Courtyard by Marriott Charlotte Ballantyne — Hotel in Charlotte

I booked a room a month before my trip but received no confirmation email or any type of receipt. My trip got cancelled the evening I was supposed to travel, due to airline cancellations from severe weather. I wanted to call the hotel to cancel my room, but I could not remember where my stay was booked at that point. I had no email to reference, no google calendar event, and several weeks since booking. All I could do was wait until my card was charged to finally see which hotel I booked. At this point, they refused to refund me, even after I explained the all of this. They could not provide proof that their system successfully sent me with email receipt. If they could have, I would accept that they did their part and could only blame myself, or perhaps my email service, for this issue. I combed through all my email folders (including trash and spam) and am confident I never received any communication whatsoever from them - no receipt, no trip reminder, nothing. We are living in an age when email receipts and reminders are infallibly automated and trusted by customers. I should not have to take a screenshot of a webpage after booking just in case their email system malfunctions. I understand that the hotel needs policies to protect their business against lost revenue, but I don't see what they expect from a customer when their flight gets canceled against their will and they have no records to reference in order to provide proper notice about a canceled trip. I should also add, I had to call repeatedly in order to get in touch with a manager who could "help" with my issue. I left several messages with no call back over the course of several weeks until I finally got lucky calling on the third try. In summary, this was an exceptionally poor experience with Marriott business systems and also poor customer service from the folks working at the Ballantyne location. There is something especially frustrating about paying for a service that you did not receive, when you were not given the tools necessary to abide by the otherwise fair cancelation policy. I will not be booking with Marriott going forward, and I highly recommend anyone reading this consider avoiding...

I am writing this review as a complaint to this Ballantyne hotel, and the fact that I had no idea there were two Marriot Ballantyne hotels (AC and Courtyard) , considering I don’t live in Charlotte. Marriott is not standing behind their brand. I stayed an AC Marriott when I found out at the airport from a colleague that I made a reservation at the wrong hotel. I reach out to Marriott directly to explain my mistake and ask for help. They started a case number and said they would reach out to the manager at the. Courtyard Ballantyne- and they felt confident because of my loyalty to Marriott that I would get a refund or something would work out. I did not get a call back from the manager until over a week later. Additionally, I had reached out with multiple phone calls prior to getting a phone call from the Courtyard Marriot . When I finally spoke to the very rude manager, he informed me that it was my fault and that I had made the mistake and therefore there was nothing you can do about it. I pushed back, saying Marriott is a brand, and I feel like Marriott standing your brands. I could u detest and if I randomly cancelled - but I stayed in a Marriot Hotel!! (The AC Ballantyne) . In a snarky way,, he basically said to me too bad, and you have to eat the cost of the extra night, even though I stayed the other Marriott Ballantyne for two nights. this is the kind of customer service makes me very sad. As a small business owner one night makes a difference. He could have easily done the right thing, been gracious and supportive of the Marriot brand. Instead he took the short view. Shame on Marriot for training managers to treat customers like this

As of 4:18pm EST on 4 March - this has not been resolved and I am left to pay for a night at a Marriot I did not stay at. (Happily paid for two nights at one I...

This is a great upper-3-star lower-4-star hotel. I was here for a week, splitting my time between business and volunteer work.

The room was spacious, immaculate, and a great value. The staff went the extra mile in every way. The front desk staff were friendly and helpful, and even arranged to collect my (self-serve) laundry the day I left for work and forgot it in the dryer. Housekeeping was excellent and kept me topped up with everything I needed.

The gym is small, but very clean with good equipment and I never had to wait to use one of the 2 treadmills. There is a pool, but I did not use it -- it's too small to do laps, and there is a window from the lobby looking over it.

The restaurant (Bistro - order at the counter to dine in or takeaway) truly exceeded expectations. I ate most of my breakfasts there, and several dinners. The food was good (surprisingly good french fries!). Everyone at the restaurant did a great job, juggling taking orders and cooking, but there were 2 stand-outs: a young blonde woman (did not get her name) went out of her way to be helpful and make sure I had what I needed. Also Mary, who after my breakfast order the first day, remembered every morning what I liked and had it ready to go.

The location cannot be beat. There are several shopping centers and restaurants a short walk or drive from here. I could walk to my office. It's also not far from the airport.

I slept pretty well here, but very light sleepers will want ear plugs. I had one neighbor who was a bit noisy. There is a door to the stairs that has shrieking hinges (I probably should have reported that to maintenance). It was the only issue I encountered here, and in comparison to most hotels of this type, it was pretty quiet.

All in all, a really solid hotel and I will definitely stay here again the next time...