Embassy Suites by Hilton Charlotte Concord Golf Resort & Spa — Hotel in Concord

The most unsatisfactory experience we’ve had in a while! We stayed at this hotel back in June and had a lovely experience. We had a family event this past weekend and decided to stay at this hotel again! BIG MISTAKE!!

My husband had originally booked our room through booking.com for September 5 through September 7. However, my husband‘s birthday is September 4 and decided to go a day early. We booked this room through the hotel itself. When booking the room, they told us we could request an early check-in when we got there.

We arrived at the hotel around 11 o’clock and asked the assistant manager that was on that day, if we could check in early, she told us to come back in an hour and a half. We came back and she was very rude and said that we wouldn’t be able to check in until four. So we go to my granddaughter‘s house to visit her until 4 o’clock. We assumed maybe it was because we needed a pet friendly room as we brought our dog so we didn’t make a big deal about it.

We check into the hotel get everything unpacked. My husband goes with my daughter to pick up our two grandsons while my granddaughter, her boyfriend and myself stay at the hotel. When my granddaughter‘s boyfriend sits on the couch, he is wearing a white T-shirt and I see about 30 fleas on him. So I start panicking and pick my dog up to see if he’s got fleas and my shirt ends up with so many fleas on it from my dog. I’m pretty sure my dog has never been bitten by a flea as we pay for a traveling Spa to come and bathe him on top of the monthly treatment provided by the vet. We understand that things like this can happen, but not to the amount of infestation there was.

While my husband was out, I asked him to pick me up a flea comb, simply powder, some flea spray and some flea shampoo.

I went to the front desk and explain the situation and they transferred us to a different room. The manager on this shift was very nice. We were informed that our accommodations for that night would be taken care of.

Then I took all our clothing and brought it to the laundry room on the second floor and washed and dried all our clothing and transferred it to the new room. When my husband got back, I bathe the dog a few times to make sure he had no fleas and then brought him to the new room as well. I took pictures of the amount of fleas in the bath after each treatment . When I went back to get the bathroom stuff I wish I had my phone, but I didn’t and didn’t get pictures, but you could see the fleas jumping on the bathroom floor. You could see the fleas in the refrigerator. So our plans for this night of going out to dinner and to play miniature golf with our family to celebrate my husband‘s birthday did not take place as we needed to address the issue.

This is where it gets really unsatisfactory!

The next morning, we went down to do our check out for the night of the 4th and check in for the next 2 nights. I explained to the young man what had happened and what the second shift manager had said he said, there were no notes, so he went to talk with the assistant manager (which happened to be the one that was working the day before and wouldn’t allow our early check-in.) How this lady got to be a customer service manager I have no idea. There was not one drop of pleasantry from her. She made us feel like we were an inconvenience. We were checked out and charged the full amount of our stay. I told her I’d go see the second shift manager and request something in writing from him stating that our accommodations were supposed to be taken care of. At that point, she did refund us our room only so we were still charged for our dog and parking and everything else that isn’t the actual room!

Then on this Saturday the hotel water is shut off between 11 and 4. So you couldn’t go to the bathroom because you could not flush the toilet. (do you think that they took anything off of our stay for that?, Nope!! I mean you even get charged $8. to park in the parking lot that is their own property)

Now I’ll have a Vet bill as my dog has been vomiting ever...

Note to self, don't bother returning. I have been a loyal HiltonHonors member for as long as I can remember. My husband and I booked this specific hotel last December , after having an exceptional stay there in September/October of 2024. It is our annual long vacation, and we have stayed at this site on numerous trips. Typically with Hilton locations, if there's remodeling going on it is addressed on the website. Somehow this was omitted, although I see it is stated now, since we've returned home. If I knew there was construction going on, we would have stayed somewhere else. We had checked in through the HH app, and when we arrived I went to the front desk to retrieve my breakfast/ drink cards. I had to step over hoses and wires to enter the hotel, only to see all sorts of construction taking place. When I asked at the front desk about what's happening, they said, " oh you didn't know?". I felt betrayed that full disclosure wasn't made prior to our arrival. I asked if there was still concierge services, since that area was closed off, and they said no. We always ate our first dinner onsite because the food was always nicely prepared, and we had looked at the menu on the road and planned our dinner only to be disappointed to see they had a very limited menu & found nothing we were hoping for.

The room itself, dated, still with scratched furniture, stains on the carpet, water in the bathroom that took over 5 minutes to get hot, and very uncomfortable bed pillows, I can see why they are remolding. It is well overdue.

I think the worst part of our stay was the fire alarm going off at 12:02 am. I have to drug myself to get to sleep, then having to wake up and go down 8 flights of stairs, panicked, and still half asleep. Once outside told after 1/2 an hour someone was smoking in their room, we can go back in. There's one working elevator of three ( I think that probably violates some sort of fire code), we went up the stairs, which, with no cane, and my 3 joint replacements took a bit of a struggle but without a place to sit to wait for the elevator, I didn't have a choice. Back to bed, and the alarm went off again about 45 minutes later. Not to mention it went off again the next day briefly. We did pass a hotel employee in the hall telling us it's a false alarm. We were not amused.

The noise level throughout our stay was loud, and attempts to nap late in the afternoon, impossible. We're old, a nap after a long day is usually required. Too many disappointments, not to mention paying $8/ day to park on their lot. I require handicapped parking, and there's 5 spots on the side of the hotel for more than that many people to juggle for. We very seldom left at night to be sure we had one of those spaces.

I don't care how nice your place looks in 7 months when all the remodeling is done. We will not be returning to see it. Disgusted and misled, I found this hotel...

This has been the most disappointing stay I’ve have at a Hilton brand hotel in years. We always choose Pure Wellness rooms due to allergies and want the added benefit of the Pure Wellness cleaning practices and the addition of a true HEPA air purifier in the room. Upon walking into the room, it didn’t have the sanitized look and smell we have been used to every time we check into one. Pure rooms are supposed to be treated with Tea tree oil to help minimize the presence or bacteria and allergens. I noticed that the air purifier wasn’t turned on and when I turned it on all of the light indicators were covered over with black electrical tape so the was no way to see what setting it was on or if it was cycling through properly. The sofas had stains on them, the desk was discolored and full of scratches, the bar counter was dirty, there were crumbs in the refrigerator, all the mirrors had dust and visible streaks, there was dust on almost every surface, hair in the shower and toilet, dust caked on the air vents including black spots which I hope wasn’t mold. The wall paper was peeling off the walls in multiple areas and we even found garments from the previous occupants in the room. Since the property only has one Pure Wellness room with two beds there was no room to be asked to move to and unfortunately due to staying in this room we suffered from sinus problems, watery eyes and itchy throats the morning after. When I report my grievances I was quickly asked if I wanted a discount, to which I said no, I didn’t come looking for a discount, I wanted to make the management aware of the issues because many of us who choose Pure Wellness rooms suffer from severe allergies or chronic health conditions. I was told that the manager was not in yet but that they would reach out as soon as they arrived on property and they noted my phone number. We had breakfast and went back to the room to pack up and still did not hear from anyone. It’s been over 48 hours and I still haven’t heard from anyone. I’m concerned because non of what I reported was written down and I’m sure management hasn’t been notified. I will also add that the pool was very cloudy and did not appear to be the cleanest. We only used it for a short period (about 30 mins) before the chlorine was too much to handle. The common areas of the hotel seemed clean and breakfast was ok. I am still waiting to hear from the manager who I was told would reach out by the front desk who is Shakur Thomas. I would still very much like to bring these issues to...