Coco and the Director — Restaurant in Charlotte

This used to be my favorite coffee shop in Uptown until my two most recent incidents. Just completely awful, reckless customer service. First incident was with a blond girl wearing a hoodie with a rainbow at the front counter; second incident was with a black man at the front counter.

Problem A: Both times when I asked for my drink of choice ("Could I have a __") they responded with something to the rude tune of "Yeah no." The second encounter I was thrown off by how dismissive he was; both times they just kept staring at me like I was the one who was foolish. How am I supposed to know what's out of stock? That's your job to inform me, do so respectfully, and perhaps offer a suggestion. So instead had to re-pivot and offer a second choice, without any input from them. Again just poor customer service based on their reactions.

Problem B: In that second incident, after I ordered, I moved to the right to wait for my order; a customer came over afterward and told me she had heard the blond girl and black man (at the front counter) talking smack about me. They were condescending to what I was wearing and how I wasn't entertaining their flippant manner with my demeanor.

Seriously have these two ever gone through customer service training? How can the Marriott endorsement this terrible behavior? The baristas here used to be so sweet (one used to remember my name) and now they're moody, condescending, and just awful to deal with. Will happily take my money to Night Swim or the cafe in the...

This coffee shop is part of a major, international hospitality chain. The food, drink and atmosphere reflect that. If you go expecting food service quality, I suppose it's fine. I ranked it as three stars based on it accomplishing that mission in life. If you're expecting true coffee shop quality and atmosphere, you'll likely be disappointed as that's just not what it is.

Parking is valet ($28 plus tip), on-street, or private, parking deck ($15 for about 90 minutes). On street parking was hard to find.

The beans are a major, international brand. The brewed coffee is about what I'd expect for decent, food service coffee, but under extracted. I didn't have an espresso or espresso-based drink.

The pastries I saw and tried were also about what I'd expect for food service pastries--except for the banana bread which was surprisingly small, dry, and lacking in flavor.

The person behind the counter helping me was great; She was personable and professional and seemed truly customer service oriented. She represented the hospitality brand well.

Next time in Charlotte, I'd look for a local coffee shop more focused on quality coffee and baked goods. I'd go back here only if i was already in the area for some other reason and really wanted a generic tasting cup of coffee or snack--but I'd avoid the...

I have had coffee in many places. Puerto Rico, Oregon, Florida, Kentucky and North Carolina just to name a few but I've never tasted such a malty, creamy and decadent coffee like the one in Coco and the Director. Last time I went I actually ended up drinking 2 cups of coffee it was so good. Granted I was wired for about 24 straight hours but well worth the jitter-pumped-caffeine-infuse-hardcore hangover. If there's a better coffee than this one please by all means tell me so I could try it because this is at the top of my list.

The location of the store and the setup is beyond what you can imagine. Big stair-like steps adorn the main lounge where you can sit and drink your coffee but there are pillows you actually sit on or use them for your back. Not your thing? Ok, no prob. There are tables throughout the whole location to maintain the traditional way of drinking "un cafecito" in the coffee shop.

The staff are all super friendly and very knowledgeable of the coffee and where it comes from. They are so friendly, in my opinion, that they're the type of people I'd like to have as friends.

Wait for me because I'll be returning soon to order my two cups of coffee. Or better yet, prepare me my 32 oz jug because I'm ready for more! Keep up the excellent work or great products and great service, every...