UNC Charlotte Marriott Hotel & Conference Center — Hotel in Charlotte

Usually, Marriott is amazing, and I was excited to stay at this new hotel. I was disappointed. While the hotel is beautiful, the service needs a lot of work. I know I'm not a big status Bonvoy member, but at every hotel, I've been acknowledged as being one. Not here. I was barely acknowledged at the desk b/c the clerk thought I was with someone else (he didn't even ask). I didn't get the requested microwave, nor was that request acknowledged pro or con on whether they could give me one.

While the room itself was nicely decorated, as per usual, it was lacking in cleanliness. You don’t notice it at first, but as I was going about with my Clorox wipes to clean the surfaces, I noticed it was incredibly dusty. Layers of dust on the lampshades, desk, pocket door, and other dark wood surfaces. After a long road trip, I decided to just clean myself instead of requesting a new room. The lighting in the closet and near the closet is bad, you can barely see inside the closet b/c the top shelf blocks the lights are in the closet itself. And the hall light doesn’t help b/c of the door positions. While this place has a lot of light options, you don’t exactly look your best in them. The room does have a fridge, safe, ironing board, iron, and hairdryer. The toiletries smell very strong of eucalyptus and I wasn’t a fan.

The bathroom was nice, but if you’re short and the shower head is tilted you’ll need to use the sprayer to move it. It’s super tall and impossible to reach without the sprayer. While we were there the toilet clogged. It was fushing weird when we got there, so I should’ve called them then, but after the first #2 the water rose, and thank goodness it didn’t overflow, but it just drained out super slow. The maintenance guy came up really quickly and fixed it, but my issue is with the person who took my call. He wasn’t rude, but he was not speaking in a ton that was anything customer service-like. He was just flat, non-apologetic, or sympathetic. Just basically like flat, what’s up, they’re on the way. Just a bad tone to have in a hospitality position.

Wifi-If you’re not an elite member you have to pay. I am, but it’s 9.95 a day which should be free at all hotels. To me, that’s the least you can do for guests. The speed was fine and I steamed some shows from my phone with no issue.

Working & TV-You can’t access the HDMI on the TV to connect a Firestick or Game, but they at least have wireless services to connect a device and a lot of subscription services on the TV itself. I didn’t use them while we were there. I had to do some work and tried to connect my computer’s ethernet cable, but it didn’t work. There was no internet signal coming from it so I had to use the Wifi. Also, the plug at the desk was blocked. I tried to plug in my computer and couldn’t get the plug-in. I took a photo and you can see some kind of metal plate reflecting back. My husband had to plug it in under the desk, which was barely accessible.

The only food options were the market, which has a Starbucks, and a restaurant that is only open for dinner. I tried to go to the marketplace one early afternoon, but it was closed. I guess they’re only open during the morning hours, but with no other food options, it would’ve been nice to have somewhere to get a snack during the day. You do have a lot of places to go, some are within walking distance, and you can get delivery. But with no microwaves in the room, you better hope your food arrives hot or you don’t mind eating it lukewarm or cold.

And finally, the worst part was the valet. B/c the only parking is across the street there is none on-site, the valet service was insanely lacking. These poor people have to run all the way to the back of the lobby to get keys, then run across the street to get cars. AND THEY HAVE ONLY 2 WORKING!! It's just insane. There was always a backup of cars, especially at night, and if there’s an event. They really must do something for these people to make this essential service more efficient. Get them carts and hire more people, something...

The hotel itself was clean but I’ve had a horrible experience since checking out. I left on the evening of 2/16 although my reservation technically ended on the morning of 2/17 and on my drive home realized I had forgotten my Apple Watch in my room. On the morning of 2/17 I called the hotel numerous times but no one answered the phone & I received an automated message to leave a voicemail (which I did after calling multiple times). I then followed up with Marriott’s customer service line who told me the only point of contact they had for the hotel was the same phone number I called already. Given the time sensitive nature of my issue - needing to notify hotel staff about the location of my device before housekeeping entered the room - Marriott’s customer service rep created a report and indicated once submitted the hotel would get back to me in 3-5 days. The rep was surprised that the hotel number didn’t automatically go to a directory giving me options of who to contact but suggested I just continue calling throughout the day to hopefully get someone on the phone. Thankfully on 2/17 at 11:13 am I received an email from a guest services agent named Jeremy Matias-Quiles notifying me that my watch was found & being held at the front desk. His email also stated that if I had any questions about retrieving my item to respond directly to his email because the phones were down. I responded shortly thereafter at 11:35 asking if my item could be mailed to me if I provided a shipping label to which he responded at 11:36 confirming it was doable and that I should send the shipping label to his email address. At 11:44am I emailed him the FedEx shipping label which was scheduled for pick up that day (2/17) for overnight delivery to me by 2/18. The expedited shipping required me to incur additional expenses which I was fine with given my other travel plans taking place this week. When creating the label, I set up notifications through FedEx which will tell me when the package is picked up, on its way, delivered, etc. I’ve continued to check the tracking system but there have been no updates. Today, 2/18, I emailed Jeremy directly at 12:08 pm asking for an update & explaining that per the package tracking system it didn’t look like my watch was ever given to FedEx. No response. I sent a follow up email at 8:03 pm explaining the delivery schedule & asking for confirmation that my watch was given to FedEx and have yet to receive any response at all. I also called at 4:39 pm and 10:39 pm leaving a voicemail asking for confirmation or any sort of response. I’m extremely disappointed in the lack of responsiveness, professionalism, & overall communication from hotel staff considering I’ve had to go above & beyond to even report the missing item or get into contact with them. As someone who frequently travels, this is the very first time I have ever experienced staying at a hotel that makes it absolutely impossible to communicate with them. They don’t answer the phones & no email is available online for you to reach out to them directly. Absent receiving an update from any member of the hotel staff or Marriott team regarding my Apple Watch, I will be filing a police report & pursuing all legal avenues available. It is entirely unacceptable for hotel members to acknowledge that they are in possession of a customers personal property, be provided with everything they need to return the item, yet fail to do so & fail to communicate at all with the owner...

I am writing this review to express my heartfelt appreciation and gratitude for the outstanding service provided by your hotel during my recent stay as a member of the Southern Region Progressive National Baptist Convention. The entire experience, from start to finish, exceeded all expectations, and I wanted to take a moment to acknowledge the exceptional individuals who made it possible.

First and foremost, I would like to extend my sincerest thanks to the Charles Johnson, General Manager of UNC Charlotte Marriott. Under his leadership, the hotel exuded a sense of professionalism, attentiveness, and dedication to customer satisfaction that was truly commendable. Their commitment to ensuring an exceptional guest experience was evident in every aspect of the hotel's operations.

The event coordinators and planning managers, Norris, Rachel, and Judy, at UNC Charlotte Marriott deserve a special mention as well. Their expertise and meticulous attention to detail played a significant role in the success of our convention. From the initial planning stages to the execution of the event, they seamlessly managed every aspect, ensuring that everything ran smoothly. Their professionalism and responsiveness were truly remarkable.

I would also like to extend my gratitude to the staff members who served food and provided assistance during our stay. Their warmth, efficiency, and attentiveness were truly exemplary. They went above and beyond to ensure that each meal was served with precision and that all our needs were met. Their dedication to exceptional service truly enhanced our overall experience.

Additionally, I must commend the valet staff for their exceptional hospitality and patience. They greeted us with a genuine smile and were always ready to assist with any request or concern. Their attentiveness and efficiency in managing the parking needs of the guests were remarkable. They contributed greatly to the overall convenience and comfort of our stay.

As a member of the Southern Region Progressive National Baptist Convention, I want to express my sincere gratitude for providing us with a memorable experience at UNC Charlotte Marriott. The level of service, attention to detail, and commitment to excellence exhibited by the entire team was truly commendable.

Once again, I want to extend my heartfelt thanks to the General Manager, the kind front desk & market staff, the on-site restaurant, event coordinators and managers, staff members who served food and provided assistance, and the valet staff. Your dedication, professionalism, and genuine care for your guests have made a lasting impression on me and my fellow convention attendees. UNC Charlotte Marriott is a true gem within the hospitality industry, and I would highly recommend it to anyone seeking an exceptional hotel experience.

Warmest regards,

#PastorMdLJr, Member of the Southern Region Progressive National...