DoubleTree Suites by Hilton Hotel Charlotte - SouthPark — Hotel in Charlotte

We have stayed at this location many times.

My wife and I are diamond members and love Hilton Hotels in general.

This hotel is located in one of the nicest areas in Charlotte North Carolina.

South Park has some of the best restaurants & shopping in Charlotte.

We have given this hotel many chances before.

We love the location, the courtyard, the swimming pool & it’s historical significance.

So because the property has some age on it, I don’t expect it to have all the bells and whistles that a new property would have to offer.

The staff needs some major attention. Not all of them, unfortunately a significant amount from my last 4 to 5 experiences.

I don’t know what it is with the individuals that tend to work the evening shift, but this is where I’ve had the majority of the problems that were the farthest thing from friendly or accommodating that you could imagine.

This takes a huge spark of the experience away. There was absolutely no reason for the shortness, disrespect, unfriendly & complete lack of accommodation, while acting very irritated on multiple different occasions.

It was actually very disappointing.

The last time that we stay there, we stayed for several nights.

When we checked in, I asked if the laundry room was fixed and back up an operational as it was not months before.

The gentleman at the counter quickly answered “ there’s been a maintenance request in for months, so I’m assuming probably not you’ll have to check it out and find out for yourself”

This blew my mind from just his answer alone let alone that it does not seem to have ever been addressed, as it has been completely down for several of our last visits.

The breakfast is good especially when you’re a diamond member.

The evening lounge/bar has always been really nice and has some of the friendliest staff that we’ve encountered at this location.

The rooms are nice, and we usually stay in a suite whether we’re staying there for business or for a quick personal getaway.

The swimming pool is very nice and it’s in the center of the courtyard and it’s really a lovely part of this place.

When we have the kids, they always love going down and getting the warm cookie that this hotel chain is known for.

It was so disappointing when I took the kids down before they went to bed to get there cookie that they are always so looking forward to and have associated with this hotel since they were very young kids.

This last visit when we walked down, trying to pretend about all of the other unpleasant experiences and hoping for the best, we walked up to the front counter and asked for their world famous cookies?

It broke my little girls heart when she was told “I have none of them warm, you will have to come back, I’ve got other things I’m handling right now”

So this was the icing on the cake for me.

We have not stayed there since, and have Sam switch to a very close by location ran by the Marriott corporation right around the corner.

I’m not gonna say what hotel, because this review was all about this particular place and this is not me trying to stop them from getting business.

Just putting a very honest review and experience out there.

It was multiple things.

The maintenance of the building has always been an issue that we have easily overlooked.

However, the recent lack of cleanliness and horrible service and experiences from the hotel staff has been very overwhelmingly disappointing to my family, employees, guest & myself.

As with all of my reviews, regardless of the rating or comments, I am always open for management staff to reach out to me.

I don’t expect this, and I’m not asking for anything in return, or any compensation .

I am a small business, owner myself, and these reviews are a wonderful opportunity for business owners to respond, make adjustments, and also have the people that write them and their experiences bring them new opportunities for business.

The very first time that I visited this hotel was for a wedding and have had so many wonderful experiences.

Last 2 years,...

I am updating my review based upon my experience after checking out.

My husband and I checked into the DoubleTree after hurricane Florence knocked our power, and all communication services of our home. We checked in on Sunday and after receiving a message that they power was back on Wednesday morning, I packed up my car and left. I have my little system down where I clear everything from the room and double check. Because the closet is tucked away, I forgot (yes it is my fault) to check it and left my Patagonia and panthers teeshirt that I hung to dry after doing laundry. I called Wednesday afternoon, just a few hours after leaving and left a message to have someone call me so I can collect my clothes. I did not get a return call so I called again the next day and was transferred to the voicemail for housekeeping and once again, left a message. The following day, Friday, I went to the hotel in person to collect my belongings. I was asked to take a seat in the lobby while someone went to the lost and found. 15 minutes later, the receptionist told me that the person that has the key to the lost and found would not be in until Monday. They assured me that I would get a phone call on Monday, so I left . Monday rolls around and I call again...only to be told the person I need to speak to has left for the day. The lady that answered the phone offered to transfer me, once again, to housekeeping. At that point I told her that I need to speak to the GM because I was not getting anywhere with housekeeping. She was short with me and when I offered to give her my phone number, she said she had it and hung up on me. At this point I am livid so I called the Hilton Honors Diamond number. The lady on the line was quite upset when I told her my story and she informed me that someone would call me back in 20 minutes....they did not. A few days later my husband received an email from the Diamond desk telling him that they could not get in touch with anyone at the hotel but they did leave a message and gave us the phone number to call to talk to them directly. Once again, I called the hotel and asked to speak to the GM, again, no return call. I tried one last time to call and the woman that answered the phone said she would get to the bottom of it. She did call me back in 15 minutes to let me know my very expensive items that I DID LEAVE THERE were not in lost and found.

The way this was handled is not indicative of the Hilton brand. I am, shocked and appalled at the lack of service and professionalism by the staff. And here is is weeks later and still no call from the GM, who rapidly responded to this review with in minutes of posting it after my stay.

To say I am disgusted is an understatement. It was not the fact that no one turned my clothes in, but no one would call me back to tell me so.

Needs updating. Not really up to par for...

My husband was doing some contracting work in the area so,my self, and two children stayed here along with him for almost two weeks. They have a sign up in the room stating that their not going to have housekeeping come unless you request it so your not “disturbed” which is a complete excuse to just not have to be out money on their part. I requested towels and housekeeping one morning come back around 5:00 after we were finished with the pool and my husband was on the way back from a long day of work to neither done! Along with that on the same day, there were no towels out by the pool. When I requested towels I was told basically it’s not going to happen right now because the house keeper is working by her self. So I spent that entire day begging for someone to bring me a towel! I also saw numerous different maids working so that was not true either. I called and told them again that I need towels and I want housekeeping to come tomorrow. The next day it was 12:00 and no signs of housekeeping so when I saw a lady cleaning in the hall I asked her if she was going to come to my room, she looked so confused she had a list in front of her with out my room number on it. She was so nice and cleaned my room anyway and seemed frustrated with management as well not letting her know. Then our key stopped randomly working my husband again coming home from a long day had to walk the long walk around to the front desk to be met with an attitude by one the girls working the desk. When he explained the key isn’t working she asked for his ID he told her it’s locked in the room, her response was “ I don’t know what to tell you, I don’t recognize you” that’s when another man working there stepped in and did HER job even though he didn’t recognize him! Multiple times I would ask for towels through out the stay and have to call a second time because it was going on late mornings and couldn’t get ready with out any clean towels and washcloths. The final straw was today. I saw a huge roach next to our bed as seen in this attached photo! They apologized and knocked one night off, but maybe if their policy wasn’t “we’ll come when you ask” which really is we’ll do it when we feel like it they wouldn’t have roaches. Let’s also be real- some people don’t mind the rooms being left in crumbs or don’t know to keep their dog food sealed (because there are pets aloud) that should be their responsibility to come in everyday and clean those rooms UNLESS someone has a do not disturb sign on the door. I don’t understand this era that the hotels want you to reuse towels, and not clean everyday it’s NASTY! It used to be the standard you didn’t have to make your own bed or sit and wait until the trash was full before deciding to call and request it be took, they just did it! Change your policy here, because clearly I’m not the first review complaining about...