We booked in NOVEMBER, this was my new husband's Christmas present. We are from Pittsburgh, and as a former Charlotte resident I wanted the uptown experience for him. We confirmed several times in the previous 48 hours. Check in was available at 3PM , we arrived at 4:30, and our room was GONE. Extremely disappointed, sent out of town from a HILTON to an unfamiliar lower quality less elegant room. We were "comped" the room, offered a limo service that we could not use, offered drinks we could not have due to the time constraints of our VIP concert tickets, but breakfast was available that would not have been at the Hilton. Both staffs were put in very uncomfortable positions, but extremely lovely, professional, and tried so hard to be empathetic. I was disappointed , my perfect Christmas gift, was just not as perfect as I had planned for my most deserving fantastic husband.
The front end staff was lovely and pleasant and very apologetic and extremely professional.