Sheraton Charlotte Hotel — Hotel in Charlotte

I stayed here in May when I was in town for a family event, and it was NOT a great experience. The hotel is definitely NOT worth the crazy price (it was over $200/night because there were apparently 2 conferences being held in the area). The only reason I'm giving it 2 stars is (1) for Jamela Anderson (Supervisor of Guest Service) and (2) because the food & drinks were good.

I checked in on the app and put my arrival time as 10am since that's when my flight arrived, even though I knew checkin would be later. I was ecstatic to receive a text at 8:30am that morning saying my room was already available! When I arrived, I walked into a half made room, with bare pillows thrown on the chair in the corner. There was also a huge piece of leather missing from the desk chair seat & the inner cushion was visible. There was also a screaming baby nextdoor and my "view" was all of the HVAC units on top of the attached conference center. I called down to guest services and Jamela answered the phone. She listened to my concerns, apologized, and told me that she would contact housekeeping to come check the room while she was trying to find me another. After 15 minutes of waiting, I called her back to let her know that I had not heard from housekeeping yet and that I was hungry and would be bringing my bags downstairs to be held while I went to eat somewhere. She immediately offered to personally meet me downstairs, tag my bags, and walk me over to the hotel's restaurant and told me to eat & drink whatever I wanted and she would take care of the bill! The food was delicious & so was the drink--I had 2 :-) (As an aside, the last picture on my review was my parent's room that was also marked as "ready" and was even less ready than mine was!)

Jamela returned an hour or so later with my new room key--top floor with the elite members & access to the club lounge! I enjoyed breakfast in the club lounge as well as snacks/soda/wine throughout the day. The safe in my room only halfway worked--the numbers 1-3 did not work, but at least it did lock properly if you used a code with 4-9. I was happy to finally be able to rest, but that only lasted 30 minutes until the front desk guys did not check my parents' ID's closely, saw the last name, and gave them a room key to MY room! They were told it was their new room (they were also upgraded to the club level) so they came upstairs and opened the door even though it had the "do not disturb" sign on because housekeeping told them it was ok to open. Luckily I had the lock across but the door SLAMMED into it, waking me up in a panic (I didn't know it was them) and embarrassing my parents (who still didn't know it was my room at this point). They immediately contacted Jamela who personally came upstairs with their REAL room key to take them to their room & to ensure everything was ok moving forward.

Thankfully, the rest of my stay was without incident although my parents had a few more issues that needed to be taken care of throughout their stay. Jamela made sure to email me to check in throughout the stay and also ensured that her supervisor compensated us for all of the inconveniences. She is truly a gem in an otherwise overrated place. I hope that she is properly recognized for all of her hard work before she realizes that her services are better utilized elsewhere! This hotel will truly suffer without hard working, competent staff...

2/28/25 THE EPITOME OF OUTSTANDING SERVICE. The Valets were so helpful I never touched my bags. I was reintroduced to Charlotte, NC and all it has to offer during my stay as I have business here for a few months. Felice is the bee's knees. She was friendly, and knowledgable and the other staff members seem to really love being there! This place was a whole vibe. I have to come back for all of her recommendations and stellar service...and the Pink Lady Dragon Cocktail!!! ||3/2/2025 I'm finally calm enough to post this. My first was days prior and the impeccable staff, namely Felice was so amazing I had to book a second stay for my continuing business in Charlotte. There was an issue with an ignored food allergy. I got sick but just wanted the issue resolved by billing and alternative reassurance of food prep as allergies were blatantly stated. That's all that needs to be said about it. It was very untimely to resolve.||Later that evening I ran into Felice and expressed my concerns. She apologized for what happened. She then spoke to the front desk and I was more than satisfied with the outcome. The staff from the front desk to the restaurant was still top-tier. ||Upon checking out there stood a few discrepancies on my bill from the previous resolved matter. I asked for assistance from the front desk assistant( who was fabulous btw) but she couldn't adjust it. The manager on duty, who knew nothing of the situation, became condescending & began publicly chastising & shaming the incredible staff members. I didn't like it. He also began to blame Felice and other employees who only helped. Felice wasn't even there at the time of the incident. Neither was Karol or the staff he was yelling at. How can you blame anyone who wasn't even there? He chastised the employees RIGHT THERE IN FRONT OF ME and the rest of the quests. Then, He proceeded to blame me as if I had worked there. All staff members were black and brown. He was a white man. None of the other white staff members behaved this way my entire staff. Just Karol. He kept yelling until I told him to be quiet and stop. He again yelled, "Well I fixed it!" and walked away while tossing his temperament at the remaining employees. Deplorable & condescending to say the very least.||That is not the behavior I'm accustomed to at any 4-star establishment. This man is not what I'm accustomed to from a 4-star hotel let alone a Marriott establishment. Karol does not represent the impeccable standards of the franchise. Karol fosters a hostile work environment and unpleasant experience for Marriott Bonvoy Members. He should not be in the hospitality industry. I haven't returned to stay except to enjoy the restaurant Pink Lady Dragon Cocktail & Felice's...

2/28/25 THE EPITOME OF OUTSTANDING SERVICE. The Valets were so helpful I never touched my bags. I was reintroduced to Charlotte, NC and all it has to offer during my stay as I have business here for a few months. Felice is the bee's knees. She was friendly, and knowledgable and the other staff members seem to really love being there! This place was a whole vibe. I have to come back for all of her recommendations and stellar service...and the Pink Lady Dragon Cocktail!!!

3/2/2025 I'm finally calm enough to post this. My first was days prior and the impeccable staff, namely Felice was so amazing I had to book a second stay for my continuing business in Charlotte. There was an issue with an ignored food allergy. I got sick but just wanted the issue resolved by billing and alternative reassurance of food prep as allergies were blatantly stated. That's all that needs to be said about it. It was very untimely to resolve.

Later that evening I ran into Felice and expressed my concerns. She apologized for what happened. She then spoke to the front desk and I was more than satisfied with the outcome. The staff from the front desk to the restaurant was still top-tier.

Upon checking out there stood a few discrepancies on my bill from the previous resolved matter. I asked for assistance from the front desk assistant( who was fabulous btw) but she couldn't adjust it. The manager on duty, who knew nothing of the situation, became condescending & began publicly chastising & shaming the incredible staff members. I didn't like it. He also began to blame Felice and other employees who only helped. Felice wasn't even there at the time of the incident. Neither was Karol or the staff he was yelling at. How can you blame anyone who wasn't even there? He chastised the employees RIGHT THERE IN FRONT OF ME and the rest of the quests. Then, He proceeded to blame me as if I had worked there. All staff members were black and brown. He was a white man. None of the other white staff members behaved this way my entire staff. Just Karol. He kept yelling until I told him to be quiet and stop. He again yelled, "Well I fixed it!" and walked away while tossing his temperament at the remaining employees. Deplorable & condescending to say the very least.

That is not the behavior I'm accustomed to at any 4-star establishment. This man is not what I'm accustomed to from a 4-star hotel let alone a Marriott establishment. Karol does not represent the impeccable standards of the franchise. Karol fosters a hostile work environment and unpleasant experience for Marriott Bonvoy Members. He should not be in the hospitality industry. I haven't returned to stay except to enjoy the restaurant Pink Lady Dragon Cocktail & Felice's...