Hilton Garden Inn Charlotte/SouthPark — Hotel in Charlotte

The hotel location was nice. However, I had some devasting bad encounters with one of the staff. The partcular staff is named Luis Archibold. This team member works the front desk and checks guest in as guest arrive.

I attended a family reunion weekend of July 25-27 and he checked me in. At first, he was very friendly with his attitude; it started off very helpful and friendly, but the second I started experiencing problems with my room his attitude took a turn for the worst and his tone changed. He attitude towards me became hostile.

I was trying to inform him about my room door was not properly opening & closing and how I had to use excessive force to open & close the door and he brushed it off as if every door on the property was made that way because of fire hazards. So I asked, "I literally have to throw my entire shoulder/body into the door to open or close it?" He then starts to ignore me and quickly changes the topic by saying is there something else I can help you with? I just walked away.

Next day, i go ask him for towels and he does a huff and puff as if it was an issue for him to retrieve the towels from the back office. At this point, I was over him due to other issues I was experiencing with my room and I was in fear to mention those issues to him due to his response back about the door situation.

On my last day of the family event (check-out), I came across other employees who I want to show recognition. The team member Jahdlynn was helpful with giving giving partial refund and points due to my distasteful experiences with the room and that particular team member then she let me know a superivisor would reach out to me. I appreciate her for her reassurance. Another team member who I would like to recognize for great hospitality is Rashad who worked the front desk with team member Jahdlynn. He was very helpful with helping the flow of check out run smoothly and helping to keep the lobby stocked with the complimentary fresh fruit infused water. Also, he kept asking if there is something else needed let him know and he could accomodate. Very pleasing to see the helpfulness!

I would like to give one last special thanks to the team member who worked the dine-in area for breakfast whose name was Tracy. She was very informative when it came to serving me and my family members. For example, letting us know the break down of how the continetal breakfast was served which was complimentary with the family reunion v. the guest who stayed at the hotel who was not apart of the...

I can’t provide a real review because well my reservation was cancelled. When I entered the property at 1 in the afternoon I was informed all rooms were still being cleaned and none were ready for early check in. I said ok and decided to wait til 3 for my room. After less than 20 minutes of sitting a couple walk in and I overhear the standard check in dialogue when I found odd because well I was told the opposite. I ignored it and just thought it was an oversight or something. 10 minutes goes by and a man walks up and the same thing happens. He is checked in, now this time I feel hurt like why are they able to check in and I’m not. I felt like the ladies at the first desk had an issue with me. But I concluded that was crazy so I tried to shrug it off. Then the lady looks at me and say we’re ready for you now. I was relieved, but when I swiped my card it declined which is odd because I religiously check my account prior to large purchases like hotel rooms. So the front desk attendant was understanding for the most part, she said I can go to the bank and pay cash, but 50 dollars must be on the card. I said no problem, so I take a taxi across the street and come back but the same thing happens. At this point I’m tired, embarrassed and frustrated so I tell them I don’t know what’s going on with my card because I have money in my account. The lady shrugged, and I felt bad because she had other guests waiting. I had no choice but to leave. However eventually I found out my card blocked the purchase for security reasons. Then I check my account and see that I was charged for a late cancellation. I call Hilton and they call the hotel: they refuse to refund the money. So I call the hotel and the woman who answers immediately is hostile and rude. I remained calm because I believe it’s a legitimate reason for a refund. I ask the lady for her name she says hold on and 2 minutes later another woman answers the phone. This is the same woman who was tried to check me in. I explained the situation and she says she remembers me. She directs me to leave a voice message on the assistant manager number, so I did. I hope this gets resolved because I love Hilton and am a proud gold...

My large group and I had the pleasure of staying at the HGI SouthPark for a Retreat the first weekend in August. Upon check-in, I was greeted by Anthony at the front desk who has a personality that can truly brighten anyone's day along with energy that is just contagious! Since we were having a retreat with a group of 100+, the Sous Chef David was kind enough to walk the meeting space in preparation for our retreat the next day which was so helpful. I was also happily greeted by the Assistant General Manager, Megan and also the Engineer, Eddie. I went up to my room to relax and a huge storm came in wiping out the power with a ETA of 2am for it come back up. My group and I understood it was no ones fault so we went off-site for dinner and returned to the power outage. Normally in any other situation, we would have found another hotel to stay at, but after Anthony, Kim, and Eddie still remained upbeat while dealing with quite a few upset guests, my group and I decided to climb the steps and still enjoy our stay. Along the way on each floor we could tell the staff took necessary precautions to assist guests by placing flash lights on each floor in the stairwell so we can safely make it up. I even saw Anthony and Eddie carrying people's luggage up. It was hot and a lot of steps but still in all of this, they were smiling and being kind to all of the guests. The power came back on around 12:15am and we were able to head to bed. The next morning I had breakfast at the hotel and it was the best breakfast I have ever had at a hotel. My sandwich was delicious and brought out to me by David who I saw the day before. Once our event got started, we had Semaj on hand from Sales that helped us throughout the event with anything we needed including IT assistance and Chef David was also available once again! This team truly exceeded my groups expectations and I heard many people say they would be booking a trip back soon!! If you ever stay at this property and come across Megan, David, Kim, Anthony, Eddie and Semaj, you are in great hands! This hotel is also located very close to SouthPark mall and other shops which my...