Homewood Suites by Hilton Charlotte/SouthPark — Hotel in Charlotte

On January 30, I requested that our rooms be cleaned on Friday, January 31, 2025, and Luis from the Front Desk assured me that housekeeping would be notified. Unfortunately, when we returned that evening, our rooms had not been cleaned—no fresh towels, no replenished toiletries or amenities.

The lack of cleaning continued over the following days:

On February 1 and 2 (Saturday and Sunday), no cleaning was done, though fresh towels were left. On Monday, February 3, after once again being told that housekeeping had tried to clean our rooms but the "privacy" sign was on (which was untrue, as the sign was inside our room in the same position it had been since check-in), I visited the Front Desk to request service. On February 4, I again asked for housekeeping services, and while the staff replaced the sheets and towels, they failed to clean or dispose of trash, vacuum, or wipe down surfaces. On February 6, when I spoke with the manager, Tom, he indicated that a “bloody pad” in the trash can in Room 517 was the reason why housekeeping couldn’t empty the trash. However, I clarified that the trash I was referring to was from Room 515, where there was no such issue. This felt like an excuse to avoid completing the task. As we are a family with children, it’s reasonable to expect proper disposal of trash and cleaning. On February 8, I spoke with April from housekeeping at 9 a.m., and she confirmed that only Room 517 was scheduled for cleaning, though both rooms should have been cleaned together, as we checked in on the same day. She promised to check with her manager. However, by the time we returned that evening, neither room had been cleaned or refreshed.

By Sunday, February 9, I had given up asking at the Front Desk, as past requests had yielded no results. On Monday, February 10, I again reached out for assistance, requesting more towels, dishwasher soap, trash bags, and a sponge.

Later that day, my daughter found fresh sheets and towels, but the rooms had not been cleaned, the trash was still inside, and surfaces hadn’t been wiped down. After calling the Front Desk and speaking with Chris, Tom assured me that housekeeping would service our rooms. While the staff did clean the floors, change the sheets, and give us fresh towels, our supplies were not replenished.

On February 11, I approached Joe at the Front Desk to extend our stay for another week and resolve issues with the charges on my card. Unfortunately, I was treated disrespectfully when I asked Shannon for assistance while Joe was unavailable. Despite my being the first customer at the counter, Shannon insisted that I step aside, referring to my concerns as "disruptive," and failed to offer an apology. Thankfully, Mr. Eddie stepped in to assist me.

Finally, on February 12, I once again reached out to the Front Desk to request cleaning. After being told we weren’t on the schedule, I showed Litzy the proof of our prior cleaning request, which led to our rooms being added to the schedule. I’m perplexed as to why there were discrepancies in the information being checked by staff.

We chose to stay at your hotel due to its convenience for our children’s school, but the level of service and attention to detail has been far below the standard we’ve come to expect from Hilton properties.

In addition, we have had consistent issues with our children’s room keys, which need to be reprogrammed daily. Despite requesting digital keys, the Front Desk informed us that they couldn’t activate them.

We hope you take this feedback seriously, as I wouldn’t want any other guest to experience what we have during this stay. I trust that you will address these concerns and improve the quality of service for future guests.

Thank you for your attention to...

On Saturday (2/20/2021) after spending most of the afternoon out our first night in Charlotte, my spouse and I came to our suite to find one of the Roman shades in our room was broken. The shade would not let down, and it was to cover the window next to our bed. We called the front desk immediately to notify them of this matter. Jennifer, who was kind and sweet, at the front desk called her manager, and was offered a room on the Hilton side. This was not feasible because this meant we would have to pack our belongings and our hot food we just purchased, take them to elevator, across the lobby, to the Hilton elevators, and to the Hilton room. We declined because we were tired and hungry, but we were informed $25 would be taken off our stay, which was fine. Later in the evening, as we begin to wind down to shower and go to bed, we turned the wall thermostat on to find the unit was blowing cold air. We turned it up to 80 degrees and left it on for at least 30 minutes and still no heat. This was completely unacceptable, and I went down to the front desk because the room phone would not allow me to call the front desk. Masoy was accommodating and so nice! He came up to our room with me, checked the thermostat, and agreed the unit was blowing cold air. He offered us another room on the floor. He told us the shades were broken in this room as well but assured us the room had working heat. He stayed until we all felt the heat in the room was working and informed us he would pass this issue on to upper management. He encouraged us to call management as well and provided the business card of the dual general manager, CK Patel. In the morning, the AM clerk was aware of the incidents and stated she would pass my information on to the manager on duty that Sunday. I asked was the dual general manager in, and she informed me he would be in on Monday. I told her he will definitely hear from me. We stayed our last day on Monday in Charlotte (traveled for ski trip in the mountains) in Southpark because we liked the area, and we decided to give the Hilton side a try. I booked the King bed room. The front desk clerk (who was the same clerk Sunday morning) seemed a bit rude this visit. She did not greet us, and as a Hilton member during check-in, we were not offered the complimentary waters like our Saturday check-in. She placed us right by the elevator but corrected this action by placing us by the service elevator. It was quiet so we stayed. Over the next few days, Monday through Wednesday to be exact, I called everyday and left a voicemail message on CK Patel's direct number that was on the business card. I have yet to receive a callback. As a Hilton member, I am highly disappointed in our vacation stay at this establishment and will not stay here again. Jennifer, who checked us in Saturday, and Masoy were the ones who were extra hospitable and comforting during our stay. To them, I...

I would like to take the time out to write a review about the staff at this property. I came from Dallas Tx to visit NC for vacation and business. I stayed at this location for 6 days. Everyday my experience got better and better. I want to highlight the best parts of our trip. Upon entry Rashad welcomed us with enthusiastic energy! He took care of us and got us checked in. Then I met Semaj. His smile and willingness to help made our stay pleasant. He went above and beyond for us. I met Idanya during Happy Hour. We had a good conversation, she made sure we were fed before closing. My last day at the hotel she gave me a big hug and cookies. Later on towards the night I met Kat as I was leaving the hotel for an event. The way she greeted us getting off the elevator blew me away. She introduced herself to me as if we've known each other our whole life. Thank you Kat for taking care of us when we returned and keeping your word to fulfill our request. Once I returned to the hotel, I met Chris. It was his 1st day. His smile lit up the entire hotel. The way he greeted me. I would not have known it was his first day. One night I needed cold meds and he found a Alka-Seltzer pack for me. Then I met Tracy who works at the Hilton Garden Inn. What a beautiful soul. Everything about her gave me peace and reassurance that we were in good hands. The breakfast was so amazing! One night we came in late. The hotel was out of a lot of things to prepare what we ordered. Joe the night audit manager spoke with David in the kitchen. Somehow they were able to pull it together to make a late night meal for us. We greatly appreciate both of you for working everything out to satisfy our hunger. Another morning we needed housekeeping. As I opened the door I saw April in the hallway. She gave us sheets, towels and whatever else we needed for the remainder of our stay. Later than night I went to the bar for dinner. I met Rachel. She was patient and kind to us. I had the opportunity to chat with her as she closed our bill. Before I departed I met Renetta. She gave me water and we built a good rapport. All in all. I want to say thank you to the entire staff that left a lasting impression. Each and everyone of you deserve double or triple incentives for all that you did to make this stay memorable. I will return to Charlotte in 2025. I will see you all again. Have a very Merry Christmas and a Happy New Year! I greatly appreciate each and every one of you. Love - Peace &...