AC Hotel Charlotte City Center — Hotel in Charlotte

THE ONLY REVIEW YOU NEED TO READ!

If I could give this hotel negative stars I would. I feel quite confident the 75 to over 100 people that were in the same situation as me this past Saturday would agree. Save yourself time (A LOT OF TIME), money, and sanity and stay anywhere other than here. You’ll thank me….. I promise.

From the moment you pull onto the property the parking garage is not adequately labeled and you’ll end up walking a mile because your level doesn’t have an elevator. Once you are in the building you can only access the floors by 4 elevators. THE ELEVATOR SITUATION IS A NIGHTMARE!!!! There are plenty of other reviews complaining about this as well. You will wait, and wait, and wait, and then ride, and ride, and ride. It is ABSOLUTELY ridiculous and quite frankly a safety hazard. Check in is at 3pm. We arrived at 3:45pm to wait in a mile long line (which is directly in the middle of the elevators by the way) just to be told our rooms were not ready. Keep in mind we were staying for 1 night for a concert that started at 5:30pm. We were told someone would call when our rooms were ready. LUCKILY we had friends staying there that had 1 room ready so we got ready and kept our belongings in their room while at the concert. 9pm rolled around…. still no call. We go to the concert and come back (along with hundreds of others who were staying there) to be trapped in the ground floor lobby waiting on elevators because their “stairs were closed”. After waiting 30 minutes we got in an elevator. We then proceeded to wait in line for AN HOUR at midnight to hopefully check into our room. At exactly 1am I reached the counter to check into our rooms. ONE IN THE MORNING. Paid $422 to literally sleep in a room that once we got into were welcomed with broken AC. I’m 99% sure our sheets were not changed because I woke up to find a large pill in our bed that was not ours. How lovely….. The staff is rude. The lighting in the bathroom is poor. Our shower had a leak and flooded half of our bathroom. We got charged twice for parking when only one room had a vehicle. We got charged incorrectly for TWO rooms. It was a hellacious experience and I will NEVER stay there again nor recommend it. STAY SOMEWHERE ELSE BECAUSE THIS HOTEL IS A...

I worked for a decade in the service industry and I appreciate that sometimes people are having a tough time. In light of that I have never written a review like this, but the service in this hotel from every single department has been so sub par for 12 days that it feels necessary. It’s a beautiful hotel staffed by begrudging or incompetent people with a startling lack of management.

The front desk seems friendly but consistently ignores or flat out refuses assistance. Covid protocol says that housekeeping comes only every four days. When they did not, we started to leave our trash and dirty towels outside the door at night. For a short stay, no problem, but by day 6 we were using hand towels to dry off after a shower. It took three hours and three phone calls before they sent clean towels. Each evening they said housekeeping was scheduled to come the next day. They did not come on the fourth day, nor day 5, 6, 7 or 8. On day 9 I asked the housekeeper outside our door if she was coming today and she said we weren’t on her list. I gave her $10 and asked if there was any way she could just change the sheets, towels and trash bags. She was the one shining light in a very dark two weeks.

Food deliveries were a disaster, being sent by hotel security to the wrong lobby (there are two different hotels within the building with two separate lobbies) and once back out to a completely different hotel in a separate building. When no front desk person could locate my second delivery, I ran down to the lobby in socks to meet the lost delivery guy. The security guard stopped me to insist that shoes were required in the hotel.

My key got demagged somehow when I was at the gym. The front desk clerk asked to see ID, and I explained it was in the room, at which point she asked for the address on file. The room was reserved in a block by the company booking agent, so the address was unknown to me. I was surprised when she responded with snark and refused to give me a new card until I got company management on the phone to verify it was me, because she had interacted with me half a dozen times already.

I am blown away by how bad the experience was, and relieved to be checking out tomorrow. Goodbye, lovely hotel. Good riddance, AC...

Worst AC I have ever stayed in

As a frequent traveler, I have seen a lot of hotels over the years. I tend to favor Marriott properties, as I receive benefits, as a top-tier member of its Bonvoy loyalty program. To this point, I have found Marriott’s AC properties to be pretty consistent: clean, modern and efficient. However, that has now changed, having spent a night at the AC Hotel by Marriott Charlotte City Center. This property is far below the standard one would expect of this hotel brand. My main issues were as follows: Noisy room. Having been upgraded to a suite, upon arrival, I was very grateful. However, as the evening went on, that changed. The HVAC unit was extremely noisy. Even when I switched the unit off, it was still making noise! Staff indifference. In the main, members of staff were unwelcoming and exuded a couldn’t-care-less attitude. While a number of them warmed up a bit, when I engaged them in conversation, the initial impression is quite off-putting. Valet parking – no valet! When I went to check out in the morning there was no valet to bring our car. I texted the number given at 07:08 and received an acknowledgement. About 25 minutes later, I received a text saying there were no valets available to retrieve my car and to try again in 10 minutes! Having made contact with hotel staff, I was handed the car keys and told I’d need to retrieve the car myself. They told me it was on level P4 – that was it! I ended up having to wander around that parking level until I eventually found it. Needless to say, this was all pretty stressful, given that I needed to get to the airport to catch a flight. To add to my frustration, it was only when I raised the matter that they agreed to waive the valet parking charge of $40. More disappointingly, it will cause me to be less confident in choosing AC properties, in other cities, in the future. To my mind, this property does not meet the standard necessary and Marriott ought to consider rebranding, if it wishes to maintain confidence in its...