Homewood Suites by Hilton Charlotte Ballantyne, NC — Hotel in Charlotte

I was RACIALLY PROFILED HERE!!! I was followed OUTSIDE of the lobby after getting breakfast NEAR my car and asked if I had a room there and what was my room number. I replied with my room number. I went back inside the front desk area to throw away my trash as I ate my breakfast in the car and did not see a trash can outside, while at the trash can I was stopped and questioned again if I had a room there and for my name. I replied with my name and room number, I then asked the front desk person questioning me for her name- she would not tell me her name and demanded that I tell her my name and stated that I did not have a room there. ...Keep in mind this is all front of witness in the lobby and at the desk. This was in the 8-9 o'clock hours of the morning and I had checked in at nearly midnight the night before - so as a Diamond member who uses Hilton very frequently as a travel doctor - me paying nearly $230 bucks for this room for only a few hours and to be treated like this was ridiculous! -I offered to step aside and wait for other customers behind me to handle their affairs with the front desk employee because I did not want to make a scene at all and her tone was so elevated that it was drawing negative attention - (I will put her name here once I find it on my sticky note). After she finishes with the other customer--- I express to her that I wanted her managers contact information - she would not give it and then I told her that I felt like she profiled me. -She denied this and stated that since she is latina and she has a black boyfriend that she is "exempt" from profiling a black person. -I did not argue with her at all but told her that that is not logical and that she followed no one else outside the hotel and questioned them multiple times about having a room there except for myself and that has never happened to me before. She then gets on the computer again and tells me that she is able to see my room and m name and that it was listed in "Departures" and that is why it wasn't visible to her in the regular screen and she then apologizes (ever so quietly)- I am sure no one heard that. So, I again requested her manager's information again, and she then asks why I wanted it after she apologized and I told her because I was dissatisfied with my experience. She then states to me that I "attacked her when I came in the lobby" -I then stated to her, that this is the same issue, you (as in she) cannot use words like attack when someone stands up for themselves because words like attack implies different things for different people who may be listening in the environment and that it didn't even make sense to me considering that she approached me and questioned me about my room outside and again at the trash can. -She then states that she is an immigrant and that me saying that she profiled me was wrong and that she is sorry that I my life is so bad that I feel this way. I remain firm and tell her that I just want her manager's information because she is the only person yelling and calling me an attacker. -She then writes down a first name of the manager, I ask for a last name and number- She tells me I can look up the number and that she doesn't know the manager's last name. I told her that I would like her to provide me with the number -she does Then I go and ask the ladies in the breakfast area for the manager's last name. They provide his last name I leave and go back to my room and call Diamond club. -I am told that I NEVER should have been followed outside and that I never should have been treated like someone faking a stay after I gave my name because the front desk person should know to check departures as well when verifying residence. I get a call from a female manager who offers to refund $14 and change from canteen. I ask for room refund -manager even admitted that the front desk worker was absolutely wrong for following me outside! put on hold then offered 50% refund. I ask for a full refund and was told someone would call me NO CALL RETURNED - It has...

I am a Hilton Honors member and I have stayed at many Hilton properties, never again. This was our second stay at this Hilton property and it will be our last. Our first stay was very nice, but the second stay was the absolute worst experience I have ever had at a Hilton and frankly the only true negative experience I have at a Hilton property beyond minor annoyances. I did the online check-in as usual and requested a digital key, but the digital key was not sent prior to arrival despite my credit card being in the app for the reservation. The lack of digital key delivery began our issues. My friend was traveling separately and arriving hours ahead of me so I put her name on the reservation also. Since the digital key was not delivered she had to stop at the desk. The woman at the front desk was extremely rude and would not allow my friend into the room. I called the hotel front desk and they were demanding my ID in order to check in. I was told to share the digital key with my friend. I explained it was not delivered and her name was on the reservation also. After much back and forth between the front desk lady, myself and my friend and no resolution my friend was forced to put her card down in order to get into the room as she had driven many hours and it was 11pm. I was told to stop at the desk upon arrival give my card and everything would be switched over to my card as requested. Upon my arrival at 4:30am which the hotel knew I would be arriving, nobody was at the front desk. Luckily the digital key had delivered by this point or I would not have been able to even get into the lobby after an almost 8 hour drive. Later that morning I went downstairs and gave my card, explaining the situation and was assured my friend’s card was removed and mine charged. After we left her card was charged and not mine. It took me three more phone calls to resolve this in which the final call I was laughed at and told the management had no set hours to speak to them during. This woman was extremely rude. Both of our cards ended up being charged, but after 5 days my friend did get a refund. This entire situation could have been avoided if a digital key was provided or the hotel would have just charged my card in the app upon my friend’s arrival. This hotel makes it absolutely impossible for guests to have different arrival times. We have never run into this issue before. Also, having stayed at this property before none of this happened previously.

In addition to the check-in/payment debacle the sofa bed was literally falling apart. After an 8 hour drive and two children in tow it was horrendous to get their bed set up which was literally being held together with makeshift wood planks screwed into the falling apart frame. The sofa itself was very stained as well. The pillows in this hotel are horrible but we knew that having stayed before so we brought our own which is only a minor inconvenience. Really the only good points about this hotel is the location, nice TVs, and aside from the stained sofa, the room was clean. We had not stayed in the two room suite before, but the layout was not the best with the bathroom being in the master bedroom and my daughters having to go in and out of the bedroom to use the bathroom. We were also charged a fee for a one hour late check-out which previously was complimentary.

There are plenty of Marriott properties in the area that I will gladly stay at in the future. After this issue I don’t think I will be staying at another Hilton. Marriott never fails to deliver a digital key promptly by check in time or well before and is easily shared to...

The first day of our stay, I had showered and thankfully noticed the towel was dirty before starting to dry off. At first I thought maybe the hotel has a washing machine that needs to be replaced or else housekeeping is maybe packing too many towels in a machine and they aren’t coming clean.

Fast forward to the next morning. I come in from outside and noticed the cleaning cart in front of my room and housekeeping has the door across the hall from mine propped open and cleaning it. I noticed the lady pull a towel out from her cart and reach in for something making it appear that the towel was suddenly dripping wet. I don’t know what she used or how she wetted the towel, but she threw it down on the tiled flooring in the entryway, grabbed a broom that she had been using, and attempted to pull the towel up around the broom. She then began to mop the floor and when she finished she put the towel back in her cart where she put the rest of the dirty towels from the room. To be clear, there was no mop or mop bucket in sight.

The next morning my husband went down to get breakfast. He came back and told me that he doesn’t think the hotel has mops because he just witnessed the lady taking care of the breakfast buffet put a hand towel on the floor and used it to clean up a mess.

This is absolutely disgusting. It’s hard enough for some guests to fathom the idea of other strangers using the same towels and trusting that they have been cleaned and sanitized probably, let alone them being used to wipe floors and soaked in cleaning chemicals. I would understand if the staff had a different type of towel for cleaning and were washed separately, but these are clearly bath and hand towels.

Please provide housekeeping and the other employees with the necessary mop and buckets they should be using. I did see they had mopping signs they utilized. If they have mops and buckets then they need to be mandated to use them and the towels need to be off limits for cleaning. I also hope that if hotel management sees this review, they will take this serious and dispose of all bath towels and hand towels and have them replaced with new.

It also would be convenient to have dish soap for the kitchen. Our dishes were dirty straight out of the cabinets but we weren’t about to load it all in the dishwasher and it seemed silly to run it for one plate and a couple of forks.

As much as we enjoyed the breakfast, the beds were comfortable (except for the pillows), staff was nice, the towels are the only issue that would keep us from staying here again. Please address this...