Embassy Suites Charlotte

It was in a great location off the highway.

John was excellent. He made me feel welcomed and valued!

Driver to the airport was nice.

Prior to arriving, I checked in through the Hilton app. As you know, guests are not issued a digital key until the room is marked as ready. We arrived at approximately 5:30 p.m. and entered the room using the digital key provided through the app, indicating that the room had been prepared for occupancy.
Almost immediately, we noticed several cleanliness issues. There were short hairs inside the bathroom sink near the top of the bowl by the counter, and the countertop had a dried substance on it that could be felt when touched. Later, Hugo mentioned it may have been residue from the hotel's renovation, possibly glue, but it had clearly not been cleaned before our arrival.
The bedroom was even more concerning. While the first bed appeared neatly made, there was a pubic hair on the top cover. After pulling back the bedding, we also found black debris or residue on the sheets. At that point, I contacted the front desk to report the condition of the room.
Unfortunately, my interaction with Tonya made an already frustrating situation much worse. Rather than listening to my concerns, I felt as though I was being interrogated. She repeatedly questioned how long I had been in the room, how I had obtained a key, and why I would have entered if the room was supposedly not ready, even though the digital key is only issued after a room has been marked ready in the app. After placing me on hold for several minutes, she returned and stated, "I guess I'll send someone up there to clean whatever you say is wrong." That response came across as dismissive and implied that my concerns were not being taken seriously. I explained that we had dinner reservations at 7:30 p.m. and let her know that someone could service the room at any point even while we were away. We returned to the hotel around 11:30 p.m. expecting the issues to have been resolved. Instead, nothing had been touched, and no one had come to the room.
At that point, I went back to the front desk, where Hugo assisted me. Since there was no housekeeping staff available that late in the evening, he first attempted to find us another room. When that wasn't possible, he personally came to our room, cleaned the bathroom sink and countertop, and he and I both changed the sheets to the bed. Hugo was professional, respectful, and genuinely committed to making the situation right. His actions reflected the level of hospitality I expected when I chose to stay at your hotel, and I hope his efforts are recognized.
While I sincerely appreciate Hugo's exceptional customer service, his willingness to step in does not change the fact that we were given a room that should not have been considered ready for guests, that my concerns were handled unprofessionally by Tonya, and that the promised resolution never occurred while we were out. Spending part of our evening dealing with an unclean room and remaking the bed ourselves is not the experience anyone should have as a paying guest.
The next day the GM Jennifer didn't both to acknowledge the concern and had Nia handle it. At first I thought Nia was genuinely concerned and committed to getting the resolution. She asked me to email her the photos I had and she would follow-up on compensation for the first night. She has ghosted me. Then when I checked out, Hugo said he would wait to do the final billing until he could speak with Nia and would email me the receipt. A few hours later, I got that email and I was charged the entire original cost. For $700 for 2 nights, my experience should NOT have happened.
I would recommend not staying at this location. Past my experience, their AC system was down in the main hotel parts, they allowed 2 random men to enter rooms to "check the wifi" without warning their guests (they literally walked into our room after a brief tap on the door when we had the DND sign up and were getting dressed).
The whole place minus Hugo needs a whole revamp.

Breakfast was nice

The bar and reception staff were nice. The breakfast crew were nice and the nice gentleman when checking out was nice.

Everything! Clean, nice staff, perfect showers.

Very friendly front desk and clean rooms

The gentleman at the front desk helped me greatly to check in. Mr Will & Fecko did outstanding work for my family.The rooms are beautiful. Well clean

John was Amazing, we had trouble with our air bnb and he helped accommodate 8 guests last minute. 1000/10

The breakfast was amazing. 3 people on the staff were so helpful and personable. Ina in the restaurant was so helpful and kind. John and Hugo both had big smiles and very competent. All were hard workers. The room was clean and the bed was so comfortable.

The ppl