WaterWalk Extended Stay Charlotte - Arrowood — Hotel in Charlotte

My experience was complete torture. I have previously stayed at this location (roughly two years ago) my stay was an easy 5 star rating the first time. Unfortunately, this time, I was better off going to a motel six or sleeping in my car. To start - immediately upon walking to the elevator there was a young women who looked disheveled without shoes or socks on coming off the elevator with a foul oder which lingered on the elevator after she exited. * I was advised by one of the residents that this is also a short term rental so HUD/ section 8 and others stay here as well . Afterwards, I went into my room to find that the room was not cleaned, no blankets on the bed and used (almost empty) toilet paper in both bathrooms. We unfortunately had to quickly leave the room to head to a basketball game so, immediately upon returning from the game I went to the front desk. No one was there, knocked on the glass.. no one answered, I even called the front desk from my room - no response and mailbox full. That night, attempting to sleep was unsuccessful. This after traveling for hours, going to a basketball game and just wanting to relax on our vacation. This was caused by a combination of myself and my children freezing bc of the lack of covers, cigarette and weed smell enveloping the unit and the loud screaming and music noises both on our floor and outside at 3/4 am.

The second day I went to the front desk and spoke with a representative addressing all of these concerns. Her response to all of these concerns was that she was sorry and that, she was the only one working. I advised her I understand and that when I come back I could speak to her in more detail.

When I came back however there was a lobby full of guest and no one at the front counter. I went to the room and grabbed our towels as we only had two and we were a party of three and came back downstairs. I waited over an hour without being serviced. I sent an email regarding my dissatisfaction and left with my children as we had a full itinerary. I was advised prior to leaving that the only employee working was Mrs. Niki and that the previous employee left without notice. Mrs. Niki wasn’t at the front desk because she was cleaning three rooms for guest awaiting checkin. (Mrs. Niki you are a God send, I pray they value your service and sacrifice!).

As a consequence of this, I had to purchase toilet paper from the store as we were out and at this point no one was available to provide this basic necessity, also because of the lack of towels I purchased laundry detergent, and because of the strong cigarette and weed smell I had to purchase a fabrezze order eliminator spray as my son has debilitating asthma and the smell was triggering him.

Upon returning, I seen Amber at the front counter. I explained the situation - advised I had to purchase items that are included in the stay, and that I was seeking a refund for those items as well as the stay. Amber apologize and gave me blankets for the room, cleaning supplies so I could clean the room and towels.

The next morning I went to check out and asked yet another person of my concerns - she advised none of this had ever been noted in the system. So prior to making a 8 hour drive I had to make another account of all of the issues I had. I was advised someone would follow up with me. - As you may have assumed no one has.

In closing, I saved up to stay at this location based on my past experience and wanted this to be apart of the experience with my children as this was their first time. Instead I spent countless time standing in the lobby not being serviced and was out of $27 in essential items. I have called the hotel and emailed management to rectify this issue. I have yet to receive a response. I am seeking a full refund. Do not book here! Do not book here! Do not book here! Bad service, poor...

12/26 Edit: When I checked my bank account the evening of 12/16, the pending charge was gone. I checked again the morning of 12/17 after I got an email from the general manager, Kathie, who told me she would be taking care of the charges from my stay and the charge still wasn’t showing up in my account, so it appeared that the charge had been canceled before it processed. I just had that happen a few weeks ago where Google charged me when they shouldn’t have, it was processing, they cancelled it, and it never appeared on my statement.

So, the morning of 12/17, I used the money to pay off some bills. When I was told the charge was taken care of and it was not on my bank account, why wouldn’t I think that they had cancelled the charge prior to her email and it never hit my bank account? I checked it later that afternoon and the charge had come out again, thus causing numerous overdraft fees on my account.

When I reached back out to Kathie and asked her to refund the overdraft fees she caused, I was told that is just how their system works and they wouldn't refund me. How was I supposed to know that’s how your system works when it was never written or expressed verbally to me? What kind of system gets rid of a payment for a day and then recharges it?

As of 12/26, they have also not refunded the second charge on my wife's card as they promised would be done by Monday, 12/16. I have contacted them multiple times about this with no answers. As you can imagine, being out that amount of money, combined with the overdraft fees they caused with their miscommunication and deceptive practices, at this time of the year was not easy and caused us to have to make many sacrifices during the holiday season due to this company's corporate greed.

ORIGINAL REVIEW:

They put us in a room with a messy bed, tv on, people’s stuff in the closet, & food on the counters. The next room we were put in smelled awful & we had to buy Febreze, the trash was completely full & we had to bring it to the front desk, the soap in both bathrooms had men’s pubic hair on them, & the sink wouldn’t drain. We asked for new soap & the front desk didn’t know where to find any & didn’t attempt to find it. Every night around 10, a loud white noise hummed & a clicking sound came from the walls every 10-15 minutes for 30 minutes. Every day we got back to the hotel room from going out, the temp was bumped up to 90+ when we had it set on 70.

Then we got charged twice. We booked with card 1 through Expedia and the property texted us for express check-in, at which time we used card 2. When we checked in, we told them we wanted to use card 2. Up to this point, we had let everything go. However, they told us they would not refund us for the amount that was charged twice unless we checked out early. We called Wyndham corporate who said they weren’t responsible. We contacted Expedia, who contacted the front desk. The front desk told Expedia we were lying about the room issues & cleanliness & that’s why they wouldn’t refund us. Finally, the Expedia rep got them to fix it and the property told us we would get a refund, but we still haven’t seen one. The cherry on top was that they disconnected our key cards two hours...

I first began staying at Water Walk when it first opened. Since I am in the area a couple of times a month I made it my home away from home.

Early 2023 a family that lives in the area began to host me and I didn’t need to stay in a hotel. However, recently the matriarch of the family passed away.

Had a couple of other ladies who were to join me on this trip and in preparation I booked one of the 3 bedroom accommodations. I booked it well over a month in advance.

Upon check in I was informed that because I used a 3rd party website to book, and that they had over booked the 3 bedroom rooms, that we would be split up into two different rooms. I went with it, I’ve worked in hotels and sometimes things happen. I took the room that was 1 bedroom while my friends got to stay together. We ended up not even better by able to spend anytime together as we were there for a conference.

The most egregious part of the stay wasn’t being split up, or that the espresso maker has been removed, or that the overall facility is beginning the look worn, or the riff raff in and out, or that someone slammed their car door into mine and ignored it…the smell of marijuana everywhere, getting propositioned on the elevator…

It was probably how disgustingly dirty my room was. The kitchen floor had grease all over it, the dishes were put in the dishwasher but had eggs all over them, there were stems from “pot” on the couch and footrest, but the worst part was the little black curly hairs everywhere..especially in the shower and all over the towels.

When I went down to get a clean blanket and towels I was told “no” on the blanket as they only have a limited number, and that they didn’t have any clean towels to give me as people steal them when they go back home. It seems they take the kitchen supplies home with them too. It will be hodgepodge in the kitchen and if you need a skillet or spatula, you will probably be turned down for that also. I went downstairs to ask for dish soap and a sponge so that I could clean the dirty dishes and the gal working the desk tried to turn me away saying that it was under the sink. “Ma’am, I wouldn’t have come back downstairs to ask for something if I hadn’t already looked for it in my room…” I’ll attach some pictures of all the hair to this review. Oh, and I ended up paying full price because to discount it would need approval, after they tried to tell me my room had been comped…I said no, you put me in a single room after I had booked a 3 bedroom.

This is my first negative review for a hotel stay, and I hate writing it. I used to LOVE staying here, and have wonderful...