Residence Inn by Marriott Charlotte Lake Norman

The receptionist who handled both check-in and checkout was wonderful, which was the one bright spot in an otherwise awful stay. The building felt dated and below what I expect from a Marriott hotel. We were traveling with a person with disabilities who had an accident in her diaper. We took care of it right away, cleaned the area carefully, disposed of everything properly, and got a trash can from housekeeping in the hallway. There was some odor for a while, but no waste was left behind. Even so, General Manager Leon Snow charged us a cleaning fee. When I called to ask about the charge and what had been found, he was rude and argumentative. He said he would only discuss it after I watched video footage he planned to email, then hung up while I was trying to clarify. Later, he refused to talk again, saying he wouldn't “debate” it. The amount kept changing. He first quoted $150, then lowered it to $75, although he acknowledged on a recorded call that he couldn't confirm whether what he saw was fecal matter. He also identified himself as the Regional Manager during that call, though he is the General Manager. After the $75 fee was applied and the matter settled, he continued emailing me in a passive-aggressive way and falsely accused me of having a party in the room. I sent photos of the room after we left to show there hadn't been one. His conduct was disrespectful and completely unprofessional. This has made me rethink staying at this property, or even at a Marriott again. I hope Marriott looks into the location and its management so other guests aren't treated this way.