historical. This used to be an old stock trading center. The owner and the management were very thoughtful to turn this building into a hotel in the best way possible. Yes, the rooms have some outdated items like the microwave, refrigerator, A/C, bath tub, but everything was clean and in working condition. The carpet and paint was newer. The building is made from brick, which provided extra noise isolation and warmth in the winter time. Good quality windows, blocked noise from the outside. The walls are thicker than in modern hotels. There are 3 types of curtains in the window, with one being a blackout curtain. We had 2 queen size beds in our room. They were extremely comfortable. Every bed had 4 pillows, with 2 pillows being feathered down and soft and 2 other firm polyester pillows. Pillow cases had those indications. The blankets, bedding and towels are very clean and smelled fresh. The Dove brand lotions, shampoos and conditioners (30ml or 1.01 fl oz each) had a very pleasant, soft aroma and nice design, which is unusual for hotels to have. The sink was in the hallway which was very comfortable, because if one guest is in the bathroom, the other guest doesn't need to wait for the bathroom to free up. We liked that the water was hot right away with excellent pressure, day and night. We were in other hotels where water was almost cold at night. The bathtub was of large size and the curtain in the bathroom was double and set up to be easily replaced for the next guest. The dark brown, good quality furniture with executive size table and a study, comfortable chair gave ability to work at the computer for long hours. The room had plenty of shelves, drawers, dresser, closet in the hallway with a security safe which was easily operated. There were 3 mirrors in the room with golden-silver frames, including a full size mirror where you could see yourself completely. In the room, there were 5 light fixtures with 10 lights! 3 light fixtures above the sink where you can see yourself perfectly well when shaving or applying makeup. This hotel will promise hospitality and we had an actual experience with it. To all of our questions, requests and wishes, the hotel staff went above and beyond. The staff were attentive, friendly and thoughtful. I've stayed at this hotel for the 3rd time already and I always wish to come back to this hotel because of their genuine hospitality. Another extra bonus is that the hotel is the perfect location, all restaurants withing 3-10 minutes of walk and Whole Foods grocery store within 11 minutes of walk. We found this room very comfortable, relaxing after a long day, quite and the hotel to be welcoming and inviting. I...