SpringHill Suites by Marriott Charlotte Southwest — Hotel in Charlotte

When arriving, the front desk associate Pam was exceptional. She was very detailed and attentive to my request stated on profile for Bonvoy members. The room was OK minus the stains on the main sofa but not bad. Location, not very many places within walking distance to eat. However, there is a wonderful, well-known statue in the business park that all should visit. Better when it's in working condition. Things unfortunately took a turn for the worst when encountering the morning front desk associate Michael. I've stayed with multiple Marriott properties over the years. Never have I had any issues when needing to request late checkout. The first request was to extend my stay at the current rate as I had a meeting later that day. He states that he was only able to provide whatever rate the computer indicated. That is false, as I know from experience along with knowledge from discussing with previous desk clerks, managers, etc with Marriott properties they do indeed have the option to override the price to accommodate or that normally when extending for an additional date for current guest, they tend to keep the current rate the guest received at booking. Michael stated that since the request was for 2 p.m., he could have over a half day rate, and I would have to leave at 6 pm. That's not half a day as there are 24 hours in a day. Michael then shared it was based on the 12pm checkout standard. A day consists of 24hrs correct, 1/2 a day would be 12 hours, or am I missing something? The other thing is the hotel is nowhere near full compactly and that is normally taken into consideration if you can check out late or not. Michael stated that if anyone in the past had let me stay longer than stated per Bonvoy level, they were not following policy. Out of all of my stays in 20+ years, no one has ever denied me my request, nor is it indicated as a "Policy" written in stone. Anyway, hotel 5 miles down the street still a SpringHill had the same rate I had here. Just hate I have to pack and move. He was professional within his delivery, but it also came across as bias and discriminated...

I stayed here on three separate occasions. I already know hotels aren’t the cleanest so I always take it upon myself to clean my own room and my room was disgusting each stay. My first stay wasn’t as bad and I was able to simply clean it and had no problems afterwards. I really liked the hotel so I decided to stay a few months later and thought it would be cleaner but no, this time there was a dirty cum rag near the bed and the sheets were full of dog fur and I am highly allergic. I went to the front desk at 1 am requesting new sheets and was told that I could not get any because housekeeping was not there. I stayed with a friend and waited until morning and still was not given any sheets meaning house keeping never visited my room when I went back down I was told that housekeeping “does not speak English so I couldn’t just request them” which made absolutely no sense. Later that evening, the woman at the front desk eventually handed me some and walked away. I got up to my room to realize she handed me TWIN sized sheets. This was an absolute joke. My last stay here was the icing on the cake, my sister picked the hotel for our new years stay not realizing it was the same one I had issues with before. I went anyway still just hoping the last time was a fluke because we genuinely liked the price and location of the hotel. I stayed one night because I was attacked by BED BUGS! The hotel tried to claim that I brought the bugs in myself instead of taking responsibility and moving me to another room or simply refunding me. I had two empty water bottle and I took the two bugs I found down to the front desk and explained exactly where I found them. When i got to the lobby I learned that another woman in another room had bites all over her and the hotel still refused to take responsibility when it is obviously the start of an infestation. I’ve worked hospitality before and all the steps taken were absolutely against what Marriott stands for. I’m only writing this now as I see my self needed another hotel in Charlotte and I know to never go to this...

I truly experienced a customer service nightmare when dealing with this place!! I was in Charlotte on business Apr. 27th. I originally had reservations for a different hotel but upon arrival (which was after midnight) found the conditions of that hotel to be unacceptable by any means. I immediately went online to find accommodations that were more suitable. I called Springfield Suites and booked the room for my daughter and me. We checked in and all was well. My business unexpectedly ran longer than expected and I had to extend our stay. I was informed that there was an increase in the rate (which was expected and not a problem). The issue came in when I went to check out and informed the gentleman at the front desk about a double charge to my account. He assured me that it was normal, that the charges would be released in a matter of days. I took his word for it and we headed to Atlanta. After about 3 weeks, I contacted the hotel and was informed by a very rude & unprofessional lady that the gentleman that I previously spoke with was out and she was unsure of his return. I explained that I had been double charged and would like the number to contact the corporate office for assistance in providing a resolution. She provided me with a number (I later discovered was the reservation agent line). Long story shortened.....after countless calls, emails, as well as providing my card statements, hotel receipts etc., all without a resolution ( I can't even begin to say how many totaled hours I spent just being on hold throughout the calls) I spoke to a total of 12 people and only one of them actually looked at my entire stay & pay to determine what caused the error. Apparently, my daughter was entered as if she had a separate reservation and they charged ME for it as if she was a "No-Show". After weeks of aggravating correspondence, I was FINALLY & UNAPOLOGETICALLY refunded on June 20th. Can you imagine? It took from April 27th through June 20th and not even an apology for the entire ordeal or...