Beware, Google Business Profile is misleading--Management knows but they have refused to correct. They will not let you change your stay, despite their knowledge otherwise. My family is visiting Charlotte for the marathon. We had two essentials: (1) pool and (2) hotel near marathon course. This fit both requirements. I looked through the photos and the THIRD (3RD) PHOTO has a picture of a pool. Since the hotel was close, I booked it. As we got ready for our trip to Charlotte this morning we learned for the first time that there was no pool I promptly called the hotel to see if I could cancel because of the misleading photos that lead to the booking. They informed that I had a non refundable $560 fee. I advised "management" that the only reason we booked the hotel was because of the 3rd photo showing a pool. "Management" advised me she was aware of this photo, that she'd reported it numerous times to "upper management" but they had not done anything yet and this was above anything she could handle for me. She said this has been a common complaint and despite her informing upper management, they had refused to do anything. She also said because of new changes in policy, she was unable to refund my fee. Frankly, this explanation is insufficient. Clearly, Marriott is aware that many families like mine are choosing the hotel because of the POOL and location and their own employees are telling them this is a problem, but they're happy to collect payment without fixing their Google business profile. This is a misleading and shady business practice at best. And my two little girls are going to cry when the realize there's no pool. It's an easy fix to get rid of the 3rd pool or provide an indication that its inaccurate. I can only presume doing such would not be good for them.

Really did not want to leave this review here - but I have no other option as Marriott has not reached out to me about my recent stay and I cannot find any sort of feature on my account where I can leave my comments/concerns regarding my stay. I would also like to note I am a regular Marriott customer, a Gold member currently, so if I received the treatment I did at this stay, I feel very badly for first time customers having to deal with this and this is NOT NORMAL. I stayed here in November for 5 nights for work and will never be staying at this hotel again. Upon arrival (~10pm, straight off a flight), I was not eagerly helped. It took them several minutes to stop whatever they were doing on their computers/phones to help me. The front desk, night shift specifically, were very cold and not welcoming. I will say the staff in the morning was nice, but the night staff was not ideal to interact with. When checking in, they did not have my room ready, even though I had already checked in and filled out my accommodations via the app. I booked a king bedroom for the week, and they did not have it available, so I was given two queen beds.... whatever. Did not get an 'I'm sorry' or even an offer for more points, etc. (nicer hotels than Springhill have always provided me extra accommodations/points for not having my exact room booked). As annoying as this room error was, it happens to me often at Marriott, I just decided to look past it. I also am supposed to get free water bottles when I check in, which I was not offered. I was told 'you were supposed to have a bag but uhhh I don't see it anywhere.' I proceeded to get water from the market that one of the concierge's tried to charge me for. So, not only was the staff just flat out rude and did not care about the guests, or me in particular, but the overall establishment lied about what my Gold membership offers me and what they would have ready for me upon arrival - overall disappointing and annoying. I then was told if I wanted to switch rooms after seeing my room, I needed to let them know before midnight that night so proper cleaning could be done.... I did not entirely understand this comment, but I was so tired I just wanted a room with a bed at this point. So, after not getting the room, I booked nor my welcome bag, I go to my room and alike other reviews I've read, my room was not very clean. The desk was all sticky with food and crumbs, candy on the floor, hair in the sheets and on the bathroom floor/counters, just not acceptable whatsoever for how much I was paying. This is not acceptable, period, for anyone giving their money to them. Overall, not a great or good experience. Will not be staying here again.

A really wonderful hotel. Rooms were large and clean and fully equipped with all the amenities for a comfortable trip - fridge, microwave, coffee maker, desk, pullout bed, etc. The staff here was superb - everyone I spoke to was very helpful and always kind and welcoming. Especially the lovely gal who runs the delicious breakfast - her warm welcome each morning made it feel very homey. The only con for this location is that it is next to the rail station and you can often hear the bells as the train approaches. It also means this location is conveniently located, you can hop on the train to south end for more shopping and eating - but just something to be aware of if you're not a sound sleeper.

Couldn't have asked for a better place to stay during out trip to the spectrum stadium. The entire place was clean on a extraordinary level. The staff was incredibly nice and informative. We can't wait to come back! Price was beyond fair for the across the street walk to the stadium. Breakfast was delicious and the staff are hard workers and personable. We come from a small town and we got that feeling in this giant city because of this place. Don't miss out. Just book it!

The hotel was nice, and it had great amenities. The young African American man who checked me in was very kind and very nice. The girl with the red hair were very accommodating. The only thing I had a problem was that I was not aware that valet parking was $15 a day. I may have missed it when i made the reservation. I stayed here for the Elton John concert. I would definitely stay here again!!

DO NOT book an event here. I had my wedding here in June. The venue was dirty and trashed on the day of our wedding. My family and I had to clean the event ourselves because no one came up to clean the venue until a couple hours before the wedding. On top of this, Ali, the sales manager coordinating our wedding blocked my wife’s number two months before our wedding and never unblocked the number. How she still has a job after numerous poor event experiences (see other reviews) is beyond me. After complaining, we were told there was no issue and we had a great experience. We were never surveyed nor asked about our experience. We escalated this issue all the way to corporate where we we were given an amount of points that doesn’t even equate to a one night stay. We spent a ton of money on our wedding so for them to offer an extremely low amount of points and no discount is unacceptable, unethical, and immoral. Don’t book an event here, you’ll be sorry.

Ali, Tyrekus, and the front desk manager are horrible. Demons themselves. They were extremely rude and the staff physically yelled at wedding guest. unless you want to never get responses, get the wrong wrong, and a dirty venue don’t book here. There’s a reason many people don’t. The hotel refuses to pull video proof of staff yearling at guest, locking them in an elevator, and nit cleaning the room. The wedding party had to clean the room twice. No heart and no customer service.

Best place to stay for a show at Spectrum! The rooms were spotless...no dust! The staff was kind and enthusiastic about folks being there for a concert. Breakfast was great and check out a breeze. The wait for valeted cars was lengthy, but those guys were working hard to get us our cars. I have stayed here before and experienced the same kindness and service. Thanks!

Currently staying here. The room and staff are nice. However, it is extremely noisy. We were told our room was on the quiet side. We'll, at 1130 pm street performers are banging outside our window on street 6 floors below well above the Charlotte noise ordinance levels for a weekday. Do not recommend this hotel if you want to actually sleep.

Stayed for three nights. The people at the front desk were always friendly and helpful. The room could have been cleaner. Found candy on the floor in two different areas and random hairs on the bathroom floor, sink, and shower. The complimentary buffet breakfast was blah and the heated food was always cold by the time we sat down at the table. The location was fun, with many different places to walk to and visit.

Stayed here a couple times now, it's a pretty good hotel. The beds are comfortable, the rooms are large, and the property is pretty new. The showers are starting to show a bit of mold, hopefully they can resolve this before it gets too bad. The front desk staff is really nice. If you don't want to valet park, there's plenty of garages nearby. Hotel ocation is very convenient to the city and highways. The free breakfast is kind of lackluster compared to other hotels though. I would definitely stay here again.

I booked a room through booking and it was a night short so when I checked in I was told that I was not supposed to check in until the next day. So the lady at the front desk booked an extra night for us which I appreciated so we signed and paid got our keys and we were told to check out in the morning and check back in. So the following morning we check out like we were told when we checked out we were told that there was no record of a payment.We were told we had to give our keys back. I told the guy up front that we payed the night before and signed he continued to say we didn’t pay. So we had to sit in the lobby for almost 20 minutes with all our belongings still in the room. We called the bank they told us the merchant had a hold on the card so I told the guy at the front and he proceeded to tell me the same thing so I go back to sit and call the bank again and he comes and say oh I found the paper showing that you payed. I am very unhappy with the situation we spent a lot of money at this hotel and this was our first stay. I believe we deserve something for this inconvenience.

The hotel and rooms are comfortable + visually appealing and the location is convenient, but the amenities advertised are lacking. Morning breakfast was gross. The hotel's "bar and restaurant" wasn't open on a weekend? Other than these small issues we enjoyed our stay.

I had some issues the night before my check in when I called to ask a few questions with the person named sasha. However, the following morning when I checked in Kai I think was her name was very sweet and accommodating and got me a wonderful room. Mae was extremely helpful and brought me up extra towels whenever I didn't even need them she also asked if I needed anything upon my check in and make sure I was well taken care of. Their complimentary breakfast was delicious and a full buffet. Donna, the cook, came out to check on whether or not our food was to our liking. Most of the staff was very nice.

This was one of my best hotel stays. Customer service was very nice. Shout Out Sydney at the front desk! (My Treacherous lil Twin!) Also.. Monika Faulkner was a BIG help and exhibited a great deal of patience throughout my checkout process. Friendly staff all around. Rooms were clean. Views were nice. Breakfast selection was good. Walking distance to just about anything you may need. For a 3 day 2 night stay… I will definitely choose this hotel again.

Nice uptown hotel located beside Spectrum Center with easy access to the light rail and walking distance to bars and restaurants. Check in was fast and easy, bartender was fantastic, all staff were friendly and helpful. Only draw back was the valet parking, not due to staff, they were great. The valet system just seems to be flawed, the call/text ahead to get our car was not working so the valets were having to do a lot manually and it had them hustling trying to keep up. Great job from them considering the circumstances.

The room and the location of the hotel was great. Right across the street from the arena. The service however was not up to par. I had to get my keys rescanned multiple times because they would not work. I also had to wait over 15 minutes in a line to get my car from the valet again. Hopefully the valet gets improved since I had to pay $30 for it.

Horrible place for events. Horrible staff. The venue is dirty. My wedding guest got YELLED at trying to ask them to clean their venue! No one wants proof no one will follow up so I will be posting a lot of proof here if the mess Ali, Tyrekus, and the front desk manager made. They also told me I had a great experience. No one asked. They told us and then blocked us when we consoled about the venue they promised us being dirty and them yelling at guest. They refuse to listen or look into the event or video footage. Please please do not book here and really know your wedding day is special and you don’t want people who absolutely know nothing about customer service working on your big day. Even if it’s a work meeting - they don’t clean the tables they just cover them with used (from previous meetings) cloths. The fact that Ali has a job and staff who yell and degrade a bride and groom on their wedding day is beyond me.

Front desk staff was amazing. Mini-refrigerator didn't work. I normally don't use Marriott because I've found that their hotels are not well maintained. Unfortunately, this stay confirm my past experiences. Hilton hotels never let me down. Best Western brand is pretty consistent too.

Remember to use ʜoᴛᴇʟʙᴏʟʟʏ.ᴄᴏm when booking any place. This site will compare thousands of booking websites and usually will have rates a lot cheaper than others! Thank me later on! This resort is one of the most well known in the area. I have been staying here for a long time. If you stay for a few nights you won't be disappointed. Billy Eilish concert was going on and they were swamped! Line was wrapped around the block to get to check in. Housekeeping was trying to clean rooms to get people in but they were way behind. It took 90 minutes to get to the front of the line. To be told they could take down our name and call when a room was ready. Not acceptable as had a reservation. I asked for compassion as was my nieces birthday please check again. We got a room!! I thanked the overwhelmed young lady at the desk and tipped her! She was an Angel!!! Be nice to these hospitality workers they really are doing a great job despite trying circumstances!!

Honestly, I never came in contact with such lack luster service. I live about 2 and a half hours away and I’ve been calling them to see if the maid service have found my keys. They tell me to call back at 8 in the morning to talk to the house keeping manager since they are the only ones apparently that have the keys to the lost and found. I call and they tell me “they’re currently out of the office they will give me a call back by 11”. They continue to not answer my phone calls and I have now called more than 5 times and no answers from the front desk. I leave multiple messages to let them know that is important to at least know if my keys are there so I can go drive 3 hours back there just to pick them up. Yet they continue not to answer my call or even have the decency to return it. The only reason why they have 1 star rating now is because the only good thing that came out of the trip there was the valet service. Front desk and management are the sole reason why they are getting this rating and low rating. I honestly would not recommend anyone to go here. They need to change their attitude and service cause this is truly unacceptable.

Billy Eilish concert was going on and they were swamped! Line was wrapped around the block to get to check in. Housekeeping was trying to clean rooms to get people in but they were way behind. It took 90 minutes to get to the front of the line. To be told they could take down our name and call when a room was ready. Not acceptable as had a reservation. I asked for compassion as was my nieces birthday please check again. We got a room!! I thanked the overwhelmed young lady at the desk and tipped her! She was an Angel!!! Be nice to these hospitality workers they really are doing a great job despite trying circumstances!!

Shocked at how amazing this place was for how little we paid. The rooms were fabulous. 2 queens and a pull out for less than $150 a night?! In the center of Charlotte and directly across from the spectrum center?! This is my new go to place to say. Taking away a star because the breakfast "buffet" was just eggs and sausage and a very limited number of pastries and cold cereal. I know COVID has a lot to do with it but I think this could have been better.