Hyatt Place Charlotte Airport / Billy Graham Parkway — Hotel in Charlotte

Interested in this Hotel because of the Airport Shuttle! Please reconsider!

Pretty embarrassing day for Hyatt Place Airport/Billy Graham.

We were returning from an awesome week in Aruba, and we decided to do an overnight stay in Charlotte on our way back home since we were traveling with 5 small children.

I told my wife that Hyatt Places are awesome, and it would be super convenient. We would just take the Hotel Airport Shuttle.

We had tons of luggage, and car seats, but I was not initially concerned, because of how convenient their shuttle systems typically are.

I called the hotel as soon as we landed, and we had already claimed our baggage. This was around 4:50pm. She mentioned the Shuttle driver was running a little behind, and would be roughly 20 minutes.

20 minutes!? No problem! The 7 of us ended up finding a nice cosy place inside the Air Conditioned airport, and we waited the 20 minutes.

We had originally provided our telephone number to the receptionist, so she could pass it along to the shuttle driver.

At 5:15 called and left me a voicemail, saying the shuttle driver was taking students to a training center. I called her back immediately and she said that the driver would be at the Airport around 5:30. An extra 10 minutes no problem!

We left our nice AC seats at 5:25 to make sure we were outside right at 5:30 so we wouldn’t miss the shuttle driver.

Shuttle after shuttle, after shuttle passing the pickup area, and no Hyatt Place Billy Graham shuttle in-sight!

My 5 kids were growing restless with our mountain of baggage!

Finally at 5:55 I called the Hotel, and spoke with a different agent, and she said that the shuttle hadn’t even left the hotel yet. It wasn’t planning on leaving until 6:00pm!

If you are keeping track at home this now an hour since we claimed our baggage, and had originally called the hotel.

I felt utterly defeated, and my wife was beyond pissed.

After 10 more minutes of waiting a DoubleTree Shuttle Driver stopped, and asked us which hotel we were waiting for, as he had driven by 3 times.

He was a total stud, and offered to take us to our hotel, with our mountain of luggage!

When we arrived at the hotel (1 hour 20 minutes from the time we claimed our baggage) the agent was extremely surprised that we had arrived, as the Hyatt Shuttle was nowhere in sight.

She called me by name, and she saw me with my army of children, and my wife with a probably a pissed off look on her face.

What really got me was that the agent said she attempted to call me to give me an update about the shuttle. I aggressively said that I did not receive any call from her or the shuttle driver. She verified my telephone number, and I even pulled out my phone, and showed her my call log to prove that she didn’t call me.

I was pretty irate at this point, and said somethings, I probably shouldn’t have.

She tried to smooth things over with 7 bottles of water, which made me laugh. Water at this point of the game was not going to do it, and was somewhat comical.

The bartender may have been the only compassionate employee in hotel. He quickly ran over to the elevator and apologized about the situation (even though he had nothing to do with it) and he offered for us to get settled in and come down and grab some food on him. We declined the extremely kind offer, and had DoorDash delivered.

Long story short, if you want a conveniently located airport hotel with fast and reliable shuttle service Hyatt Place Billy Graham might not be the best option.

Maybe give DoubleTree a call. At least their shuttle driver will be there when...

The worst experience ever!!!! I warn you, NEVER EVER stay at this location. I loved this hotel chained and based on this stay, I will likely never stay at another Hyatt Place. The hotel needs a serious upgrade and a thorough cleaning, the place is filthy. The front desk workers are unprofessional and need diversity, hospitality and professionalism training. During my stay I was locked out from assigned room without my things due to changing of the lock of my assigned room. Not by my request. The lock was changed while I was away for four hours. I asked the staff to call someone perhaps like the general manager or hotel maintenance and I was told no, they could not call the manager to assist me.and the maintenance team was not available. I was given another room for the displacement (mind you I just returned from a wedding which means I was dressed in a floor length gown) I had to sleep in my gown without my personal belongings and most importantly, my high blood pressure medication in a room that was unknown to me. The floor of the hotel room was dirty. There were stains and sticky stuff on the floor, which means that the bottom of my floor-length gown had debris and filth from this dirty carpet. I was told by the older lady I should call to the front desk the very next morning at 8 for assistance (from the general manager as she would be the only one to assist) with the room that I was originally assigned and paid for in full. No one cared about my safety or my stay, if I had a flight that very night or very next morning. The next morning I called at 8 as I was instructed to do and the general manager, Amy, had not arrived for the day. Again no one cared about my safety, my Uncomfortability or my access to my belongings. When Amy arrived, she open my original room and explained that her staff should have called her because this was an emergency. I feel that she only said that for face value, she could care less about my stay, the inconvenience this has caused me and the stress of not having access to my High blood pressure medication for my schedule dosage. Amy said she would refund me for my stay and I never received a refund. Amy, the general manager lied to me!!! The hotel staff, including the general manager, Amy with the exception of one hotel worker ( African American Male) are unprofessional and desperately need training. The hotel shuttle person driver is not efficient, the staff is forced to look for him, smh. You have to request for a shuttle to pick you up from the airport. Upon booking this hotel, I called and specifically asked if there is a hotel shuttle and I asked about the frequency of it's service to and from the airport and I was told yes the shuttle come every half hour. No one explained that you have to request for the shuttle to come the airport for arrivals.

I want a full refund for my one day stay. I've called the corporate office and no one has done anything to assist me. They taken my statement twice and said that the hotel will be in contact with me. No one has contacted me. I am terribly upset with my experience with Hyatt place. I wonder if I was a white woman from an affluent background would I have been subjected to the same treatment?

Over all I had a miserable stay and I would never stay at the Hyatt place Charlotte airport, Billy Graham Parkway and I don't advise anyone...

I really want to give it 2.5 stars but that isn't an option. The place looks good on the outside and superficially but it is definitely an older hotel with it's share of problems. From colleagues complaint of a clogged tub that the hotel staff would not fix to ants in the hotel room. They are definitely having some issues.

Service I ALWAYS found the hotel staff to be friendly, accommodating and happy to greet me. When I needed something, they made sure we had it.

Food Very good for a hotel. The breakfast in the morning is really good. They try using much better ingredients. I also loved that on the bar menu, they had the Beyond Meat Veggie Burger option. Very tasty.

Rooms The room looked very nice and presentable when we checked in. My husband and I don't like strangers in our space so we only ever have our room cleaned every couple days. We don't keep food out and used our refrigerator for things like grapes, etc. But for whatever reason, we found ants by the kitchenette sink and then by the trash can but again, the only thing in the trash may have been EmergenC powder that we take when traveling. They came and sprayed in two separate occasions and offered to switch our room but we had too many bags. The ants didn't reappear for the rest of the time but it was very disconcerting. The grout in our tub was coming up leading to pebbles in the shower.

Another issue I had was when we would put our sign outside the the door to decline service for points, the sign was removed and and they either knocked or they came in and cleaned while we were gone. We didn't get a chance to ensure our items were secure which we like to do. When they cleaned unannounced, they did sort of a half job. They didn't replace the Kleenex, forgot to put a bathroom floor towel in the room... just small frustrating things.

I worked from the hotel room whole my husband worked in the area and on more than one occasion, the hotel staff can he heard talking very loudly in the halls, using profanity and more. We even had to poke our head out to ask them to lower their voices as we were on a conference call.

But again, I adored the front desk, food service...