Charlotte Marriott SouthPark — Hotel in Charlotte

Although the hotel itself was lovely, my visit caused me much stress and disappointment. I made my reservation OVER THE PHONE in December 2017 for my July 2018 stay to insure that I received a 2 queen room. My daughter has back issues since her car accident and we both need good beds. Mobile check-in was done 2 days prior, the room charge went through the day of while traveling, yet upon arrival I was told that my room was given away and I had to take a king because they needed my room and I didn't have some special guaranteed room. NO ONE informed me when I made the reservation on the phone that such a policy existed. WHAT is a guaranteed room??? Then, to make my trip even worse the girl at the desk would not check us in without running my card again for possible incidentals when there is already a $50 a night hold included for such and then claims "a computer glitch" charged me the entire $542 again. So my careful planning meant NOTHING as an additional $542 is now unavailable to me as I wait for that charge to fall off!! The staff that tried to make up for this were very nice even though all they could do was offer M Club access and had accounting notify my credit card company after I checked out. There were other small issues like half used toilet paper with no replacement roll, not enough wash clothes or requested foam pillows, sending me on a wild goose chase for ice by a staff member telling me it's on the 3rd floor when it was on the 1st, but NOTHING compares to the given away room and double charge. After contacting corporate all I got was a sorry along with a "be assured the additional charge will fall off" and "sorry about the overbooking". I do want to say that staff-wise Jon and Carina (sorry about any spelling error!) were amazingly understanding and accommodating and Harold at the restaurant was knowledgeable...

I am confused about the reviews for this Marriott. Marriott South Park Charlotte has the worst customer service. Just go to the counter and meet Conner you will take your bags and leave. The hotel really looks good from the outside, but the nightmare starts at the counter. Conner shared his frustration about short staffing and his lack of experience, lack of support last night when several families were checking in including myself and my family. I am a loyal Marriott customer, but this relationship is over. The first room we checked in had a mold and mildew smell with black stuff on the air vent, the floor had a large puddle of water. Initially, we were told the hotel was full and they were trying to force us to stay in the room. After multiple calls to the front desk and Marriott online we were moved. More importantly, the hotel is not clean and fresh like the majority of Marriott's this hotel is dirty. Update 7/22/23 I saw the manager checking rooms and areas for cleanliness and I felt that was a great way to ensure guest have the Marriott true experience.

In a post Covid environment you want a clean hotel. I wonder if the reviews here of 4-5 starts are left by Marriott employees. Update: 7/23/23 the reviews are most likely valid when the committed staff are on duty & at the front desk. After my experience we encountered the greatest front desk & hotel staff. As a family it felt like we were respected customers at Marriott. We did fin I have stayed at Marriotts in Texas, Louisiana, New York, California, and Maryland. 7/23/23 Update: I have to acknowledge all of the hard work and recovery experience done by the Charlotte South Park team to make our family reunion a memorable time. After management was aware of my concerns they diligently resolved each issue and for that I say Thank You Marriott ...

It has being one of my worse experience in a hotel ever. I started with a reservation for two nights through booking.com and decided to get a third one directly with the hotel. my stay was Oct. 29 - Nov 1st.

the issues were:

*First time ever a hotel doesn't have a housekeeping service even during the morning and if you want to ask clean service to your room you should supposedly need to ask for it 24 hours before, first time in my life I hear a hotel works that way. even cheaper hotels has the service at least 12 hours or at least during the mornings... The front desk answer was: " due to covid situation isn't available ...if that's the case they should have it 24 hours for sanitizing and biosecurity" oh and nobody told you that when you are doing the check-in...

Second they charge to one of my cards a hold payment for incidentals and that's ok, when I made the extension for one more night I paid it full the third night with another card but for some reason front desk not only keep the first hold payment, and took the third night payment beside that they've made a second hold payment, why?. It doesn't make sense if you already has one on hold payment that covers any incidental and the third night was paid full... there's not reason for a second on hold payment.

*third after almost begging the front desk to send someone to clean the room and give extra towels or at least changes my room for a clean one for the third night, they sent someone but for my surprise when I arrived in the night I found in front of my room all the dirty towels, the garbage and the toilet used paper...

I have never ever been so mistreated in a hotel. I just stayed like three days before on the Rock Casino Hotel on AC way better and way cheaper.

I will totally not recommend this hotel and will not...