JW Marriott Charlotte — Hotel in Charlotte

My wife and I stayed at the JW Marriott for a staycation on 7/3 and because my wife was running in a 4 Miler near the Met the morning of July 4th. We typically enjoy getting away at the Ritz, but thought I'd give this hotel a shot for the first time and try to use one of my Suite Night Awards for an upgrade.

Our stay made us really appreciate the Ritz. Overall, the hotel is nice. The Suite Night Award wasn't granted and the pool was fairly small and crowded, but hey, it's a busy weekend. With one exception, all of the staff from the valet to the front desk to poolside bartender to the rooftop restaurant host. We did, however, have a terrible experience with Jon, the manager of the rooftop bar Aura. It was the most unfriendly and unwelcoming experience I've had with any staff member on a Marriott property. While by the pool we were interested in checking out the patio area of Aura. The bartended told us to see the host at 3 when they opened. After seeing the host and being told that all seats were open, my wife and I started to walk through the empty patio area to find where we wanted to sit. As we were about to take a seat, Jon who had been doing something at the bar chose that time to interject himself into our conversation to inform us that only the bar had open seating and the rest of the area was reserved. Confused, I told him we had just seen the host and I guess he didn't believe us because he continued to argue with me. When the host walked by after seating another couple, I, again, asked where should we sit and he looked a Jon and looked at us and said "You can literally sit anywhere" to which Jon replied it's only open seating at the bar and the host informed him that they literally had no reservations and all of the tables were open, at which point my wife and I decided to leave and go to brewery in Southend. I honestly felt sorry for the host and anyone else that has to work with/for that guy.

It was just an awful first impression as we had only been on the property for about 30 minutes when this happened. Fortunately, our overall experience did get better. The executive lounge and the staff there were fantastic. It was low key and hardly a soul in the lounge. We went back a couple of times, including for breakfast, and it was great. The rooms were well appointed, just not quite as comfortable as we are used to, but nice nonetheless. We had a nice view.

In a nutshell, it's a nice place, but we'll probably not be back. However, if you can avoid any interaction with the Aura manager, you would probably enjoy your stay. I would definitely check out the executive lounge and I heard the oyster bar is great, but we just had other...

I rarely leave negative reviews, but my experience at this hotel was nothing short of a nightmare. My friends and I booked a 4-day girls' trip that cost us $2,000 for a standard two-bed queen room. Our original VRBO canceled, leaving us in a desperate search for a place to stay. Upon arrival, we were greeted with a leftover banana by the bed—just disgusting.

While the location may have its merits, the parking situation is utterly appalling. The front desk staff was not forthcoming about the various parking fees unless you specifically asked. Sure, there’s a sign that states valet is $48 per day, and hotel self-parking is $30 per day—but it doesn't clarify that self-parking is charged every single time you exit the garage. By the second day, I was already saddled with over $120 just in parking fees!

After confronting the front desk, I spoke with Hunter at the front desk (who did not have a name tag on) and Manager Charelle about this predicament, hoping for some understanding or sympathy. Instead, I was met with a shocking lack of accountability. They bluntly stated that it was my responsibility to ask about the parking fees and nonchalantly claimed the garage was not their problem. How can they expect guests to figure this out—especially when the sign they displayed misleadingly suggests a flat rate for daily parking?

When I pointed out the absurdity of their position, all I got in response was a dismissive attitude and more excuses. They went so far as to say they couldn’t control the vendor they hired for valet services. This left me frustrated and incredulous. After spending $2,000 on our stay, I expected at least some reasonable customer service—not to be treated as if I’m to blame for not inquiring about blatant miscommunication.

To add insult to injury, no one even bothered to apologize or offer any form of compensation, despite the clear misrepresentation of the parking rates. With managers like these who refuse to take ownership and provide genuine customer service, I wouldn’t recommend this hotel to anyone, especially if you’re traveling with a vehicle. It’s a scam and a complete waste of money. As someone who works in senior leadership and understands the importance of customer service, I find their handling of this situation to be utterly disgraceful. Save yourself the trouble—look for a more honest establishment if you value both your money and...

I am totally shocked that this place is a JW Marriott. I am a Platinum Elite Bonvoy Member and I was not greeted as such upon entering this hotel. My room had a musty odor, the carpet was dirty and there was a live roach in the bathroom. I called the front desk about the dirty, musty room and the roach. I was told that a manager wasn’t available at the time but one would follow up with me. No manager ever followed-up with me about this.

In addition, their valet company is responsible for damage to my vehicle. There were 2-young valet guys that day, one who said he was brand new. And there was a young woman who was the valet supervisor, she said her name was Hannah. I have photos, videos and voice recordings pertaining to the incident. They literally admitted fault and no one has contacted me about this. Charelle, the hotel manager did absolutely nothing but bring out an incident report for me to fill out. She acted like JW Marriott Charlotte held no responsibility for hiring valet people who are responsible for my vehicle damages. Charelle said the valet manager would contact me, but to this day no one ever contacted me and my vehicle is still damaged.

I followed up with the manager Sophie and told her that the valet manager never contacted me. She said that he must not have my contact information. How is that even possible when I filled out an entire incident report with my full contact information? She took my phone number (again) and told me, just like Charelle did, that the valet manager would be reaching out to me. I’ve given them a long time to contact me and nothing, absolutely nothing. No one from JW Marriott Charlotte, nor their valet manager has ever contacted me. The managers at this JW Marriott Charlotte NC didn’t care one bit about the dirty room, the roach, or my damaged vehicle. They pushed everything off on the valet manager as if they aren’t responsible for the people their hire on to park their guests’ vehicles. The manager Sophie was very rude and condescending, and Charelle was clueless and uncaring. I would never stay there again.

I stayed at the JW Mariott Orlando Bonnet Creek a few weeks prior to this JW Marriott Charlotte stay and the Orlando location was absolutely wonderful, no issues at all. In my opinion, this JW Marriott Charlotte NC needs to go train with them to learn how to treat...