2/10 Terrible
Shani
Travelled with family, Travelled with family and small children, Travelled with group
May 14, 2024
Disliked: Staff & service
I arrived on 5/9/25 for check-in and I was told my reservation had been cancelled by the “system” and the property was oversold. After traveling 7.5 hours, I initially attempted to appeal to the guy at the front desk and explain that I was not contacted by the hotel and that my reservation was still active on my Expedia app. He was very dismissive and shrugged “thats the problem you booked through a third party,” as he carelessly handed my cards back to me without an apology or signs of empathy. He also said he had no contact information shared from Expedia to alert me of any issues. When I asked him to assist with finding other accommodations and a manager he replied “I’m it and there is nothing I can do.” He basically blamed me for booking through Expedia and failed to provide an alternative solution. Within 5 minutes, another customer was able to check in and get a room (I know this to be true because I actually know the person)…so much for oversold rooms!!! I became very upset and began to let him have it, it was only after that point when the other people in my travel group asked questions did he even attempt to “pretend” to call around for accommodations for me and my family. He was otherwise rude , dismissive and condescending. I travel to Charlotte very often but I will never book with this property again. I called the manager and left a message and have not received a return call, however I will escalate my concern to corporate.
Shani
Stayed 3 nights in May 2024
