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Frequently mentioned in reviews: room (49) hotel (32) stay (19) front (17) desk (17) staff (15) rooms (14) family (13) night (13) location (10)
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  • 1/5 Mee Seong I. 4 months ago on Google • 9 reviews
    This is a complaint for this hotel Home2 Suites By Hilton - Charlotte University Research Park, Charlotte, NC. I booked two rooms for my family for Nov 25-26, 2023. When they checked in, the front desk agent said we only had 1 reservation for 1 room. After A LOT of argument, he was able to find the SECOND reservation (both reserved rooms are supposed to be fully furnished suites). After checking in, one of the rooms was missing cups, plates, and bowls in the kitchen area. In Room 412, both of the sinks (kitchen and bathroom) were clogged and my parents were not able to unclog it. There was no soap or any toiletries in the room either. In the other room (Room 421), there weren't toiletries or soap or body wash. My brother went to complain about these issues, but the front desk guy just said he was the only one working and sometimes the cleaning staff do not refill anything. My father wanted to complain more but it was past 1AM so everyone just went to sleep. The next day, my brother requested soap and body wash for his suite/room because he assumed other staff and cleaners were there. But he didn't receive anything. The room service cleaners in the hall of their floor ignored my brother when he requested for soap. Then when he asked again, they were rude and said NO. It's a pity and pathetic that they allowed a Hilton-brand hotel to be run down like this. I will NOT be making any more reservations at THIS location in the future! And I do NOT recommend anyone to stay here, ever!
    8 people found this review helpful 👍

  • 5/5 Lisa D. 1 month ago on Google • 86 reviews New
    We stayed for one night. The room was nice and spacious with a bedroom separate from the living room and kitchen and had two entrances to the bathroom. Ashlee at the front desk was excellent. We had an question with our bill which was quickly resolved. She even took the time to ask about our stay and anything that could be better next time. She also gave suggestions about things to do around town.

  • 1/5 Takeivia D. 1 year ago on Google
    DO NOT STAY HERE!!! I normally check reviews but, we stay at Home 2 Suites and various Hilton hotels all the time so I assumed THIS location would be fine for a quick overnight stay. The reviews are TRUE. - blood stains on the sheets - filthy stained carpet - filthy stained walls - light switches don’t work - curtains don’t close - front desk unprofessional and rude We tried to avoid complaining but, there were just too many things that were wrong. We went downstairs and the “manager” CAMI was beyond RUDE. She had 5,000 excuses…never apologized…ARGUED WITH ME ABOUT THE CLEANLINESS OF THE ROOM. Ma’am do you think we booked this room and wanted it to be filthy? Did we put that in the comments as a request? Why would you ARGUE with a GUEST? She did not want to move us and said since we were in the room for a period of time and used the restroom she couldn’t move us. We were literally in there no more than 10-15 minutes. We were told she didn’t have anyone to clean the room for the next guest. Well obviously they didn’t clean the room for us. She insisted that she walk with us to the room so she could “see” my complaint. Once she saw the blood on the sheets we were moved to an additional room and again BLOOD STAINS on the sheets. We were moved to a 3rd room- we checked the room with the service desk young lady (night shift person) prior to accepting the room. Luckily we were just passing through and only had to suffer in this place for one night. DO NOT STAY HERE! We are waiting on corporate to contact us regarding this hotel and more importantly regarding Cami and her unprofessional handling of our family as guests.
    3 people found this review helpful 👍

  • 1/5 Rhonda D. 1 year ago on Google
    I will never come to this location again I had problems from the beginning I picked out my room online for a specific floor and quiet room. When I got there I was put on a different floor that was very noisy and was told the floor I picked out was no longer available. There was a guest there with a handicap son that chose her room online as well and they didn’t have it available to accommodate her sons disability I felt so sorry for her. The bathrooms in the lobby were disgusting and no tissue, the pool looked dirty, the breakfast was terrible! I was not pleased with my stay and canceled my second night and booked to another location! I called the manager with my concerns and she became argumentative going back and forth with me and didn’t care at all what I was going through , she was not professional at all! I had my children with me and was not going to have them stay here in this condition! If I’m paying this much for a stay I expected better and Hilton failed to provide great results for me and my family! Very disappointed!
    2 people found this review helpful 👍

  • 2/5 Erika J. 8 months ago on Google
    The location was great and the staff I interacted with were lovely. The issue is the room functionality/condition of the room and lack of availability of simple amenities such as pillows. The pillows we had in the room were awful and there weren’t any extras available from the desk. To say the air conditioner was loud is an understatement. We had a third person so needed to use the sofa bed. No linens were available in the room. As is typical, the mattress on the sofa bed was thin and uncomfortable. One of the bathroom doors was crooked and would not latch or lock. Size of the one bedroom is nice but austere and sterile feeling. In the morning I had to open the main entrance automatic door with my hand. Lots of deferred maintenance in this hotel and staff seems stretched to breaking. I’ve stayed at other Home2 Suites and this is probably at the bottom. Hope they consider updating and fixing things up soon!
    2 people found this review helpful 👍

  • 2/5 VOIPGUY U. 3 months ago on Google • 3 reviews New
    Our company previously used this hotel to host visiting employees. However, in the last three years, there's been a notable decline in quality. Despite an initially appealing structure, the owners slashed rates, attracting a clientele that doesn't respect the property or management. Maintenance is lacking, with deteriorating items left unaddressed. The lax enforcement of the no-smoking policy and poor response to reported violations is concerning. Attached are images from a recent stay, highlighting issues encountered by several employees: malfunctioning amenities and poorly maintained rooms. Sadly, due to neglect from management, we've decided to cease using this hotel. Frankly, it's reached a state that's downright gross, and I strongly suggest exploring alternative accommodations.
    1 person found this review helpful 👍

  • 1/5 Kevin K. 1 year ago on Google
    Reserved for smoke free room, but my room smelled. The room was not even properly cleaned, especially the center area of the bed. I arrrived at late night and they did not have any other room, so I had to spend the night sadly. I decided to cancel the rest of my reservation the next day. They did not give me the copy of the cancelation/receipt saying they will email it to me. I called 3 times over because I did not receive any email from them. I had to personally go there again to get my receipt. The worst exp I ever had.
    1 person found this review helpful 👍

  • 4/5 Allison G. 6 months ago on Google
    I'd give 3.5 stars if I could: Convenient location, I'm in the midst of a road trip and stopped for the night. Not a cheap hotel, but there were a few things that made it not the perfect stay. I was in room 308, and there was definitely the smell of cigarette smoke throughout the night. I don't know if that was outside and there was some vent coming into my room or what, but even with the fan on full blast, there was definitely a smell. My mom stayed in 310, and said there was a weird smell in her room as well. Her air conditioning unit made very loud noises when it turned off and on, making it difficult to sleep. The bed was decently comfortable, as were the pillows. There were also plenty of electrical outlets, which can often be tough to find in a hotel. Parking was easy, front staff was nice upon check-in. Kitchen in the room was great and it was nice to have full size fridge. The TVs are not smart TVs, so if you were planning on casting anything from your phone to watch, you'll be out of luck without an HDMI cable. Breakfast was fine: cereal, bananas, muffins, make your own waffle station. Unfortunately, they advertised that breakfast runs until 9:30, but at 9:10, they were cleaning it up and pulling down certain things.
    1 person found this review helpful 👍

  • 4/5 Jeff K. 1 month ago on Google • 20 reviews New
    It was a great hotel, at a decent price, and the staff were all amazing. And the breakfast bar was one of the best I've ever had at a hotel. 1 star is lost ONLY because of these two reasons: First, the pool wasn't available when my family visited. Second, the hotel staff front desk doesn't have a wall or barrier, to protect the staff from potential belligerent guests or other potential issues. Seems incredibly unsafe for the hotel workers.

  • 1/5 Andrea S. 1 month ago on Google • 3 reviews New
    Utterly disappointed. Location is great for UNC-C. Room was obviously smoker with a deodorizer cover. Lighting didn't work. Missing items. Loud heat/ac. Oh yea, and door didn't lock-didn't know until next day. Property offered to move us after 10 pm on 1st night but didnt since spouse was using a cane-inconvenient. Slight discount for one night but no response since. Breakfast, not impressed. Won't go back.

  • 1/5 Michael J. 1 year ago on Google
    Low class hotel, not what I expected at all. Food was not good, at all. I asked for an additional roll of tissue and they never bought it so I had to go down and get it myself. The bed was barely made, very uncomfortable with what smells like old sheets, do you wash them if so… throw them out and buy new ones. Room smells like THC/Weed or people in other rooms were smoking the days I was there. Bed was very uncomfortable and made noises every-time you moved. Toilet had bowls and blood 🩸 and urine stains on the floor. I had to ask for cleaning materials to clean because maintenance was not available. Old rooms will not stay here again and will be posting pictures on social media to alert others. As a gold member very disappointed.

  • 5/5 Tameika O. 3 months ago on Google New
    I appreciate Jelah, Cammie, and Ashlee for their great customer service. They didn’t hesitate to assist my family and I with anything we needed. The room was nice, clean, and spacious. The places to eat and shop were close by the area. Will definitely book there again.

  • 2/5 Kelly R. 1 year ago on Google
    The hotel was clean and the rooms are nice and very spacious. I want to give grace to the staff since they had to work over Christmas, but some were very rude. NOTE to get early to breakfast because over our 3 night stay they do NOT replenish the food throughout the morning- first come first serve. A woman working the front desk got angry that I asked for an extra towel for the pool- snipping that I needed to bring my dirty towels in a bag to the front desk if I wanted a clean one. Nowhere was that a stated rule so that was a bit frustrating. Another employee kept snipping at guests when using the waffle iron. Overall a decent stay, but I could’ve booked a cheaper motel and had the same amenities.

  • 1/5 Charity Mathews (. 3 months ago on Google New
    Expect nothing and you’ll be happy! We chose the hotel for our family of five who came to Charlotte for a special event this weekend. All four kids brought bathing suits, eager to enjoy the pool advertised when we reserved and paid for our room. I also downloaded the app so that our room would be ready, and we could breeze by process of checking in at the front desk (which often takes a lot of time). No pool. Closed for renovation. No digital key card, nor check in. Apparently the technology just doesn’t work so after going all the way upstairs to our room, we had to trudge back downstairs to get registered at the front desk anyway. The entire hotel reeked of marijuana. There wasn’t a blanket to be found for the extra bed. Not in any of the cupboards and not when we called downstairs to the front desk. The Wi-Fi didn’t work on the fifth floor, so we weren’t able to arrange for a quick dinner before our event. The folks at the front desk didn’t have so much as a list of nearby restaurants and phone numbers. When we woke up the next morning, we hoped to start a new. But once again were disappointed. The breakfast offerings? Old bananas and a meager assortment of meat-based breakfast sandwiches. Other thank waffles, no vegetarian options. No caffeinated tea and we had to ask to have the coffee replenished. These are very basic accommodations — the very same accommodations advertised online. Not only was the staff not helpful, they were also brusque and rude. Had we known we wouldn’t have anything but a roof over our heads, we would’ve absolutely stayed somewhere else. Anywhere else. Wild way to run a business based on hospitality.

  • 1/5 SeanBean I. 3 months ago on Google New
    This place... Nothing good to say except maybe the location off 85.. We arrived 1am.. One worker. Dude was kind but didnt know anything. No idea where the soap is or any toiletries.. Room and hallways smelled like weed.. Rooms were missing dishes and plates.. Breakfast was mediocre at best... Area around looked sketchy... At 1am there were people walking around or just sitting in their car..

  • 1/5 Brian G. 6 months ago on Google
    I don't usually relay a bad experience but this stay couldn't go without something needing to be done. To say that I am disappointed would be an understatement, this was absolutely the most deplorable hotel that I have ever stayed in my entire life. The room was disgusting from top to bottom, walls were covered in fluids, food, god knows what else and the parts that weren't were just half painted over to cover whatever they didn't want to clean. Only one of the AC units worked in the room, the microwave didn't function at all, there were 2 TV's but one remote. The fold out sofa was so dirty and torn that we had our son sleep with us in the bed because we didn't want him near it. The sink in the bathroom still had toothpaste stuck to the bottom of it from the last patron of the room. There is food on the ceiling even in the kitchen and the smell in the room was indescribable. I would have just left but with our late check-in there was no other availability nearby. I would have requested a different room but the hotel itself was dirty from the minute we stepped in the door. For the price that they charged me to stay in this room I was expecting a true Hilton experience and it was anything but that. I have taken photos of all of the discrepancies and I also let the front desk know about my disappointment but this needed to go further than management. This was hands down the most disgusting place I've ever stayed in my life. I was given a refund but that still didn't make up for what was supposed to be a fun family weekend. They advertise a pool but the lock doesn't work and we couldn't get in and the front desk staff wasn't in any mood to offer assistance with any of this during the stay. This description can't even relay how bad the stay was but the photos should help with you making the decision to NEVER STAY AT THIS PLACE.

  • 4/5 Jeanne J. 9 months ago on Google
    I wanted to not like this hotel.. they called me two hours before check-in time and told me they had given one of my rooms away. But seeing how some of my group didn’t show up, it work out. But I must say I love the layout of the room. This is a double queen with a pull out sofa . It worked out really well. I love how they have a pull curtain between the sofa and the beds… In case someone needed a little privacy . It’s cool how everything is lined up along the wall. The kitchen area is super cool with a nice big fridge, sink and dishwasher… they even have a nice table that was tucked in that you pull out for dining… So very thoughtful layout for sure, . I love the Real glassware and dishes. But like I said, I didn’t want to like this hotel, but I might be tempted to stay there again, but you know maybe not. 🤷🏻‍♀️ Lady, that check me in was awesome. I didn’t catch her name, but she was very friendly and the chitchat was pleasant.

  • 1/5 Jessica B. 1 year ago on Google
    As a traveler for work, and a Hilton platinum member my go to hotel is almost 99% Home 2 Suites. They are usually always clean and accommodating and a decent Breakfast. However this franchise owner and location is by far worst. No variety for breakfast, example No dairy free options, only 1flavour and brand of yogurt to choose from, No Conditioner or lotion the rooms. only 2 pillows, upon check in you are only offered water Ice makers on the floors didn't work. the rooms need a huge update. I am normally offered a snack and a water. Only positive remark, 2 employees I encountered that were amazing. The 2 men working the maintenance and the grounds. they were very polite.

  • 5/5 Yves D. 1 year ago on Google
    Attitude is everything All 5 staff members were warm and courteous. Very large room with kitchen and supplies. One problem resolved in a formidable manner. Things break, we all make mistakes at least I do ah ah, but it is how we react and make up when it happens. The manager really did a great job to make us feel important and considered. Thank you for caring.

  • 2/5 Madan N. 1 year ago on Google
    It's hard to leave a bad comment. Understandably, the places all over are recovering from pandemic lock down and experiencing worker shortages. However this place clearly lacks customer service and internal communication. Being a Diamond member and having checked in to the room online, they could not get a single room available on time. Literally had to wait about an hour and plead them for a room. On another note, rooms are out dated and not well maintained. This place clearly lacks customer service. Except for location, nothing much could be said about this place.

  • 4/5 Rupam C. 1 year ago on Google
    Nice rooms, location wise excellent, courteous front desk manager and staff. Provides breakfast BUT menu is repeated almost everyday. Breakfast spread is not bad, but they should add scrambled eggs, sausages to the menu. Breakfast table staff needs to be more proactive in refilling items quickly rather than making customers wait. Has option to cook light meal in kitchenette. Overall stay was comfortable.

  • 4/5 Erica A. 1 year ago on Google
    Very comfortable and spacious rooms. Nice to have the pull out couch and a privacy curtain. The kitchen was not well equipped (2 forks and 2 glasses in a room that sleeps 6). We also only had 1 pillow per person and only 3 towels for 6 people. The one real problem was how loud the A/C was - the noise was high pitched and unpleasant. The staff were friendly. The breakfast seemed nice but the food was not great (I don't expect much from an included hotel breakfast though). The bathrooms in the lobby didn't have any toilet paper.

  • 1/5 Mia R. 1 month ago on Google • 1 review New
    Due to Cammie "the manager" I give this hotel 1 star. My family and I drove 4 hours from Atlanta, GA to this hotel. We arrived at the hotel at 10pm at night only to be told that our reservation was cancelled. Before we departed from Atlanta, I called the hotel to explain that the card that I had used to book the room needed to be changed due to my bank closing the card due to a suspicious charge that was charged on my card. I spoke with Cammie "the manager" who also mentioned that she had tried to charge the card and it was declined and she had attempted to contact me about the card. I explained that I did receive her message and that I would use a new card. I gave her the new card information and she told me that everything went through. She stated that the hotel was almost completely booked, she knew I was a Hilton's family and friends rate and I needed to make sure that I had the card on me when I arrived. She repeated this to me several times, which I though was strange. I reassured her that I would and I told her that we would be arriving later that night. Only to arrive, and to be told that our reservation was cancelled. The front desk worker called Cammie "the manger" on the phone at the hotel and and she told us that Cammie "the manager" said that the hotel was completely booked and that we could try one of the other hotels around or we could go online to find another hotel who would accept the Hilton's family and friends rate. I made this reservation three months in advance and I researched hotels before I decided to stay at this hotel. I was highly disappointed in the way this was handled by Cammie "the manager." This was handled very poorly, and I was very upset, but I did not show out at the Hotel. I tried to act in a professional manager in front of my kids only to try to answer their questions about why we did not have a room. Cammie "the manager" needs to do better and needs to stop giving away rooms (I assume because guests have the "Hilton friends and family rate). My family and I were able to find another room at another hotel but we weren't able to book with the Hilton's friend and family rate.


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