Courtyard by Marriott Charlotte Matthews — Hotel in Matthews

On December 15, 2024, Marriott located in Charlotte Matthews let a man make a reservation using my points and stay in a hotel room as pretending to be me as fraud. On I12/17/24 i found out what was going on and I called and I asked for them to call the police and have him removed because he was committing fraud and they said they can’t do that and he can stay. She also told me there was nothing that she could do and I asked her how did he check in without my ID or me being there and she stated well they couldn’t put him out all I was told. I believe this was an inside job and someone that they know that they let fraudulently use my account. I then hung up and called corporate on 12/17/2024 and spoke to Dejnae who stated that it was illegal and against the law of what that Marriott did. She then called that location in Charlotte Matthews And told them that they had no right and they should not have let anyone check in without me being there and that is illegal and he has to leave or make his own reservation using his name and money. Dejane did apologize and stated that I will be able to get my 47,000 points that he used back and she was requesting them back for me. On 12/20/24 I called and spoke to a supervisor by the name of Linda. She stated that I will be getting my points back. She apologize that nothing has been done and put in another request because the case needed to be reopened. I asked her how did they close anything without giving me my points back. On 12/27/2024 I called and spoke to Christine who apologized again who stated that my points that were added back to my account. She stated she is going to work on getting my points back added and stated for the inconvenience I would be accommodated. On January 3, 2024 I called back and spoke to Jessica. I called back because my point still was not refunded to me. I was trying to book a room for three nights and use my points and my points were not available so jessica said she will look into trying to get my points back per the other 3 reps said as well. She was apologetic for the scam and the fraud for all the four or five times I had to call and nothing was done. Jessica said that she would be able to get my points back added and they will be able to accommodate me with the stay that I have been trying to book. Called back and spoke to Cameron on January 6, 2025 to see was my points back my points and they were actually back posted to my account. I asked Cameron to add accommodation of my stay that I will be staying for three nights and was told by supervisor a Cameron that they do not accommodate people for anything. Doesn’t matter how customers are treated, what was done to them they do not do accommodations. I would advise everyone not to do business with Marriott or stay at any of the Marriott locations because they are allowing friends and family to do fraudulently activity and to use elite customers such as myself points for lodging and have the nerve to give you a hard time reimbursing you what was yours in the first place or even accommodating you for the inconvenience. This is by far the worst I have ever been treated in my LIFE! Marriott is the worst hotel company to ever stay at and how they treat their elite customers is horribly, disgraceful, distasteful, unprofessional, poorly and unreal. Marriott is letting their family/ friends fraudulently use customers account using all their points for lodging and committing fraud and scams on loyal elite customers accounts. Please don’t do business with Marriott I was and have been treated horribly because they let someone they know commit fraud on my account. This is a corporation and you would think they would be very apologetic, accommodating trying to make things right for their wrong doing but they are a horrible corporation who allow scams and allow fraud on their customers with no care in the world. It’s not them it’s...

Worst hotel experience ever…reserved a room 4 months ahead and was told that the first floor had double beds..called back only to find out that our reservations were not saved. Made another reservation and was told the same thing (the first floor had double beds). Arrived at the hotel and the supervisor explained that the first floor only had king-size beds and that all the rooms were taken except for one room. We did end up taking the king-size suite with a couch that had a pullout bed due to a handicapped individual. However, when I opened the door to the room, it smelt like mold, the hotel room was nasty, the furniture had stains, the blankets and sheets had stains, the carpet was nasty, the walk-in tub was hideous, and the pullout bed was not made and had huge stains on it. We stayed up until 3 am trying to get accommodations for a new room to accommodate the other two people since we needed another bed. Only to be told by staff that there was nothing they could do and that per policy, we would have to pay a new fee. The next day, we moved to the third floor and the hallway was scorching hot (no air flowing). When trying to access our new room, the key did not work. We spent about 10 mins trying to get in. We figured out that we were given the wrong room number. I had to walk back downstairs to advise and was given the correct key cards. The door would not lock correctly going in and out. And when shutting the door, the locks stayed out. Also, in this room, when trying to grab a towel, the towel rack fell, and when trying to fix it. I almost slipped and fell. In both rooms, we noticed that the curtains were nasty. On the last day when packing up an old sock that did not belong to anyone in the room was found in the bed covers. Only certain hotel staff were accommodating and friendly. The supervisor was not and most definitely not accommodating. Never again will my family stay at this hotel and we will not recommend staying...

I am a frequent business traveler but this trip was not business but to attend a funeral. I needed to be close to Pineville and had several options but this hotel just attracted me. Its rating was not the top but it was close and for one night I made the choice. It was amazing and I highly rate it as one of the best Marriott s I have ever stayed. From the start, Jacobi at the front desk was on top of my reservation, gracious, kind and a great sense of humor. The hotel had been updated the year before and was clean, huge comfortable swivel lounge chairs with a fireplace and large television and library that was away from the front desk and dining room. The room was clean, right temperature as if I were in a home. The hotel did not have that travel smell... It was clean, quiet and the equipment in the fitness room had been maintained well. The breakfast the next morning was hot, quick and the Starbucks tasted like Starbucks. Great care was given in every aspect of my stay.

I was in a hurry and forgot my I PAD. In my last Marriott I left a book and it was never returned. In other Marriotts, I have left plugs and some were returned, others never found. So I did not have a lot of hope. I called the front desk 10 hours later when I realized I had left my I PAD and Jacobi at the front desk asked me to verify my room number. He laughed and told me that they had already packaged it up and when it slowed down, he had planned on calling me for the best way to return my IPad. Wow!

That act of honesty and integrity demonstrates the quality of staff at this hotel that exemplifies the leadership from the top down. Again, I was only there one night but would stay there again when on business in Charlotte. Great location and...