I stayed at this hotel and will not recommend it to my worst enemy. I called the hotel several times before my scheduled check-in date to verify the total cost and their incidentals policy. I was told that the hotel will only authorize my card for the room and tax and 25% for incidentals. When I arrived at the hotel on May 2, 2014, I presented my Visa card which had a balance of more than the total stay amount I was quoted. My card was declined, so I left and went to the atm and transferred funds onto another card, thinking the bank may have declined the card since they recognized an unfamiliar authorization. Once I arrived back at the hotel, I spent another hour and a half going back and forth with the front desk and the hotel's merchant bank, because the 2nd card was declining too. I then called both banks and found out that the hotel was attempting to authorize over $100 more than they should have (even after than authorize monies to cover incidentals). I have been in the hotel industry for more than 15 years and I am well aware of most brands' credit card policy, as it relates to incidentals. The front desk disputed me continuously that they were not over authorizing funds on my card. I even conferenced American Express (My Bank), with the front desk and their merchant bank. There was a male employee there that identified himself as a manager and he offered no suggestions and was extremely timid acting. He did not offer any suggestions nor try to accommodate me as a guest that had ample funds to cover my stay. When I asked to speak to the General Manager, I was told that she (Melissa St. John) was away until Monday taking care of a family issue and was unable to speak with me. However, the Front Desk Agent called her and refused to allow me the opportunity to speak with her. On the other hand, after standing there in their lobby for almost 2 hours, while a traveling companion was waiting at the airport to be picked up by me, the Front Desk Agent offered to check me in with cash. Therefore, I had to use the same card and go to a "No Name" atm, assuming unexpected atm fees and withdraw the cash for the room. They agreed to only authorize my AMEX card for 40.00, which I later realized was inflated to 56.00. Once I got into the room, almost 2 hours later, I was even more disappointed with the outdated décor and lack comfort in the room. The bedskirts were tattered all around both beds and the furniture looked like something from an early 1990's sitcom. I paid 174.00 a night for this suite and had I been able to find other accommodations to comfortably house me and my friends, I would have immediately checked out. I asked that the General Manager contact me and I didn't receive a phone call from her, until I called Marriott Residence Inn Customer Care department. I finally spoke with Melissa St. John a week later and she was extremely rude with me on the phone and placed all blame on me and my bank for the situation. She stated that they would not assist me because I was angry, but anyone would be angry if they have contacted the hotel several times to verify procedures before checking in and being severely inconvenienced without any sense of empathy. I started my Hospitality Management career with Marriott Hotels and I must say that the level of guest service I received during this stay was not exemplary of the Marriott culture and values I was groomed on. I am extremely disappointed that there was no satisfactory resolution to this issue. I was blamed for the mishap by the hotel and Marriott Customer Care. I am not to blame, because I had more than enough to cover the room/tax and incidentals, plus more. I will not recommend this hotel, if it was the last hotel standing. I was embarrassed and my concerns were not properly addressed nor resolved. Melissa St. John, the way you spoke to me is not how a Hotel General Manager, nor a lady should conduct business. Good Luck!
- Official Description (provided by the hotel):
- The Residence Inn Charlotte South at I-77/Tyvola Rd provides spacious suites, convenient amenities and excellent service at a great value! We are within walking distance to Charlotte Light Rail, providing easy access to Uptown Charlotte, and only minutes away from attractions like Carowinds Theme Park, Bank of America Stadium and many Corpoate offices in Charlotte. Enjoy complimentary hot breakfast, free high speed internet and weekly manager's receptions at our pet friendly hotel. ... more less
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- Also Known As:
- Residence Inn Charlotte South At i-77/Tyvola Road Hotel Charlotte
- Charlotte Residence Inn