Doubletree By Hilton South Charlotte Tyvola

“Long-Time Guest Impressed by the Improvements & Outstanding Service”

I recently received the request to complete my diamond member guest satisfaction survey regarding my stay. I normally complete my reviews and feedback promptly; however, for some reason this email was filtered into a different folder and I unfortunately overlooked it. When I attempted to complete t… more

I recently received the request to complete my diamond member guest satisfaction survey regarding my stay. I normally complete my reviews and feedback promptly; however, for some reason this email was filtered into a different folder and I unfortunately overlooked it. When I attempted to complete the survey, I was notified that the response period had expired. I still wanted to provide my feedback because overall my stay was good and I believe recognition should be given where it is deserved. At the beginning of my stay, my experience through the app and with the front desk left me feeling somewhat uneasy. On one occasion, I contacted the front desk through the app regarding an issue. A woman answered, and after I briefly explained the situation, she stated, “Hold on one second.” Unfortunately, that “one second” turned into several minutes. After waiting on the line for approximately seven minutes with no further communication, I ultimately hung up because it became clear I was not going to receive assistance at that time. I do not recall her name, but she had a very strong accent, possibly from the islands. After that interaction, I simply decided to keep to myself and avoid requesting further assistance. The following day, however, my experience completely changed for the better. Due to unexpected work circumstances and the bank being closed over the weekend, I needed to extend my stay unexpectedly. During that stressful situation, I went to the front desk where I was assisted by Amaya. She was incredibly professional, patient, calm, and welcoming. Her smile and positive attitude truly brightened the atmosphere during a moment when I was very frustrated and overwhelmed with myself and my circumstances. In addition, Assistant Front Desk Supervisor Dale was equally kind, professional, and outgoing. Both Amaya and Dale worked together to help me navigate a complicated reservation situation and made the process far less stressful than it could have been. Their ability to remain composed while simultaneously assisting multiple guests, handling check-ins, and addressing my more complex issue was genuinely remarkable. As a long-standing Diamond member with HHonors and Hilton properties, I can honestly say that these two individuals embodied the standards Hilton has historically been known for regarding professionalism, customer service, hospitality, and going above and beyond for guests. I intentionally stepped aside multiple times during the process so other guests would not be delayed by my situation, yet both employees continued checking on me while efficiently assisting everyone else. Their multitasking skills, professionalism, and attentiveness were exceptional and deserve recognition. I also want to add one final observation. Since COVID-19, I have personally noticed a decline in the overall customer service experience and consistency across many Hilton properties throughout the United States. The warmth, attentiveness, and “home away from home” feeling that once made Hilton stand out seemed, at times, to be fading. Many colleagues and fellow travelers of mine have shared similar concerns over the years. However, after my recent stays, including this property and another Hilton property in Virginia prior to my Charlotte trip, I can honestly say my perspective has started to change. It appears Hilton may be recognizing those concerns and making meaningful efforts to restore the level of hospitality and service that originally built its reputation. Experiences like the one I had with Amaya and Dale give me hope that Hilton is not losing its value, but instead working to bring back the spectacular customer service that loyal guests have appreciated for years. 🏆Thank you for taking the time to review my feedback, and please extend my appreciation and recognition to both Amaya and Dale for their outstanding service. Wishing all of you a wonderful Memorial Day and Bright future! - Kind Regards, Jennifer Nicole Brooks

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“Exceptional Service from Rachel Winfield”

Rachel Winfield at the Doubletree hotel Tyvola in Charlotte, NC is absolutely outstanding! Her kindness, professionalism, and attention to guests made my stay unforgettable. She truly deserves recognition for the incredible service she provides!!!

“Another great stay!”

The room was big! The bathroom was clean and cool! The bed was appropriate! The drinks were strong (just like I like it)! The pool was cool! But Dale and Amaya were very nice and wished me the best birthday wishes! The room was on the main floor and next to an exit, but I heard nothing other than t… more

The room was big! The bathroom was clean and cool! The bed was appropriate! The drinks were strong (just like I like it)! The pool was cool! But Dale and Amaya were very nice and wished me the best birthday wishes! The room was on the main floor and next to an exit, but I heard nothing other than the AC unit. And the hotel is in a nice area, great value, and close to Carowinds and Blue Line. It was another great stay for.

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