Courtyard by Marriott Charlotte Lake Norman

I had to throw away my CPAP hose, mask, and humidifier after one night because the room deodorizer was so overpowering it burned my throat. That night felt like a week. I’ve stayed at every level of Marriott as a lifetime Platinum Elite member, and this Courtyard may be the worst. There were wasp nests and an occupied bird’s nest on the tiny balcony. The bed was mushy, and I wouldn’t use the ice because the visible water filter was filthy. The pool was closed, the lobby was a mess from renovations, and the room had a small TV on the desk while the wall mount for a larger one sat unused. There was mold in shower cracks, a broken toilet paper holder, and a comically tiny toilet that even my wife struggled with. I have photos of all of this. You can’t capture the smell in a picture. Renovation work should have been disclosed on the website, but it wasn’t. I think Marriott corporate should investigate whether it wants its brand attached to this place. It should be closed until the work is done.

It’s exciting to see the updates underway here. The staff made our stay especially nice, though. They were welcoming and made us feel right at home, while being professional and accommodating. A real delight.

We were here for three nights for a wedding, and not once did anyone clean our room or bring fresh towels. The place felt run down and dirty, with dingy rugs, and the remodel work looks subpar. Our room was hot and humid when we arrived. The elevator was out of order, so we had to haul heavy bags up the stairwell, which was filthy too. The lobby is on level 3 and looks “okay,” but that may give the wrong impression of how poorly maintained the rest is. I’m shocked Marriott Courtyard lets this hotel use its name. Someone should be checking that its properties meet the brand’s standards. The whole stay was dismal.

The property feels understaffed and unworthy of the Marriott name. We came back from an event hoping to get a drink, but there was no bartender. The front desk person tried to help while guests were also checking in. If there’s a food and beverage counter, staff it through closing at 10 pm. Stop cutting corners. Breakfast was closed the next morning because the employee hadn’t shown up. When I asked why, I got stares. I asked for points since breakfast wasn’t available. At check-in, I wasn’t welcomed as a Titanium member and had to remind the desk that I qualified for points or breakfast. They gave me a puzzled look and said my rate didn’t include breakfast. After I explained my Titanium benefit, they grudgingly gave me breakfast for the next day. The room also wasn’t as advertised, with no pullout sofa. The bed was the softest I’ve ever slept in, in a bad way, and I woke after a horrible night. I’ve been a Titanium member a long time. This place has a long way to go if it wants to keep the Marriott name.