Courtyard by Marriott Charlotte Airport LoSo

Unsafe and Unhygienic – No...

Liked: I checked into Courtyard by Marriott Charlotte Airport LoSo on July 31, 2025, for a stay originally planned through August 3, 2025. Upon arrival, I was assigned a ground floor room that had a strong musty, damp odor. I immediately informed Paulina at the front desk and requested to be moved to a higher floor. I was told that only ground floor rooms were available for single occupancy.Despite this, I attempted to stay, but the room was visibly unclean — there were stains, dust, and the window lacked a screen or security lock. I returned to the desk again to raise these issues, and only then did another staff member Samantha assist Paulina and find a room on a higher floor, which was also a single occupancy room. Unfortunately, room 303 also had serious security and privacy issues. There was no peephole cover, and I noticed a maintenance worker lingering outside, looking into my room. After briefly leaving the room, I returned to find an unidentified liquid on the door — which had not been there earlier.Due to these unsanitary and unsafe conditions, I did not stay in the room and checked out on July 31st. I have reached out to the hotel requesting a partial or full refund, and as of August 18, 2025, I have received no response.Photos have been provided to support my concerns. This experience was unacceptable, and the lack of communication from management only makes it worse. I would caution others to consider this before booking especially solo woman travelers.
Disliked: Listened and responded honestly from the start maintained basic cleanliness and security standards. Communicated professionally and responded to my refund request.

Superb

Exceptional

Would stay here again.

Liked: Very comfy beds!

Pleasant

Liked: The location was perfect for the occasion
Disliked: I booked my stay through a third-party site, which clearly stated that check-out was at 12 PM. However, I received a call from the front desk this morning insisting that I needed to check out immediately, stating that check-out was at 11 AM. When I calmly explained that my booking confirmation listed 12 PM, the receptionist responded in a stern and unprofessional tone, cutting me off and saying, “No, check-out is 11.”I understand that policies may vary, but if you’re going to partner with third-party booking platforms, it’s important to ensure the information they provide to guests is accurate and consistent with your own. The abrupt and dismissive way the situation was handled left a poor impression.

Face value quality in the...

Liked: Free shuttle to and from airport, room size, helpfulness of staff, decent price on such short notice (unexpectedly stranded after late night flight cancellation at CLT).
Disliked: Creating a Bonvoy account to get access to WiFi should just be a name and email to begin with. I needed quick access to WiFi but had to spend more time than I liked entering my info, which was frustrating after a long day and night of issues at the airport.

Exceptional

Liked: Everything was great about the property itself.
Disliked: I did not like the receptionist being rude about the check out time. Booking.com showed the check out time being 12pm. The receptionist was very rude informing me that the check out time was 11am and the site I used was wrong. I understand I went through another site, but there is a proper way to speak to people when things are miscommunicated.

Exceptional

Superb