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!

The location is horrible. I have been dealing with an incorrect billing since December 2025 and the manager David Bean has refused my calls and has failed to return any of my calls. This hotel was disgusting, no hot water. I was informed at the first desk that there may not be any hot water and to check the room prior to choosing to stay. I completed a check and opted to check out immediately I was informed I would not be charged and a manager would reach out. David Bean and Sharon and another lady.

I reserved a king size room on hotels.com. when I got there they had given my room away and gave me one with two queens and with the heat not working. I was very cold and due to my flight being cancelled, I only had four hours to sleep. When I told them the heat didn't work they said they would fix it but that doesn't help my experience.

Nice place for the price. The beds are super comfortable along with the pillows. The breakfast is above average and the staff is friendly. I'm staying for a couple of more days. If I run into any issues, I'll be sure to update my review.

BEWARE! Do not stay here. They are money hungry. You are not a "guest", you are a bank account to management. Arrived at 1pm on a weekday, check-ins at 3pm and the hotel was near 100% empty. We were told we could check in early for an extra $20 per room. OK, strange but fine we'll pay. We were going to rent 2 rooms for 1 night while passing through Charlotte, NC. We were asked multiple times if we would stay a few nights, we have no need for a few nights just 1 night. I then proceeded to sit in the lobby while I waited for my father inlaw to arrive to pay for the rooms on his card as he had not gotten in yet. I was quickly told No one's allowed to wait in the lobby for any amount of time until they've checked in and then kicked out, with the reason being "my boss is a tough one". Ok, it was only going to be approx. 20 minutes for his arrival and I had kindly explained this. I wasn't a nuisance to their lobbys waiting area. I was a traveling guest just like any other citizen. At any other hotel this is welcomed to make yourself comfortable, why must I wait in my car or leave the property until they have collected my money and given me keys to a room. We immediately left and took our $400 for 1 night and 2 rooms elsewhere. After reading other Google reviews complaining of yucky rooms and bugs I think we lucked out!! Go spend your money somewhere your welcomed in with warmth and hospitality.