Courtyard by Marriott Charlotte Gastonia

The hotel charged us twice for the same room during my wedding weekend. My bank is dealing with it now, but when we tried to sort it out with the hotel, staff were no help. They also wouldn’t help when my cousin’s phone was stolen at the counter, or let us check the cameras to see who took it. The employees were unhelpful and didn’t listen. It was an extremely stressful experience, the worst hotel stay I’ve had, and I wouldn’t recommend it to anyone. Stay somewhere else.

This isn’t a luxury place, but it’s a nice property and about what I’d expect from a Courtyard by Marriott. The rooms were clean and well kept, and the staff were helpful and friendly.

Manager Forrest responded right away, confirmed rooms were available, and assured me the situation should never have happened. When I returned, the rest of the team were welcoming, so my stay ended on a positive note. But the problem began with front desk manager Napoleon Phillips, whose conduct was unacceptable. After I arrived at 4:30 a.m. following hours of travel, he said my prepaid reservation had been canceled because I came after the nightly audit. I explained my company had paid and even offered to pay again, but he refused and said I couldn’t check in until after 7 a.m. I had training at 8 and was left unable to rest. He shrugged when I asked what he could do. He said he was the manager when I requested one, and only reluctantly gave me supervisor and corporate contact details. He was unprofessional from the start, not greeting me or even smiling. I had to scramble for somewhere to stay. His refusal to deal with a straightforward issue caused needless stress and disruption. I strongly recommend reconsidering his employment immediately.

The staff weren’t welcoming, and this place doesn’t feel worthy of the Marriott brand or a three-star rating. It’s more like a motel. There was no cable, and the remote was wrong, so we couldn’t even watch TV. IHG Holiday Inn Express, even at 2.5 stars, is much better. Marriott hotels seem to be going downhill. Rev.dr.KLG