Hilton Garden Inn Charlotte Pineville

Undergoing renovations, but you hardly notice.

Good

They were in the process of renovation. Couldn't use hot tub or pool. Everything was clean and the staff were very nice.

The hotel is undergoing upgrades which are nearly complete. Staff were friendly and helpful.

Clean new room. Great helpful and friendly staff. Still under construction, so couldn’t give 5 stars for that.

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Front desk employees were awesome. Very helpful and polite.

The property was under renovation and the pool hasn’t worked in 2 years according to the enployees

They had canceled my reservation after I had drive couple hours making me go else where

Everything was awesome clean room and staff

Every two days, our towels and washcloths were changed and room cleaned. The staff was always kind and helpful. It was quiet and great for sleeping.Beds were comfortable and all equipment worked. Great experience!!

Everything was excellent ! Wonderful staff everything was great.

Staff very friendly and helpful!

The main building was being upgraded during our stay. Cannot wait to visit after renovations have been completed

Restaurants and other stores were close by The staff was very friendly and accommodating. Also, the price was right Looking forward to my next stay.

They allowed a party one night in their conference rooms. The music was so loud that the entire hotel was disrupted.

The Gentleman that took care of our breakfast service was great , he was very social and was on top of his game. Ive been in customer service for 25 years and its great when someone loves his job . He was first class. The bar tender can use some customer service training. Maybe he was just having a bad nite as he had a attitude problem.

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.

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.

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?