First, the good. Physically and visually, the hotel is very nice. The beds are comfortable, the TV large, the location good. My particular issue was with almost every encounter I had with the staff (with the exception of the valet attendants).
First, I had booked and pre-paid for one king room with valet parking. When we arrived at the hotel, we were told the valet lot was full. I politely made it clear we had already paid, and "we're full" was not acceptable. To their credit, they parked my car for me in the self-parking lot and gave me a ticket without a fuss.
When we got inside, we were told that there were no king rooms available, so we were getting two double beds. I stated that we had already pre-paid but to no avail. We went to the room, then down to the bar for a few drinks. One drink was easy to get. Me and the guy next to me practically had to shout at the bartender and ask for another beer (second beer of the night, so we were not being obnoxious and drunk) to be acknowledged. Later that night, I called the front desk to get a toothbrush and I had forgotten mine. I called once and it rang about 8 times. I hung up, and dialed again. The front desk lady picked up immediately and in a very annoyed tone, asked me how she could help. I was able to get a toothbrush.
Overall, the stay was pleasant, but in a Hilton, I just expect better service. Given the wide array of choices for hotels in the city center of Charlotte, many at good price points, I'd probably stay somewhere else next time.
Don't pre-book your room, apparently.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 21, 2011
Thank you for staying with us and for providing us with your valuable comments. I was pleased to hear that you enjoyed our beds, our 42” HDTVs, the amenities and the location of our hotel. Also, I was happy to hear that our Valet staff took the opportunity to park your vehicle even though the valet lot was full. We receive great comments on our staff’s friendliness and helpfulness from our guests, but it seems that we failed you on this occasion. I would like to sincerely apologize for that. We try to accommodate all requests we receive from our guests regarding preferred bed type upon arrival, but sometimes we are unable to meet a request. I was disappointed to hear about your experience at the bar as well as with your request for a toothbrush. We will share your feedback with our team and make improvements.
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I hope you give Hilton and our hotel another opportunity to share our passion with you as I am confident that we will meet and exceed your expectations in the future. Please feel free to contact me so I may personally handle your reservation.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.