Courtyard Charlotte Matthews

I go there is said it was open and it was closed

When I arrived, there were no luggage carts available. I recently sustained a back injury and needed a cart for my luggage. I work on the road and have not been home since early August 2025 - that’s a lot of luggage. I was told that they had no idea where the carts were, but they would look for one. I parked in front to unload and watched the receptionist at the front desk stand there. No one was looking for the cart and no one seemed to care. I resigned myself to attempting to carry all my bags to the third floor, one by one. Finally, a guest sent a cart down an empty elevator and I happened to be waiting when the door opened. I was able to get my last 2 bags up to the room using the cart. When I checked into my room and settled in, it was very hot. I adjusted the temperature on the thermostat and nothing happened. It turns out my room had no functioning AC. The wall unit was not working and would not even blow warm air. The receptionist told me there is “nothing she could do”, and maintenance would not be in until Monday morning. This is happening on a Saturday afternoon around 3:30 pm. I had to be very firm with them that I will not stay in that room with no air conditioning for a week in 70+ degree weather, and was not waiting until Monday morning either. They asked me to stay there and wait for a call on the room phone and they would get me another room. I wait and wait, then I finally pick up the phone to call the front desk - there’s no dial tone. They can’t call me because the room phone is completely disconnected. I decided to look up the number online and call the front desk from my cell phone. The hotel internet network was out, as well - big surprise. I looked up the number on my phone on my cell network. I found the number and called it. The front desk line either didn’t ring or, after the greeting from the routing system, no one answered. I had to go back downstairs. When I got there, they finally got me another room with a working AC wall unit. I had to move my luggage once again. The next room I move into was fairly standard, other than condensation leaking from the mini-fridge, and I went to sleep for the night. The next morning, I went out to pick up food. I spend most nights in hotels, and I usually carry paper plates. Whenever I run out, I know I can always grab a few at the front desk to hold me over until I buy more. I went to the front desk to get a paper plate or two. The receptionist (a different one that day) informs me that they don’t have paper plates and “the bistro”, whatever that is, uses regular plates. No problem, so I ask if I can bring one of them to my room to eat, then return it downstairs. Apparently they’re “not allowed to do that” for a Diamond member who spent 112 nights at Marriott properties in 2025. I’m not sure if they thought I would break it or steal it, but I just wanted a plate so I could eat my food. Instead of staying the next 6 nights, as initially scheduled, I checked out first thing Monday morning and checked in to a cheaper and much better hotel nearby. Instead of finding solutions for their guests, the attitude here is “it’s not my job.” For this property to survive, the staff will need to be completely retrained. It is my guess that the owner(s) of this property do not empower their teams and lead them properly, and likely do not have the positive attitude required to succeed in hospitality themselves. EDIT: Changed to 2 stars to reflect that Marriott corporate did their best to make it right. Marriott is great; this particular Courtyard location is terrible.

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