Zero stars if I could. Walked into a literal health hazard—the room was covered in mold on the air conditioning unit and completely uninhabitable. I had to pack up and check out in the middle of the night just to get out of there. With my asthma & allergies couldn’t do it. To top it off, when I tried to get my money back, the hotel had the nerve to lie and tell customer service that they "offered me another room" and that's why they won't refund me. That is a 100% lie. The guy at the front desk explicitly told me there were no other rooms and that he would just make a note of it (and yes, I have the audio recording and photos to prove it). Dishonest staff and gross conditions. Save your money and stay literally anywhere else.

This was, without question, the worst experience we've ever had at any hotel. I drove over 10 hours from Florida to Charlotte for a major surgery that required me to check in at 6:00 a.m. Before arriving, I called the hotel on three separate occasions to request an early check-in due to my medical procedure. Each time I was assured that notes would be added to my reservation and that accommodations would be made, especially since we are Best Western Rewards members. When we arrived, we were greeted by alicia, who was by far the most rude, unprofessional, and unknowledgeable front desk associate I've ever encountered. She left me standing at the front desk for over 10 minutes before even acknowledging me. After I explained my situation, she insisted there were no notes on my reservation. Several minutes later, she admitted the notes were there after all. Despite knowing I was there for surgery, no effort was made to help us. Because I had to leave for my procedure, my husband was forced to sit in the parking lot for four hours with our autistic child, who was understandably overwhelmed and screaming, while I was in surgery. Alicia instructed my husband to call back around 7:00-7:30 a.m. after the shift change because housekeeping would prioritize cleaning a room for us. She also said the manager, David, wouldn't arrive until around 9:00-9:30 a.m. When my husband called, Sharon—the same employee who had previously assured me an early check-in would be accommodated—was rude and told him there were still no rooms available because housekeeping wouldn't be in until 9:30. We had also been told earlier that we'd likely have to wait until noon or 1:00 p.m. to see if a room became available. I have now just come out of surgery, and it's nearly noon. We are still driving around Charlotte looking for somewhere to go while I'm wearing compression garments, surgical drains, and recovering in severe pain. Instead of resting in a hotel room, I'm sitting in a car with my husband and our autistic child because this hotel failed to honor the accommodations they repeatedly promised. When I finally called the manager, David, hoping he would help resolve the situation, he immediately became defensive. Rather than listening, he repeatedly interrupted me, cut me off mid-sentence, and demanded my name before I could even explain what had happened. There was absolutely no empathy or concern for the situation. To make matters even worse, before my surgery Alicia allowed me to use the restroom to change into my pre-operative clothing. As I walked down the hallway, I noticed dead cockroaches lying on the floor. That was just another sign of the poor condition and lack of care at this property. I worked for Best Western for two years in Wyoming, so I know the level of customer service and hospitality that is expected. This experience fell far below those standards. The lack of communication, broken promises, poor customer service, and complete disregard for a guest recovering from surgery were unacceptable. If I could give this hotel one star, I absolutely would. I will also be contacting Best Western Corporate because no guest—especially one traveling for a medical procedure—should ever be treated this way.

Update: Leitner drive across from the mall. I certainly have the right place and you know exactly what I’m saying. —— Stopped into this absolute rat nest 7/22 and was so happy I had the wrong hotel. As soon as I stepped in a roach ran across the floor. The rude front desk Shaniqua didn't care at all when I told her, she just replied that it was from outside. When I walked in, Shaniqua was arguing with a guest who was about 40 feet away sitting down. She was rude to me as well.

The lady working at the front desk was awesome! She was super nice and helped me get my reservation that I booked for the wrong date get cancelled with a smile on her face! This hotel was also great bang for your buck! Nice room with great staff!

My husband and I stayed here from June 4 to June 6, 2026, and we will not be returning. At check in, the hotel’s system showed that I owed about $200, which was incorrect. I had already paid in full when I booked using a rewards member book early and save rate. I even had an email confirming that my balance at the hotel should have been $0, which I showed them and will attach to this review. The front desk associate was kind and did everything she could to help, including waiving the $50 security deposit, but I still ended up being charged twice for the room. I am now working with Best Western corporate to get that money back, and they have told me the hotel should never have charged me in the first place. While this was happening, a line formed behind me. The front desk associate went back to the manager’s office several times to ask for help, but he never came out. Instead, he repeatedly instructed her to tell me I would have to pay or not check in, leaving her to deliver that message with a lobby full of waiting guests. A good manager would have stepped in to handle the situation directly or at least helped move the line along. I made a point to treat the front desk associate with respect because she was clearly trying her best in a difficult situation. She is the only reason I am giving more than one star for service. The lobby and breakfast area looked nice, but the rest of the hotel was filthy and run down. We stayed in room 317, which was in unacceptable condition. There was leftover food and drink in the fridge from a previous guest, a used bar of soap in the shower, and the floor was visibly dirty. The shower had almost no water pressure, and the toilet made a loud whining noise every time it was flushed. There was also a used facial tissue sitting in the hallway outside our door the entire time we were there, which suggests the hallways were not being cleaned either. When I asked about housekeeping, I was told they do not provide daily service due to being short staffed. That may be the case, but it does not excuse the condition of the room upon arrival. Cleanliness should be a basic standard, especially in guest rooms. At night, there were several people lingering around the property who made the environment feel unsafe. The parking lot seemed to be a gathering spot, and I was uncomfortable leaving my car there overnight. I was also concerned that the lobby doors were not locked at 11 pm as posted. On our first night, we returned around 1 am to find the doors propped open with no key access, meaning anyone could walk in. Overall, this hotel appears to be poorly managed. The issues we experienced, from billing to cleanliness to safety, point to a lack of oversight and planning. I was not expecting a luxury experience, but I did expect a clean, safe place to stay and to not be charged incorrectly. If you are considering staying here, I strongly recommend looking elsewhere. The Moxy in uptown Charlotte is a much better option for about $50 more per night and is closer to the action. The Ballantyne area also has nicer surroundings with some affordable options. Anywhere else would be a better choice.

Best Western Plus at Pineville Matthew's, Charlotte NC is by far the best one in the country! They really make you feel like you're coming home on each visit and my husband and I visit often. The breakfasts are so tasty and everything is always so clean. I'd like to thank each one by name because it's a team that work so hard to make your stay absolutely wonderful! General Manager-David B. Housekeeping-Lila, Ada, Azucena, Anita, Honey Cooks-Roselia and Dee Front Desk-Sharon, Desiree, Elena, Felicity, Marilyn and Junior. ??

I originally booked my room with affirm and whoever they had working the night I had to check in (4/23) told me the room was only reserved and not pay for. So on top of ALREADY paying for the I had to pay again. The room was not properly cleaned or restocked. The bathroom was disgusting the door handle was broken and had mold. I also had their breakfast that Saturday morning and found hair in my food. I checked out 10am Sunday (4/26) and still haven’t heard back from management. They obviously don’t care for the property as they should. Highly disappointed that I wasted so much money with them and no one is reaching out to rectify the situation.

I have stayed 1 out of 2 nights so far. There was a small stain on my sheets but the front desk quickly gave me a new set which was nice. This morning I noticed toilet paper/tissue on the back of the bathroom door. I let the front desk know on my way out and requested it to be removed and the surfaces to be wiped down. That was at approximately 11:40AM. I'm returning now at 5PM and it is still there which is pretty disgusting & makes me wonder about the cleaning practices. I'd honestly expect better for over $115 a night. Needless to say, I'll be using the cleaning products I bought while out today.

The lobby and room decor was nicely done. The wifi connection was good. Check-in was easy and quick. There is ample free parking. The TV programming is phenomenal. The fitness center appeared newly done. The front desk staff, housekeepers, and maintenance were unfriendly. Two large roaches were outside the front entrance. There was uncovered food in the stairwells which could attract rodents. I made the manager aware and he suggested it was homeless people taking residence. The breakfast items could use more variety. Better attention to cleaning was desperately needed. Debris was in front of several rooms for days. The drawers were a bit unclean and contained lint. We discovered a chicken mcnugget and french fries hidden underneath the drapes in our room on day three of our stay. We discovered two roaches the following day. The computer for the business center did not seem to work and what appeared to be a brand new television in the fitness center did not work either. Checkout time were confusing and altered. It stated 12:00pm on the back of the room door, but at the front desk it stated 11:00 am. When we inquired, we were told the checkout times depended on the number of pending reservations they have.

Upon arrival we were notified that the elevator was out. No reason was given as to why it was out of order. We were directed to use the side entrance. Using our pass key the door showed a green light, however, when attempting to open the door, the door handle was broken. After entering the second floor we noticed multiple buckets in the hallway. The sprinkler system pipes were broken. Water leaking in the hall. Carpet soaked. Finally, our room. Mold in the bathtub covered by caulk, broken rod in the closet, multiple areas on the ceiling showing peeling paint, missing prints and mirror in the room, stained carpet. In the bathroom something sticky on the floor, and sink did not drain. No offer to change rooms or discount the rate. We chose a non refundable room because of our previous experiences. We are Diamond members and very rarely are the conditions such as this. Prior to this stay we were at a Virginia Best Western that we frequent when heading south. On the way home another Virginia location that we also frequent and love both. Do not recommend this location!