Canopy by Hilton Charlotte Southpark

Reviews

• CH

  Catherine Hackney

  2 days ago
  4.0
  The room is great, it's quiet with lots of privacy. Very clean. I love my in-room coffee. The soap and lotion smells so clean and fresh. Friendly service at checkin.
• LA

  Latonya Asberry

  2 days ago
  1.0
  Unexpected Family Emergency, No Call Back— and Lost Money” One of my best friends wanted to celebrate her birthday in North Carolina, and her relatives highly recommended that we stay at the Hilton Canopy. Since the hotel is in a prime location close to everything, I booked my room on November 12th for a stay from November 22nd–24th. We were coming from Georgia, and I was truly excited about the trip. However, on Thursday, November 20th, my son—who is in the military—called to inform me that his drill date had been moved to this weekend so that he could spend Thanksgiving Break with us. This meant I needed to stay home and take care of my granddaughter, so I had no choice but to cancel my reservation. When I attempted to cancel online, I saw that it wouldn’t allow me to. Confused, I called the hotel for help. The receptionist told me I had missed the cancellation date. I’ve never had to cancel a reservation before, so this was completely new to me. I explained my situation, but she reminded me that it was hotel policy and that I would still be charged for both nights, whether I stayed or not. Realizing I might lose nearly $300, I asked if anything could be done. She said she would note everything and advised me to call back to speak with the general manager, Kay (apologies if the spelling is incorrect). I followed her instructions and left a detailed voicemail explaining my circumstances and asking if there was any possibility of being refunded for even one night—if not both—because I simply don’t have money to lose. Six hours passed with no response, so I called again. No one answered, so I left another voicemail following up on my previous message. I want to be clear: I understand policies are in place for a reason. But receiving no phone call at all—no update, no explanation—felt very disappointing and unprofessional. Situations do happen, especially family-related ones outside of our control. Instead of assistance or even simple communication, I’ve been left feeling ignored and frustrated, and I’ve lost money because of it. I am truly upset about how I was treated by Hilton and hope the hotel improves its communication and customer care in the future.
• LI

  Latonya Ivory

  3 days ago
  1.0
  “Unexpected Family Emergency, Received No Call Back — and Lost Money” One of my best friends wanted to celebrate her birthday in North Carolina, and her relatives highly recommended that we stay at the Hilton Canopy. Since the hotel is in a prime location close to everything, I booked my room on November 12th for a stay from November 22nd–24th. We were coming from Georgia, and I was truly excited about the trip. However, on Thursday, November 20th, my son—who is in the military—called to inform me that his drill date had been moved to this weekend so that he could spend Thanksgiving Break with us. This meant I needed to stay home and take care of my granddaughter, so I had no choice but to cancel my reservation. When I attempted to cancel online, I saw that it wouldn’t allow me to. Confused, I called the hotel for help. The receptionist told me I had missed the cancellation date. I’ve never had to cancel a reservation before, so this was completely new to me. I explained my situation, but she reminded me that it was hotel policy and that I would still be charged for both nights, whether I stayed or not. Realizing I might lose nearly $300, I asked if anything could be done. She said she would note everything and advised me to call back to speak with the general manager, Kay (apologies if the spelling is incorrect). I followed her instructions and left a detailed voicemail explaining my circumstances and asking if there was any possibility of being refunded for even one night—if not both—because I simply don’t have money to lose. Six hours passed with no response, so I called again. No one answered, so I left another voicemail following up on my previous message. I want to be clear: I understand policies are in place for a reason. But receiving no phone call at all—no update, no explanation—felt very disappointing and unprofessional. Situations do happen, especially family-related ones outside of our control. Instead of assistance or even simple communication, I’ve been left feeling ignored and frustrated, and I’ve lost money because of it. I am truly upset about how I was treated by Hilton and hope the hotel improves its communication and customer care in the future.
• LK

  Lizzy Klein

  6 days ago
  4.0
  Had a really bad customer service experience due to leaving my ID at home. No solutions or recommendations provided and front desk staff was extremely rude and dismissive. But the room was really nice, hard beds, and the waterfall shower was amazing. I must say that we ate at the restaurant and had incredible service and manager was wonderful. Also had help from banquet staff - so overall 4 stars
• JW

  Joyce White

  Nov 3, 2025
  3.0
  The front desk staff was friendly and approachable, which is a positive start to any review. However, my overall experience could have been better. I arrived with a headache and had to go down multiple times because my door wouldn’t open. Fortunately, they sent an engineer to fix the door, who was also very nice. He removed the panel to add batteries and informed me to disregard the red light since someone would come back the next day to reset it. I noticed that the door latch had been adjusted and screws were going in various areas of the door. I inquired about this and took pictures to ensure it wasn’t a safety issue, but no one seemed to know. Another concern I had was the smell of marijuana coming from the garage at night. When we got off the elevator that leads to the garage, I was surprised to see a young male pacing and standing near my car when I walked out. He walked over towards another car. I do believe he probably was just having a smoke but as a woman ti see a male pacing is scary. The location of the hotel is great breakfast was good, and the rooms are clean. However, as a woman paying $15 to park, I found it to be a lot of money and not very secure. I was so concerned about my safety that I decided to park across the street in the additional parking after dinner.

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