Hilton Garden Inn Charlotte Pineville

A really nice overnight stay! We only needed a night stay over on the way to Charleston. It was a great price and really comfortable. The ac was a little loud and turned on and off more than it really should have but that was the only thing wrong. Everyone was friendly helpful and gracious.

The Hotel is undergoing renovations and the facilities could be in better conditions once done. My poor rating for this particular hotel is due to very poor Frontier Desk reception treatment I suffered at the hands of apparently only person on duty, Jeremiah Broytes. Jeremiah was rude and was not prepared to remedy obvious issues at Check-in. I had been assigned Room 419 but when I went over the room was not completely ready and I , therefore, requested for a Room change and his response was that I just had to wait. I asked to speak to the manager and ended up calling a number on a business card for Adam P (General Manager) but the call was simply getting back to Jeremiah at the Front Desk. Jeremiah had refused to directly the Manager. It took more than 45 minutes before he finally simply walked over and gave me another Room (403) - no apologies. When I went to Room 403 - the toilet had no running water! I had to call for Service personnel to fix the issue. Fortunately the toilet got fixed. My view is that Hotel has poor overall Hotel Management that allows for an poorly train, unsupervised, incompetent arrogant Intern to manage Customer check-in over a busy Memorial weekend! I was checking in on Friday May 22.

It was under renovation which wasn’t disclosed upfront. We were there for several days and the room wasn’t being serviced. We finally asked and when we returned all they did is put in new towels. Nothing else was done. I expect more from Hilton. The front staff was nice but the support staff was not good at all. Also why did construction materials and structures get put in half of the front parking making the guests park towards the back?

To say I am disappointed with the experience my family and I had during our recent stay, would be an understatement. Unfortunately, what should have been a straightforward hotel stay became a series of frustrating interactions and unacceptable service failures (broken iron, disconnected room phone, rude front desk clerk, filthy shower vent, trash bag left on floor and room door left ajar for hours after cleaning) on the backend of our stay. At no point did I feel that the inconvenience or frustration experienced was acknowledged with urgency or empathy. Respectfully, being “under renovation” should not excuse basic operational functionality or poor customer service. More importantly, the active renovation was not disclosed anywhere in the booking app prior to our arrival. Our overall experience - with the exception of the familiar Hilton professionalism and courtesy shown by Andre and Matthew during checkout - reflected a concerning lack of operational readiness, communication, and overall guest care. While I understand renovations can create challenges, guests should still be able to expect functioning room essentials, responsive service, professionalism from staff, and basic cleanliness and security standards.

My room was dirty-food left on the floor by previous occupants, and items were broken in the bathroom-towel hook and toilet seat. Property appeared run-down. My stay had to end early, I checked in for a Mon-Fri stay and had to leave Tuesday. They refused to work with me and insisted on charging me for Mon-Fri for a room I slept in once

We enjoyed our 1 night stay here. Room was refinished and was large. We had our golden doodle with us and he loved it too! Would stay here again if the need arises!

Under renovations...would have been nice to know this when i booked. Had to wait for front desk guy to show up....he was no where to be found when i entered lobby.....waited to be checked in...

The hotel was under renovation and it did not seem up to the cleanliness standard we were expecting. The staff was accommodating.

********** should not have booked me because there were no rooms available for the last minute booking, however I must commend the desk clerk working on midnight the 25th, because she was able to call neighbors directly and get me a room for the night. Sadly, I do not remember her name but she was super professional and very helpful to me above and beyond the call of duty.