Home2 Suites by Hilton Charlotte I-77 Tyvola Rd

I wouldn't recommend this property through Booking.com, and I wouldn't recommend Booking.com based on how this was handled. I'm a Hilton Honors member and stay at Hilton properties regularly, but this experience did not meet my expectations for clear policies, consistency, or reasonable service. It was unacceptable from start to finish. Hotels shouldn't accept bookings they don't intend to honor, especially late at night, and Booking.com shouldn't penalize customers for a cancellation caused by a restriction imposed by the property. Both sides showed a lack of accountability, professionalism, and basic support, which was extremely frustrating. I booked through Booking.com at short notice because an unexpected personal issue at home meant I needed somewhere immediately. I chose this hotel based only on the listed rate of approximately $100 plus tax, favorable reviews, and its proximity to my home. The reservation was accepted and confirmed. While I was driving there, Anthony, a hotel representative, called and said I couldn't stay because I live within 50 miles of the property. He said this was a Hilton policy for this location and that they only accept “travelers.” The restriction had not been clearly disclosed during booking. During the call, I was shown or referred to a pamphlet and told the rule was “on the hotel’s website” and mentioned elsewhere, so I should have checked those materials first. I think that expectation is unreasonable. I hadn't booked directly with the hotel or visited its website, and I didn't have the time, need, or information to research property-specific policies beyond what Booking.com showed. I relied on the booking details and reasonably thought I'd found a solution to my immediate problem. The call came late, between approximately 10:00 PM and 12:00 AM, well past my usual bedtime around 8:30 PM. I was already on my way, exhausted, and emotionally charged by the circumstances that had led me to need a room. I explained what was going on, but the hotel staff weren't accommodating and suggested no alternatives, nearby comparable property, or other reasonable option. I needed a clean, affordable room nearby for the night, and none of those needs were met. The hotel told me it couldn't refund me because I had booked through Booking.com. I then spent approximately 45 minutes on the phone with Booking.com trying to resolve things. They said I would be charged approximately $500 to cancel, even though I hadn't canceled and the hotel had explicitly denied me a stay. Still on that call, I went to the hotel in person to try to resolve it. Neither the hotel staff nor Booking.com was able or willing to find a solution. In the end, I got no room, was denied service after a confirmed booking, and was charged both the Booking.com fee and an additional cancellation penalty totaling approximately $500. I lost time, money, and peace of mind over policies that had not been transparently disclosed.

The location made it easy to get around, about 10-15 minutes from the airport and 10-15 minutes from Uptown. When everything nearby seemed to close at 11PM, having a room fridge and microwave came in handy for reheated pizza after the ACC game. Breakfast is complimentary each day, with coffee, tea or juice, bagels or muffins, cereal, hard-boiled eggs, and yogurt with assorted toppings. The yogurt was a standout. I'm pretty picky, but I have no complaints. The hotel was clean and my room was spotless and smelled fresh when I walked in. It was ready before the 3PM check-in, which was nice. The bed was super comfy and the sheets were soft. I even lifted the sheets and mattress pad to look for the brand, but there was no visible label. Darn! I'd definitely recommend this place and stay again if I'm in Charlotte.

The washer and dryer for guests were incredibly convenient while traveling, and breakfast at the bar was a nice bonus. Spark by Hilton made the stay comfortable and enjoyable, with a very clean hotel and friendly, helpful people throughout. Everyone we interacted with was welcoming, which made the whole experience great. After all, a dark, dingy room can ruin a road trip, and I'm glad we chose this one. Highly recommend!

My only wish is that the rooms had LVP flooring instead of carpet. We had our pet with us, and although she wasn't a problem, LVP is easier to clean. Otherwise, I'd highly recommend this hotel. It was clean and comfortable, in a decent neighborhood with cafes and restaurants nearby and easy access from I-77. Greg and Rosa at the Front Desk were very helpful and pleasant when we arrived and checked out.