DoubleTree by Hilton South Charlotte Tyvola

The desk agent deserves five stars. The elderly woman was left alone to help more than 20 people, but stayed calm and worked through the stress. My reservation was in place, yet after a long day there was a line out the door and my room key didn't work. Management should step in or have someone on call when things get that busy. The way the night was handled was unacceptable, even though the desk agent did her best. The hotel also needs to replace its covers more carefully. My comforter looked as if it might be filled with bacteria or mold, or something similar.

The rooms were very nice and the shuttle drivers were great. But after my flight was canceled, with my luggage and toiletries unavailable, all I wanted was a warm shower. There was no shampoo, body wash, or conditioner in the room. I told the front desk and got only an "ok" in response.

The manager responded quickly and professionally, and the service throughout my stay was excellent. After a few minutes, the front desk worker seemed to realize his actions weren't right and said he'd check me in. I got checked in, at least. The female front desk workers were kind and courteous, my room was cleaned the next day, and the stay turned out positive. The price is very low for the experience.

I switched to the hotel next door for a very similar price and got a much better room. I only stayed with Hilton because it's my usual choice. This was the worst Hilton property I've stayed at, and it isn't what I expected from a DoubleTree. The room looked very different from the app photos, the bed was extremely uncomfortable, and the sheet had random tiny holes. I didn't have bedbugs, but the room still wasn't what you'd expect at this brand. They charged me $50 to check in at 1pm, and said it would be $75 before 12pm. I've never paid an early check-in fee at another Hilton property, except $35 at the high-end Conrad Las Vegas for an 11:30 am check-in. With a room that looked like a random motel, these fees felt like a rip-off.