Fairfield by Marriott Inn & Suites Charlotte Matthews

If I could give this hotel ZERO stars, I absolutely would. I booked this hotel for a family event, but unfortunately, my car broke down and I was unable to make the trip. I did the responsible thing and called the hotel to explain the situation. I was told over the phone that it would not be a problem and that everything would be handled. Imagine my surprise when, A MONTH LATER, I suddenly get charged for not showing up. At no point during my phone call was I told I would still be charged, nor was I informed that there would be any kind of cancellation or no-show fee. Waiting an entire month to charge me is also completely ridiculous. I called the hotel to see if anything could be done, and the gentleman who answered the phone was unbelievably rude and dismissive. Clearly, customer service is not a priority here. Not once did I feel like they actually cared about resolving the issue or even listening to what happened. I’ve stayed at plenty of hotels, and I have NEVER experienced customer service this poor. Things happen, and I understand that businesses have policies, but when your staff tells a customer over the phone that everything is fine, only to turn around and charge them a month later without properly explaining the consequences, that’s unacceptable. Save yourself the headache. Based on my experience, this hotel clearly cares more about taking your money than taking care of its customers. I will absolutely never book here again.

Customer service matters. I walked into the lobby feeling joyful because, after a long day of work and traveling to my next destination, I was finally able to relax and get some rest. Unfortunately, that feeling came to an abrupt halt due to the cold demeanor, lack of eye contact, and overall lack of courtesy from the front desk associate. The interaction made me feel as though I was interrupting her or keeping her from something more important. Despite this, I remained polite and gracious throughout the exchange. However, I found myself stopping midway through the interaction because, as a paying customer, I believe it is reasonable to expect a basic level of courtesy and professionalism. What made the experience even more disappointing was that another family arrived during my check-in, and I immediately noticed a completely different greeting and attitude from the same employee. The contrast was noticeable and concerning. I completed my business, chose not to engage further, and went on my way. I am writing this review so that this issue can be acknowledged and addressed. I rarely leave negative reviews because I understand that everyone faces challenges in their personal and professional lives. However, customers should not bear the burden of an employee's frustrations, especially when they are the reason the business exists. I have stayed at many Marriott properties over the years, and this level of customer service is not what I have come to expect from the Marriott brand. I hope management takes this feedback seriously and uses it as an opportunity to reinforce the level of hospitality for which Marriott is known.