Courtyard by Marriott Charlotte Southpark

I chose Marriott because I expected professionalism, respect, and steady guest service after a bad travel experience elsewhere. This stay fell well short of that. There seemed to be a system problem when I arrived, and the front desk associate, Brian, was dismissive, rude, and unhelpful. I tried to give him the benefit of the doubt, but then another guest came in and he greeted her with a smile, asked how she was, and checked her in without trouble. I don’t want to assume the difference was racial, but the contrast in courtesy toward her and me was clear and unsettling. Later, my remote wasn’t working, so I called the front desk for help. The call cut off abruptly. When I went down, Brian denied hanging up, though he was the only staff member on duty. That made an already frustrating night worse. The hospitality, respect, and inclusivity Marriott says it values weren’t reflected in my experience. The following evening was much better because of a young woman at the front desk. I didn’t catch her name, but she had long braids or locs. She was exceptionally kind, helpful, and professional. Before I left, she offered local suggestions, helped me get feminine products when the late hour meant I couldn’t get to a store, and apologized for the night before. She showed what good guest service should be. I’m sharing this out of disappointment, not anger. I hope management reviews what happened and addresses Brian’s conduct, because it didn’t meet the standards I expect at a Marriott property or the service guests trust the brand to provide.

The only problem was a leaking toilet that left water all over the floor. The staff took our concern seriously and moved us to another room. The room was clean and comfortable, and everyone we met was really friendly and helpful. We enjoyed our stay and will definitely be back.

The women at reception and the woman working the Bistro have all been wonderful. The receptionist kindly put me next to my coworker so I wouldn’t be on my own. My room is nice, though it’s odd that there’s no microwave in it. There is one on the third floor by the ice machine. My problem has been an older man working the bar on 11/4 and 11/5. He spoke to me with a rude edge. On 11/4, I ordered a burger, fries, and a cookie online for $25, around 5:30 when the Bistro opened. The menu description said the burger came with cheese and garlic aioli, but mine had neither. The online order page said I’d be notified when it was ready and asked for my room number. After 30 minutes with no message, I went down. The man said rudely, “oh it’s been ready for a while.” When I said I was supposed to get a call, he replied, “it doesn’t work like that.” He didn’t apologize for the confusion or offer to remake it, just said, “it’ should still be hot.” After sitting for 20 minutes, it was barely lukewarm by the time I got upstairs. On 11/5, after a long workday, I came down for dinner and read from the menu. I asked for grilled cheese and tomato soup. He corrected me with “ it’s actually toasted” and “ we don’t have soup,” then recognized me and said, “you were here last night so you know the restaurant isn’t here, and we’re backed up.” I skipped dinner rather than go out searching for food, and DoorDash is ridiculously expensive. I don’t know if he has an issue with me personally, but he seemed perfectly happy speaking to a man at the bar. The woman who took my order on the second night was amazing. She got me the grilled cheese and soup quickly, checked on me a few times, and was thoughtful about not interrupting while I was on the phone with my husband. I really appreciated her. I’ve worked in customer service, and I know guests should be made to feel welcome. I’m grateful to the staff members who’ve made a positive difference during my stay.

I canceled more than 25 days before the reservation, yet the hotel kept the full amount. Its website says there’s no cancellation fee for cancellations made more than three days ahead. The hotel and Expedia each blame the other, while both keep the money. Expedia told me it was the hotel’s fault. Customer service and communication were terrible. I won’t stay here or use Expedia again. An expensive lesson. Screenshot of policy.