Four Points by Sheraton Charlotte - Lake Norman

I arrived at 6:45 p.m. to a room that was filthy, smelled of mold, and had a large mattress stain. I booked through American Express, only to learn the booking had been passed to Expedia. They moved me to a suite they said was much better, but it was still appalling. The bathroom light fixture was open to the ceiling with only a bulb in it, and it made a loud swirling noise. The curtains were stained and hanging off their rod, and the kitchen curtains had food stains. There were shoe prints on the bathroom floor, and the towels need replacing. I’m sitting in bed looking at the curtain still hanging off the rod. The furniture is old and damaged, even though they’ve put in a few new items to freshen the room. There wasn’t even a laundry bag. They control the room temperature, and you can’t adjust it. I told them I have PTSD, yet they put me beside the parking lot where people kept beeping their remotes. There was no bar or place to eat except across the street. The breakfast they offered cost $10. Most hotels give you complimentary continental breakfast and coffee, and there are plenty of good breakfast places around here anyway. I asked for a manager right away because I couldn’t reach American Express, which is another issue for tomorrow. As a Davidson, North Carolina native, I’m disgusted with the room I was given. I will never stay here again when visiting family. It’s worse than a roadside motel and doesn’t belong in the Lake Norman area. I don’t know how Marriott stands by this hotel. It should be condemned and rebuilt.

I’ve stayed here twice, and both times I appreciated how friendly the staff were and how clean the place was. The view is nice, and there are restaurants close by. One young woman, I think her name was Jennifer, really stood out to me. Her work ethic and passion for the job showed, and she was kind to people and gave excellent service. She’s a wonderful person and employee. 👏

The reception team and cleaning staff are excellent, and the people there are great. I want to raise a concern about a petite woman on the cleaning staff who speaks both languages and, if I’m not mistaken, is in charge of the other cleaners. I saw her using marijuana at work and being rude to employees. One employee ran off crying in the rain after the way she was treated, though the girl had not disrespected her at all. Nobody deserves to be humiliated like that. Doesn’t the hotel realize that this person’s marijuana use could hurt its reputation? Staff should be alert and focused on their work. I hope the hotel takes this into consideration and remembers that people deserve respect.

The staff were kind, and the common areas were clean, but we won’t stay here again. Every interaction with the front desk staff and chef was pleasant, and they seemed to be doing their best. Still, the stay was disappointing and far from restful. The noise was constant. The bar stayed open until 2 a.m., with the crowd echoing through the ground floor, and a large wedding party was loud well past 3. We heard doors slamming and people taking the stairs at the end of the hall. In our room, we found toenails on the floor and dirty bathroom fixtures. The beds felt worn, and a pad under the sheets kept sliding into uncomfortable lumps. I didn’t want to pull back the sheets to fix it because I was worried what I’d find. The pillows flattened as soon as we lay down and gave almost no support. My mother-in-law’s toilet didn’t work and overflowed on the second day. They had to check out three hours early because they couldn’t stay in the room with that health hazard, yet no discount or compensation was offered. Breakfast wasn’t included, which was disappointing given the room prices. The pool area could have been better kept. Our heating and AC barely worked. The fan wouldn’t start, the heat made the air smell almost like something was burning inside the unit, and the cooling setting kept cutting out, so the room was uncomfortable at night. Between the noise, cleanliness problems, and maintenance issues, we’ll find somewhere else next time we’re in the area.