Aloft Charlotte City Center

Standard aloft with courteous staff. Valet parking is cheaper than self-parking, but a bit of a pain. If arriving back after 10:30p, park in the garage on 210 E Trade Street and follow the signs. Text for your car in the morning when leaving room, you’ll have enough time to pour coffee in the lobby and head to the street.

Both of my rooms were on the 15th floor. The first view was not great and once I entered the room, you could see inside my hotel room from the elevators. That could be overlooked but the ripped chair, sticky brown substance on the window shades and the dirty linen could not. I changed rooms. Second room was somewhat better. Much better view but still not clean. Sticky brown substance on nightstand, carpet elevated, tiled shower floor was questionable, and some sort of situation going on with the bathroom wall. The rooms were humid as well. I will never choose to stay here again and not even sure I’ll make it through this stay.

DO NOT STAY HERE!!!! I stayed at this hotel from January 7- January 8 2025. On January 7 2025 after a long day of travel I checked in and was assigned a room. I put my things down and I was very excited to shower. When I opened the shower is saw phlegm on the shower floor. I then called downstairs and asked the woman who checked me in if someone could clean the shower (which should have been done before my arrival) or if I could switch rooms. She told me to come downstairs and get a new key. After switching rooms I looked in the new shower and it was gross. The grout was stained with mold but it was a shower without human liquids in it. However, I showered with the sink all weekend because I was so disgusted with both rooms. I did not ask to switch again because at this point I figured it could only get worse. On January 8, 2025 after being out all day I ordered some food and picked it up from the lobby around 8:10pm. When I came back upstairs I saw 2 ants crawling on my bright white Alo sweatshirt. I don’t know how many there actually were in rnis room but that’s what I saw. On January 9 I called Marriott. The first person I spoke to told me to write the complaint myself after I had already waited to be spoken to. He then wrote the complaint and when I followed up I was told he left out the ants. This makes sense because he didn’t want to take the complaint anyway. The second person said she would fix it. The third person said she was escalating it even though the second person should have. It took 3 people for the general manager to reach out to me. Marriot gave me 10000 points after I clearly started I wanted a refund because I would never be staying in a Marriott again. I mean would you? The general manager’s name is Eduard Sofronovici. He was extremely dismissive and gaslit me regarding the ants. He stated that I complained about them 2 weeks later and they could not find any evidence of ants. However I complained about the next day on January 9th but due to the sloppy nature of their customer service that was not documented. Eduard Sofronovici continued to gaslight me and ignore the substance of my emails by giving short responses such as asking if I had photos instead of responding to the meet of my emails. To be clear, I don’t. I told him I was in the first room for less than 5 minutes and the reason for my switch should have been documented. It’ s alarming that it was not because that room should have been cleaned immediately and an incident like that should be taken seriously. As for the ants, I didn’t say let me take my phone out and take pictures of the ants on my sweatshirt - I started getting the ants off my sweatshirt. This is disappointing and an embarrassment for Marriott. I emailed Eduard this morning after he ignored my last email and stated that even if he is not going to do the right thing he can acknowledge this was wrong. Do not ever stay here.

I arrived in Charlotte for my cousins wedding weekend on February 21st. A newly hired employee (which i learned later during this issue) proceeded to check me in , early I might add though I requested. She did well by greeting me , asked my last name and for proper I.D. This is all usual pertaining to the check in process, however I did happen to noticed she never asked for proper proof of an employee rate, though the check in process went along. As i reached to a nice and seemingly cleaned room (nice view to add) I noticed my account was charged my room rate but also I had $481 hold charge. Knowing this came from Aloft I immediately went back downstairs to get information of what happened . The woman that checked me in proceeded to tell me that everything was right on her end and maybe I was at the wrong location ( which didn’t matter because I had this charge on my account). She then asks if my first name was “……” I replied no and gave her my full name to which she realized she checked me in under someone else’s 3 day reservation to my 1 day reservation. This suddenly let me know that she never reviewed my I.D accurately and saw the same last name and assumed that was my reservation. While she was apologetic and let me know she would refund it immediately, I knew I wouldn’t receive the money bacm until the next week. So that money was no longer available to me while being out of town. The same woman proceeds to find my actual reservation and proceeds to still check me in under my card on file which led to another $100 hold on my account , which at that moment made even more livid and asked her to just stop. I had just landed from the airport took an uber to hotel and was short over $500 in a quick amount of time due to assumption, not clearly reading, and poor communication. I felt very upset , tired and disappointed with the feeling of “just because of a name I must fit that description” Not only do I also work in hospitality and understand certain situations however I was the guest this time and did not have the best experience which I know I could have received. While I was on the phone with my bank, another young woman came over to assist me, being apologetic and ensuring me of a refund. She claimed she was not a manger but her way handling the matter showed me she should be. I knew things wouldn’t work out in my favor (in due time) and decided to cancel my reservation all together with full refund and I’m looking to see additional Bonvoy points to reflect my account in the upcoming days. This would’ve have been a great outcome and better review if certain and important steps weren’t missed at check in and definitely a failed moment if this was an audit situation.

Was in town for the 2025 Junior Olympics. Spent 5 nights here. The bed was comfortable and the shower was ok -- although the door to the bathing area was rickety and difficult to move. The room layout was typical of the aloft style from my previous stays in other cities. Nice amenities from Drybar. The AC/Heat was noisy but that helped drown out the street-level noise during the Friday night, valentines day festivities. Was on a high floor so this was also helpful for noise reduction. Had great service at check-in, the staff (Trisha? young woman with loc hairstyle) couldn’t have been more helpful and welcoming… the same can be said for checkout - Trisha yet again was so very accommodating.