Four Points by Sheraton Charlotte

The room was really dated, carpet old and worn through out hotel, curtains ragged and very wrinkled, side chair faded, TV reception was horrible, only had 2 stations that would come in clearly. Furniture was scratched and dented. One side table lamp did not work, nor did the plug at desk for computer. Fan in bathroom didn't work.The air conditioning would clunk and bang before coming on and woke us up everytime. They put us on a floor that was being renovated, so painters were in hallway at 7am, which we didn't expect as it was a Sunday. I have stayed at less expensive hotels and had a much better room. Location was sketchy. This hotel is way over priced for what you get. Two redeeming factors: It was clean and a smoke free hotel.

The personnel were very responsive to needs & friendly. The building needs work- fan in bathroom is ready to fall off ceiling, the pillows are so high/thick, I had a neck ache in the morning, the sink in the room shuts off with difficulty, and the bar closes at 10:00 pm, too early. We will stay at a different hotel when we visit Charlotte, NC, next time.

Stay was pleasurable... Professional and friendly staff... Courtesy shuttle to/from airport was an exceptional service.

Conveniently located near Charlotte Airport, Downtown, and South Park restaurants and shopping.

Very comfortable and Alex the front desk person. Was outstanding and the best ever . The room was fantastic and the bed was super comfy

As a Hotelier, I have never experience such bad service before, it's surprising to me that a Night Auditor would treat a guest the way they did, with No “S” on guest service skills whatsoever specially from a “Starwood hotel franchised”, as stranded passenger, I had no choice on my selection of stay, greeted with no welcome attitude, neither explain when ask about my departure time, the way the operated there limited shuttle schedule, no communication in part to the Front Desk. Worst part came on the next day on my departure, no courtesy to acknowledge you from a lady that was working on the front desk, here attitude were like, I was doing her or them a favored to stay there, I would make sure that someone on upper management understands that our product is based on Service and not on Attitude specially on such competitive market.

While there were few issues with the room itself, I was charged a $75 pet fee for a 1 night stay on a $104 hotel room. I called to confirm pets were allowed and was not advised of the fee. Obviously, I would have stayed elsewhere had I known. My dogs were present during check-in and checkout and still no mention (you have to walk past the front desk to/from the elevator which is the only way to the guest rooms (I was placed on the 5th floor after asking for a ground floor location)). I even received my bill from the front desk staff upon checkout (with dogs by my side), still with no fee listed. I found out when my credit card total was $75 more than my receipt 3 weeks later. I spoke to the GM, Mike Zubel, via telephone, who basically told me "too bad". He insisted the policy was in writing and I challenged him to show me as I could not find any mention. He couldn't even find it on the website himself and had to "get back to me". It was posted - hidden under announcements up in the address line. Really? If they actually wanted people to see it, wouldn't it be listed under one of the 8 major sections where all of the other pertinent info is found? Anyhow, live and learn. Horrible customer service. I've been an SPG Gold member for 14 years and still travel quite frequently with Charlotte being one of my new territories. You can bet this hotel will NOT be on my list of options. There are several other SPG choices in that area. Pick one of them instead. On a side note, the $8 overpriced breakfast was awful and not all of the listed TV channels came in (some were fuzzy, some did not work at all).

While we were only at the hotel for 7 hours on a "late in", "early out" flight schedule, the place was clean and oh so comfortable. So much better than our three day stay in a competitors hotel.

We have a son living in Charlotte and have stayed at a number of hotels there. This was the very best deal...and it was less than a mile from his little home. We will be back!

The people at the front desk were very nice and helpful. But the picture on display is not how the hotel is actually designed. The bed room is not separate from the living area. This was a disappointment, the room is very small and not much room to move around.