Courtyard by Marriott Charlotte Airport North

The room was extremely clean and had all the amenities you'd expect. The airport is close, and there's a free shuttle. We also ate at the bistro downstairs, which serves wonderful food if you don't feel like going out. I'd definitely stay here again.

The shuttle runs continuously and the driver was great, and the hotel is very close to the airport. But the room was terrible. The toilet lid was broken and had been glued back together instead of repaired. Ours was a handicap accessible room, with the sink outside the bathroom, but there was nowhere to hang a towel by the sink. The towel rack was inside the separate bathroom. The carpet had huge stains and the room smelled dank and musty. I asked for extra pillows and was told the hotel was full and had none. They were also out of blankets when I asked for one instead. We arrived after the Starbucks bistro closed at 10 p.m., and the sundry shop/Pantry freezer was practically empty when we went looking for something to microwave. It was a terrible stay.

The flight cancellation left us stranded in the cold late at night, exhausted and unsure what to do. Shanta got us checked in quickly, made sure we were warm, and treated us with real care. She was calm, kind, professional, and incredibly quick, even in the middle of the night. She treated us like people, not problems. After such a long and stressful night caused by the airline, she turned things around. Her empathy and efficiency are exactly what hospitality should look like. Marriott is lucky to have her, and because of Shanta we'll absolutely stay here again. Thank you, Shanta, for helping a bad night end on a high note.

Teresa and Jaleel were wonderful when our son's flight got cancelled and we needed a room at midnight. They were so accommodating and had great attitudes. What Teresa did for us at that hour was a real blessing. I'd give them both six stars if I could. Thank you, Teresa and Jaleel!