Courtyard by Marriott Charlotte Concord — Hotel in Concord

I stayed for about a week at this hotel and had a mixed experience. The staff were friendly and professional and seemed to be doing their best but they we never able to solve any of our issues.

During check in I tried to provide my Marriott number several times however they never acknowledged it and I never received any upgrade options or even a bottle of water.

This hotel looks nice on the outside but once you are in a room the truth comes out. I stay in a lot of Marriott properties and this is the worst Courtyard I've ever been to. Reviews on this hotel for the past several years echo all of my concerns so my experience was not unique at all. The hotel has chosen not to resolve any these repetitive complaints and simply leave meaningless apologies.

The outside areas and lobby of this hotel are clean, modern and nice. There is plenty of lit free parking and the area feels safe. Once you get into the room you realize it has barely been updated and much of it is easily 20 years old. The A/C controls on the wall were not functional and you needed to use the buttons directly on the archaic unit. It barely cooled the room and was extremely noisy. We had maintenance up to check it out among other things and he simply told us they are old and worn out and he would "reset it for us" by turning it off and back on. The A/C did such a poor job of removing humidity that the wet clothes I hung up never dried after 24 hours. The room was especially uncomfortable during the day when the sun was beating on the room.

The refrigerator has a 2 hour timer. It literally shut off every 2 hours and you need to press a button to turn it back on. We called the front desk and they advised us this was normal. After a few times the fridge would not turn back on. We were told to pull the unit out and unplug it and "reset it". You can read dozens of complaints about this in reviews. My food spoiled and my drinks were warm but their only resolution was to bring our perishables to the front desk and use their fridge. Luckily the ice machine was working an nearby;

The TV, a 32" is also very old and laughably small. It had basic cable which was barely functional. There were no smart tv functions or typical hotel tv options on there.

The wifi was clunky to get working but it had decent speed and reliability once it did. I was unable to log in using my name and room number because the hotel formatted my name in a weird way in their system. The hot water was plentiful and the water pressure was good. Towels and sheets were all clean, and overall the room was clean.

Although they advertise on site laundry there is only 1 machine and it was out of order. They directed us to the hotel next door which they seem to be affiliated with.

The fire pit outside turned off every few minutes and the hotel was unable to assist. The outside door locks were hit or miss so you often had to walk around the hotel to get back in.

The indoor pool is very small and has poor ventilation. My eyes burned from the heavy chlorine and I couldn't stay inside this tiny room for more than a few minutes. The gym was small but looked modern and I saw people using it throughout my stay. There is a small cafe / bar in the lobby at which I found their selection and hours very limited. They also have a 24 hour store at the front desk.

There were plenty of other minor maintenance issues in the room like broken plugs, lamp shades falling off, curtain handle fell off etc but nothing particularly alarming.

Any hotel that cannot get the basics such as A/C, fridge and TV under control are failing at the hospitality business. All hotels have issues but this hotel made no effort to resolve any of ours. Maintenance told us the owner will not spend money on upgrades (Obviously) but if we complained enough times we could probably switch rooms but at the risk of worse problems.

I would not stay at this hotel unless they bring it up to modern standards. Marriott should be embarrassed to have their name...

I booked 2 rooms that connected for a quick stay after my family traveled from Florida. At around 10pm, I called and requested a 2pm check out which was confirmed. Housekeeping came and cleaned out my room at 10:30am despite having that late check out arranged. They claimed since they didn’t see any items in the room and that I didn’t have a DND sign up that they are able to enter and clean out any room after 9am. Housekeeping manager said it “wasn’t a big deal” and she can just “give it back” despite us being frustrated about the situation. I am a single woman traveling alone with children and I felt very uncomfortable over the fact that I opened my door to someone cleaning out the room entirely and did not leave after I explained that we didn’t check out yet. We still had our breakfast sitting on the table in this room as well. I said in exact words “it is a big deal and I’m frustrated”. The conversation quickly ended after I said I’d just speak to a manager about this instead and she rolled her eyes and that was the end of it. The housekeeping manager then decided to go down and complain about me to the front desk where the general manager, Michael Rackoff, was. By the time I came down stairs, the general manager already knew who I was and was extremely rude making condescending comments towards me before I even had the opportunity to explain the situation. He said I should be held to a higher standard since I am a relative of an employee and that I shouldn’t be rude to his employees. My friend and 3 other employees were all witnesses to this conversation. I was NOT rude, didn’t yell, nor argue. I expressed that I was frustrated and that was all. I asked him to pull the cameras because that was NOT true. It wasn’t fair at all to accuse me of being rude for a mistake made on their end. This man was shaking, borderline yelling, and over talking me the entire time. This was also in front of another guest and about 6 employees. One next to him, and about 5 others walking around. Before I even got the opportunity, he started to make comments over the “damages” in the room. I tried to explain to him that we had issues with our fridge and it didn’t work and my child got sick in the middle of the night after we put milk in the fridge and he drank it without realizing it didn’t work. I tried to call down to the front desk and house keeping multiple times after it happened but only received a busy tone. This happened with the phones the night before as well so I had to use my person cell phone to finally get ahold of someone. I showed him my call logs proving this and he said “that means nothing”. He then explained that it’s a “cooler” even though the website description says it’s a mini fridge. He then told me he was going to charge me for the towel and linens I needed to use to clean up and that he suggest I “leave the hotel” immediately. I said I didn’t have an issue paying for a towel that we had to use to clean up throw up (despite knowing that it could easily be washed) but that had nothing to do with my concern about housekeeping. I don’t think I’ve ever dealt with this sort of experience in customer service. I am a former Marriott Employee myself and I know that this isn’t the standard. I requested him to bring up the camera footage for the front desk and for the conversation with the housekeeping manager multiple times and he just kept saying “I’m not going to do that”. It’s safe to say my family and I will not be back to that location and I sincerely hope Michael gets better clarification on situations before publicly insulting and...

My husband stayed in Marriott properties for 85 nights last year. To say we are loyal is an under statement. We were traveling to Williamsburg and DC from Auburn, AL and Concord was a perfect stopping point. We checked in and I got to the room. The window covering was missing a panel. We were facing the parking lot and could not completely cover the window. I called to the front desk and asked for someone to come fix it. I was told they didn't have anyone to do that. I said ok, can you move us to another room. They said fine. I went up and checked the new room before we brought 9 days of luggage for 4 people up. The AC would not turn on. I went back downstairs and said the air wouldn't work and to put us back in the original room and we expected it to be comped because we were now about 45 minutes into this goat rodeo and still were going to be in a room where people could see in. No one apologized, no one acted interested, no one offered to help in any way other than to say those rooms were our only choices and they could give us $50 off. We asked to speak to the GM. She had to walk from an adjacent property. She got there and again no apology, we were told we could move next door at 10pm in the pouring rain or if comping the room would make us happy she would do that. We said fine. We get upstairs and completely settled. The phone rings and someone begins yelling that they had video and the window was covered and the AC in the other room works. I asked who I was speaking with. They would not identify themselves and continued to yell that we had lied to get a free room. I asked her to come look at what we were talking about and she refused. I asked again who I was speaking with and they finally said the manager. I asked if it was the GM or the front desk manager and they said "the manager". I finally asked if I was speaking to the Caucasian lady or the African American Lady. She then said she knew this was about race and that she would not comp the room for a racist. My husband goes to the lobby to try and figure out what in the world was going on. The person who had called me a liar and a racist was the Caucasian GM and she had called the police. They told my husband if we stayed we would pay for the room. He said fine he would take it up with Marriott corporate. He returned to the room where we discovered we had 2 sets of towels for 4 people and the TV didn't work. Because the GM was so unreasonable we didn't even ask for more towels. My husband has traveled for work for 35 years and I have traveled for work for 25 years and have always been loyal to Marriott. This is by far the worst experience we have either encountered ever. I would not recommend this property to anyone...