SpringHill Suites Charlotte Airport

The truck noise from the highway outside was so loud that it drowned out the drip from the tub faucet. The toilet lid wouldn't stay up, so it banged against my back and stayed there whenever I sat down. Gross. When we reached our room, the security door guard was open, leaving the door propped open and the room accessible to anyone passing by. We went in and saw a towel over the desk chair. I went to get another room, but the second one was subpar too: an enormous stain on the couch, a huge ink stain on the carpet, hair in the bathroom sink, cracked tiles, and ripped wallpaper in the hallway. Find a different hotel. This isn't the quality I expect from SpringHill Suites, and I wouldn't stay here again.

The shuttle made getting to and from the airport easy, just a quick 10-minute ride. At SpringHill Suites by Marriott ; Charlotte, NC, the rooms felt roomy and well laid out, with wide, clear paths that work for people using mobility devices. After time in the Carolina heat, the AC felt like a quiet little oasis. The whole property had a peaceful feel, suitable for a family getaway or a business trip. Staff greeted us with warm smiles and easy conversation. They were friendly, and they knew the city well enough to point us toward Southern food beyond the hotel. The shuttle ran reliably and the staff were accommodating, so coming and going was simple. Breakfast had something for different appetites: omelets, scrambled or boiled eggs, warm oatmeal, golden waffles, fresh coffee, and hot tea. Two thumbs up, and a nod to Excellence.

Breakfast started in the dark. When I asked the host at 6:30 if the lights could be turned on, she said she wasn't ready and rolled her eyes. She eventually switched them on at 6:35, still with an attitude, so we ate in the dark until then. At 6:47 she began pulling chairs off the tables and slamming them onto the floor. Check-in had already been a poor start. With no line, I waited about ten minutes while two men behind the counter seemed unsure what they were doing. The room also had water dripping behind the shower wall, which had two large cracks. The host's rudeness means we won't stay here again. She could use some customer service training.

The room was the reason I left after one night of a planned two-night business stay. It was dirty, with stains on the walls, couch, and floor, what looked like black mold along the baseboards, and furniture that seemed long overdue for cleaning. The door's safety bar was broken, which made me feel unsafe traveling alone. The next morning, checking out was no better. The man at the desk told me to throw my keys in a bowl. I asked politely for a printed invoice for work, but he rolled his eyes and said it would be emailed. When I asked again, he snapped that he didn't have time because he had two things going on on two different computers. I never got a printed copy. Even arrival was discouraging. The front desk clerk was sitting near the entrance on her phone, barely looked up when I came in with my bags, and asked if I was checking in without a greeting. She seemed uninterested and unhelpful when I had a problem with my card. After a long, dark drive, I stayed anyway, though I should have taken that as a sign to leave. I've been a Marriott Bonvoy member since 2019 and expect a certain level of service and cleanliness at Marriott properties. This location fell well short. The staff were unprofessional, the room felt unsanitary, and I felt unsafe. I won't return or recommend it. I moved to another Marriott in Charlotte, which thankfully restored my confidence in the brand, but my stay at the SpringHill Suites Charlotte Airport was unacceptable.