Hilton Garden Inn Charlotte Uptown — Hotel in Charlotte

Hilton Garden Inn Charlotte Uptown traveling from Alabama

Visited Charlotte for an IICRC course and stayed 6 nights at the Hilton Garden Inn. Was received at check in by valet that was extremely helpful not just upon our arrival but throughout our stay. Overall the staff was very tentative to any need or concern. Mathew who seemed to be an all-round staff member assisted me several times and went way and beyond on. On one occasion he took quite a bit of time to explain and tour the best route and shortcuts to get from my car to hotel elevators and what garage floors to park on. Way to go Mathew. The front desk was always helpful. We had an issue with room noise one night at 10 PM and it was handled in the best possible way with no hesitation either Lynn or Carolyn (not sure who was on duty that night) fully addressed this concern to our 100% satisfaction the next day. The shuttle is really great the driver saw us in the lobby looking around and asking directions to local restaurants and JB stepped right in with a very enthusiastic attitude and offered to take us wherever we needed. That impressed me because usually the guys working a shuttle would rather avoid having to take anyone any where. JB even gave us his card and instructed us to call him when we where ready to be picked up. The breakfast is offered in the lobby and is not free but worth the price. I would advise to get a package so its included with the cost of your room rate with parking. It works out to be less that way. At the breakfast buffet the cooks will prepare you several items all of them are really nice an attentive. Nelly, Lupe and Laura where great and Lupe is a gem, thank you for having a box with breakfast to go for my wife every morning. This hotel offers room service from 5-10 PM and the selection was good as well as the food. My wife had the pork almost every night , it was that good. Overall this hotel is very clean and centrally located to down town. The parking is good and the views as well, but the great staff was the best feature by far. It fit the bill for my business training as well as a get away for my wife and I. I would...

It wasn't my best experience. The parking situation was confusing and the receptionist didn't help me to understand even though I asked. I have mostly large vehicles and parking garages are too small. However, I parked across the street even though it appears to be open parking in that rear that isn't open to everyone. The first room I was in had a dent in the wall and the television didn't work. After you get comfortable and in the bed for the night, the last thing you want to do is have to get out of the bed to gather your belongings and move to another room. But we obliged. The maintenance guy was very nice and professional. I was there for a nap honestly and checked out probably 3hrs after checking in. Upon check out there was a very nice lady receptionist with treebraids that was also professional. However the lady with the small afro was very offensive and inappropriate. We came down to check out, all I stated was we were checking out... with a smile on my face. Her response was, "we're still charging you for the room" as she reviewed the clock. How rude!! I didn't ask for anything but to check out. How are you in hospitality and you lack customer service and common sense. You have no idea why someone is there! I could've just needed a 15mins, that doesn't mean to assume I wanted a free room. That's very distasteful and UNPROFESSIONAL! If someone asks then its OK to respond but all I asked was to check out. This should be the basics of Customer service... don't assume anything. As many hotels I have stayed in.... I have never been treated that way. I could live with the tv not working and the dent in the wall which she told me wouldn't be fixed until after we checked out....I get it, small oversigh. I can assure you I will not return due to that Woman tactless attitude. That was disgusting and rude and it's something i'll never forget! I'm a Platinum Elite member with another chain but a new team member booked this unit due to the location convenience. Back to respect and decorum! As much as I travel.... I have never been...

I stayed here as a part of a group for a convention. The rooms were booked ages in advance, so there was no surprise to this hotel we were coming.

A busload of us arrived, and there was one person working the makeshift desk. This makeshift desk was in the middle of a construction project. The entire entry was torn apart. It took a very long time to check in.

We got to our room and called down for extra blankets. No one answer the call, which we let ring for 3 minutes. 2 more attempts like this, and no answer. Later on we called and someone did answer but immediately put us on hold for minutes.

We had similar experiences 2 more times when calling for assistance.

We also found that the ice makers on EVERY floor were broken. We had to go to the front desk, 13 floors down for any ice we want.

The pool was drained and not working. We were told to walk through the parking garage to the hotel next door to use that pool.

The front revolving door broke on two occasions which forced us to go out through the garage entry, which stunk horrible.

Another problem, we were there over July 4th. Generally, it is never acceptable for a flag to be poorly maintained, but on this day, it is more crucial. The flags were broken and dangling precariously. I mentioned this when I arrived on the 30th, and it was still that way when I left on the 6th.

Breakfast was not really an option in the hotel.

There were fruit flies everywhere on the first floor. Maybe due to the horrible stench in the garage?

Every morning we woke to hammering and power equipment. Many times, when meeting in the lobby, we had a difficult time talking to each other due to the construction noise.

Other people in our party complained of toilets that would move when they sat on them, air conditioning that didn't work, and one had a room that wreaked of paint fumes.

All in all, it was a bad experience. It is clear the hotel management didn't consider the convention coming to town. We booked well over 200 rooms. A mistake...