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at the Homewood Suites by Hilton Charlotte Airport
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Fine Hotel, but needs Help
Aug 28th, 2020
The rooms were fine with the exception that the bathroom sink and shower drains we're all clogged and would not drain properly. As well as the fact that I was told they offered Grab & Go breakfast for the morning do to covid-19. Just to get up in the morning to see that they were only offering coffee water and those coffee biscuits from Airlines. But will say that the staff was very friendly. TRIPADVISOR.COM USER
Excellent early am service
Aug 3rd, 2020
Hello! We stayed with you the evening before our flight. The flight was at 6 am. We had scheduled a shuttle and came to the front desk to check out about 3:50am.. crazy early! Aakash was working. He was very helpful and we were happy to hear he was also our shuttle driver. He asked us if we would like to just head to the airport early (we were scheduled for 4am)since we were ready. We did and he was very friendly and got us to the airport. We enjoyed talking with him and felt no stress arriving and getting through security in these strange times traveling during a pandemic. Thank you Aakash for going above and beyond in your work. TRIPADVISOR.COM USER
In typical Hilton action, the staff went above and beyond to provide excellent service in a chaotic situation!!!
Jul 22nd, 2020
I was a passenger at the Charlotte Airport on July 21, 2020 when my flight got delayed due to severe weather... multiple times... then finally cancelled. There were by my estimations AT LEAST 300-500 passengers stranded overnight due to weather concerns, so there was a "run on hotels" - everyone was scrambling to try to locate and book a hotel with availability. Being a dedicated Hilton guest, I looked for the closest available Hilton property, and I was delighted there was a Homewood Suites nearby and available, as practically all of the other local hotels and properties had already booked by that point. I booked it ASAP. Due to COVID-19 occupancy restrictions and staff-scaling, Homewood Suites had been operating at a lower capacity than normal. They did not have available rooms that the computers were booking, but people kept showing up "with confirmed reservations" from 10:30 pm - 4:00 am. The single staff member was quickly trying to find a solution for all of these stranded travelers, calling other hotels to potentially send guests to, and she trying to decipher what to do. Once the shuttle driver and the overnight shift person arrived, they started pitching in, as well. The result: Terri, Mary, and Mark (the staff individuals) worked their butts off until well past 4 am to get everyone settled into a room, as much as it lied in their ability. Terri and Mark overstayed their shifts that "officially ended" at 10-11pm because they couldn't leave their guests in such an uncertain position if they could help it. They cleaned and prepped rooms that otherwise had been not prepared due to staff scaling. Terri, Mary, and Mark tried to make everyone feel comfortable, despite the awkward and stressful situation. They were offering food and beverages to guests to help with the frustration and delays. As is par for the course with Hilton, they were utterly professional and kind and hospitable and helpful. I was watching them closely, and a few times I could see the exhaustion in their bodies as they worked hard and fast, most of them well past their actual shift time. I could see the stress and emotional toll it was taking on them, yet they soldiered on in an amazing fashion. As you can imagine, there were many stressed, irate, rude, and confused travelers. Many guests were trying to tout their rights, privilege, reservation, etc. to try to gain favor for a room, even when they showed up 3-4 hours after others who were still waiting for rooms. In the morning, Diana started her shift to take on the remaining chaos of the night. There were still a lot of situations to work through that didn't have clear solutions, and she had to do a lot of "smoothing things over" with guests who simply wanted to be upset or offended for no reason. She was so extremely hospitable - you could tell she, like the others, have that as a standard. But you could also see the compassion she had for those of us who had a strained travel situation, and she did everything she could to make us comfortable. "Can I get you anything? How can I help you?" I felt compelled to write a review because I was present and observing most of the night and the interactions, and I saw the excellence exhibited by all of these staff. However, as is usual, I saw many guests who, after waiting 10-20 minutes, were irate and livid and offended and and and.... I am sure that some of them will be writing about their "horrible experience" after 20 minutes of discomfort. It isn't true at all. This was a truly horrible situation that the staff were put in. I did not once see unprofessionalism or rudeness, even when some tempers got hot and situations got weird and tense. KUDOS to ALL the staff, especially these 4 staff (and all the cleaning staff that came in the morning of the 22nd!) who uphold and even surpass my expectations for a Hilton Branded stay. As usual, my stay at Homewood Suites was phenomenal. Yes, due to COVID there isn't breakfast... bummer. Yes, due to COVID the fitness/pool may be a bit different (perhaps open sometimes and closed other?). But the staff are doing a great job with what they are supposed to be doing, and you will count yourself blessed if you get a chance to interact with them!!! <3 <3 <3 <3 <3 As for the room itself... oh my gosh, what an insane blessing after a long day stranded at the airport and a long night. The bed was so comfortable, I was so glad to have in-room coffee, fridge, and microwave. I was so tired I took a bath in the evening and the next morning - wonderful tub, hot water, etc. I had a nice time "chilling" on the sofa in my lovely suite. Always wonderful to stay at Homewood Suites! TRIPADVISOR.COM USER
Mar 22nd, 2020
I had a quick in and out business trip; only about 28 hours total on the ground in Charlotte. This location was very convenient to the airport, with little airport noise. Traffic in the area isn’t bad, and there are a number of dining options within 15 minutes of the hotel. The hotel is the typical Homewood. The rooms are showing a little age, but very clean. Staff was friendly and helpful. TRIPADVISOR.COM USER
Continuously outstanding hospitality
Mar 20th, 2020
I've stayed at this hotel over a dozen times over the past two years. Regardless of the time of day the staff is ALWAYS polite and courteous. They are welcoming and put a great face on the hotel. As someone who travels a lot it is nice to feel personally welcomed. Hotels can often feel cold and distant....not this one. The folks here do an outstanding job all the time; morning, noon and night. I'm always welcomed, the evening social and morning breakfast are nicely done and my room is always clean and tidy. I was there again this week during some very troubling times resulting from COVID 19. Many people in the hotel industry are currently facing uncertainty in their personal lives yet they were all friendly and helpful regardless. The people working at this hotel should be commended for their continued excellence. TRIPADVISOR.COM USER
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