I thought my room was booked hotel direct. However I found out that It was a 3rd party booking. Had a room problem. Hotel said room issue had to go through them. 1st room: kept wiping water during the day, we were in and out due to event, by night finally realized it was Water leaking on floor, maintenance came, said it was from air conditioner, would require fan to dry floor, he contacted front desk, so late night …tired…we had to move to another room which had an adjoined second room. Interesting, no compensation given, 3rd party apparently told that there was no record of the inconvenience recorded nor refund authorized from the hotel. Also There was also a Smoked glass Mirror which had what looked like something in the middle of it. Circular in shape. I thought it was a spot, wiped, it wasn't , appeared to be a circle, something inside of the mirror located near room entrance. (3rd floor)

Worst experience ever, find another hotel!! As someone who works in customer service I hate to do this. My nieces graduation card with money in it went missing, it was left in the car (stupid I know now). We left the car outside locked then checked in and gave the keys to the valet. Later that evening we went out and realized it was gone. The front desk manager was truly not helpful. She stated we would have to contact HR in the morning. We double checked the car, our hotel room etc. The front desk manager without even looking around said she hadn’t seen it/nobody turned anything in. The next day the desk manager finally helped somewhat by getting the valet manager involved. He was very kind, he said he watched the cameras and saw me take the card out, we pressed to see the video footage but was told we would need a court order! There was no incident report filed like they said they would, nobody would pull up the camera inside either to confirm if we did in fact take the card out. If someone did lose something as a customer would they not want to assist with finding it?? Truly the worst experience at a hotel.

The staff goes above and beyond in every aspect. From travel weary check in ( Mackenzie) and through this stay, someone has stepped up with their Southern hospitality. Jayla Dennis was exceptionally creative and instrumental. Her kindness is definitely noticed. Every encounter with any member of this team was positive. Marriot UNC Charlotte is remarkable & will chose this one again.

My wife and I recently stayed at this Marriott while celebrating our anniversary, and we wanted to recognize one of your newer associates McKenzie for providing truly outstanding service during the July 4th weekend stay. From the moment we arrived, she was attentive, kind, and genuinely appreciative of our business. What stood out most was that her care never felt forced, it was truly authentic. McKenzie took the time to listen, was willing to work with us and even when issues came up, she was solution orientated ALWAYS. As we celebrated our anniversary, McKenzie went above and beyond to make the occasion feel special. McKenzie’s professionalism, warm personality, and willingness to go the extra mile turned this stay into an unforgettable one. If this is the level of service they’re providing as a newer associate, Marriott has an INCREDIBLE team member with an exceptionally bright future. I sincerely hope McKenzie receives the recognition she deserves. We look forward to staying with Marriott again because of experiences like this. Go McKenzie go!

This hotel charges way too much for the quality of the rooms. Cons: The coffee makers are terrible and leak everywhere. The towels are thin and cheap feeling. The shower pressure is abysmal. The parking costs $10-20 a day, and you have to pay every time you go in or out of the parking garage (so may be much more than $10-20). There are no microwaves in the rooms. Our room smelled horrible. The bathroom smells like rotten plumbing. The AC works great but pumps smells into the room... when it didn't smell like bonfire smoke (which made no sense!) it smelled strongly of cooking food, as if air from the kitchen downstairs was being funneled into our room. After leaving, all our clothes smelled like smoke or stale food. The plastic cover for the card scanner on our door randomly fell off. It just felt like everything was mediocre at best. They don't provide any water bottles or anything in the rooms, so if you want to make coffee you will have to provide your own water or use the bathroom sink. The train is loud and even in our room on the opposite side of the building we could hear it. One of the nights when we arrived back after dinner, the lights would not turn on inside our room. The lights in the bathroom also would flicker on and off the whole time we were there. Pros: The tram is right outside so public transport is easy. The staff are really nice. The restaurant was alright for the price. The pool was basically empty and could be enjoyed almost privately. You can stream your own streaming services directly onto the TV. Overall I would say this hotel is not up to the standards of any other Marriotts, which I think is also clear from other reviews. The price is far to high for the accommodation provided. Such a shame.

The hotel itself was nice, but the initial check-in process was HORRIBLE. Ebony, the woman who checked me in, was rude and condescending. We drove 6 hours to Charlotte and checked in around 4am. I called the night before to let the hotel know that we were gonna be there at that time. When we got there we had to ring the doorbell to be let in (because it was after hours so I understand) and the woman who answered the bell sounded like she just woke up. I had to wait awhile for someone to come down and let us in and we were already super tired at this point. When I finally got upstairs to check-in, the woman at the front desk treated me as if I was inconveniencing her for showing up at 4am. Which I understand, is early for some people… but don’t take it out on your guests who are also tired. Her manner of talking and tone was short and incredibly rude. What really got me was how she responded when I asked for an upgrade. Because we are gold members we were eligible for an upgrade based on availability. I understand that it’s entirely up to the hotel’s discretion on whether or not they could do the upgrade. And I did not expect to be upgraded anyways, but it was worth an ask. When I asked the woman (her name was Ebony) she said that the hotel only does upgrades for Gold Elite Members and above and that since I was a “silver elite” I couldn’t get upgraded. And I kindly told her that I was a gold member, I have been for years. I started to pull my phone out to check into my Marriott account (but I couldn’t remember my login in that moment) And she said “No. Again, REMEMBER, You are a SIL.VER. ELITE.” As she was looking at me opening the app. And enunciated the words “silver elite” as if I was 5 years old and didn’t know what that meant. And shoved the room key to me. I still wasn’t able to get the app open yet to prove I was a gold member. At this point it was 4:30 and I was too exhausted to argue with her so I just took my key and went to bed. My app finally let me login when I got to my room and it does indeed say I was a gold elite member. And on the tv screen it said “GOLD ELITE MEMBER, GOOD MORNING BECKY”. So I very obviously was correct and she was wrong. I’m not sure what she benefited from lying to me about my Marriott status (which doesn’t mean anything anyways). It’s not like gold members are that much different from silver members. But it was the principle of how she talked and treated me that was abysmal. It ruined my experience with the hotel from the very start. She could’ve just told me they couldn’t do upgrades at the moment or that the hotel was at capacity or something. There was absolutely no reason why she had to pull the gold and silver statuses into the mix to make this a conversation about social hierarchy. Like what did she gain from treating people like that? With that being said, the other hotel staff were absolutely wonderful. The cleaning ladies were very smiley and kind and did such a great job keeping the gym and pool clean. The day staff (a younger man and younger woman) were also phenomenal and very courteous. It’s unfortunate that this is such a well-kept Marriott with the most unkind check-in night staff. Ebony was a nightmare to my trip and I hope I never have an experience like that again at another Marriott hotel.

The hotel was nice and bedding was accomodating but when I tell you valet, maintenance, and building crew were absolute rockstar. Some how my hybrid rental broke down at valet. They jumpstarted and put it into a parkable tow place with cones at 1am in morning. They made sure yhe vehicle was fine before clocking out of their extended shift. Sometimes God grants you favor and kindness that is unexplainable. Im truly indepted for their service, so I'll pay it forward. They didnt ask nor wabt to receive any funds. So I sincerely thank them of service.

Great customer service. I stayed here for a conference and the conference room was good enough for our attendees. Easy to access and great food. Nice and clean room. We had power outages but they did great customer service to take care of us

Stayed here for a conference and had no power the entire time due to a burst pipe. While accidents happen, the service was unacceptable. Staff argued with me over needing two flashlights for a pitch-black room. The mattresses were like hammocks (completely saggy), and the room had no soap, lotion, or water. To make it worse, management offered almost no compensation despite the hotel likely being covered by insurance for the outage. Very upsetting stay—Marriott can do much better

My stay was amazing thanks to bartender D'nea at the marriott's restaurant the golden owl! Her attention to detail, wonderful personality, and interactions made the snowed in weekend beyond enjoyable. I'll definitely stop by to get amazing service!