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| - I booked a Saturday night stay at the Charlotte Marriott Southpark via Marriott.com and picked the weekend AAA rate. The wording of the rate description was also a bit misleading because it said "M lounge level, higher floor, queen or king room". I was trying to understand what was meant by M lounge and learned after we arrived that the lounge is on the lobby level and you get access to it by paying for that particular rate or having enough status. I never had M lounge access nor was on the M lounge floor and did get that clarification by the front desk. You can pay $30 extra for it or book at the rate that includes this access.
I booked a room at the AAA rate and got updates on the Marriott app days before arrival. 48 hours before arrival, the app reminded me to check in and I did. I could not pick a room like in other hotel apps so I just checked in and it said to see a front desk agent upon arrival.
Front Desk: We arrived on a Saturday night after a day in the city and I believe Alex was working the front desk. Another co-worker was sitting off to the side checking her phone and as a customer, it does not set a nice impression when the front desk agent is on their phone and not engaged with the customer. I am silver elite but who cares because I was never welcomed as such or thanked for my loyalty. I provided my license and Marriott credit card and was then asked for my AAA card. I have never, in all my traveling years, been asked for my AAA card. I have the card, booked that rate and feel like my integrity was questioned by being asked to show my AAA card. Alex then asked me if two queen beds were ok. I said I did not want two queen beds and was never asked my room preference when I checked in on the app. The app does not let me select my room or room type so that was a waste of my time to check in early on an app for nothing. My profile says king preference and I understand that depends on availability by why have a profile and why check in ahead on the app when you can't pick what you want?
I also never received a folio for my stay. Upon checkout with a different agent, I asked for a folio and she said it was emailed to me. I have yet to get an email folio and was not given a paper copy either. My first and last impression of the front desk are not good.
Room: The rooms are beautiful. It feels like a studio apartment and I love the hardwood floors. The bathroom fixtures are modern and clean, the furniture was light and fresh and the ceilings are nice and high. The bedding was a little wrinkled but other than that, the room was perfect and the bed was comfy for a good night's sleep. The shower has the faux marble look and very new shower heads and fixtures by Kohler. The shampoos and toiletries all smell good and if you are elite, you get a room on the upper floor with a robe in the room. Each room also had a very large television where you can connect Netflix or watch cable. The AC and heating unit was very quiet (no window unit) and the lighting and electrical outlets were all on point.
Wifi: I wanted to connect to the wifi as well and when I picked the wifi for Marriott Guest, it asked me if I wanted to pay $12.95 or $14.95. I did not want to pay so I called the front desk again to ask. Alex explained that I had to select the $12.95 option and it would then be taken off my bill because I was Marriott Rewards. I feel this is something that should have also been explained right at check-in at the front desk when you greet the customer since every property is different.
Parking: free in the lot and you are right next to the mall
Restaurants: the hotel is next to a small outdoor mall with restaurants like Paco Taco, Tuscany and Bricktops nearby. All are within walking distance:
Lobby and hallways: very clean and smell fresh. Infused water is a nice touch and the renovations really add a modern touch
All in all, the location next to Southpark is great, the parking is free, and the rooms are updated and comfortable. I would just work out a few kinks with the front desk since that is your first impression and I did not feel welcomed or that anything I did ahead of time in the pre check-in process was honored or even understood.
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