Plus Lower South End

The room had been given a facelift, but there was no hot water. When I mentioned that at checkout, the representative just said, "ok". This is now a Marriott, not a Best Western. I chose the location because it’s close to CLT. The check-in representative was still getting used to the changes in the check-in software. There was also a towing sign in the lot. When I asked how the towing company knew which cars to tow, the first answer was, "Oh, they're not doing that." After I pressed for an explanation, the representative looked for a parking badge.

We got moved to another room after 1 a.m., exhausted and not wanting to pack everything up again. In the room we left, I’d found a roach under the covers when I pulled the sheets back, and my friend killed it. I called the front desk. They still had no bug spray, but offered to move us. The replacement room had hair behind the door and walls with rushed patchwork, so we just tried to ride it out. The staff I dealt with were kind and helpful within their limits, and everything seemed in order when we first arrived. Check-in went smoothly, they were professional and accommodating, and they honored my room request. My children’s room was clean and comfortable. Mine was different. My eldest daughter and I both noticed a faint mildew smell as soon as we went in. It wasn’t strong, but it was there. I travel a lot and bring my own cleaning products, so I dealt with it myself and moved on. The next morning, my two younger kids went down for breakfast, then my middle daughter followed later. When she returned, a large flying roach startled her at the door. She came to ask for bug spray, but all I had was some OFF left from another trip. I told her to call the front desk. There was no phone in my room, which was inconvenient and unacceptable, so she called on her cell. They said they had nothing to help with. She tried our spray, and the bug flew aggressively toward her. I calmed her down and got rid of it, then we carried on with our plans. That night, after a fun evening out in Charlotte, I was ready to relax. We’d also had no phone in my room to call the desk. The property itself needs a lot of work. I understand it’s transitioning to become part of the Marriott brand, but after the mildew, the roaches, and the replacement room, I can’t see staying here again or recommending it.

For one night, the value was definitely there. Nothing fancy, but my room, the lot, the gym, and the front desk were all okay and everything worked fine. Free breakfast was a nice extra. I had a good stay and loved it, so I’m not sure why there are so many negative reviews.

The room smelled, the pillows were too soft, and it wasn’t the best experience. We’d checked in and changed before heading to a meeting, but on the way out we realized we’d forgotten something. The door wouldn’t open again, and it took staff 45 minutes to get it open, making me late. We were told there’d be a $100 insurance charge refunded at checkout, then told the refund would take 7 to 10 business days.