Embassy Suites by Hilton Charlotte Uptown♡

Disappointing customer service after our stay

6.0

We stayed here for three nights during our trip to Charlotte. The location is excellent, and there were several things we genuinely appreciated. Vanda at breakfast quite literally started our mornings on a high note with her cheerful singing and warm welcome. The complimentary evening reception with snacks and two drinks per guest was also a nice touch. Unfortunately, our room was not cleaned to the standard we expect from a four-star Hilton. The toilet had visible stains that should have been removed before our arrival, and we also noticed dirty mirrors in both our room and in the lobby. These details left us with the impression that cleanliness was not being given the attention it should. During our stay, my husband developed significant eye irritation that affected much of our holiday. We cannot say what caused it, but the symptoms began while we were staying in the room and disappeared shortly after we left the hotel. Whether it was related to the room or simply a coincidence, we cannot say, but it certainly affected our experience. The evening reception was appreciated, but serving drinks in plastic cups and food on paper plates felt out of place for a four-star hotel. We asked for proper glasses and were given them without any problem, so they were clearly available. What disappointed us the most, however, was what happened after our stay. We contacted the hotel through Booking.com and also emailed the hotel directly to explain our concerns. Weeks later, we still have not received any response whatsoever. A simple acknowledgement, an apology, or any professional response would have gone a long way. There are clearly staff members here who care about their guests, and Vanda is a great example of that. Unfortunately, the housekeeping standards and the complete lack of response after our stay mean we cannot recommend this hotel based on our experience.

Guest review

3.0

Excellent location. Vanda at breakfast deserves a special mention—she quite literally started our mornings on a high note with her cheerful singing and warm welcome. She made breakfast a pleasure every day. We also appreciated the complimentary evening reception with snacks and two drinks per guest.

− Unfortunately, our room was not cleaned to the standard we expect from a four-star Hilton. The toilet had visible stains that should have been removed before our arrival, and we also noticed dirty mirrors in both our room and in the lobby. During our stay, my husband developed significant eye irritation. We cannot say what caused it, but the symptoms began while we were staying in the room and disappeared shortly after we left the hotel. Whether it was related to the room or simply a coincidence, we do not know, but it certainly affected our stay. Our biggest disappointment, however, was the customer service after we checked out. We contacted the hotel through Booking.com and also emailed the hotel directly to share our concerns, but despite waiting for weeks, we never received even a simple acknowledgement or apology. That lack of follow-up was, for us, more disappointing than the housekeeping issues themselves.

Good times

10.0

Family reunion. Customer service has been amazing! Wanda making the omelets and Maxine at the front desk made a difference.

Serving breakfast and making omelets

10.0

This is the third day in a row having breakfast first thing in the morning. Wanda the woman that makes the omelette s is an amazing employee. She is professional, has a great memory, is uplifting, and sings beautifully, while she works. Wanda is an inspiration to everyone who she serves. She truly has a servants heart. We should all be thanking Wanda for her setting a great example to everyone she comes in contact with. Thank you...Rhett King

Great Experience third time around!

10.0

I enjoyed my stay at the Embassy Suites uptown Charlotte NC. Upon my arrival I met a young lady in Valet that was extremely nice. The front desk attendants were professional being that my reservations were made by reservations due to being blocked at a Tru by Hilton that doesn’t accommodate locals who travel for work. During the Happy Hour I picked a few drinks to my liking by the bartender who was very friendly and polite. I met a maintenance man earlier in my room replacing my curtains cords. There was a chef named Derrick who was preparing for a reunion reception upstairs. I asked about an order of fried chicken in which case I placed and returned later to pick up. Kindness was at an all time high. I met Wanda the chef during breakfast and she prepared an omelette for me. I retrieved other breakfast items during the buffet line. It was great to be remembered for all the positive energy and attributes I left behind on my last visit.

Great room, great experience

8.0

Hotel staff was very friendly and helpful. Miss Ann made sure our breakfast was exactly what we wanted. The singing chef made the morning start off on a cheery note. And the room was very comfortable and the hotel appeared recently renovated.