TownePlace Suites by Marriott Charlotte Mooresville♡

Refused to honor Marriott reservation guarantee upon bumping us

2.0

Do not book a reservation at this property unless you want to get bumped with no assistance in finding a replacement room. After bumping us, the front desk clerk and her manager (via phone) said that this property does not honor Marriott's Ultimate Reservation Guarantee. Even when informed by a Marriott Customer Service agent via phone that the Ultimate Reservation Guarantee is not optional and is a mandatory obligation of all properties flying the Marriott flag, the property still refused to help. Marriott Customer Service was able to honor most of the terms of the guarantee, providing free lodging nearby and compensating me with 90,000 Bonvoy points (after repeated phone calls spanning three weeks), but I still never got the $100 promised by the guarantee.

Mistreatment

2.0

As a Marriott associate employee, I recently stayed at this hotel in Mooresville and had one of the most frustrating hotel experiences I have encountered. My issues began at check-in when Monika checked me into the wrong reservation and charged me $70 for a separate reservation that was not scheduled until the following day. She also attempted to charge me an additional $30 for my Marriott Rewards points stay. Throughout my three-night stay, there appeared to be a complete lack of communication among the staff regarding my reservations, rates, and payment arrangements. I was clearly informed that two of my nights would only require a $20 incidental hold, while the third night would be charged at the associate rate of $70. However, staff members repeatedly overcharged me and seemed unaware of previous conversations and corrections that had been made. It was evident that information was not being properly documented or communicated between shifts, forcing me to repeatedly explain the same situation. What made matters worse was the way I was treated when trying to resolve these issues. I was consistently met with condescending and rude attitudes from staff members and management. At no point was I asking for a free room or special treatment—I simply wanted to ensure that I was being charged correctly according to my reservations and associate rate. In addition to the billing issues, I experienced a serious cleanliness problem during my stay. After a recent car accident, I was exhausted and trying to get some rest when a roach literally fell onto my face while I was lying in bed. It then crawled across the bed. I have video evidence of the roach in the room and on the bedding. Being awakened by a roach falling on my face was unacceptable, unsanitary, and honestly one of the most disturbing hotel experiences I have ever had. As a result, I was forced to move rooms, causing even more stress and inconvenience during my stay. Even after checkout, I continue to have concerns regarding incorrect charges on my account. The general manager and Monika did not handle my concerns professionally, and I felt I was treated unfairly throughout the entire process. The lack of communication, repeated billing errors, poor customer service, and cleanliness issues made this stay extremely disappointing. I hope management takes these concerns seriously, reviews its billing procedures, improves communication among staff, and addresses housekeeping and pest-control standards so that future guests do not have a similar experience.

Home away from home wherever I go

10.0

I trust the Marriott brand like no other, and I never stay anywhere else if I can help it. Without exception the rooms are clean, safe and comfortable, the atmosphere relaxed and homey, and the staff welcoming and accommodating. The included breakfast always hits the spot. The full fridge and kitchen setup is just right. Special shoutout to the desk agent when I was checking out; I mentioned that they ran out of yogurt at breakfast and she apologized and immediately offered me my choice of an item from the minimart. Now that is service with a smile!

Guest review

9.0

Right off the highway. Restaurants in walking distance.