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214 reviews
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Jan 28, 2025Disgusting
On 8 January 2025, I reached out to the customer service department regarding my experience as a displaced traveler and stay at the Double Tree Hotel in Charlotte N.C. Although the airline accommodated the passengers affected by the chain of events, those circumstances should not factor into the state of the facilities, the treatment by the staff, and more importantly the laissez-faire demeanor displayed by the Double Tree leadership. As I reflected on the chain of events which included an unpleasant and unsafe environment, unclean room, rude and unhelpful staff, and shuttle service failures, I kindly request that you rescind the good will gesture, as it on all levels appears insufficient in addressing the chain of events that transpired, and lacks any appearance of corrective action, responsibility, and deliberate measure by the Double Tree, or Hilton to ensure that not only myself, but other patrons don’t experience the same level of dissatisfaction/experience. While I had expected to resolve this matter promptly, the response I received was far from satisfactory. Initially, by the hotel staff and additional echelons of Hilton customer service, I was assured that my concern would be addressed within a specific timeframe, but this promise was not fulfilled. After several follow-up communications, I found myself having to reiterate my issue multiple times without receiving a clear resolution. Each interaction left me increasingly frustrated, as it did not seem like my concerns were taken seriously or that any tangible steps were being made to assist me. In fairness, you have been the ONLY person that displayed integrity, effective communication, and an ethical approach. After receiving your correspondence, my staff performed an open search and determined that the gesture of 10, 000 honor points would not cover a hotel stay in most US cities. Although the discovery was illuminating, I remain disheartened about the professionalism or lack thereof by the staff, making my approach a selfless one, because no veteran and patron should be treated so disrespectfully. As a loyal customer, I expected a higher standard of service. I believe it's essential for companies to prioritize customer satisfaction and take complaints seriously. I kindly request that my issue be escalated to ensure it receives the attention it deserves.
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Jan 14, 2025
Horrible property
The worst hotel ever don't stay here bums in and out of the property all managers do a sit outside smoke cigarettes all day long they was smoking right underneath my window it was three of them I started taking pictures security supposed to be outside but he's in there sleep cars get broken into property it's bad bad bad I won't stay there ever again even for free
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Jan 05, 2025Comfortable
Comfortable room with comfortable bed and pillows. The room, however, is not a suite. Friendly front desk staff and is truly just a 15 min drive to the airport. Had to stay here due to a delayed flight connection causing a missed flight. If offered, would recommend.
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Jan 02, 2025
Embarrassingly bad management
Hotel itself is fine. However, the number of issues we had and what was just a 12 hour stay at the hotel is embarrassing. We arrived after a nine hour drive to the hotel at about 11 o’clock at night. It took a ridiculously long time to check us in due to computer issues. When we went upstairs to our two rooms, the keys for one room did not work. There was a do not disturb sign on the door to the other room. I went back downstairs and he made me new keys for the first room and assured me that the other room is empty, and that housekeeping had just not taken the sign off the door. So I went back upstairs and entered the room only to find a couple sleeping in bed. I went back down for a second time to find a manager full of excuses, but no apologies. After about 45 minutes, we finally got into rooms. I am a Diamond member, and always book direct. However, I had booked this room with a credit that I had through a travel agent. I explicitly asked when I checked in whether I got my Diamond breakfast and was assured that I had it for $30 for each room. The next morning we had breakfast and checked out. When he printed the folio, he saw the $30 credit there and told us we shouldn’t have been offered the credit and then proceeded to charge us $30 for each of the rooms. To be clear, had when I asked the question at check in whether I was entitled to the credit based on my booking method he had answered “no“ - I would’ve been fine with it. But to remove a credit they gave me after I used it and then charge me is ridiculous. Especially after the night before. They offered me NOTHING in response to the issues we had. I am now taking up these issues with the Hilton Diamond desk.
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Dec 14, 2024Fine if you’re not in the basement
At first they put me in the basement and the room was not clean, there was a bad smell, and the phone was ripped out of the wall. When I asked to move, the front desk girl was mad at me for asking, even though I specified I was happy to go to any room that wasn’t in the basement, it didn’t have to be a suite and they didn’t have to lower the rate.