First off, let me say I am not one to leave a bad review as I am a pretty easy going guest when it comes to hotels, but there are a few things I draw the line at. For example, a clean and quiet experience should be a standard experience at any Courtyard location and good customer service should always be a given. I have stayed at this property at least 5 times in the past couple weeks and each time I'm here you can pretty much guarantee to smell marijuana wafting into your room and throughout the halls, even in the middle of day. Last night (3/12) early in the morning I was woken up to the people directly across from me banging on their door and yelling at the their child to unlock the door. This started around 3AM and easily lasted an hour until things settled down. I understand things happen from time to time, and even though it was unfortunate for them, the guest around their room also were put out for having to hear all of it going down. This morning I shared my experience with the woman at the front desk and told her how late and long it was drawn out, and explained to her since I got no sleep if a late checkout could be extended due to my inconvenience. She evidently could care less because I was only given 30 minutes past check out time. As far as cleanliness goes, the rooms are clean, can't deny that. However, when I looked out on the patio I saw 4 cups FULL of cigarettes butts, which would explain why the room always started to smell of smoke when the air-conditioning would kick on. Needless to say, this will be my last stay at this location and maybe even the last stay with Marriott after seeing how they treat their Bonvoy members....
My sister and I booked a room for our 79 yro mother to stay in the night before an early a.m. flight. Normally she would’ve stayed with a family member who lives in Charlotte but that person was recently exposed to Covid so she couldn’t. My mom is already stressed out about having to fly, especially solo with my dad passing away just over a year ago. Sister and I thought this looked like a good choice - we trustED Marriott. We were wrong! Mom called me crying because she couldn’t get the TV working or any Internet and said she called the front desk but they the were unhelpful and rude ...told her it wasn’t their problem and that they couldn’t do anything. Finding this hard to believe, I called the hotel And got the same person. I was shocked at how curt she was with me when I explained the situation. Forget about getting an apology or any resolution, I got the same treatment and a story about how their TV service provider was down and nobody had television access in the whole hotel, including the lobby. Nothing could be done about it until AT&T universe fixed the problem. That made sense, my mother isn’t in the most tech savvy and doesn’t have the best hearing so probably just didn’t understand. Doesn’t explain why they were rude to her and then me, But I decided to let it go, Thanked the woman for her explanation and hung up to call my mother back. She was really surprised by the answer, so as an ATT universe customer herself, She checked to see if there was a reported outage there. I hope you with that and neither one of us could find the alleged outage. We left it at that and I encouraged her to read a book, on her her way down To look for reading material, she asked another hotel guest about their TV and that person along with another one said they had no problem all day or night. She then went down to the lobby and saw the TV there was working just fine. So she went the front desk To inquire about this. She wasn’t given any type of answer or Apology but was simply put in a new room with a working TV . Too little too late - the damage was done ! Maybe this whole situation Sounds trite to you – but there’s no excuse for Being disrespectful and dishonest. Period. I don’t care how good anything else in a hotel, if the customer service is terrible you will never get any business from me again and you will Always get a bad review. Imagine arranging a hotel for your elderly and recently widowed mom, in hopes of providing a good and stress-free experience only to get a phone call during family dinner when You (and everyone at the table )can hear she is crying and confused. And when trying to straighten the whole thing out you realize she was in fact treated worse than you thought.
I stayed at this property and was very displeased. First time entering the room I notice a little table was dirty (see picture). These representive working over charged my credit card. I called the front desk to advise them of the problems. Whomever working stated they will have the GM call me. The GM never called. I definitely contacted Marriott corporate office about the issues. I will never stay at this property again. Its close to the airport but to many issues. I've learned from pass experiences that most Courtyards are horrible with customer service and the cleanliness of the rooms.
I was surprised at this Marriott property. The rooms were not clean. The shower was moldy, the bathroom mirror and frame had toothpaste spittle, there was dried food splat on the clothing cabinet doors. Also we were told when we were checking places to stay that they had 24/7 shuttle service from the airport. Our delayed flight arrived around midnight and when I called they told me the service stopped at 11:00pm. There was no coffee or food service in the hotel except for some coffee at the front desk which was not complimentary. I expected so much more quality from a Marriott Property.
Room was clean but showing some age. It was clean. Front desk staff was helpful. Bed was comfortable. This location is only 5 min from the airport and does have airport shuttle service. Usual Courtyard “restaurant”.