DoubleTree by Hilton South Charlotte Tyvola — Hotel in Charlotte

Hotel is in a good location, but the shuttle service is infrequent & unreliable. Called at 1:29p & was told the shuttle would be here in 15-20 min. It arrived at 2:49p! 😳

Update: my google account has 99.8% positive reviews. I have been in the airline industry since 1996, & have LOTS of experience with hotels & hotel transportation, etc. I understand things happen & cause delays, at times.

I contacted Doubletree at 1:29pm to ask the status of the hotel shuttle as it was a warm day and I wanted to stay in the A/C as long as possible. Shannetta Carter is who answered the call & she told me the shuttle would be there in 15-20 minutes. So, after enjoying the A/C for about 10 minutes, we went outside so we wouldn't miss the shuttle when it drove up. 50 minutes after my original call, I called again & Shannetta answered again. I told her I had called 50 minutes earlier & we still had not seen a shuttle come by, This time Shannetta said she'd check with the shuttle & call me back. I never received a call back from her, though she had taken my number down the first time I called. The shuttle driver finally showed up at 2:49p, 1 hour & 20 minutes after our first call to query about the status of the shuttle. Again, if someone tells me the shuttle will be there in 15-20 min & it comes in 45 min, I'm not happy about it, but whatever, it happens. In my world, 1hr&20min is unacceptable after setting the expectation that it would arrive in 15-20 min. The thing that makes it even more frustrating is that my brother ran in to use the restroom & saw a coworker of ours who stays at this Doubletree regularly & he had offered us a ride as he has a car here. My brother told him the shuttle was already coming so we'd just come with it. We didn't want to be rude, after requesting the shuttle to not be there when it came.

Before I tell you the rest of the story, let me say that I have read "How to Win Friends and Influence People" so I know being rude gets you nowhere. I did, however, want to know what happened as this is only my 2nd time staying at this hotel & I definitely will not stay again if this is what we have to expect as far as communication, expectation management & such a ridiculous delay goes. So I just asked the van driver verbatim, "What happened? Where have you been for the last 1hr&20min?" He shrugged his shoulders & didn't give me an answer so I let it go, but when he was at a red light I just brought it up again & said we had called at 1:29p and Shannetta had told us the shuttle would be there in 15-20 min. He didn't really explain what happened this time, just told me about some other incidents that had happened in the past when traffic delayed him, indicating that wasn't the issue this time. At least he apologized for our wait, which is more than I can say for the folks at the front desk. But he also advised me to talk to the front desk & that they could give us a credit for the hassle & delay. I didn't so much care about a credit, I was just trying to figure out if this is a regular problem with this hotel so I asked at the front desk why it took so long for the shuttle to come when we were told it would arrive in 15-20 min? Shannetta piped in that she was the one we spoke with on the phone & offered ZERO apologies, took no responsibility & actually got totally defensive, even though I was asking calmly just trying to understand what happened. Her explanation? "Things happen". Okay, so now I have no idea what things happened in this instance &, after waiting 1hr&20min for a shuttle we were told would come in 15-20 min, I get no apology & the employees of the hotel take no responsibility? Shocking.

Our coworker who had offered us a ride even texted my brother at 2:28p asking where we were & indicating that both shuttles were just parked here at the hotel when he arrived. He thought we had beat him to the hotel & when he discovered we hadn't, said that was disappointing & he advised us to file a complaint with the manager about the length of our wait.

On a positive note, Gretta was kind, uplifting &...

had my wedding here on August 15th, and the entire experience leading up to the event and on the day itself was extremely disappointing.

We booked back in January and everything seemed set until, a month before, our original sales contact left and the new sales manager, Teirra Francis, took over. At first she came across as nice and accommodating, but she overpromised and failed to deliver.

Major Issues: • Catering & Setup: When we booked, we were never told that we couldn’t use the kitchen to keep our catered food warm, or that we would need to supply our own plates, silverware, and water. Weeks before the wedding, Teirra told us we’d only be provided tables and that we had to figure out everything else ourselves. After escalating to the general manager, we finally got plates, silverware, water, and cups, but we were still left scrambling for a way to keep food warm. • Unprofessional Behavior: The day before the wedding, Teirra called the bride demanding we pay for a complimentary room that had already been given by the previous salesperson. When my wife explained to her that she has emails from the previous sales lady that included this room, she yelled at her and said, “I don’t have time for this.” • Service During the Wedding: Guests complained about tables not being cleared and the water station being empty. There was only one server for the entire event, despite us paying $20 per person PLUS 25% gratuity, an 8.25% food & beverage tax, and a 7.25% sales tax. For that cost, we expected attentive service—not one exhausted staff member doing everything while another sat in the back watching videos on her phone. • Coffee & Overcharges: I was quoted $50 per pot of coffee. They ended up charging me $55 per pot and tried to spin it as a “discount.” Later, we were also overcharged for additional tables when extra guests showed up. My brothers negotiated a written agreement for $173, but my card was charged $766.29. When I questioned it, Teirra gave conflicting explanations and still ignored the unexplained $200 difference. • Lack of Accountability: After the wedding, my calls and emails have been ignored. When I finally got a response, it was dismissive and inconsistent with what was actually agreed upon.

Overall, my biggest issue is not just the poor service—it’s the dishonesty. Prices changed, promises weren’t honored, and important details were hidden until the last minute. Teirra either doesn’t know what she’s doing, or she’s deliberately misleading customers.

If you’re considering this venue (I highly recommend you don’t), get everything in writing and save every email. Otherwise, you risk being overcharged, ignored, and left stressed on what should be the happiest day...

On 8 January 2025, I reached out to the customer service department regarding my experience as a displaced traveler and stay at the Double Tree Hotel in Charlotte N.C. Although the airline accommodated the passengers affected by the chain of events, those circumstances should not factor into the state of the facilities, the treatment by the staff, and more importantly the laissez-faire demeanor displayed by the Double Tree leadership. As I reflected on the chain of events which included an unpleasant and unsafe environment, unclean room, rude and unhelpful staff, and shuttle service failures, I kindly request that you rescind the good will gesture, as it on all levels appears insufficient in addressing the chain of events that transpired, and lacks any appearance of corrective action, responsibility, and deliberate measure by the Double Tree, or Hilton to ensure that not only myself, but other patrons don’t experience the same level of dissatisfaction/experience. While I had expected to resolve this matter promptly, the response I received was far from satisfactory.||||Initially, by the hotel staff and additional echelons of Hilton customer service, I was assured that my concern would be addressed within a specific timeframe, but this promise was not fulfilled. After several follow-up communications, I found myself having to reiterate my issue multiple times without receiving a clear resolution. Each interaction left me increasingly frustrated, as it did not seem like my concerns were taken seriously or that any tangible steps were being made to assist me. In fairness, you have been the ONLY person that displayed integrity, effective communication, and an ethical approach. After receiving your correspondence, my staff performed an open search and determined that the gesture of 10, 000 honor points would not cover a hotel stay in most US cities. Although the discovery was illuminating, I remain disheartened about the professionalism or lack thereof by the staff, making my approach a selfless one, because no veteran and patron should be treated so disrespectfully.||||As a loyal customer, I expected a higher standard of service. I believe it's essential for companies to prioritize customer satisfaction and take complaints seriously. I kindly request that my issue be escalated to ensure it receives the attention...