Element Charlotte Uptown — Hotel in Charlotte

The absolute worst experience ever. I gave 1 star because of the cleanliness of the room which was expected because they are new. From the time I arrived, I did not feel welcomed. I was not greeted by any of the staff which was a red flag but I remained positive. 2.Getting to my room after checking in it was not what I expected at all. We had 3 guests and booked a studio Queen. Prior to booking, I called twice (once to confirm that they were open and the other to ask the difference between the standard Queen and studio Queen. I was told the difference was the full kitchen . I then proceeded to ask if there was a pull out sofa in the studio Queen and I was told yes so I booked that room based on that conversation. To my surprise there was not a pull out sofa. I then called the front desk to let them know of my concerns about the room and of course the person that I spoke to was rude (unfortunately I did not get her name) but she recommended to upgrade the room to a 1 bedroom King Suite and pay more. That was not an option for me being that my card was already on hold for $540. Again I am positive about the situation but no longer wanted to speak to this person because of her attitude so I requested to speak with a supervisor. I was then put on the phone with the front desk manager, Yasmine. After she explained the same thing I told her it was fine and requested a roll out bed. With attitude she told me that they don’t have roll out beds (though it is advertised). She also mentioned upgrading but then proceeded to say that all of those rooms were booked. By this time I am frustrated with the entire conversation and asked for a downgrade being that the only difference was the full kitchen. We did not care for the kitchen , only the pull out sofa for our 3rd person. Yasmine told me she would look to see what’s available and call me back. I asked her for corporates number before ending the call and she gave it to me. 10 minutes passed and I did not hear from her so I went to the front desk. Before I could say anything she handed me the key with the nastiest look and to avoid an exchange of words, I accepted the key and left. We were put in room 314 Standard Queen which was roomier than the first one. We made it work. As far as the downgrade, the room was changed but the price did not reflect. After about an hour of check in, I went back to Yasmine and asked when the change would reflect and she replied that she is working on it. That was my last time seeing or talking to Yasmine. I then began a conversation with Zan in regards to these changes the next day. She told me that she would check on it. I also asked for corporates number from her and she went to housekeeping and came back with a different number than was provided by Yasmine and told me that it was HR and to ask for Nancy. I did not speak to Zan again until the day of my checkout. By this time I noticed that my rate for the room had been changed to ROML in the app which I inquired about. Unfortunately not only did Zan not have a valid number for corporate but she also did not know why the rate program had been changed. I asked to speak to another manager but she told me Yasmine was the only front desk manager. She then told me that Yasmine told her that she was not able to change the charges due to it being a courtesy room change. At this point I’m pissed because where is the courtesy in downgrading my room and charging me the same rate. She then says that she won’t check me out and that the night auditor, Matel, will make the changes. Needless to say as soon as I checked out, I received my receipt by email charging me for the studio Queen when I clearly was downgraded to a standard. None of the staff was friendly, not even during breakfast. The egg white taco was so good. The second morning I had a sausage and egg muffin which was not good.

I would not recommend especially with that staff. I felt belittled amongst everything and no amount of cleanliness will allow me to accept that type...

A Stay Defined by Disappointment and Disrupted Sleep

My recent stay at the Element Charlotte Uptown was an exercise in frustration, defined by a cascade of basic service failures that regrettably overshadowed the property's potential.

The nightmare began even after utilizing the mobile check-in feature, expecting a seamless arrival within 15 minutes of my selected time. Upon reaching my assigned room, I was faced with a truly alarming situation: the room was already occupied. Trying to enter a guest's room—only stopped by a manually engaged security lock—is a fundamental breach of both safety and privacy that is inexcusable for any hospitality provider. This single failure immediately signaled a profound lapse in front-desk organization and protocol.

The "solution" offered was a replacement room that merely traded one major problem for several smaller, yet equally disruptive, ones. This new room was located on the noisy side of the building, facing the main expressway. The noise was constant and deafening, making it feel as though the window was permanently ajar. Any hope of restful sleep was further assaulted by the room’s internal environment: a refrigerator that hummed and rattled loudly all night, and a blindingly bright LED indicator on the smoke detector flashing relentlessly directly over the bed. It was a perfect storm of environmental irritants designed to prevent sleep.

I must acknowledge the few small graces the hotel offered. The quality of the shower was excellent, offering a moment of genuine comfort and high water pressure. Furthermore, the complimentary breakfast service was a bright spot, particularly the complimentary option for fresh, made-to-order eggs.

Despite these minor pleasantries, they simply cannot compensate for the initial disastrous check-in, the compromised security, the lack of restful sleep, and the general disregard for guest comfort demonstrated by the conditions of the replacement room. Given the premium location, guests deserve competence and a quiet night's rest. I cannot recommend this hotel until these fundamental operational flaws are...

During my stay I had to deal with the front desk over charging the wrong credit card. They were told multiple times that they should only charge the card on file. They asked for a card for incidentals and charged the full room anyways before the stay was over. This was confirmed to be a staff member causing these issues due to not listening. When I asked to speak with someone about this issue, the lady behind the desk, a big young gal gave such an attitude that I was asking for something that she had to look up. I got a lot of "sucking in teeth" when I asked to get my card taken off. Then at 7 am the fire alarm goes off for the whole building, there is fire alarms in the first floor to the third that have alarms that go off and has a speaker saying to leave the building. This was later confirmed was an isolated issue due to the breakfast kitchen staff causing fires and setting off alarms. Going up to the kitchen staff for breakfast is dealing with harassment from staff members for something you paid for. I was told I could not grab something that was already put out until 6:30 am (it was 6:20 am). When the hot food kitchen opened up, there was an old short skinny lady of color managing the order window. When I walked up to her at 6:30 I asked "Do you mind if I get the Chef's special?". She responded with "Who are you?". Befuddled by the response I said "I am a resident at this hotel." She said "Well you look like someone from the parking lot attendance or someone from the street. Why would you ask like that? 'May I have ....' That makes you seem like you are begging" Shocked by this response I stated "Ma'am I am just being polite." To which another hotel guest behind me confirmed that he was also feeling weird with the way she responded. The cereal is old, and has not been changed out in years because they are trying to save on costs. I would go...