AC Hotel by Marriott Charlotte SouthPark♡

Perfect and professional customer satisfaction all the way around

10.0

Was recently in the AC hotel from 7/6-11. It was perfect....Cleanliness of room, room service, front desk...... The breakfast was fantastic....and Fabiana was an utter delight. She was professional, extremely personable, incredibly attentive to our dining needs or questions.....for us and all other guests in the breakfast area...Very pleasant to speak with....She is definitely a keeper foro the Marriott. Look forward to sharing our experiences with her...when we return to another stay.

Excellent experience

10.0

Nice atmosphere, easy friendly check-in room was very clean and comfortable. Loved the roof top bar.

Awful

2.0

My experience at AC SouthPark can only be described as a complete disaster. As a long-standing Marriott customer, and specifically a regular AC Hotels guest for many years around the world, my stay at this property has made me seriously reconsider whether I should continue using Marriott’s services. I can say with certainty that I will not be returning to AC SouthPark. My extremely poor experience began at check-in, which was flat and unwelcoming. The staff member who assisted me was not friendly at all and seemed completely uninterested. On top of that, I was asked a question that honestly left me stunned: “Would you like housekeeping to clean your room tomorrow morning?” My answer was obviously yes. What kind of question is that? Why would I not want my room serviced, especially when paying a rate of €350 per night? Once I settled into my room on the seventh floor, the experience became even worse. The room opposite mine was occupied by a group of young people partying until very late at night. The rooms are poorly designed, with a horrible extraction/ventilation noise that cannot be switched off. That ventilation system seems to connect with other rooms, which amplifies the noise. As a result, I was unable to sleep until the party finally ended. However, that was not even the main issue. The following day, after a long and exhausting day of work, I returned to the hotel at around 10:00 p.m. only to find that my room had not been cleaned. The towels had not been changed, and no one had even bothered to tidy or service the room. Naturally, I called reception, and their response was that housekeeping was no longer available at that time. This is disgraceful. At €350 per night, they did not even have the decency to change my towels or clean my room. Unfortunately, the problems did not end there. The next morning, I went down for breakfast, which was included in my room rate. To my surprise, not only was the buffet extremely poor, with very limited products and very low-quality food, but when I finished, I was presented with a $23 bill to sign and to add a tip. No one had served me; it was a small, deplorable buffet. I assumed the signature was simply for internal breakfast control, and that I would not be charged because breakfast was included in my rate. When I went to check out, I asked for the invoice so I could review it. Conveniently—or perhaps not—the system was not working, and I was told the invoice would be sent to me later by email. Two hours later, I received the hotel invoice, and it included a breakfast charge despite breakfast being included in my booking. I have now spent five days trying to dispute this charge by email, through the Marriott form, and by other means, but I have received no response whatsoever. They have effectively charged me fraudulently for breakfast, completing what has been an entirely shameful experience with a hotel chain that, until now, had been my first choice for my monthly business trips. They have managed to make a Marriott Platinum member stop using their hotels. A disgraceful hotel and disgraceful service.

Disappointing

2.0

Currently staying in the hotel. Three hours prior to check in the charged our three night stay. Upon check in they failed to advise us that the rooms were not cleaned daily, so when we walked into our room after being out the first full day we walked into full trash cans, dirty towels still on the floor. We had to call downstairs for clean towels and then wait. The front desk was not very pleasant or understanding. Also, paint coming off shower floors and the floor in the room was filthy dirty. The bottom of my feet were black after my nightly shower just walking from the bathroom to the bed. Just gross. Coffee maker in room, with no supplies (creamer or sugars). Very disappointing and would not recommend staying here, I know I never would!!!

The charged me and I moved the date, after they said this was fine. And actually recommended I move the date. Thanks!

2.0

Was ripped off by the Marriott. Big fan of Marriott, just not this location. Thanks.

Rave review for Staff Member

10.0

Love the area and staff. Dwight in particular was fantastic. Genuinely kind and helpful. Everytime he came to assist he was pleasant and offered to do things without asking. He's a keeper! We love this hotel...except for the newly implemented paying for parking.