Home2 Suites by Hilton Charlotte University Research Park

The room and amenities were great. The rooms were clean and the bed was beyond comfortable.

We made two separate bookings to extend our stay at this hotel. We were told when we checked in for our first night to come back downstairs in the morning at checkout (12pm) and recheck in the the same room. The next morning arrived and we did exactly that. We rechecked in and came back upstairs to relax. We got a knock on the door from housekeeping and we relayed the message that we had extended our stay and we had a separate booking for the room. She told us about okay. After about 10 minutes there was another knock at the door and management for housekeeping was at the door. She was rude and told us “y’all don’t have a reservation for this room. So y’all need to leave because my staff needs to clean this room and it’s 12.” We explained to her that we had confirmed our second night with the front desk and they knew we were here and had another night scheduled. Her response again was that “the lady at the desk you checked in with is not the manager, y’all can’t be here”, that this wasn’t her problem and we needed to go down to the desk because it’s 12pm and it’s checkout. We went to speak with the manager of the hotel and confirmed our second reservation. He said that he did see the reservation and explained that the person who checked us in unfortunately had not conveyed that to housekeeping and he apologized. We explained to him that the delivery of the message we received could have been relayed differently. As we’re speaking to the manager about our experience the housekeeping manager interrupted and said “I was not rude to y’all...I was not rude! Y’all didn’t show up in my system—“ to which the hotel manager had to stop her and asked her to leave. It was not the hotel manager’s fault. In fact when we asked to cancel our second booking he did so and did not charge us for the previous night’s stay. However, the housekeeping manager’s behavior was inappropriate and will likely be the reason we do not return to this hotel.

The Indian lady staff who. She was a very big help whenever I approached her. The other staff were all “blah”.

Besides hotel employee, the lady staff at the front desk, the other staff would “appear” to be helpful but not quite... like what I wrote above, they were just “blah”. I did not get the services I expected because of the COVID-19