Hilton Charlotte Airport — Hotel in Charlotte

I am writing this review to share my extremely disappointing experience with this Hilton property, which is managed by Atrium Hospitality.

Having organized events across numerous cities and states over the past 15 years, I can confidently say this was the most unprofessional and frustrating experience I’ve encountered.

Initially, we were quoted pricing that far exceeded our budget. Only after informing the team that we were considering other venues did they revise the numbers to “make it work.” Unfortunately, that flexibility ended at the signing of the contract.

In the weeks leading up to the event, the hotel failed to deliver on several key commitments. Despite confirming our requests months in advance, we were notified just days before the event that they could not provide enough linen in our selected color—forcing us to revise our entire event design at the last minute.

Unexpected charges were another major issue. For example, we were billed $500 simply to turn off the venue lights. Throughout the event, basic necessities were poorly managed. Servers were often unresponsive or unable to communicate with guests, and some responded rudely to questions. The dinner service was chaotic—salad dressings were missing, food was understocked, and guests waited multiple times for the buffet to be refilled. At one point, more than 50 guests stood around an empty buffet table for over seven minutes. Even dessert items were incorrect.

Essential items like water and tea bags were constantly running out. We had to chase staff throughout the evening to restock them. Most egregiously, staff began removing all water stations 90 minutes before the event ended—despite guests still dancing and the bar continuing to serve drinks. We had to intervene multiple times to prevent further disruption.

And yet, we were charged a 26% service fee—a premium fee for a substandard level of service.

While the operational issues were frustrating, what truly solidified our dissatisfaction was the post-event customer service. I reached out to the team to request a follow-up meeting and was told the issues would be investigated. Despite multiple follow-ups, and even though our event brought in approximately $30,000 in business, the sales manager, Jennifer Wright, not only failed to apologize or offer any resolution, but ultimately suggested we take our business elsewhere. Even the company’s Vice President, who initially reached out, never followed up—despite it now being over four months since the event.

In summary, our experience was marked by broken promises, poor communication, and a complete lack of accountability. I would strongly caution anyone considering this venue for a professional or...

I absolutely had the worst experience ever. From checking in with Austin (Supervisor) very disrespectful and his attitude was out of this world. Didn’t want to help me and then didn’t want to answer any of my questions. Ask to change my room because of a special need and the subtotal I was being charge, he stated that I would be charged $223 instead of the $173. I just walk away and proceeded to gather my things to go to my room. Hours later, I called and reported that the refrigerator didn’t work and and no one came to the room or called back. After taking the kids to the pool. I called to get n extra towels and wash clothes, to wash the chlorine off us and spoke with a guy name LUCK who mentioned that someone would bring them up. I offer to go down to get them and he stated that housekeeping would bring them and they not keep them at the front desk. After an hour and a half, me and my fiancé went down to get some sodas and a cider beer and a worker by the name of LINDA ask what room I was and my ID, I told her it was in the room and the room was in my name as well and she still said she needed my ID as I f I wasn’t a guest there. She was rude and started talking to me crazy with so much attitude. As I was leaving, the guy name LUCK went to the back and brought me out the towels and wash clothes I asked for 1.5 hours prior. But he said to me over the phone that they didn’t keep that at the front desk. So I leave and go back to my room. Made a complaint and went back downstairs to get names and the worker LINDA or LUCK WASNT THERE. A new employee was there, who told me how to make a complaint and she was making a note of my concern. As we was talking LINDA walked by and heard our conversation and turned to me and said (I DONT GIVE A DAMN) (I DONT CARE ABOUT YOUR COMPLAINTS) I didn’t say anything back, but the other worker said I heard that and I’m a witness and I will put that in my notes or the GM. My daughter wanted to leave every since we checked in, its her 10th birthday and she wanted to do something different this year with her close friends and have a sleep over and go swimming. This has been the worst experience by Hilton EVER, as a member of Hilton, me and my family didn’t feel welcome at all. I don’t know if it was how I looked or what. But I gave everyone much respect and I acted accordingly. But i watched how they treated other customers or people that work for the airport (flight attendants as such) and they treated them like gold. From management down to the employees needs to be fired. No microwave, broke refrigerator and bad customer service, they will never get my money again. Not even lining for the...

this is the first negative experience i've ever had at a hilton and i thought i should write a review. we stayed here over the PGA masters weekend a couple of weeks ago on our way to south carolina, and the hotel was booked full. my fiance was waiting for the shuttle bus for 30 mins and when he called again to ask what was taking so long they told him the driver was getting gas. he checked the meter when he got on and noticed the tank was half full. the rooms were fine and so was the concierge, the experience that my family and i think other guests as well remembered was the weird breakfast arrangements. we arrived at breakfast at around 9am and there was already a line forming to be seated. we thought it was very odd, since from what we could tell it was a breakfast buffet. everyone was wondering what was taking so long and after about 15-20 mins of waiting we were seated, but some of the people were already getting out of line to leave for their day. it seemed only one waitress was working and the hotels manager but both disappeared for long periods of time. once seated, we were told to wait for the waitress to come by, and noticed every table except for ours and the couple next to us had been used and had not been cleaned. the waitress eventually came, said nothing, and started pouring coffee without asking if we wanted any. she eventually asked if we wanted to do the buffet and we said yes. we wondered why no one had told us it was a buffet and to go ahead and grab food and the waitress can come by with drinks. the food was just okay. the line grew longer as the tables continued to go uncleaned and people in line were visibly upset asking what's taking so long to be seated and some said they were going to be late for their meetings. the manager asked the waitress why the tables weren't cleaned and finally started clearing them herself. also note no water since they ran out after giving them to the other tables and not clearing or cleaning them. it was a bizzare experience, we had to wait for our check which took longer. i used to work in customer serivce during high school and university so i give people a lot of grace since you never know what is going on in their lives. but to be frank, it was unacceptable that there wasn't more urgency to clean the tables and get the line moving so people could eat. the manager and waitress complained that some people hadn't shown up for work - which is none of the guests problem. if you're down a person that means people need to be work 2x harder to fill that gap. you don't verbally complain to the consumers about how there aren't enough...