This is the Hilton that is closest to my office in downtown Charlotte. I had been urging friends and associates to use it for several years, but this was the first time I used it due to a meeting. The common areas of the hotel are very nice and the physical facility is quite attractive. The meeting space is good and well managed. In fact, I would say that the F&B is the best part of this franchise. Our meals for our meeting were well done, attactive and plentiful. Unfortunately, my issues were on the rooms side. On check in I was given room 1215. After carting everything upstairs, my key did not work. I went back to the front desk. The lady there told me that it was likely that the battery in the door was going out. If I had any further issues, I could call on the house phone in the elevator lobby and someone would be right up. I received my key and went up to my room. Later that night, after a large meal and several drinks, I want back to my room and the key would not work again. So, I did as directed--called on the house phone. And waited...and waited...and waited for 20 minutes until a very slow-moving security person tottered up the hall. I remarked that "I am not happy about how long this took you to come up..." All I got was a shrug. While I got into my room, the security person and her supervisor messed with the door for most of another 30 minutes. Then they left and came back another 30 minute later with a replacement key. All I wanted by that point was to go to bed. My perception was that they did not care. It was not a problem they could easily solve. They did not apologize or give me any idea of how long their repairs would take. No manager called. In short--annoying, slow, uncaring service for something we take for granted--coming in and going out of our room. The room was fine--very nice, in fact. But the experience ruined by what I think must be an ongoing problem.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear jgwynn – Thank you for taking the time to submit a review for your recent stay at the Hilton Charlotte Center City. I am very glad to see you enjoyed the food & beverage that the hotel offered for your meeting. Our F&B team is extremely proud of their quality of work and this shows in their care and presentation for our guests for each and every event we host.
Report response as inappropriate
I am sincerely sorry to hear about the issues you experienced with your lock. I can assure you that this is not typical and I am extremely disappointed to hear the staff’s reaction and lack of response to fix the problem. I will communicate this to our chief engineer and director of security to ensure this type of problem does not happen again in the future.
I hope the next time your travels take you to Charlotte you will give us another opportunity to earn back your trust.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.