Embassy Suites by Hilton Charlotte Ayrsley

I was very disappointed that when we checked in I thought everything was Paid for, but they needed another 50 dollars , which I paid there went our money to go out for dinner . We checked into this hotel and drove 2 hours because I wanted an INDOOR POOL WAS OUT OF ORDER I was really disappointed that the website didn't say anything about that, I would like to see if I could receive trip points since I didn't get to enjoy myself and I spent 180.00 on this

Newer, modern, exceptionally clean, and spacious room and common areas. Friendly and courteous staff. Evening reception with drinks and snacks. Very nice breakfast with cooked-to order omelets and more. The hotel was quiet in the night but breakfast does get very busy and this is apparently a popular hotel for family union groups. However, even though busy at times, we had a great stay and did not have to wait long at all for check in or elevators. Smart hotel with modern features via the Hilton app. Very pleasant stay. Small but clean indoor pool. Exceeded expectations in comparison to other Embassy Suites. Highly recommend.

Chris H at the bar is so great at his job. Superior service. Excellent recommendations! Met him July 2024. Back again in June 2025!

Chris the Bartender was super Fantastic Drink was amazing and Traci the concierge was wonderful!. The food was great. Thanks for warm welcoming.

The positives I have to say about this Embassy Suites in Ayrsley is that the location is convenient and the staff is very friendly. The lobby is very inviting and looks upscale and the neighborhood was quiet. Parking was plentiful althought you might end up having to park a bit away from the front of the building. The negatives, well, there are plenty. Let's start with my check-in process. I came in, gave my name, and was told she couldn't find me in the system, was it perhaps under another name? "No.... it's under my name, please look again." Well, again, she couldn't find me. My name is pretty simple.... it's not one that can be mis-spelled or something. I was getting frustrated. I told her that I had done the "Check-In" last night through the Hilton app and gave her the room number I had checked in to. That's when she became incredibly confused. Apparently, the front desk staff – friendly though they may be – is completely clueless about the check-in process on the Hilton app because then she said "Oh, you're already a guest and want to check out?" Now, I'm trying to keep my cool because she's being very nice and she's lovely, but I'm very frustrated. I searched through my email and said "Look, I have a confirmation number...." and gave that to her. FINALLY, she said "OH, there you are!!" Bam! Magically I suddenly appeared? She literally said to me "Your name is spelled with all capital letters on your Hilton account, so that's probably why I couldn't find you." I don't have to tell you.... that's a crap excuse and not true at all. That's just not how computers and searches work. I honestly do not know what the issue was, why she couldn't find me, or what the problem was we were having here... but, I've been a Hilton customer for many many years and I've never had an issue with check-in before. This was very perplexing, but, definitely set the tone for my entire stay, I assure you. From there, we went to get into our room and found only one of our two keys worked.... so.... back down I went.... where, I'm not even joking – I was asked to show my ID. Now, look, I understand we're following proceedure here, and policies exist for a reason, but... as tense and dramatic as the check-in process had been for me about 10 minutes earlier, everyone in that lobby knew who I was (employees, guests, vendors, everyone!) and that I was a guest who had just checked in. It was a BIT extra and unnecessary to ask me to pull out my ID to prove who I was to get YOU to fix the defective key that you had given me. Back in the room, it's hot. It's real hot. I turn the AC way down – it bottoms out at 67. It won't go any lower, but more on that later. Next, we have drinks to put in the fridge, so we open it... WOAH! it stinks. It stinks bad. Like rotted italian food had been left to mold in there for weeks and was just recently cleaned out like the day before. And also? The fridge was warm. Not to mention this is an Embassy Suites, but this was a cheap budget-bran

Warm welcome from Kayla. Very professional and accommodating! Adrian was awesome and stayed even though bar was closing. He was fantastic and engaged us in great conversation. What a fantastic way to begin our business trip!!! Thank you!!