Four Points by Sheraton Charlotte - Lake Norman — Hotel in Huntersville

I was so excited for my stay on Tuesday 10/22/24, which unfortunately did not happen. My friend and I who had a girls trip planned showed up to the hotel at 5:30PM ready to check in and get ready for the night. We thought what a great hotel location since we would be close to many places where we could get food and drinks. After giving my name, the person at the front desk said we have no rooms for you. I was confused and explained I had reserved a room through my Marriott account. Greyson R. who was at the front desk said Marriott overbooked the rooms and there was no room for us. I explained that we needed a place to stay and we needed to get if figured out, Greyson’s reply was “Ma’am I don’t know what to tell you, there is not a room for you” I looked behind me and saw the line growing, I asked what about all of these people, no one will have a room tonight?. Greyson said the platinum members will get a room but I was only a silver and that actually “you’re not a member at all” I could not believe how this person was speaking to me, I explained that the name on the reservation was my husband and we were members, not that it mattered what so ever that I was being talked to that way. I explained that I needed some sort reconciliation for what was happening, a room booked somewhere else, compensation, something, and Greyson said “only platinum members get compensation”! At one point they just walked away from the desk in the middle of the conversation. I was baffled, I said I would step aside so others could get checked in while my friend and I looked for hotels. I watched at least 5 people after me get rooms. After they checked in Greyson left the desk to go out front of the hotel to vape instead of trying to help us. We had multiple hotel guests come up to us in the lobby to say how sorry they were about the interaction we had as well as give us suggestions on where we might be able to stay. By this time it was after 6PM, after making many calls we finally found a My Place hotel not too far, thankfully. My friend and I both said thank goodness we didn’t have our babies along for the ordeal. I truly have never been so disrespected by someone before. I was made to feel less than on multiple occasions by Greyson. When asking for a manager, I was told they were the manager and the only person there to speak to, if I wanted to speak to someone else I would have to call corporate. I have been a waitress, bartender, worked a front desk at a hair salon as well as a few other service industry jobs and would never think to speak to someone the way Greyson spoke to me. I hope in the near future to hear from someone about...

TAKE THE TIME TO READ, LONG BUT HONEST ... I chose this location because of its proximity to Birkdale Plaza and to my sister. We stayed at this location April 7 - April 12, room 310. After spending over 18 hours in the airport, arriving to the hotel after midnight, I just wanted to come in and lay down. Instead, I found myself trying to get the AC/Heater system to work. Our room, 2 full size beds, VERY small for four people but we made it work. The room was VERY STUFFY and being that I am going through the changes of life, I really depend on a working AC/Heating system to keep the air circulating between my hot flashes, sweat break outs that then cause me to be cold, this unit was NOT it. I was simply miserable. The room was okay clean, AT FIRST SIGHT, I've seen better rooms that were cleaner, the lobby was okay. Nice was nice and welcoming. From April 8 until we checked out, our room was NEVER CLEANED. Every day that we were there we had to ask for towels. Monday, the day after Easter, I asked when our room would be cleaned, I was informed every other day, which I get AND gave them an extra day because of the holiday. BUT when Tuesday came and we got back to our room STILL not cleaned, I had it. Questioned the front desk if they skipped our room and if it would be cleaned, I got a "oops, sorry, they are gone for the day." This was at 5pm, so you guessed it, I asked for more towels. For 5 days, our room was not cleaned, stuffy room with terrible AC/heating unit. We ended up making our own beds so it looked as decent as it could, kept our trash centralized and our dirty towels were stacked in the corner next to the toilet in the bathroom. We used A LOT of towels over the course of 5 days. It was my intention to email the corporate office about this BUT I am unable to locate any corporate information. Frankly, I am surprised this location is still open and that it does not have any creepy crawls because of the lack of house keeping.

Gym was nice and so was the pool. We utilized both of those to get out of our stuffy dirty room. Plain and simple if you don't mind not having your room...

First and foremost Greyson was THE REASON we decided to make our reservation. We were traveling from Michigan, and I was wanting to physically call and speak to a human (weird, I know) to get prices and options on rooms. I called 7, yes 7 hotels in the area, and Greyson deserved a shining start right from the go. She was so friendly and helpful, a big change to the other 6 hotels I called where I either was never able to be connected to a human, OR when speaking to a human they were rude, and seemed annoyed by calling in for something I could easily find online. With Greyson's warm greeting, I honestly did not even care about any amenities offered, and I chose Four Points.

I called at 730AM the day of our stay to find out when I could call back to find out about an early check in, thinking I would be told to call back in a few hours, but was just trying to plan our day, and she told us she could accommodate us anytime we were ready. Amazing surprise and we were thrilled as we got in a day early and had to stay elsewhere the night before due to four points being fully booked. We got moving, and upon check in Greyson was the exact same way in person, super warm, super welcoming, and clearly amazing at her job.

Our hotel room was just okay. There seemed to be some mold growing on the AC unit, and around the fire alarm on the ceiling. We were in room 427 if you would like to go take a peek. The room was surface clean, definitely not deep clean, spill marks on the bottom of the furniture, and lots of dust on ledges. I had requested on the website to have extra towels and pillows, but there were none in there. I did NOT mention this in person, so it could have been an oversight from requesting online. No biggie.

The other ladies we saw as we came and went several times during our stay were not as warm and welcoming as Greyson, some did not even say hello, but to be fair, Greyson set an extremely high standard.

Would stay here again, but only if Greyson is still working there. Give Greyson a big fat raise, this hotel would be just like all the others...