Hilton Garden Inn Charlotte North — Hotel in Charlotte

Arrived around 11:50-11:55 pm and had booked a room through Hotwire. Never been there prior. The outer doors were locked and there was no one at front desk, so I kept trying to call until being let it at 12:05 am.

When I entered I politely commented to the receptionist that I thought no one was there to which he responded with an attitude that at night he's the only one there and people need bathroom breaks and he glared at me while saying it. I just replied 'okay...' as I presented my ID. He then looked at me and said 'is there a problem?' I replied no, it just seemed like a long time. Understand, maybe it wasn't 15 minutes, but it was much longer than any normal break and I had just driven 14 hours from Boston heading to Atlanta, and I also didn't feel well because of cancer, and so I'm sure I was not my best but I NEVER disrespected the young man nor raised my voice, nor made ANY personal insults.

He then said, I'm denying you service and you can cancel through your 3rd party. I was literally shocked, and told him the room is already booked and I apologize if anything I said was taken as offensive. He replied I accept your apology but I will not honor your reservation and if you don't leave I'm calling the police! I could NOT believe how over the top his reaction was. Just unbelievable, truly.

So, I waited while he called the police and waited for them to arrive for 30 minutes, bc I really wanted to let them know how wild this guy was acting. No one ever showed up, and so I suppose he faked the call? I have no idea.

At this point one of his female friends had come and she talked to me for 10 minutes and told me she's never seen him act this way before and maybe he was stressed or something, and that he's a really nice guy. I told her that's probably true but his interactions with me have been unprofessional. She and I both tried to talk to him and again let him know that we can all just let it go, but he wouldn't budge.

So, I just left the hotel and tried to get a refund. Hotwire called the hotel and they told me the man said the reason he wouldn't give me a room was that I didn't have an ID. A COMPLETE LIE intended to prevent them from refunding me. They knew better since I had been booking rooms elsewhere all week and they provided a refund.

This hotel seriously needs to review the video from that night and take appropriate actions, because that young man will snap and overreact to someone else I promise you. Absolutely no way to treat a customer and then to not even be able to reel back in his emotions -- just extremely vindictive and no clue of customer service. It was all about him and his...

Updated Review 04/28/25: Upon stepping out of the shower of room 223 on Saturday evening I managed to cut my foot on very sharp carpet tacks that were invisible to the eye yet protruding from the floor between the bathroom tile and hallway carpet. After addressing the pain and the bleeding I had to rush to get ready for a wedding but upon returning to the hotel around 9 pm that evening we stopped at the front desk to let the two associates who were working at the time know what had happened. One associate with headphones just stared at me and clearly couldn't be bothered to remove the buds from her ears so that I could communicate with her while the other stated that we needed to address this with a manager in the morning. That following morning we tried to do just that but were informed a manager wasn't available. Needless to say I have dropped my review from 3 out of 5 to 1 out of 5 stars. In all my decades of travel this is by far one of the worst experiences I've had yet. I'm still in disbelief at the condition of our room and how ownership of this Hilton managed hotel even deems it acceptable to rent rooms in this condition.

Original Review 04/25/25: We actually just checked in this afternoon and I’m a bit surprised at the overall condition of the rooms, especially as someone who has been in corporate hospitality for well over two decades and have seen the best and worst in the hotel industry. The furniture is faded and damaged, the phone with sticky keys didn't work to call our mom's room, the pillows are deceivingly fluffed for appearance but flat, the bathroom is dark and dreary with peeling wallpaper, disintegrating grout between dingy tiles and the popcorn ceilings convey an old worn out hotel (I have attached some photos). After an excruciatingly long day of traveling we just wanted to rest a little. We love Hilton and the staff check-in staff was very nice but this hotel needs a deep clean and a renovation. Some added insulation between rooms would also be helpful. Guess we will have to catch up on rest when we...

Worst customer service I ever experienced. I booked 2 nights with them through Booking.com I received my confirmation as well as a email from the hotel confirming my check in and how much I would be charged. This also includes by confirmation number. Upon arrival around 9 pm after being on the road with my family and having my 6 year old in the back seat, I was greeted at the counter by Omari who seemed to have an attitude already because we were checking in so late. I proceeded to give him my name and he told me he had nothing in the system for me. I showed him my confirmation emails and he said he still couldn't find me. He asked me if the reservation was booked under some other name he had in the system and I told him clearly no I don't even know that person. I showed him the confirmation email again that clearly has my name and the date and room info. He said he couldn't check me in and because I went through a 3 party they are not responsible. He then gets on the phone clearly with an attitude at this point and calls whoever he calls to verify my reservation. All of this is going on an hour. My family is tired and outside in the car waiting still. He proceeds to tell me that it's basically my fault because I went through a third party. Now he gets on the phone I guess to call his manager who told him just put her in. He tells me to swipe my card which I did my card was charged and then he tells me he still can't check me in because it's not under my name. This just was so unprofessional and the fact that he knew my family was outside and he was very rude instead of accommodating. After 1 hour 30 minutes waiting he throws me a card with no instructions of which room I'm in and didn't even apologize. We ended up checking out the next day. I would never recommend this particular hotel because of their nasty manager Omari. Could have spent my money elsewhere and received way...