I truly enjoyed staying at this location. The property was beautiful and the staff went above and beyond. I was met with the pleasurable smile of Adrianna. She was very helpful and nice. However my superstar was Porfirio. He was so gentle and understanding. Porfirio's empathy and world class customer service skills brightened my visit. His effective listening and eagerness to help definitely left a permanent positive memory for my lovely experience. You're gonna enjoy staying at the Marriott. Make sure to tell Porfirio and Adrianna hello and to please keep up the good work.
I could not believe the bad experience I had with such a highly rated hotel. First, there was confusion at check-in since my company paid for the room but they insisted on my card to pay for the room, not just as a hold, but to debit my account. I did not make a scene as I knew I could have my corporate travel agent handle it the next morning but the night desk clerks were just rude after this and not helpful at all when checking in or answering questions about amenities or the area. I got to the room late at night after travel so just wanted to order dinner and relax. Turns out, they do not have room service but the website says they do. I tried to go to the hotel restaurant, stood at the front door for a while and when no one came to greet/seat me, I went across the street for takeout. I came back and tried to get a water bottle from the vending machine but got a Mtn Dew (not the first complaint on this subject as I found out). They give you one coffee each (1 caff-1 decaf) and two paper cups in your room. After the first day when you've used your coffee/cups, there is no housekeeping that asks if you would like more (I understand not cleaning each room during stays but replenishing what you've used would be nice). I had to wash my paper cup to use again. The front desk person later told me you have to request this each time but again, not told to you until you get back from all-day meetings and have no coffee for the next morning. There is a cafe for breakfast/lunch and they were very nice, the food was good and fresh; a welcome change from the rest of the "high-end" hotel and staff. This area of Charlotte is a beautiful city but I have asked my travel coordinators to never book me at this particular hotel again.
Service was wonderful. I stayed here last weekend for a conference that is normally once a year, but the past 2 years were cancelled because of the pandemic. "No problem" was said over and over again, to accommodate our large group, as we celebrated finally being able to reconnect. We stayed up LATE, chatting at the bar. "No problem," the bar tender said. Her service was excellent, her cocktails were top notch. I asked, "Can I take my carafe of coffee from breakfast buffet to the conference room for the morning meeting session?" My waitress replied, "No problem." Her service, too, was wonderful. I forgot to request a late check out, which I needed. I hustled to the front desk at 11:30, half an hour after I was supposed to have vacated my room. "No problem," the desk associate said, "We'll take care of you."
Scott Comey (Turn The Dial Coaching)
This hotel is very well done and has plenty of food options on site. I had nothing but great service from every employee we ran into. The location in downtown is very convenient to Nascar Hall of Fame and Epicenter. The rooms are very nice and has a fridge. We did use the gym which was probably one of the nicest, most well equipped I've seen in a very long time. There were really only two negatives and they were big ones for us. For one, they do not have a pool. Super bummed about that. The other bummer was there is a night club right across the street and we it is LOUD at night. Made it hard to relax until the music finally got quitter around 10-11pm. Overall, I will give it 5 stars though because food options, a good gym, clean rooms that are well appointed and exceptional service.
Rooms are clean and the hotel itself is nice. Great lounge for platinum members. BUT its not a great marriot for two big reasons. 1) beds and pillows are garbage and 2) Ive had issues with the service. The people working there are nice enough but on multiple occasions I have called the front desk to no answer. Then I walk down to the front desk, and someone is standing there. Plus, I have told them while checking out to send my folio via email. I didnt get them so I called and asked they do so. Still a day later and nothing has been sent. Ive stayed a Fairfield inns with better customer service (and better beds). Also, three stays in a row I have showed up to the soap dispensers in my bathroom being empty. Im not a super picky guy but come on