Hampton Inn Charlotte-University Place — Hotel in Charlotte

DO NOT STAY AT THIS HOTEL.

We booked through Expedia, checked in, then found out the next morning we had somehow not been checked into the hotel's system at all. A couple that had purchased what they were told was an empty room walked into in our room unexpectedly in the morning. The front desk calls a few minutes later, I'm assuming after the couple went downstairs to get a new room. It sounds like the situation was resolved.

Instead, we find out later they have messed up again and checked us in for 1 night instead of the 2 we purchased, double-charged to our card and to Expedia, and were still charged with a "no show" fee along with several other charges. We went down to dispute these charges at the front desk, then had to call Expedia, who attempted to call their front desk, where Expedia did not get through.

So then we were forced to go downstairs with Expedia customer service on the cellphone, and bring our phone to the desk in order to get this finally resolved. At this point, it seemed like we were finally able to get it solved after 20 mins of the staff having to be on the phone.

I should note that one of the staff we talked to at on the second day when disputing the charges was marginally more helpful than whoever made the initial check-in mistakes, and then whoever made the following check-in mistakes that resulted in accidental charges. She seemed to be the one person who remotely cared about the job or had any grasp of what was going on, how to use the hotel's computer system, etc.

Specifically, Robin the Operations Supervisor was the single person who seemed like she was actually making an attempt to solve the problem and clear all the accidental charges. However, the mistakes were still not fixed.

THEN after all of this, we get ANOTHER charge the next day instead of being cleared of any of the bogus charges. Totalling at 6 now. We went down to front desk, they had absolutely no reason for this happening and provided no solution.

They also claimed we had 4 charges on their system even though the bank statement said 6. And again, there should have been 0. We booked through Expedia. So after 3 days and 5-6 separate interactions with the staff, nothing was fixed. Each "attempt" to fix the situation caused further damage and charges incurred. This totalled to $400 of additional bogus charges. This was almost double the cost of the initial reservation via Expedia, which had already been paid in full.

This hotel is a disaster. The employees besides Robin were totally unhelpful and incompetent, it's some of the worst service I have ever recieved. It also seems like the glitchy technology and draconian policies of the hotel chain were a huge impediment to the whole process.

None of this mentions the other apparent problems with the hotel, like the elevators being in obvious and concerning disrepair while stinking of marijuana smoke the entirety of the stay. The roomkeys malfunctioned multiple times, and I saw other guests complaining about broken room keys to apathetic staff.

One of the parking lot signs appeared to have been hit by a car, yet they were still running electricity to a heavily damaged sign. Is that not an electrocution hazard if it rains? I'd imagine it is yet another glaring issue the staff has willfully ignored.

This whole situation is entirely ridiculous, entirely the fault of the staff and hotel, and could have easily been prevented. Everyone we encountered was just immensely disorganized and trying to kick the issue further down the road to the next...

I would not suggest anyone 2 stay at this hotel. The staff are liars & they don't know how to double check their system. I was staying at this hotel for 2mnths bcuz I just moved down here. First let's talk about the employees. I think promotions should be given to Kayla, Sandra & Ceena. Kayla which works Front Desk was great to me & my family. She was very nice, respectful, a ppls person, great vibes, informative, helpful, pleasant attitude, honest, considerate great customer service. Sandra which use to work cleaning the rms. but because of disloyalty btwn other employees she changed her position to working in the kitchen. She was also great 2 my family. When my mother-in-law & son were late 4 breakfast she left food aside for them. She was a great help, very considerate, honest, supportive Ceena Supervisor of Maintenance. Great help, very nice, honest, respectful. She should be Executive of Housekeeping. Now the employees that needs to be fired that were either disrespectful, rude, or just lying just because. Bria which works front desk was rude to my mother-in-law. I paid for her rm. & mines & Bria called her rm. getting loud with her & cursing her out telling her that her rm. needed to be paid or she was getting kicked out. My mother-in-law who is not a violent or hostile person tried to explain to her that everything was paid for already 3 days ago. She was still trying to curse out my mother-in-law! In the end she called back 10mins later trying to apologize for her mistakes. For her not double checking the database. She basically tryed to kick my 7yr old son & my mother-in-law out! Kandice who was always working front desk the whole time I was there. I later found out to be Operation Manager. If u ask me or any other person who may check in that hotel. She does not present herself as a Operation Manager at all. She lied & said I cursed her out when I didn't. I asked to speak to the manager. She left like she was getting the manager when she really is one of the managers! She doesn't need the position because she doesn't know how to do her job. A manager manages a different variety of everything & suppose to be able to resolve dispute. She runs from the dispute to leave someone else to resolve. It's way to much for her & not in her characteristics at all. Last but no least Joanne (with the purple hair) Executive of Housekeeping. Another person who shows no characteristics of this job title, was accusing me of smoking in my rm. It was of course a 100% LIE. I even invited Ceena in the rm. numerous of times after being accused. She said she never smelled any smoke coming from my rm. Even housekeeping came in they said it always smelled good in the rm. compared to the cigarette or weed smoke that you smelled in the hallway, coming from other rms & even in the elevator. As for my rm. the bathrooms water system was totally messed up. There was hardly any cold water! Even when putting the nozzle on COLD for cold water & leaving it for awhile; it was still hot. The faucet piece in the tub was loose & was able to twist around. Also stink bugs kept coming through the Air Conditioner. You suppose to leave your customers wanting to come back again not for them to anticipate...

Absolute WORST experience!! The hotel is nice, great location, employees are polite, room was pretty clean. The room temperature never got below 73, I think it’s a motion sensor thermostat, water didn’t get hot.. more warm. However on Monday, the morning of checkout I was awakened by a call from the front desk apologizing and informing me sometime between 3:00-5:00am my vehicle had been broken into, that the police were here and needed me to come outside, for me to bring my id. When I get outside, I see it’s not just my truck, but multiple, ALL the 4dr pickup trucks in the parking lot had a backdoor window broken & were left with shattered glass, the contents of the consoles and glove boxes thrown everywhere as well as anything of value being taken. The employees apologized & helped sweep/vacuum the glass from our vehicles. At last count at least 5.. One hotel employee said they have security 6 days a week just not on Sundays, if that’s true then “someone” else knows this. Another employee said it used to happen a lot but it’s been a while since the last time, stated it usually happens when there’s a BIG show or event happening nearby. I guess ELTON JOHN at the Bank of America Stadium or WU TANG CLAN at the PNC didn’t classify as BIG enough to increase security or notify you at check-in, as they are admittedly aware of this problem and haven’t upped their security game, installed cameras or made any efforts to deter such acts of vandalism and destruction to guest property. I know they can’t predict the future, however admitting it’s a pretty common occurrence, knowing they have a problem, knowing when this problem is likely to occur and not informing you or improving their security protocols is not only disappointing and distasteful but shameful to say the least. I know if they’d have advised me prior to that this is a “stay at your own risk” facility, I would have stayed elsewhere. Probably the point. In hindsight and after the expense of the hotel stay itself, insurance deductibles, cleaning expenses, items stolen, the headaches and overall stress of it all, I would have gladly paid 3 times more to stay somewhere else. However I chose Hampton Inn based on my personal experience with other Hampton Inns as well as it’s reputation of being an above average establishment with higher standards. This particular Hampton Inn falls well below the bar of the quality of standards and safety I’ve come to expect and rely on when staying away from home. At check-out they apologized again, thanked me for my business and handed...