I'm a pretty loyal Marriott Rewards traveler. So why on Earth would I stay at this Hyatt place (multiple times for business) when there are two Marriott options within a stone's throw of this location? Simple - reasonable price and unbelievable service.
The rooms and overall facility are clean and well-kept, but the competitive advantage lies in the un-paralleled service. I've stayed several times now, eliminating the "fluke" possibility. There's not a single staff member I've encountered that hasn't convinced me that they truly care about each guest's experience and comfort.
I could offer many examples of how each of the staff I've encountered has made a positive impact on my travel. Judging from my observations while at the hotel, it's clear they have many regular guests who I can only imagine have had the same great experiences - greeted by name and expeditiously attended to. The staff seems to truly understand the business traveler; the need for convenience and efficiency, the exhaustion of navigating a non-home atmosphere, the need for familiarity and a warm smile (not to mention a warm breakfast). What sets this hotel apart is that they address each one - they've focused on nailing each of these key factors in the business traveler's world, and I appreciate the heck out of it.
So I now have a Hyatt Rewards card, and I plan to use it whenever I visit Charlotte.