Hilton Garden Inn Charlotte/Ayrsley — Hotel in Charlotte

Let me first say that the staff at this property is TOP TIER! ASOLUTELY PHENOMENAL! |We celebrated my granddaughter's 4th birthday in Charlotte/Carowinds last weekend (8/15-8/17) and I have to highlight one of the best parts of our stay. Tyasia especially went above and beyond to help us, and I couldn't be more grateful! We had issues with the rooms, I'll get to that in a moment, but she was definitely the epitome of excellent service. I didn't catch her name, but the Ops Manager was so welcoming and wonderful as well. The maintenance staff on duty that weekend was awesome and the agent at front desk when we checked out that Sunday was just as amazing. I called because I thought there was a discrepancy on my folio, she placed me on hold, but I got another call and had to hang up. I had realized I made a mistake and as I was about to call back, she called me back and had looked over both rooms and there weren't any extra charges, and she wanted me to know. Talk about excellent customer service! Customer service is everything and when I say world class, I mean it!||The hotel lobby is very nice! It's warm and welcoming! The rooms were definitely just ok. Some wear and tear of course. Carpets were stained, surfaces not that clean, and the bathrooms need some serious remodeling. There were rust stains in the tub, in another room we were changed to, it had mold and stains around the tub. I didn't take pics, but it was in room 428. One of the rooms we had, had stains on the wall. The last two rooms we finally settled in were decent. Still carpet stains, and the bathrooms were still rusted with stains around the rims. It was clean at surface level, I guess- when you walk in the room, it did smell nice. The rooms need a really good cleaning down. The doors, the walls, the desk, the furniture, shampoo the carpets and maybe put caulk around the rust in the tubs and literally remove any of them with mold stains. I happened to have run my hands across the desk where the tv was and something was on the surface. I have visited Charlotte many times and I have never had a bad experience with the hotel rooms until now. ||However, the all-star staff made the stay bearable. I thank you all that were there to assist us last weekend, and we wanted you to know how much we appreciated your kindness,...

I was driving through and stopped here because the rate was good, and it wasn't too far from I-77. I hoped to check in early, and I was told I could not check in until 3:00 PM. I found that odd because the hotel did not seem busy at all. I thought they must have had many clean rooms available. Then, I saw another person check in around noon with no problem. So then I attempted to check in and was checked into the hotel.||The parking situation was a bit confusing, but there are a few diamond member and handicapped spots on the hotel property. They have some other spots as well, but I was not completely clear on which lots were okay to park in.||My room did not have a desk chair in it. I asked the person at the front desk if there was supposed to be a desk chair. She said that not all of the rooms have them. She asked if I needed one. I responded that I do. I found it odd that rooms would have a desk area with no chair. Just about every hotel room has a desk chair. I never received one.||The person working in the evening was more competent. I asked about the desk chair, and she got one from a different room for me. She actually seemed surprised there was no chair instead of claiming that not all rooms came with them. She was friendly, but she did not seem to understand how to make a guest happy.||They have two bottles of water in the room that are free for Silver, Gold, and Diamond members I believe, and $2 for those that are not. I am a diamond member. | One of those bottles was already missing from my room with just the tag there. The competent evening employee let me have another bottle of water.||The room was decently clean. I think there was one hair on the bed.||The Ayrsley area was a bit odd. It was mostly a high concentration of barber shops and hair salons with a few restaurants, a movie theater, 4 hotels, residences, and some small college buildings.||If it was cheap enough, I probably would stay again, but some things were...

I will NEVER in life stay at this property again!!! I booked 1 night for my son’s 7th birthday. I choose this hotel because they have an indoor pool and that’s what my son wanted to do for his birthday. I called the day of arrival to do an early check in so that I could set up the room early for the party. Front desk told me they aren’t doing an early check in so I said ok cool. Check in is at 3 we arrived at 3:30 only to be told my room isn’t ready give them 20 minutes. I said ok fine. It wasn’t until 5:30-6 until we got in the room. At this point I’m beyond pissed off. Our guest and kids had to wait in the lobby, my food I brought for the party was cold! After the kids got out of the pool we went back up the room and to open presents and the mirror in the living room just fell off the wall scaring everybody. Not only that later that night my son wanted to get in the bath tub, once he was done the tub wouldn’t drain out the water!! I called front desk and the manager came up drained the tub and I explained to her EVERYTHING that had happened up until this point. She said ‘’oh this room was ready since 12 o’clock for an early check in’’ like really!? We were waiting for almost 2 hours!! She said she’ll add notes, look into all this, and took my son downstairs to get some snacks. That didn’t make up for anything we’ve went through at this location!!!! The next day I was so ready to get up out of there. I scanned through the room to make sure I had everything and when I look behind the bedroom tv there was a condom wrapper!!! I go to check out and ask the gentleman working front desk is a manger here? He said no they’ll be in tomorrow morning. He also told me there weren’t any notes left on my room either!!!! SMH I will NEVER stay...