Home2 Suites by Hilton Charlotte I-77 Tyvola Rd — Hotel in Charlotte

Travelers Beware. Prior to this visit, I had never stayed at a Home 2 Suites. If this experience is the norm, this will indeed be my last visit. Before I begin my long list of gripes, I must first point out one shining star – the night/desk manager, Dominic. He at least tried to rectify and apologize for every inconvenience, and patiently listened to all of my complaints. Complaints: (1) Check-In. Upon arrival we were told our room wasn’t ready. Understandable since we were an hour early (2:00 pm), so we didn’t complain and figured we’d head to the outlets. We retuned, two and a half hours later (4:30pm or 5) only to be told due to a lack of housekeeping staff our room was still not ready, and they were fully booked. This was eventually resolved however because Dominic (to the rescue) offered us: a king size room, 2 sodas and some Hilton Reward points. Traveling several hours to be told that your room isn’t ready, after additional hours, is disheartening. (2) Hotel Décor/Aesthetics. The hotel itself seemed to be a little worse for wear. The floors needed to be swept and cleaned. There were scratches in the paint in the hallways. There were several dark stains on the carpet (high traffic and hidden areas). Some of the ice machines didn’t work on some of the floors, so you had to hunt down one that worked. I could go on and on but won’t. (see photos) (3) Hot breakfast. We were told there would be hot breakfast until 9am daily. There was NO hot food, especially not at 8:30am. Ok, some may say that that was a little late (8:30 pm), but there wasn’t even coffee and 2 yogurts. [Note: Some friends of ours tried to get breakfast before us and said that there wasn’t even coffee available at 8am.] To be honest, I am not sure what was going on. But I let this slide too. Ironically, a lot of the fight was gone, and I didn’t even want to go to Dominic over this since I had bombarded him with multiple things during our 2 day stay. I was only in town for the Jets/Panther game. (4) Our Room. Ok, this is what I can’t let go. I’ve got to hold someone responsible/accountable. Poor Dominic couldn’t begin to fix all or even a few of these issues. a. There was a black mold/residue around the base of the shower. (see photo) b. The doors to the shower were off the track. c. Toilet seat was loose/crooked and while I don’t sit on public toilets (I squat), if you sprinkle when you tinkle, this is very inconvenient. d. The TV only showed one channel and it was one that I didn’t want. (see photo) The other stations just pixilated or showed no service. Dominic tried to address this by fooling with some cables with negative results. **The remote did not always work. e. There were multiple stains on the carpet. (see photo) f. The electrical outlets and lights did not always work on one side of the room. And yes, before you start thinking it, we checked the breaker(s). Also, some of the lamps didn’t work (not sure if it was the electrical issue or the bulbs, but why do I have to figure it out?). g. Pillows looked sweated out and need to be replaced. **I was glad that I brought one along. h. Chair upholstery was torn, and portions of the chair’s arms were cracked and broken. What we did like! But don’t get excited too quickly because it ended up being a mess too. This location has several places where groups can gather (grill, firepit, etc). My friend’s son was recently drafted to the Jets, and his family and friends wanted to celebrate. There was a nice area with a firepit, some chairs and tables. Great. Very picturesque but “the firepit” did not work AND there were bags of trash in a chair, which was odd to me. Why leave trash in bags in a chair? We sat out there for hours and those bags stayed planted. Overall, I WOULD NOT RECOMMEND THIS HOTEL TO ANYONE. I don’t attend to stay at any others. Honestly, Hilton Reward Points really don’t...

Place stinks. Coming through the door your hit with a perfume, heavy musty scent that carries all the way to the elevators and then when you get off on your floor. The room itself again, is a different sort of heavily perfume cleaner smell. This is not consistent throughout the franchise. I just came from another Home2 suites in a different part of Charlotte last evening and did not have this issue. Called the front desk to check on availability for possible solution or room with an open window. Girl at the front desk sounded as if she could literally care less about life in general let alone something somebody was actually calling her for..

so I sit here attempting to get some work done with a pounding headache with the window unit air blasting at full, the bathroom vent on, and the microwave vent on attempting to move some air and air out this stink box…

Can’t wait for breakfast 😵‍💫🤢

Will be staying in Charlotte approximately once a month for work, will never stay at this place again

Edit: other, the walls are paper, thin, or the guest are a holes. I’m sitting here still airing this stink box out with three fans on. The bathroom, the microwave, and the window AC unit. I can still hear the television from the room next to me. So do they have the volume on 40 can’t wait to see what tonight brings. Yay.

Edit2 Hilton customer service is nonexistent. You can call and voice a complaint, but they don’t want to actually do anything about it. They want you to work with the property manager. There’s no property manager here!. You can’t file complaint while you’re still on property and checked in. You can send your complaint to an email address, I don’t want to type out the entire complaint that I just told 2 different people in Hilton "customer service". Nor do I want to call back tomorrow after I leave and file a formal complaint.... I literally argued with the guy on the phone that every step presented is customer burdened, not customer retention or customer satisfaction or customer friendly.... he literally argued that he had done things for me and I wasn’t listening. What he had done was typed up my complaint and put it in the notes because it’s not a complaint, so I wouldn’t have to tell it the next person I talk to. But the complaint department is not his department that’s a different department and he provided me with the email address. Neither one of those options were them accepting responsibility for this dirtbag property and saying "we are sorry you’re having a bad experience. Here’s what we can do for you" Not once did I hear those words in any version or format

Hilton is a joke, more and more issues with their properties, and most importantly, zero customer service, unless you continue to call and badger them. I don’t want to waste my time, nobody wants to waste thier time, having to do that to get some sort of resolution or satisfaction .

Edit3: the night was horrible as expected, couldn’t breathe, couldn’t tell where the smell was coming from. Wiped the flat surfaces down with water and paper towels, myself. Stripped both the beds, put the linen in the corner of the room, pulled out the bag of extra linen, checked it for bugs and slept on it. Breakfast, breakfast was a joke! Breakfast is never the great in these places, but their offerings were not great... some meh looking biscuits /roll style sandwich, and premade bowls of an egg like substance., They had no water. Again, they had no water available to drink. When I asked then if I simply could get a glass of water or a bottle, their reply was we have bottles of water for sale and pointed to the cooler beside the desk or we have a water fountain down at the end of the hall. I said no thank you and no, thank you. They literally code have given a crap less they said OK. Have a nice day and went...

I have been staying at Hilton properties for years but never at a Home2. We had family stay at one near us and thought it was great. So we gave this one a try.

Some of my issues are not major. I am not going to complain because I really wasn't going to be in the room and don't want someone wandering in there to fix something minor while I am gone. An irritating minor thing is the clock was 20+ minutes off. The clocks they use cannot be adjust by the guest. I can understand a couple minutes, but over 20. The Microwave clock was hours off, at least it was flashing!

The biggest issue was the door to the room. It was VERY difficult to close and open, think brute force. This is probably the cause of some of the door slamming other reviews mention. I figured out the problem was the door was separating from the top hinge, so it was bad out of alignment. Not only was it hard to open and close, it was imposisble to use the deadbolt.

The bed was comfortable and the AC was quiet. Overall the hotel was quiet. Had no issues with room being cleaned. I think this is an older hotel and the carpet looks like it needs to be replaced.

Staff that we dealt with were fine.

We were informed that breakfast would be from 7AM - 10AM. Got down there after 7:30 and was no where near ready. Lot of people waiting for whatever the hot items were going to be. Coffee station on had French Vanilla Creamer, no half & half, no plain creamer. We don't do flavored creamer. We thought we would just do cereal and not wait for the mystery hot food, no milk was out. So I am guessing the 7AM time that was communicated was when the people responsibile for breakfast clocked in, it certainly was not when things would be ready. We went to McDonald's down the street.

This wasn't quite up to what we expected and don't think we would stay here again.

This following is in regards to the HiltonHonors App. I think that app is not ready for primetime. Emails encourage you to check in on the app and pick your room and state you will get a digital ket to use. Awesome, less time dealing with people. Checked in and chose room the day before arrival. App says key will be available when the room is ready, COOL! On check in day App informs me that I now still have to stop at the desk anyway so they can verify some things, bummer, but whatever. All they did at the desk was put a $75 hold on my credit card. Hmmm, whatever. Oh, and the room I had picked, no longer mine. They gave me key cards, which turned out to be a good thing. Digital Key never worked. Would try, but it would never be available. I would give up, use key card, get in room, then bang, digital key was now ready. This happened many times, it was never available until after I went thru the door I was trying to get in. They then send email encouraing me to use the app to check out. Tried, but nope, gotten go to the desk. All they did at the desk was take my key cards. So the app basically was totally useless. Has potential, but they need to do a bit more...