SureStay by Best Western Charlotte Matthews

The employee on duty, Gabriel, was professional and contacted the third-party service for us. He helped get our reservation refunded, and his customer service was the one good part of the experience. I had booked two nights because the price was reasonable and Priceline showed a rating above 8. After confirming, I read more recent reviews and found over twenty complaints about strong odors, mold, urine smells, peeling wallpaper, mismatched bedding, hair in beds, bed bugs, brown or rust-colored water, and other cleanliness problems. I asked to see the room before paying the incidental fee. What I saw matched those reviews, and the room's condition confirmed the problems were real. Since we had booked through a third-party service, we had to work out how not to be charged. I'm sharing this so future guests read the recent comments closely and inspect the room before committing. I hope conditions improve, but as of now I'd recommend avoiding a stay for health and safety reasons.

We couldn't stay, and I was not refunded. Our family got headaches, itchy eyes, and felt sick as soon as we entered. There were layers of black mold painted over. They make you park at chilis across the street. If you care about your family, keep them out of this place. They have deadly living conditions, yet won't refund you. I've reported them to law enforcement, the health department, and my credit card company. Before this address was shared with “Best Western”, it is now an insurance company and “Felix Hotel”. The Manager of the actual hotel will lie and say he refunded you while people staying there are at risk. You care more about money than people's lives. Paint is not a renovation, it's a cover-up, and you should be ashamed. I believe Agoda, the site I booked through, may be running a scam through booking.com. It seems like they place a reservation for you using their own credit card, then receive your refund instead of returning it to the card they took the money from. That's just a hunch based on my emails. I contacted booking.com even though I never used their site to book, to see if there was any truth to it, but they haven't replied. I've never experienced a hotel like this and pray God protects others from going through what I did. BEWARE IF YOU DON'T WANT ORGAN FAILURE!

The second room, 127, locks you in the bathroom for 20 minutes. I was here on business, and that's unacceptable. My first room, 130, had hairballs left in the bathroom. There was missing trim on the mirrors, peeling wallpaper, and uncomfortable beds. They've got a lot of work to do before this could even be a three-star hotel.

The room was decent for the price, and breakfast was hot. They have a waffle iron and make the waffles fresh. Good value for the money.