Review of Hilton Charlotte University Place 3*

If you want a quiet stay, I would agree with a previous customer, and suggest you bring ear plugs. I had been traveling all day and called Hilton's Diamond Desk to see what was available in the UNCC area of Charlotte for that night. There was a Hampton Inn and the Hilton. For the same points, I could get a full-service hotel so I chose the Hilton. I was booked into a lake-side facing King Room. When I arrived, there was no lake-side facing King Room available so I was offered a suite on the concierge floor. However, because the suite was located right next to the Concierge Lounge, I didn't want to deal with the noise next door, so I politely declined the upgrade. They gave me a King Room which had an air conditioner compressor just outside the room on the building top just below the window, that turned on/off every 5-10 minutes. I requested a different room. This room had an air conditioner duct that wouldn't stop vibrating which would have made for a restless night as well. I asked for and was given another room, but it was located adjacent to a mechanical room in the hallway and you could hear the elevator motor. I finally asked to be put back in my original King Room where I dealt with the compressor noise. The next morning, housekeepers had no regard for guests who may still be sleeping as they were slamming doors and shouting in the hallway. When I checked out, the Guest Service Rep never asked how my night was, so I asked if she wanted to know. When I told her, she referred me to a Loyalty Specialist. She was very courteous and concerned about the difficult night I had encountered. She offered, and I accepted a refund of my award points for that night. Two days later, I received a letter from the General Manager. I opened it expecting to see an apology for the unpleasant stay I had there. Instead, he suggested that I choose another property for future stays in Charlotte, as I am being denied from staying there again. I'm not sure it would have mattered to him that I am a Veteran with a mild case of PTSD, and am often sensitive to noises. But he didn't choose to ask, and just assumed I was trying to milk a free night out of the hotel, as he never personally attempted to contact me before he wrote the letter. The room however was clean and in order, and the food was excellent. It's their customer service and management that was marginal. So if you are a noise-sensitive person, this hotel may not be right for you.