Courtyard by Marriott Charlotte/Matthews

After this stay, I checked out Monday morning instead of spending the six nights I had booked, and moved to a cheaper, much better hotel nearby. I travel for work and had been away from home since early August 2025, so I had a lot of luggage. With a recent back injury, I needed a cart, but none was available when I arrived. Staff said they'd look, yet I watched the receptionist stand at the desk while nobody searched. I started carrying my bags toward the third floor one at a time. Eventually another guest sent a cart down in an empty elevator, and I managed to get my last two bags up with it. The first room was extremely hot. Changing the thermostat did nothing, and the wall AC unit wouldn't work or even blow warm air. At about 3:30 p.m. on Saturday, the receptionist said there was nothing she could do and maintenance wouldn't be in until Monday. I made clear I wasn't staying a week without AC or waiting until Monday. They told me to wait in the room for a call about another room, but the room phone had no dial tone and was completely disconnected. I tried calling the desk from my cell, but the hotel internet was down, and when I found the number using my cell network, no one answered. I had to go back downstairs before they finally gave me a room with working AC. I moved all my luggage again. That room was fairly standard, though the mini-fridge leaked condensation, and I went to bed. The next morning I asked the different receptionist on duty for a paper plate. I usually keep some with me when I travel, and get a couple from the desk if I run out. They didn't have paper plates, and she said the bistro used regular plates. When I asked if I could take one upstairs to eat and return it, she said they weren't allowed to do that. I'm a Diamond member who spent 112 nights at Marriott properties in 2025, and I only wanted a plate for my food. It left me wondering if they thought I'd break or steal it. The attitude seemed to be “it's not my job” instead of trying to solve guests' problems. I think the staff need retraining, and it seems to me the owners may not be empowering or properly leading their team, or may lack the positive attitude hospitality takes. I suspect they may not be setting staff up to succeed. Marriott corporate did its best to make things right, so I've changed my rating to 2 stars. Marriott is great; this particular Courtyard location is terrible.

(Bonvoy member) This is a long review, but the way the hotel handled a major leak was deeply disappointing. When I checked in with my family at the Marriot on Thursday, November 27, 2025, at 7:20 AM, the hotel was clean and welcoming, and the staff were professional and helped us get settled. I left around 1 PM for a Thanksgiving family gathering and returned at about midnight. We went to bed, then woke at 7:00 AM to find the bathroom and closet flooded from a leak upstairs. The room ceiling was soaked through, and water was still dripping steadily from the bathroom light fixture. Our hanging clothes, shoes, and luggage were all wet. I reported it right away. The front desk employee asked for our room number, then said, “Oh yeah, I figured your room would have got some water damage too because the room directly above you had a bad water leak.” She said it had happened sometime the night before. I asked why they hadn't told us. She showed no empathy and simply offered to move us, which she did. I asked whether there was a washer and dryer so we could clean our clothes, which had been soaked by the nasty water from the ceiling. She first said she normally would help but couldn't because the register didn't have enough change. Then she said we could use the guest laundry and she'd exchange dollars for the coins we needed. When I asked why we should pay to wash clothes the hotel's leak had soaked, she said we'd have to use our own money. The issue wasn't the cost of laundry. It was the lack of care after our belongings were drenched, especially when staff already knew about the leak and hadn't warned us. Refusing even to help wash and dry our clothes as a courtesy felt disheartening and demoralizing. I feel let down. I've stayed with Marriot for years and value the company, and as a Bonvoy member I expected better treatment. This experience may make me reconsider staying at another Marriot in the future.

The staff are a major plus: friendly, accommodating, respectful, and down to earth. The cafe food and service are great, the same woman has been there every time we've visited, and they have Starbucks too. We had a comfy sofa and a big TV, a spacious clean room, and a very comfortable bed. There's a mini fridge, and I mean mini. There's not much drawer storage. Parking is easy and plentiful, and it's better to leave by the back exit than by the highway. The location makes it easy to get anywhere, with lots of shopping and food nearby. It's generally quiet, though you can hear traffic. We love staying here and were back for two nights this time. The bathroom lighting is poor, with a light only over the shoulder, and there's no ice on the second floor even though the signs by the elevators say there is. The commode is very low. I'm 5'2 and found it too low, and my husband, at 5'10, had an even worse time. That's why I can't give it five stars.

For nearly $200 for one night, I expected a lot more. This was a business trip, and we usually use Marriotts for what we consider luxury at a reasonable price. This was the worst one I've stayed at, and we'll look elsewhere for future employee stays. For less money, you could stay at the Hyatt DOWNTOWN and have a much better experience. The first receptionist seemed quiet and unfriendly. After a long trip, I got to the room and heard the toilet running loudly. Flushing didn't fix it, and the lever was dangling. Inside the tank, the whole arm assembly was rusty and disintegrating. This clearly didn't happen overnight. The front desk offered another room, so we gathered our things, went downstairs for a new key, then went back up. That room hit us with a strong, foul, musky smell, like a very large wet dog. There's a big sign at the entrance saying no pets or dogs. It was almost 2 a.m., and I wasn't moving everything again to a third room, so I went to open the balcony door. The floor near it was damp. I don't know if rain had come in or the carpet had been cleaned, but it was wet. The walls had a terrible cover-up paint job, with mismatched paint in the same area. Toiletries were left on the bathroom floor even though there's a three-piece wall-mounted organizer or dispenser, making my wife and me wonder whether the room had been cleaned and prepared after the previous guest. The toilet paper was partly unrolled rather than folded over as Marriotts usually do, and towels were just thrown over the hanger. I hope they were unused, because that was disgusting. There were a lot of little signs of poor upkeep. It's nice that there's a Starbucks bistro, but no continental breakfast at this price is ridiculous. Even Holiday Inns and Econolodge offer some kind of breakfast. It doesn't have to be a feast, but here you get nothing unless you pay even more ridiculous prices for a simple egg sandwich. This place feels old and poorly maintained, and left me disappointed.