Worst Marriott experience ever!
Reviewed 10 October, 2021
I am a long time Marriott customer. Usually prefer Marriott when I travel for business, which I have done for over 30 years.
We were in town on business, and had reservations for a block of 8 rooms. Not only weren’t our guaranteed Corporate rooms ready when we arrived, we stood in the lobby and watched as people, who walked in to get a room, were given keys.
There is a football game today, and it looked like the fans were getting rooms, while we did not. Could the hotel be trying to get higher room rates for the rooms? Despite our guaranteed reservations, done through Corporate?
We went to our event and returned around 11pm. Out of the 8 GUARANTEED rooms, we only got 6, leaving two people in our group to go find another room somewhere…at midnight.
While the rooms looked nice, it was clear housekeeping isn’t doing its job. No cups, no hair dryer, two towels, period.
Do NOT stay here, if you can help it!
Horror Ending to a 12 hour drive
Reviewed 27 September, 2021
After a 12 hour drive I anxiously looked forward to a hot shower and restful nights sleep at the “newly renovated” Courtyard on Billy Graham Parkway in Charlotte NC. Instead I had the worst experience ever with Marriott, and I’m talking about over 40 years as a loyal guest. It started with the Bathroom sink that would not drain, so I tried to call the front desk only to discover that my phone did not work. I was therefore forced to go downstairs, where no one was at the desk. After looking around for help and calling out for a few minutes the desk clerk came in from outside, apparently on a personal call. When she acknowledged me I told her about the sink and my phone, and she told me she would put in a maintenance report and have it taken care of first thing in the morning! When I asked her what I was supposed to do tonight, she asked what I wanted her to do. I suggested a room change and was told there were none. In exasperation I asked if she wanted me to brush my teeth in the toilet bowl, and she finally said she would get someone. A guy did come up promptly, removed and cleaned the drain, poured in a gallon of liquid plumber and and equal quantity of bleach - after which the sink would drain for 30 seconds or so before backing up. But it did slowly drain thereafter so that with care it was somewhat functional. The resulting fumes however were beyond belief, permeating the entire room. My longed for shower was definitely out of the question as you could not breath in the bathroom, so we just tried to go to sleep. In the morning the fumes had dissipated so we could at last shower. I now discovered the shower door did not close properly so it was impossible not to wet the floor, which of course became dangerously slippery. There was no shampoo or conditioner in the room. There was a nice coffee maker but no hot cups. At this point I just wanted to get out of there as quickly as possible. I contacted customer service and have a case number, but as of this writing the only thing I have received is my bill, a form letter about teachable moments, and a few points (perhaps enough for a cup of coffee). Marriott Corporate obviously no longer cares about their guests, has no appreciation of loyalty, and accepts no responsibility for services not provided. I urge you, for the sake of comfort, to sleep in your car rather than at this hotel.
Not a good experience
Reviewed 8 September, 2021
We booked two rooms at this hotel for ourselves & our friends. When we checked in, our friend's room had a toilet that would not flush. We called down to the front desk who let us know they would send someone up to fix it. We waited for a while, and then left for the evening returning around midnight. When we got back to the room, the bathroom still wasn't fixed. At this point, we just had to have four adults sharing the one bathroom in the room that worked. We had to do the same thing in the morning prior to checking out and even had to use the lobby bathroom b/c of the situation. I went down to speak with the front desk to explain that a hotel room needs to provide two main things: a bed and a bathroom. Only one of these was provided. The lady at the front desk was understanding & asked if I could wait for her manager to return. I waited about 15 minutes and then decided to leave. I left my name and phone number for a return call, but as of 3 days later have not received a call. The room was $327/night plus fees so it is concerning that there was not a usable toilet. We also had a Michelob ultra empty beer can left on our balcony. We almost exclusively stay at Marriott hotels when traveling and this was one of our worst experiences with no follow up from the management team. I would not recommend staying here. On a side note, I thought the hotel would be louder due to the proximity to the airport, but it wasn't that loud overnight.
Great excellent service & hospitality
Reviewed 27 August, 2021
Had a long layover and selected this place mostly because the pictures were nice and reviews did not complain about stained sofas. It's recently renovated. The rooms where exactly as pictures described. Everyone we dealt with from Lena the night auditor who answered our questions the night before our trip to the front desk staff and airport shuttle person provided EXCELLENT service. This will be my new go to hotel should I find myself needing to do any future layovers in Charlotte. We arrived without any water and the fridge in the market wasn't working. The front desk clerk brought waters to our room and we were very grateful. Highly recommend this place. Not sure about the negative recent reviews... OUR experience was highly positive.
Reviewed 23 August, 2021
Where to begin. My husband and I stayed at this hotel for one night and it will definitely be our last!
Was in town for a comedy show and was running late or we would have checked out and gone to another hotel.
First, get to the room and discover the very nice flat screen TV would not turn on. Advised the front desk staff of this who said they would get "maintenance" to take a look ASAP.....which meant after we got back from our event!! We actually had to end up changing rooms.
Get to the new room, see that the coffee pods are nice and laid out, but no coffee maker!! I do dashing back to the old room to get the coffee maker before the key is deactivated and I cant get back in.
Ok, the next morning....get up to get ready and thankfully check out....NO IRON!! Call the front desk, and was told there was one I could come pick up.
Now I do realize staffing is very limited due to COVID related issues, but I am still paying FULL price for a stay and a little customer service is expected.
Of course at checkout no one bother to ask how was my stay.
Either they didn't care or didn't want to hear all the stories.
We travel quite a good bit (or did), and I have had some wonderful stays, one just 2 weeks ago that I noted was excellent so I am not one just write reviews on bad experiences.
I had to on this one though because it was honestly one of the worst!!
Could have just been a bad weekend for them, but stay at your on risk...