Courtyard by Marriott Charlotte Waverly

We’d stayed here several times before and had good experiences, which made this especially disappointing. We had a non-refundable, one-night booking for the upcoming weekend, but with a major winter storm forecast for North Carolina, we asked Expedia to move us to another weekend for safety. The hotel refused. I then called to speak with the manager on duty, Angela. She was shockingly dismissive and showed no empathy or concern about guest safety during a major weather event. She blamed Expedia, even though Expedia was trying to help and said it could refund the stay or move the date if the hotel approved. I told Angela I was disappointed that the hotel wouldn’t make a reasonable accommodation in these circumstances. The call ended with her hanging up on me. That was unprofessional and far below what I expect from a Courtyard by Marriott. We won’t return, and we’ll reconsider staying at other Marriott hotels. Guest care and customer service are the main reasons we choose Marriott, and this experience didn’t come close.

The rooms are clean, the staff are wonderful, and the location is perfect. I love this hotel and will book directly with them from now on. This time I booked through Priceline and selected a room with more space than I usually get, since we were going to babysit during our stay. When we arrived, the room didn’t match what I’d seen on Priceline’s website, and Priceline couldn’t help. Manager Layla accommodated us as a courtesy because of our situation. Staff interactions are always lovely, especially with Joel and MK, who are consistently professional.

Booking ahead on the Marriott mobile app was really convenient, and check-in and checkout were easy. The room was perfectly clean, and we slept well without any interruptions. Even the elevators smelled nice and were working properly, which is always a plus.

The rooms are beautiful and clean, and the service staff are great, so I wish I could rate this higher. But the air system ruined the stay for me. Cold air blew onto my face all night, and there’s no way to switch it off because it’s centralized. I slept badly and woke up with a sore throat.