Home2 Suites by Hilton Charlotte Airport
🏨 Hotels & Travel · Charlotte
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Hotel overbooked and charged for a night not stayed.
Business reply on Google
Dear Yangyang, Thank you for sharing your experience. We sincerely apologize for the frustration and inconvenience caused by the overbooking, especially for discovering it only upon arrival late at night. We understand how disappointing it must have been to be relocated without prior communication. Your feedback has been shared with management for review, and we appreciate you bringing these concerns to our attention. Sincerely, General Manager
Housekeeping attempted to enter occupied room before checkout time.
Business reply on Google
Dear Kyle Cornette, I hope this message finds you well. I want to sincerely apologize for the incident where one of our housekeepers inadvertently entered your room immediately after knocking. This is not the level of service we strive to provide, and I understand how this could have caused discomfort or inconvenience during your stay. Please be assured that we have addressed this with our housekeeping team to ensure it does not happen again. Your privacy and comfort are very important to us. Thank you for your understanding and being a Gold Hilton Honors member and we truly appreciate you choosing to stay with us. If there is anything we can do to make your stay more comfortable, please do not hesitate to let us know. Warm regards, Walter Daugherty
Guest encountered bed bugs in an out of service hotel room.
Business reply on Google
Thank you for staying with us and sharing your feedback. We're disappointed you had concerns during your visit, and while we maintain a regular pest control service, we will look into the matter further. If you'd like to discuss your experience in more detail or have any additional questions, please reach out to us offline. We appreciate your review and hope you'll consider giving us another opportunity to provide a more enjoyable stay in the future. Sincerely, Bianca Desai General Manager
Hotel failed to provide reserved room type and caused significant stay disruption.
Business reply on Google
Dear Sherry, Thank you for taking the time to share your experience with us in such detail. Please accept our sincerest apologies for the multiple inconveniences and frustrations you encountered and described during your stay, especially regarding our service, accommodations, and amenities. We understand that no guest should have to follow up repeatedly just to receive what was promised, and this is never our intention and not a typical occurrence for us. Please know this matter is being taken seriously and will be addressed promptly by the respective teams for review. If you would like to discuss your concerns in greater detail, please don't hesitate to reach out to us offline. We hope to resolve this together and change your perceptions in the future. Sincerely, Bianca Desai General Manager
Room type mismatch and unavailability with inadequate price adjustment
The hotel mattress was extremely uncomfortable and hard.
Misleading tipping QR code, missing amenities, poor coffee, and uncomfortable bed.
Business reply on Google
Dear Jordan D, Thank you for taking the time to share your experience with us. We truly value your feedback as it helps us improve our services. I’m sorry to hear about the issues you encountered regarding the QR code for tipping our staff. I appreciate you bringing this to our attention, and we’ll ensure that it’s clarified for future guests. The tips are pooled for the shuttle drivers, but all tips go 100% to the shuttle drivers. We have added those as a cashless option, but you are also able to tip the driver should you choose with cash. I also apologize for the absence of conditioner in the showers and for the quality of the coffee served at breakfast. Your comments will help us address these concerns promptly. Regarding the marketplace items, we understand how convenient it would be to add them to your room charge, and we’ll consider this feedback for future improvements. I’m sorry to hear that the bed caused discomfort during your stay. We take guest comfort seriously and will investigate this matter further. Thank you once again for your feedback. We hope to have the opportunity to welcome you back and provide a better experience. Best regards, Bianca Desai Assistant General
Credit card was compromised after using hotel parking and check-in services.
Business reply on Google
Dear Mr./Ms. Cary, Thank you for sharing your experience with us. I sincerely apologize for the frustrations you encountered during your recent stay. As a valued Diamond member, your loyalty to Hilton is truly appreciated, and I’m sorry to hear that we fell short of your expectations this time. We understand how important convenience is, and I regret that the parking situation was a source of inconvenience for you. Your feedback about the kiosk and the associated fees will be shared with our management team for further review. Regarding the incidentals policy, we strive to maintain a secure environment for all our guests, and your concerns about credit card security are taken seriously. I’m sorry to hear about the issues you experienced with your card; I can only imagine how concerning that must have been. Please know that we are committed to improving our guest experience, and your comments are invaluable in helping us do so. If you would like to discuss your experience further, please feel free to reach out directly. Thank you for your understanding, and we hope to have the opportunity to regain your trust in the future. Best regards, Bianca Desai Assistant General Manager Home2
unreliable shuttle service and unhelpful staff caused missed flight concerns
Business reply on Google
Hi Nick, We're truly sorry to hear about your disappointing experiences during your stays with us. We understand how crucial reliable service is, especially when traveling for work. Your feedback about the shuttle service and room amenities is concerning, and we apologize for any inconvenience caused. Please contact https://help.hilton.com/s/contactsupport and (704) 398-2940 to provide more details about your booking and discuss your experience further. We appreciate your patience and hope to have the opportunity to better serve you in the future. Thank you for sharing your feedback.
Dirty linens, broken television, and poor staff service during stay.
Business reply on Google
Hi Shakina, we are truly sorry to hear about the challenges you faced during your recent stay at Home2 Suites. Your feedback regarding the service is concerning and not reflective of the high standards we strive to uphold. We are looking into these matters to ensure they are addressed promptly. Please contact our support team at https://help.hilton.com/s/contactsupport or (704) 398-2940 so we can follow up with you. We appreciate your feedback and hope to have the opportunity to welcome you back for a much-improved stay.
Hotel rooms were dirty with wet carpet and uncleaned bedding.
Business reply on Google
Kate, This is not the correct property. Our rooms are not set up according to your pictures. Rest assured that Home2Suites Charlotte Airport would not act in this manner. Thank you, Bianca Desai Assistant General Manager
Rude staff provided incorrect room keys and room was unsanitary.
Business reply on Google
Hi George - We’re so sorry that our service and hospitality did not match the high standard we strive to uphold. We work hard to provide great amenities and the best accommodations for our guests, but we missed the mark. We appreciate your positive comments about our shuttle driver. We are looking into this internally. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (704) 398-2940? Thank you for taking the time to give us feedback.
shuttle service and crib request were not properly handled by staff
Business reply on Google
Thanks you for feedback. I am sorry to hear our service was poor. I will address this with the staff.
Hotel refused to issue a refund despite staff confirmation.
Business reply on Google
Hello Mariol - We are so sorry to hear about these issues with your refund. We are looking into this internally. Please reach out to us at https://help.hilton.com/s/contactsupport so that we can follow up with you directly. This would be a tremendous help to us in resolving this issue.
Staff ignored do not disturb sign and attempted to enter room.
Business reply on Google
Yes we can do that. The majority of our staff is new, no excuse, just a fact. They should be taught that the first day but we are obviously lacking in the correct procedures. Your comment will be passed on to housekeeping and the Do Not Disturb will be part of the first day of what to do and not to do. Thank you for the comment. Safe Travels
Hotel staff refuse to facilitate food deliveries to guest rooms.
Business reply on Google
This is disappointing to hear, Danielle. We value our guests and strive to deliver exceptional service and sincere hospitality, so we're sorry we missed the mark. Please reach out to us at https://help.hilton.com/s/contactsupport if you would like to discuss these issues further. Thanks for letting us know about your stay.
The hotel room floor was dirty and the television lacked signal.
Business reply on Google
Hi Mr. Johnson I'm sorry to hear about your stay so far. Please contact us at the front desk so we can assist.
Staff member prematurely evicted guest from their hotel room.
Business reply on Google
Hi Jake, I'm so sorry to hear that this was your experience with us. Please feel free to contact our property directly at 704.398.2940, or email at [email protected].
Room smelled of smoke and bed sheets were not clean.
Unresponsive staff, broken room amenities, and failure to provide housekeeping services.