JW Marriott Charlotte

I am a long time Platinum Member and have stayed more nights than I can count at this property since it opened. Our most recent stay was scary. Details below. I was advised by the day shift supervisor on Sunday, March 24th, prior to checkout, that I contact the management of the property ahead of our next visit. I have been staying at the JW Marriott in Charlotte on countless occasions over the past two years, starting shortly after the opening of the property. I visit regularly, perhaps about once a month, usually with my son, to visit sporting events in town. We usually have a wonderful experience and appreciate the comfortable accommodations and helpful staff throughout our stays. Unfortunately, during our most recent visit, we were startled and woken up abruptly in the night from Saturday, March 23rd to Sunday, March 24th, at 4am! I was quite literally shook due to extremely loud shouting and explicit language in the hallways near or room (2215) in what sounds like a brawl or fight amongst several people. The exchange of threats and insults (which I find unfortunate for my elementary school son to witness in the middle of the night) lasted approximately 10 minutes. I immediately contacted the font desk and requested security to intervene and address the situation. The situation seemed to calm down by around 4:30am, although I believe I still heard an argument continue in a room down the hallway, but "quiet" enough. The next day, your day shift supervisor told me that security eventually came to the location and the situation was resolved. However, I wasn't provided with further details or follow-ups from the guest experience team or security team. When I reported the incident, I advised/asked whether security cameras are available in the hallways. I believe the need for those was very applicable. It was indeed scary, especially for a child. Needless to say, if also made the stay anything but restful and peaceful. We felt quite tired upon our true wake-up time due to the lack of sleep and sudden shock we experienced. Finally, the supervisor told me that I should contact the management, preferably via the generic Email address. After sending an email and calling, nobody from the management team has reached out. I need to evaluate my commitment to the property and consider staying at other locations within Charlotte.
Apr 8th, 2024

My hubby booked me a sweet last min foot massage on my bday right before we were leaving for a week of vacay. Im 5 mos pregnant and didnt want to do full body. I was taken back on time and brought out 20 min later (30 min intended service). When I told the front desk girl, she made me feel like they were doing me a favor working on me at all because well thats our cheapest service ie you dont matter/we can gip you because you didnt book anything expensive. Yikes.
Apr 6th, 2024

The hotel was beautiful and very nice. Room service was great. However, after my 30 minute wait to receive my car back from valet, my stay was no longer favorable. Shortly after texting the number to get my car back I walk outside and see the same people that had brought my car to me throughout the weekend. They look at me and obviously know Im waiting. One of them grab my keys and hook them on to their shirt while helping a customer (who arrived several minutes after I requested my car). He then gives the keys to the other worker, while looking at me as if its some sort of joke. The guy who now has my keys proceeds to take the luggage upstairs for the customer, while the other guy goes and gets a different car. The girl working at the valet desk looked at me and then looked at one of the other workers and said 20 minutes (I had been waiting for 20 minutes at that point) After another several minutes I go ask the worker at the desk to go get my car, and it does not show up in the system. I told her the exact name and ticket number I received on my phone and she finds it. She begins looking for both of the guys and starts calling them trying to find out where the hell my keys are. The guy with them is too busy assisting a customer on another floor above us so I have to wait even longer. As a valet, you should never take someone that is waitings keys with you to assist someone. He then comes back and gives them to the other guy and the other guy says no I dont want to and then gives them back. After several more minutes (I had received my car almost instantly the first two times I requested it) it finally showed up. My seats were moved and my car was freezing. It was a cold day outside, and my car does not have a powerful AC that is quick to cool down. This experience was awful, and I expect way more from the JW and a valet service. Especially with the expensive fee they charge per night! Clearly I am not the only one who has had trouble with the valet after reading other reviews, and something needs to be changed. I was in a rush to get home and had to change plans because of this! If I were on my way to the airport like the friends I was staying with, I would have completely missed my flight! Truly awful and would NOT recommend.
Apr 6th, 2024

God help you if you get stuck adjacent to the pool and are stuck listening to loud music until midnight when you want to be sleeping. Its going down 40 degrees tonight and they are pumping music at the pool bar. They offered to move us but not into tomorrow because they claim to be fully booked tonight but have hardly seem a soul on our floor today. Also our fridge smells like something died in it. Wont be back.
Apr 4th, 2024

Apr 2nd, 2024