Courtyard by Marriott Charlotte Airport LoSo — Hotel in Charlotte

Spouse and I frequently use Courtyard Marriott, however we recently stayed at the one on Billy Graham Parkway in Charlotte NC. We will not return to this one. We booked here due to Airline flights before a vacation and anticipation of connecting flights upon our return. We opted to fly in before our vacation (early departure) and return back (post customs connections), we booked months in advance. The Shuttle drivers were decent and informative both times we stayed. Lobby staff courteous and efficient (more later). Another couple we were traveling with arrived a day ahead of us before our vacation indicated the aroma of marihuana during the night was overpowering. They ate ate the Bistro but mentioned limited menu options and payments needed to be EXACT change or CHARGED to the room. We opted to eat elsewhere locally and the shuttle driver provided several options for local dining. Driver encouraged us to get on the shuttle list in the morning as hotel shuttle tended to be full. Useful to know. After our vacation our return flight was delayed and would have missed our connection so we’re glad we had booked a reservation. Again, made months in advance. We got in late got our rooms and went to the BISTRO as we had a long day traveling with flight delays we didn’t feel like going out to eat. The BISTRO still had Limited menu, poorly stocked, and no beer. The same person was working from before our vacation. The option of EXACT change or CHARGE to the room. We were told “not enough change” in the cash register. We noted only a few options from a fridge for beverages. We got the last three overpriced bottles of Desani water. We sat down and listed to another couple be told the same option. A staff manager came over and corrected the BISTRO employee, that was not policy for billing, then proceeded to instruct him on the use of the cash register for that transaction. While we were waiting for our meal. I noted the public health score posted behind the bar was an 85. I then watched the manager depart for the evening. She passed the next couple walking up to the BISTRO. Who were told, EXACT change or CHARGE to the room. Our food was not delivered together, but arrived piecemeal. We had to remind that only three meals had arrived. The last meal arrived undercooked (meatball flatbread) which suspiciously had that microwave aura in its delivery. Our party came to the conclusion the BISTRO employee’s ineptitude was due to apathy and indifference. We reported our experience and observations to the hotel desk to include how the Manager walked past the next guests after providing instructions on cashier duties to the BISTRO employee. The desk staff mentioned the shortage of cash register funds. Management probably needs to ensure the training is documented and BISTRO interactions with guests are monitored or ensure BISTRO employee is afforded the opportunity to improve. The BISTRO could become a hotel guest meeting place and thrive. Currently, it is no more than a poorly stocked, last resort. The late night marihuana fumes again indicate staff does not make rounds or ignores the issue. Lastly, in the morning, complimentary coffee urn ran out, so those who arrived late had to purchase coffee. No breakfast buffet. Poorly stocked market requiring guests to seek breakfast elsewhere. THIS HOTEL NEEDS a quality control audit from corporate. Rooms, cleanliness, lobby restroom and BISTRO.

EDIT to add. After reviewing many of the posts which address and identify a negative issue with this hotel, comments which appear to be responded to by a “standardized boilerplate apologetic drone response” from management. Unfortunately, the same issues are NOT corrected as they keep resurfacing by other guests making the same negative...

We had a bad experience here. I would not recommend this hotel, and I would not stay here again. First, we got put in a room on the first floor (basement) and right outside our room was the swimming pool which was less than ideal for privacy reasons. Our room was also located right next to the ice machine room, so that was loud. The room smelled like a musty lake house, was very dark, and it was dirty. The ceiling had dirt all along the edges, the bathroom floor was filthy, and there was dirt caked on behind the toilet. One of the days we were there, we found a cockroach in the bathroom. On the second day of our stay, there was a small gnat in my pillowcase and there was another bug in the shower. I asked if we could change rooms and the man at the front desk was rude to use and not accommodating in any way. He also tried to argue with me that I did not have a reservation for 2 of the three nights I had booked there, and then found my reservation shortly after being curt and rude to me. I tried to call the front desk to ask for clean towels and to see if housekeeping would clean our room (because they had not cleaned it). To my dismay, the phone in the room was broken and did not work. I called from my cellphone and was told by the same man at the front desk that 1. they only cleaned the rooms once every FIVE days and 2. I could come up to the front desk for clean towels. I told him the phone in our room was broken and he did not care.One of the rods in the bathroom fell off of the wall when I was trying to hang a towel on it; we noticed it had been superglued previously. Several doors to the building were not working and parking there was difficult due to limited space so we had to trek to the front of the building every time we parked in the back. There were also several sketchy people hanging out in the back parking lot at night time, which made us uneasy to park in the back. The printer and "business center" was also out of commission. Everything here seemed to be broken. The gym here was decent from an equipment perspective, but there was no air conditioning in the gym which was unpleasant. We were talking in the elevator about how unpleasant our stay at the hotel was and we met someone who said, "yeah I hate it every time my work puts me at this hotel; everything here is awful and the staff doesn't get anything done." I thought this place would be good for location purposes as it is advertised as being in southend; however, it is in a pretty sketchy area. I would not recommend it. If you are thinking about booking this place to save money on hotel costs, do not do it. It is not worth it. Book with Airbnb or somewhere...

Stayed June 29-July 4.

I’ll start with the arrival. After driving for 12hrs and waiting in line for 20mins to check in, I encountered Jasmine. Who rather than greet me with a smile, ignored my “hello” twice and asked me for my name. Major turn off after driving for so long to get there. Where was the smile and welcome committee feeling? If you choose to work in hospitality, then be hospitable!! Her counterpart (gentleman from Patterson, NJ) who somehow was not able or trained to help check guests in, did his best to maintain a friendly environment. We then met Vito who was a gem the entire 4days we stayed. He was friendly, accommodating (as best he could considering there was a “towel shortage” among other things). By day 3 (Monday, July 3) one of my children was unnecessarily questioned about sitting in the “courtyard” - where guests are supposed to feel comfortable to relax. A tall (Caucasian) woman (Assoc Director of sorts I believe) asked her if she was staying in the hotel and if so what room. Certainly my daughter responded respectfully but was made to feel like she was doing something wrong on a Monday morning/afternoon of vacation. The woman (don’t recall her name), whom I happened to see conducting business in the cafe (where I happened to working from as well), claimed to have seen my daughter several days and wanted to confirm her stay. We never saw that woman until that day. Why the questions? I confirmed w/the women at the front desk (w/dreadlocks) that she was not causing a disturbance, so why the questions? The only way you can access the hotel from the patio is with a key card. So if she REALLY saw my daughter previously (and never was she by the pool…), wouldn’t that lead one to believe she was a legitimate guest and not a squatter? We never saw that woman until that day. The reasoning was a lie and the employees confirmed it!!! That said, Fred was also VERY kind after I inquired about the use of the patio. Told me if there were any further “inquires” by anyone, to direct them to him as he was a front supervisor. All in all, I was disappointed, esp in comparison to my last visit to Charlotte, but your strong employees made up for your short comings. Ironically, on Monday, I also heard one of the cafe employees say he didn’t know how to make an omelette - in front of the customer!!! Your prices are not such that all of these mishaps should be expected. You must do better. But so many thanks to those who went the extra mile to accommodate the guests. And you...