Courtyard by Marriott Charlotte Lake Norman — Hotel in Huntersville

Good Evening,I contacted the Courtyard Marriott Charlotte Lake Norman, 16700 Drive in HuntersviNorth Carolina. I spoke to Andreas who seemed to be very pleasant. I asked Andreas if their were any rooms available for Saturday, February 16, 2019. Knowing the NBA Allstar Game was that weekend, I was pleased when Andreas advised me that their were rooms available. I told Andreas that I needed (2) rooms connected one with a king sized bed and the other with (2) double beds. Andreas told me he could get the rooms attached for $199.00. I told Andreas that price was great for (2) rooms, and I immediately gave him my credit card information and reserved the rooms. In closing the conversation I requested a confirmation e-mail from Andreas and he told me that he did not have the capability for the confirmation e-mail.Saturday, February 16, 2019,We arrived at the Courtyard Marriott around 4pm and was met at the Hotel Desk by Andreas. Andreas stated that he did not have the rooms I requested. I told Andreas that I had reserved the (2) rooms attached for $199.00 and he said that he could now get the rooms but it would be a little more $229.00. I said that was ok because it was great price and I needed connecting rooms for my Granddaughters (17years old and 11 years old). We had a comfortable stay and checked out on Sunday Morning before leaving for Church. Monday, February 18, 2019When looking at our bank account my wife and I noticed that we were charged $229.00 twice by mistake. I immediately contacted the Courtyard Marriott and spoke again to Andreas. I advised him of the mistake and began to stutter and told me that the charge was $229.00 for each room. I reminded Andreas of our previous conversations and requested to speak to his Supervisor. Andreas advised me that his supervisor was off and would not return until Tuesday, February 19, 2019.I gave Andreas my contact

information and he said he would have his Supervisor Keith Wilson respond to me on Tuesday.Tuesday, February 19th and Wednesday, February 20thI attempted several times to contact Keith Wilson but I found that he was always in a meeting for (2) days or walking around the Hotel. I am very disappointed with your service, I did not stop my payment and continued to believe that the Supervisor would have the professionalism to give me a return call to correct Andreas's error. I am a professional myself handling complaints with my agency and simply would never neglect a customer as I have been neglected. Andreas told me that their was free breakfast which was not true, the pool was closed and the unprofessional response to my complaint is intolerable. In closing I would like like reimbursement and a response from a manager. I will never stay in a Courtyard...

I stayed at the Courtyard Norman Lake this past week on a business trip and I must say it was not a very enjoyable stay.

First off this hotel is not up to Marriotts standards. As a lifetime status member with Marriott and have stayed in Marriott properties around the world for years and this has been on the bottom of the list.

When I checked in the computer system did not have my information already entered, and we had to go though the process of giving all of my information like I was not already rebooked.

I get to my room and the door handle had to be pulled up in order to open the door. The window curtains had been partially ripped down, the shower door was off track, the toilet handle had to be held down in order to fully flush the toilet, there was no alarm clock, the phone system did not work, and the desk had a leg that seemed broken. The power sockets seemed to look on the wall units. The internet had issues connecting initially as well. Also for some reason on multiple nights, there was the sound of a high speaker bass that played for hours between the hours of midnight to 3 am.

In the lobby there is the Bistro, but there is no bar due to the location not currently having a liquor license. The food was ok it seemed like it had a regional twist to it.

I had overheard from other guests issues with the cleanliness of the elevators, the broken ice machine, and one guest said due to it raining the day before his room had a pool of water in his top floor room. Now this all did not happen to me so I can not confirm. The phone system does not work for the whole hotel as I have called it in regard to a possible issue with my bill and after the prompts it goes to a busy signal.

The only bright spot for this location was the Asian front desk attendant Annie and the person that was at the bistro on my first night. Annie was very helpful in trying to help my boss and I a place within walking distance to have a couple of cocktails to catch up and discuss business. The bistro worker was both the chef and the waiter. He was extremely friendly, and if I had a restaurant I would definitely hire him as FOH. He went out of his way to grab me drink from the market place as there was no drinks set up at the bistro. The kitchen was actually 86ed many random items, and he did his best to accommodate with what was available.

Now I was told the hotel was under new ownership, and I know they need time to work through the issues. I hope they can update the location so the next person that stays there will not have the same experience.

PS my stay does not show up on my Marriott App for some reason. Also your app has been having loading...

I’m going to be very honest. So this is a full review.

Rooms: The beds are clean, and comfy. 10/10 T.V is good (not 2024 tv but it’s good enough) so 9/10 Shower 9/10 Good clean and Provided with soap Furniture - 10/10 Good desk, single couch, wardrobes and etc. Washroom Sink Area- Good counter, sink wasn’t amazing because of how they open but i’d give it a 8/10.

Customer Service: 10000/10 Amazing Customer Service. They were attentive, helpful, kind, and generous. The staff here are good people that work hard and are guaranteed very kind people.

Food: 6/10 So the reason the food is low in rating is not the quality of the food it’s the expensiveness of the food. So basically they have two sections: Their Starbucks Bar and The Snack Bar Starbucks Bar: They have good food for breakfast as well as drinks like beer and etc. However the items are expensive depending on what you get. But it’s good quality food so It’s worth the price.

Food Bar: Has a lot of snacks like frozen pizza, noodles, chocolate bars, chips, wine and etc. It’s a good amount of snacks and food that they have, however it’s pretty expensive for certain things.

Overall, the food provided is a 9/10 however the prices bring it down to a 6, it’s not super expensive it’s just a little excessive, but we need to take into account that’s it’s a hotel, so what do you expect?

Facilities: 10/10 Room Privacy - You can’t hear anyone through walls which provided privacy and I’m happy about that. Lounge - Their is quantity and quality in the furniture. There are lots of comfy furniture you can sit on and relax with when you come into the hotel. You can eat, hang out and watch sports games in this lounge area. Cleanliness - Very clean hotel, floors get vacuumed, rooms gets cleaned well and freshly.

OVERALL, This-hotel is a 10/10 for its price. Everything is very positive and I am very happy with my stay. I will come back to this hotel again later in the year. I appreciate all these guys have done. I never leave a review but this hotel genuinely made me want to write a review. I hope you guys enjoy this hotel. Follow my Instagram:...