Courtyard by Marriott Charlotte Airport/Billy Graham Parkway
Another courtyard, Marriott, which is actually a red roof inn in disguise The brochure shows a beautiful pool with a hot tub check out my photo. The hot tub has been filled in with cement. the first night I had no remote for my TV and they said they would fix it the second night I had no remote for my TV The third day they gave me a remote over the counter that night the remote did not work. The brochure says enjoy cocktails, and dinner with your friends. There are no cocktails because the hotel has not renewed their liquor license this, according to the manager. they say enjoy breakfast at 6:30 the person running the breakfast was late every day past seven a total disaster . Do not stay here.
Let me first start by saying that I am a Platinum Elite member and this is not flexing but to give everyone some context on the level of service that is expected. I booked a room as a delay resulted in having to spend the night in Charlotte. I checked into the room using the Marriott APP and when I arrived at the hotel the receptionist communicated that all the rooms have been booked with none remaining. Marriott offers a Ultimate reservation guarantee for situations where the hotel is unable to honor a reservation - the hotel is required to find and pay for a room at a nearby hotel and offer some sort of compensation to upkeep the promises made by the Marriott brand. The receptionist had no knowledge of what I was talking about and said "the manager is not in" so he wasn't able to assist me, leaving me on my own to figure out what to do next. This clearly shows how uncaring, unorganized, and unknowledgeable the hotel staff here is. If you decide to stay at this hotel be prepared to receive no assistance if any problems come up. In my opinion it's better off to go find another hotel rather than having to deal with a headache. Lastly, the hotel seemed to be poorly maintained from the outside to the lobby. Maybe the hotel is understaffed and doesn't care. Lastly, I was never able to stay the night so I can't say much about the rooms it self. I would give 0/5 stars if I could. STAY AWAY, this hotel needs help! To the manager and staff: I hope you respond. Love to hear what type of excuse you come up with.
We arrived there was no remote for the tv and only 2 small pillows. When we made the reservation we had requested extra pillows due to my husbands health issues. I went to the front desk and asked for additional pillows and a remote. I was given one pillow and told he would look into the remote. That was over an hour ago. Still havent heard back. When I returned to the room I discovered that there was only one clean bath towel. We tried to adjust the heat because it was very warm. When we did the unit started roaring. We had to turn it off because it was so loud. There is no phone in the room to call the front desk. This is the worse hotel experience we have ever had. We chose Courtyard by Marriott because we usually have great experiences. This has changed. My husband tried to call the front desk on his cell since there is no phone in the room and the call went straight to headquarters. He did file a report with them.
This hotel has gotten sketchy, plain and simple. First the Bistro never opened due to staff issues. The computer printer did not work, nor did the front desk's. That being said, the smell of pot filled the air as I got off the elevator. There were cars sitting in the parking lot and front entrance all night, people coming in and out of the hotel and going to the cars. Lord only know what was going on. The room only had one towel but it was clean. The staff was courteous but also lacked a sense of caring. I don't think corporate Marriott would like what this hotel has become.
First and foremost I want to mention the front desk receptionist that was working Sunday evening around 8:30 in the evening. I'm kicking myself for not remembering her name but she was SO professional, courteous and sweet. When I checked in, there was a family that was surrounding her. I'm not sure what the issue was, if they wanted rooms close by or what, but they had her completely surrounded. She handled them amazingly. During my check in, an older gentleman came down, cut in front of me while she was clearly helping me, and demanded her to make him new keys. He kept trying to shove his keys over mine. The front desk agent exhibited great patience while this gentleman was behaving rudely. I finally spoke up and told him to wait his turn. She was honestly really great. I do have some criticisms: first off, if you are a hotel that offers an airport shuttle and advertise an airport shuttle, there should be some kind of reimbursement for taking an Uber, lyft or cab to the airport when it is explained the shuttle is out for the week. Maybe this is something I should have asked. My room (410) was comfortable and clean for the most part but parts of the carpet weren't vacuumed, there was still some trash in the trash bag, soap scum on the shower shelf, and I didn't have any washcloths just bath towels and hand towels. None of these were big issues for me, I've worked in hotels for 10 years and I know how stressful it can be especially now. I was only using the room to sleep in for a few hours before heading back to the airport. Thank you for a great stay!