Embassy Suites by Hilton Charlotte Concord Golf Resort & Spa 5400 John Q. Hammons Drive Northwest, Concord, NC 28027

"Even though the rooms were nice, I am giving the hotel a 1 star overall. I was trying to plan my birthday celebration and asked sales for help. I wanted certain rooms that connected. I talked to one person with sales but she had an emergency and was not able to finish helping me. I then talked to another person and told her what rooms I wanted (after she showed me the rooms) and I wanted to book them and I was wanting to see about booking space for my actual birthday dinner as well. The second person said she had to talk to someone from sales and did not help me book but she said someone would get back to me soon. No one called me so I called the hotel and kept getting the run around. I wanted someone to help me get certain rooms and rent space. I finally got through to someone from the sales group with Hilton (not at the hotel). That person sent out an email to the hotel but the hotel never responded. I emailed the hotel back myself and again no response. I finally decided to just book the rooms. My room was not on the same floor as my family, and I didn't get the room I wanted. Which would have been fine if they just tried to help me. Closer to the date of the party, i went in person to tell the sales department how unhappy I was with the customer service. I even showed a sales employee the email sent months earlier asking for help but got no response. I then was finally sent an email with a menu, but I couldn't get it to show up on my phone. And then another person from the hotel called me and said he would call me back the following Monday after looking at the menu. That person never did call me back. Since it was so close to my birthday, and he didn't care enough to make things better or call me back, I just didn't bother calling back and trying to get them to re send the menu or anything. Then, the day of arrival, I saw there was still a suite available and I tried to change rooms so I would have a little more space. I had to go back and forth with the hotel before they finally changed my room when I called on the phone. I saw it was still available so there should not have been a problem getting the room. Then, I told the ladies at the front desk that the three two bedroom suites were to be placed on my card. The day of check out I went to the front desk and again asked for my card to be charged for the rooms and even was given print outs. and yet they ended up charging my parents for one of the rooms... I also asked for a late check out and was told I could not get a late check out. yet I ended up getting a text after I checked out that if I wanted a late check out to message back. Rooms were good but because of horrible customer service (especially from sales) I would not recommend this place for special events. Unless maybe it is for an actual convention and hundreds of people are coming. They seem to only care about profits."

"If you have a service, be sure they are open those specified hours. I rushed back, knowing the gift shop would open until 8 pm. It was 7:40 pm, and they were closed. I wanted an ice cream. The hotel let a service be closed prior to their posted hours! Not right! Rooms are dated, need an upgrade. Attached to conference center is good. Service need to be open the days and times stated. What if I needed a medicine, aspirin, feminine products, and they were closed before the posted hours. The Supervisor could only tell me, I don't have keys. Not acceptable."

"Nice hotel. Service and good was good. A bit old. We had the luxury of being there at the same time as ichibancon which meant parking was a complete fiasco. If this location feels the need to charge for parking then they should be much more proactive about making sure their patrons have readily accessible parking. I had to drop my mobility limited wife at the door and then park the car several hundred feet away on the other side of the convention center. Not cool Conrad, not cool."

"Staff was great on multiple visits. Arrived unexpectedly late and needed a last-minute room change due to the prior guest in the room - staff was very friendly and resolved the problem quickly. Breakfast was excellent with rapid service and plentiful options. Definitely recommend and will go back!"

"I'm a coach for Special Olympics and our county used this hotel for the state tournament last weekend. Its our second time staying at the hotel and they are consistently high quality. This trip Derrick the GM provided exceptional service. Normally their breakfast starts at 7:30 on the weekend but we had an early game on Saturday. He arranged for his staff to start breakfast early so the team could still eat before heading to the field. Greatly appreciate his attention to our needs and the staff's willingness to come in early to provide our athletes with the best day possible. Thank you!"