Embassy Suites Charlotte♡

Comfortable but noisey with the construction

8.0

It was in a great location off the highway.

− Inside bathroom was a dirty washcloth under the sink area.

Great service

10.0

John was excellent. He made me feel welcomed and valued!

Loud and low quality where I had to pay big sum due to price gouging.

2.0

Driver to the airport was nice.

− Music playing loudly literally all night -- both by the hotel (bizarre to do that) and by partying hotel residents. Just insane, no way to get sleep. Plus, I only stayed here due to a flight delay, so I was gouged for almost $500 for a sub par room where I only would sleep four hours plus could not sleep due to the outrageous noise level.

Unclean/Rude Treatment-Do Not Recommend

2.0

Prior to arriving, I checked in through the Hilton app. As you know, guests are not issued a digital key until the room is marked as ready. We arrived at approximately 5:30 p.m. and entered the room using the digital key provided through the app, indicating that the room had been prepared for occupancy. Almost immediately, we noticed several cleanliness issues. There were short hairs inside the bathroom sink near the top of the bowl by the counter, and the countertop had a dried substance on it that could be felt when touched. Later, Hugo mentioned it may have been residue from the hotel's renovation, possibly glue, but it had clearly not been cleaned before our arrival. The bedroom was even more concerning. While the first bed appeared neatly made, there was a pubic hair on the top cover. After pulling back the bedding, we also found black debris or residue on the sheets. At that point, I contacted the front desk to report the condition of the room. Unfortunately, my interaction with Tonya made an already frustrating situation much worse. Rather than listening to my concerns, I felt as though I was being interrogated. She repeatedly questioned how long I had been in the room, how I had obtained a key, and why I would have entered if the room was supposedly not ready, even though the digital key is only issued after a room has been marked ready in the app. After placing me on hold for several minutes, she returned and stated, "I guess I'll send someone up there to clean whatever you say is wrong." That response came across as dismissive and implied that my concerns were not being taken seriously. I explained that we had dinner reservations at 7:30 p.m. and let her know that someone could service the room at any point even while we were away. We returned to the hotel around 11:30 p.m. expecting the issues to have been resolved. Instead, nothing had been touched, and no one had come to the room. At that point, I went back to the front desk, where Hugo assisted me. Since there was no housekeeping staff available that late in the evening, he first attempted to find us another room. When that wasn't possible, he personally came to our room, cleaned the bathroom sink and countertop, and he and I both changed the sheets to the bed. Hugo was professional, respectful, and genuinely committed to making the situation right. His actions reflected the level of hospitality I expected when I chose to stay at your hotel, and I hope his efforts are recognized. While I sincerely appreciate Hugo's exceptional customer service, his willingness to step in does not change the fact that we were given a room that should not have been considered ready for guests, that my concerns were handled unprofessionally by Tonya, and that the promised resolution never occurred while we were out. Spending part of our evening dealing with an unclean room and remaking the bed ourselves is not the experience anyone should have as a paying guest. The next day the GM Jennifer didn't both to acknowledge the concern and had Nia handle it. At first I thought Nia was genuinely concerned and committed to getting the resolution. She asked me to email her the photos I had and she would follow-up on compensation for the first night. She has ghosted me. Then when I checked out, Hugo said he would wait to do the final billing until he could speak with Nia and would email me the receipt. A few hours later, I got that email and I was charged the entire original cost. For $700 for 2 nights, my experience should NOT have happened. I would recommend not staying at this location. Past my experience, their AC system was down in the main hotel parts, they allowed 2 random men to enter rooms to "check the wifi" without warning their guests (they literally walked into our room after a brief tap on the door when we had the DND sign up and were getting dressed). The whole place minus Hugo needs a whole revamp.

Guest review

1.0

Breakfast was nice

− Worst hotel stay. Booked a room that slept 4 (king bed and sofa bed). No linens on sofa bed when we checked in. I asked 4 times for linens and said I could even get them myself from an empty room and it took until 12:30am to get anything. My 8yrold was exhausted and fell asleep shivering because there was nothing for her to sleep on/cover herself. There were only 2 towels that were ripped/had holes. The shuttle driver took a personal call on his phone while driving my family (kids and I) to the airport - no handsfree- which is a Safety concern. Sent an email to management and they never responded.