Holiday Inn Charlotte-Airport Conf Ctr by IHG — Hotel in Charlotte

BAD WELCOME FROM STAFF MEMBER AT FRONT DESK

After more than 12 hours of flights and waiting at airports, I arrived with my teenage daughter to the hotel. Staff member Emani, was very unprofessionally from the beginning. At arrival to the airport I called to ask for the shuttle bus and the person that answered - I am under the assumption was Emani because at arrival she was the only person there- answered with yes/no and when asked how long the shuttle bus takes to get to the airport she only answered to wait by exit 1 and hung up on me. At arrival Emani continued with her attitude. She never asked me if I was a member. I was on the phone messaging my husband for some discrepancy that I saw in the bill, and all her priority was for me to be quick with my credticard. I let things goes thinking probably she had a bad day. I was astonished when I asked her what was the local time, as I wanted to make sure in order not to mess up my flight the next morning. My teenage daughter answered to me, and Emani just ignored me. I stood there in disbelief and she did not even acknowledge me, looking at paperwork an said: "your daughter just answered you". I had to explain to Emani that we were coming from an international location and that my teenage daughter could be confused/mistaken of the time, and all I wanted was to make sure was to get the right time. To the question why the bill was different from what my husband told me she did not make a good effort and just told me it was a charge of $50 dollar that was suppose to be recredited after 3-4 working days. When given directions to my rooms, I asked her again to repeat it as she was really fast, and she repeat again; but with an attituded and equally fast. It was like she wanted us to get lost! To our misfortune, the key room did not work. I came back to the front desk to tell Emani the key wasn't working. She told me: "If you put the key close to your phone they wont work". It was like she was sick and tired of us. I told her very professionally it wasn't the case. At the front desk was Anthony, a young man, to who I expressed my discomfort for the bad experience at arrival. Anthony did his best and answered all the questions that Emani never did. At breakfast it was a situation that said that I was allowed only for one breakfast. i showed Anthony the policy of breakfast for two, he handled the situation good and told me that for all the bad experience at arrival we deserved a good breakfast. Anthony even make the big effort to speak to me in my first language. Kudos to Anthony. The guy from the shuttle bus was very polite. Your hotel should have more staff like Anthony and less like Emani. I believe in improvements and people like Emani will not stop me to stay again at your Hotel if I have to...

We had reason to be in the area and booked a 4 night stay. As a Diamond Member of IHG One Rewards, my preference is generally for IHG hotels because of the hot breakfast each day you can receive as your Welcome Amenity. Upon check in, everything was going along smoothly until we got to the breakfast choice. The gentleman checking me in was obviously a newer employee and he turned to the lady working the shift for help. She started by saying "We only do one day". I stated that the breakfast Welcome Amenity is for every day of the stay per IHG policy. She looked back at the gentleman and said "We don't do that, but what he said". I did get my breakfast for each day, but it sounded like that is not the ordinary policy of this hotel so be prepared. ||The room was fine. Yes a little older, but in good repair and everything worked. The bed was very comfortable. This is an airport hotel, and it IS in the flight path for one of the runways. I turned the HVAC to "constant on" for the fan and that took care of the problem for us. If you are super sensitive to noise, it may not. We were on the side of the hotel facing Home2 Suites, which is also toward the airport. Unsure if a room facing the other way would be better for noise.||Breakfast every day was good. Exceeded my expectations. The server was great. She was working alone and she was there every morning of our stay. I neglected to get her name, but she was friendly, funny and brightened our day each morning. Each night the parking lot was full but there was never more than 2-3 other people in the dining room. I'm guessing the hotel does a lot of airport parking business.||Both of the evening bartenders were really nice. I can't say the same for the waiter Saturday night. We came in at 10:20pm for a glass of wine each, and the bar was full so we sat at a table. He came over to say they were doing to go orders only at that point. I said we were only there for wine. He walked away without saying anything else. I walked to the bar and got a menu off the bar. He continued collecting plates at the table next to us and seemed to be of the impression that he was going to ignore us until we leave. As I walked up to the bar to order there, he approached the bartender speaking Spanish apparently not realizing I speak Spanish as well. I cut him off and said "Are you going to take our order or is she?". She told him to take the order. Clearly this waiter needs a little retraining on customer service. ||That service lapse aside, the rest of the employees were very friendly. I would definitely stay here again when...

Terrible stay. First, to charge for parking when they are already charging a lot for a room night is tacky. I know some hotels do this, but it is an excuse to make more money. Things started off by us not being able to get into a side door. We attempted another door, but could not enter. Turns out first door has been broken for weeks. I knew key was not working, but front desk clerk told me it was just the door. Sure enough, got up to our room and key was not working. Had to go all the way back down stairs to get it. Next, discovered the bathroom was tiny. They only stocked us with two towel sets when reservations clearly showed that three people in the room. Most hotels have a pen and writing pad in the rooms. Not this one. They have a market downstairs that sells microwavable food, but no microwaves in the room. You have to microwave downstairs and carry hot food upstairs. Next morning, went down to breakfast. Website shows a breakfast menu. That was false as they no longer have a breakfast menu and only an overpriced buffet. The excuse was that the website just has not been updated. The next day after visiting family and going to some of the local attractions, came back late evening and found room had not been cleaned. I went down and talked to two clerks who had another person come over who was rather apathetic. She said they don't clean everyday and gave the COVID excuse. Umm. This is 2024. Not 2020. They probably just don't want to spend the money. We told them we wanted room cleaned. Next day about mid-afternoon, came back and it was still not cleaned. Talked to a manager who talked to housekeeping who said they talked to my wife and asked if we need anything. She said we need extra towels. Apparently housekeeping thought we did not need our room cleaned, although we had a conversation with management the night before. She said towels because they had shorted us before, but that turned out to be the excuse why it wasn't done. It was finally done later that day. The location worked for us, but we will not be back. Hotel needs updating as peeling wallpaper in bathroom and several parts of hotel. Only thing good was...