Hilton Garden Inn Charlotte Uptown

The Guest Service Manager really helped turn my day around. I was in town for a concert and running very late, and she stepped in when the lobby check-in line was backed up and got me through quickly. She also seemed supportive and respectful toward the staff, which gave the hotel a positive, organized feel. Everyone was nice, but I wanted to make sure her work was recognized and that someone passed along how well she handled things.

We came for an event at Spectrum Center, which is only a quick 5-10 minute walk away. It saved us having to find and pay for parking at the arena. The hotel looks like it was renovated recently and is really nice. Everyone we met was friendly, especially Quaashie at check-in, who kindly gave us a complimentary upgrade. Thanks to Quaashie and the HGI Charlotte team. We'll be back soon.

We were there several days and checked out on Sunday. On Saturday and Sunday, with the hotel at full occupancy and winter weather forecast, the restaurant was closed and guests had very few dining options. That's poor planning and a serious management failure. Breakfast had also gone downhill: fewer choices, too few staff, and little hospitality. One server was working and seemed dismissive, and guests had to get their own coffee. One long-time cook still makes excellent omelets, but that couldn't make up for everything else. My husband and I tried several times to speak with the General Manager, but he never made himself available. Staff told us email was their only way to reach him. It's troubling that employees can't directly contact the person in charge. I'm a Diamond Member and have stayed here for years, so I remember when Erik Kohlenstein, Lynn from maintenance, and a former Food & Beverage manager were present, professional, and proactive. The waitstaff used to be warm and attentive even when busy. That level of service is gone. The premium rates, including parking, make the rest of the problems even harder to accept. The lobby and restrooms were visibly dirty and missing basic supplies, and our room was dusty, poorly cleaned, and short on standard amenities. I used to see this hotel meet a much higher standard. As a long-time Diamond Member, I can't recommend it or return until meaningful changes are made, especially in leadership.

The building is older, but it was refitted some time ago and looks nice. Staff were super friendly, and the place was clean. We had an inconvenient toilet clog overnight. In the morning, we had to come down from the 14th floor because they couldn't get help to us right away, but they did take care of it. Also, two packaged cookies in the grab-and-go cost $10, which is a lot. Yes, I'd stay here again.