Tru by Hilton Charlotte Airport Lake Pointe — Hotel in Charlotte

We booked this last-minute stay after a series of extremely frustrating events, including a canceled flight rebooked for the following day. While we’ve been out of the country, a winter storm in Dallas, Texas, left us stranded in North Carolina, following delays and cancellations from a previous rebooked flight out of Florida. All we wanted was to decompress from the stress of these constant travel disruptions.

We reserved this hotel while retrieving our lost luggage due to all the cancellations and were initially very impressed. My husband and I travel frequently due to our business and community involvement. I hold a Hilton Honors account, but my husband booked the room while I was handling the flight issues with the airline agent. (This will be important later.)

Upon arrival, we appreciated the complimentary shuttle service, driven by a hospitable and caring driver. At check-in, we were greeted by a female staff member. While she handled the process, the gentleman named "Michael" assisting the guest next to us was so much more pleasant and welcoming as he also greeted us. Our front desk assistant wasn’t outright rude, but she was far from friendly—stoic and curt with my husband. When she asked for payment, I reassured her that we had already fully paid for the night. She insisted otherwise (twice), but after I showed proof of payment, she eventually confirmed it. However, she offered no apology and instead immediately asked for a card on file for the deposit. I provided our business card and ID, which she processed before giving us our room keys. Megan, the bartender, was fantastic—welcoming, friendly, and attentive. She gets a 5-star rating from us. Michael who was very helpful and informative about laundry services when I spoke with him later in the lobby gets a 5 star. Additionally, another front desk attendant was extremely helpful but I didn't catch his name, when we encountered an issue with an incorrect pizza order from their partner restaurant, MILANO (we ordered cheese but received pepperoni) also gets a 5 star. These positive interactions, a fun game area to spend time with our son, and a wonderful room made our stay enjoyable for the most part.

However, our experience took a turn when we decided it was time to retire to our room for the night around a little after 10 p.m. Earlier during our check in, my husband had noticed other guests receiving gift bags with bottles of water at check-in, but we did not receive one. He decided before retiring to ask the original front desk agent who checked us in about this. While my son and I waited at the elevator. Noticing he was taking a bit of time, I joined my husband at the desk to make sure everything was ok and overheard her explaining that the gift bags are for Hilton Honors members. My husband asked how to become a member, and I interjected to mention that I already have a Hilton Honors account started. She rudely ignored me, rolled her eyes, and continued asking my husband for his information in an unenthusiastic manner.

He provided his phone number and our business email address. She entered the information but then became upset because it linked the reservation to my Hilton Honors account instead of a new one for him. She claimed this wasn’t allowed, even though it’s a business account we both use. At no point did she clarify that it needed to be a personal email. Instead, she became visibly frustrated, blamed my husband for the issue, and rudely stated, “Now I have to restart it and put this back under your name. You can’t use that email address; that’s her information.”

This unnecessary confrontation soured our experience. It wasn’t a social security number—it was a business Hilton Honors account we share. Her lack of communication and dismissive attitude brought our experience down from a 5-star rating to a 3.5 and could have been handled in a much more positive light.

While most of the staff and amenities were fantastic, this one staff member's unprofessionalism left us disappointed before...

The pictures posted here look nice, but don't be fooled. Here's our story:||Arrival at airport late at night, called for shuttle pickup after deplaning. Front desk says call us back when you get to baggage claim. Six min later, we called from the baggage claim- "ok we'll dispatch the shuttle, it will get there in 10-12 min." ||You can guess where this is going...||Called from the curb 15 min later: Where is the shuttle? He is picking up pax at other terminals. Shouldn't be too long. ||Shuttle arrives after 25 min (mind you, it is close to MN and we are tired, and expected a faster turnaround). Shuttle picked up other hotel pax because, guess what, this shuttle operates for more than just the Tru Hotel. They have to drop off others as well, some might be dropped off before you, depending on who's onboard||Finally after a 12 min ride to the hotel (it is now about 55 min from deplaning at CLT) , we arrive to find the dude that screwed us when we first called for a ride, who is running the check-ins. He was pleasant and professional, and checked us in swiftly. Did not offer Gold status perk though, I had to ask for it. It was a free bottle of water. OK fine, they were cold and free, so that was good. ||The guy then asked us when we needed a ride to CLT. Right on the hour or on the half hour. We chose on the hour because that gave us about 1h 10 m to get there, check in, get through security, and get to the gate. The front desk guy WROTE DOWN our names and departure time on his shuttle roster right there at the front desk. Keep this in mind for later, below...||The room was small, typical for a budget hotel. The website says this hotel is new. It was clean and probably not too old, but it is all-in for budget cost-cutting. |There's no closet, only a small half-circle metal bar with a few hangars on it in the corner over a small nightstand-sized table BUT the most annoying issue now was the A/C- it was so loud when the compressor was running, it reminded me of an old hotel furnace in the 1970s that was running a 1950's contraption. Not subtle. Kept us up for most of the few hours we had in that place. New hotel? I hate to see what happens when age creeps in...||We finally bolt out of the room at 5 min before the hour, and get to the curb at 3 min before the hour. One of our party was already on the shuttle, just now texting us that everyone is waiting for us. What? Turns out that they got to the curb early, at 10 min before the hour, and the SHUTTLE WAS JUST LEAVING. They had to be flagged down to return curbside to pick the rest of us up. Had this not happened, we would have had to wait 30 min for the next shuttle, and would have only had 40 min to get to the gate. They close the doors at T-15m, so that would have been effectively 25 min to be the last pax boarding. Thank goodness one of us was early that morning!||WHY write my name and shuttle time down if the shuttle isn't going to care who is there and who isn't? They don't have your back here.||WHY take off and leave the curb at 10 min before the hour when you are an airport hotel, you promised on-the-hour departure, and you know that some pax will miss their flight if you dump on them by not waiting for them (or at least calling the room and letting them know the shuttle will be leaving earlier than planned)? They certainly don't have your back here. Not on arrival, nor on departure. ||The rest of the hotel, the lobby, the free coffee, the hallways, the bathroom, the beds- they were all fine, I would give them 5 stars. ||Airport...

If I had the option of selecting no stars I would, This was by far the absolute worse hotel I've stayed in especially for that of the Hilton's I've been in. First I'll start off with the reservation process to the check in. I called in from the airport and was given information in regards to the room and pricing. Was not directed to give CC info over the phone however from the time I made the reservation to the time I was checking in the price was significantly higher. When I questioned it I was told the price is what the price is and I didn't have a choice and of course by this point I had already taken a shuttle to this location. hesitant I decided to stay anyway. The sheets had stains around the bottom, the room had not been properly cleaned which would leave anyone to believe it wasn't sanitized and the soap dispenser was empty. These items were noticed within the first few minutes of getting the room and trying to get settled in....The associate in the morning is what led me to write this review to warn others to not bother going here. She wouldn't give me her name however there were only two woman working that morning and she was the bigger of the 2 with curly hair. So around 3 am I go down stairs to purchase water. I asked her What kind she had and very rude and disrespectfully she replied " Were all out, what you see is what you get...If you want water you can get some from the faucet in your room" Is what was said to me. I ended up getting a sprite and where i tried to pay with my card yet again her response was short and extremely rude. She appeared to have "friends" in the lobby who appear to be drinking so it honestly came across that she was trying to be intimidating, maybe I was treated that way because of my skin color I don't know. But I do know others that I saw her interact with the tone and attitude, overall character was beyond different and Friendly. Later that morning My wife and I got up and went down stairs where we were going to wait for the shuttle to take us back to the airport. I went over to the breakfast area to get orange juice and maybe a quick bite to eat because I was told breakfast was included, That was inaccurate as I was told by the same disrespectful staff member We don't allow anyone to get breakfast until 6:30 yet allowed others to get things as they were passing by. The last thing that took place with this same individual is she try to tell me the shuttle was too crowded and I needed to call an "uber" ...yet We had a reservation with our room number to take us back., All in all it seams like this was a personal attack on us and clearly to myself whether or not it was due to my skin color or gender there was clearly something that allowed her to find it acceptable to disrespect me. Again this was by far the worse hotel , and Hilton experience I have ever came across. PLEASE do not waste your time or money going to this place and find somewhere close nearby that would treat their customers much differently than the way this one...