Fairfield by Marriott Inn & Suites Charlotte University Research Park

Business reply on Google

Thank you for taking the time to share your feedback. I sincerely apologize for the inconvenience you experienced with the power outage in your room and, especially, for the way your concern was handled. We understand how frustrating it is to have an issue with your room and feel that there is no one available to assist you. Our night team should always make every reasonable effort to help, communicate the situation, and escalate the matter to the appropriate manager when necessary. We are sorry that this did not happen during your stay. We will be addressing this with our front desk and management team to ensure concerns like this are handled with greater urgency and professionalism, even during overnight hours. Thank you again for bringing this to our attention. We value your feedback and hope to have the opportunity to provide you with a much better experience in the future.

Business reply on Google

Thank you for sharing your feedback. I am truly sorry to hear about your experience and regret that we did not meet your expectations, especially as a valued Marriott Bonvoy Platinum Elite member. We sincerely apologize if our service came across as rude or dismissive. Providing courteous, professional hospitality to every guest is one of our highest priorities, and it is disappointing to learn that we fell short during your interaction with our front desk team. Regarding late checkout, Marriott Bonvoy Elite benefits are subject to brand standards and property availability. However, regardless of the outcome, your request should have been handled professionally, respectfully, and with a clear explanation. I apologize that this was not your experience. Your feedback has been shared with our leadership team for review and coaching purposes. We value the loyalty of our Marriott Bonvoy members and never want a guest to leave feeling unappreciated. Thank you for bringing this matter to our attention. We regret the frustration caused and hope you will consider giving us another opportunity to provide the level of service you deserve.

Business reply on Google

Thank you for taking the time to share your feedback, and I am truly sorry to hear about your experience. First and foremost, I sincerely apologize for the impact this situation had on your wife’s health. We understand how serious respiratory sensitivities can be, and it is very concerning to hear that the fragrance in our lobby area caused such discomfort. Your safety and well-being should always come first, and we regret that we did not respond more appropriately in the moment. I would also like to clarify that, as requested prior to your arrival, your guestroom was prepared without the use of any air fresheners or deodorizers, and our housekeeping team followed those instructions accordingly. For our public areas, such as the lobby and hallways, we do currently utilize a scent system. Unfortunately, we are not able to remove or disable this system on demand. During your stay, alternative options were offered, including the use of different entrances and access points that do not have fragrance installed, to help minimize your exposure. That said, I sincerely apologize for the miscommunication you received regarding fragrance use in the building and for how your concerns were han

Business reply on Google

Thank you for sharing your feedback. I sincerely apologize for the inconvenience and frustration you experienced during your stay. Waiting beyond the expected check-in time and then encountering a power outage is certainly not the experience we want for our guests. Unfortunately, the power outage was outside of our control, and it also impacted our operations, particularly our linen service and housekeeping, which caused delays in preparing rooms and resulted in the extended wait time you experienced. That said, we completely understand how disruptive this was to your stay, and we truly regret the impact it had on your experience. As a gesture of our apology, we have added points to your account. We appreciate your patience and feedback, and we hope to have the opportunity to provide you with a much better experience in the future.

Business reply on Google

Thank you for taking the time to share your experience with us. While we’re glad you appreciated our location and the welcoming scent of our lobby, I sincerely apologize that several aspects of your stay did not meet expectations. First, I’m very sorry for the breakfast experience you encountered. Being out of essential items such as plates and syrup, along with the quality of the sausage, is unacceptable. This is not the standard we strive for, and your feedback has been addressed with our management and breakfast teams to ensure better ordering, preparation, and quality control moving forward, the hotel experienced delay in F&B items to be delivered due to the severe weather affected the delivery truck to be on time that night, but everything arrived about an hour late. I also apologize for the odor and cleanliness issues in the hallways and elevator areas. We take our non-smoking policy seriously, and we are reinforcing monitoring and housekeeping procedures to ensure a fresher, cleaner environment for all guests, the guest caused that smell was evacuated, charged and prevented from staying in our hotel again. Additionally, thank you for bringing the condition of Room 213 to our

Business reply on Google

Thank you for taking the time to share your experience with us. We’re glad to hear you appreciated our excellent customer service and our convenient location near Atrium University Hospital and nearby dining options. We sincerely apologize for the noise disturbances you encountered, especially on such an important night before surgery. We understand how vital a quiet, restful environment is, and we regret that the thin walls impacted your comfort. Your feedback has been shared with our team as we continue to look for ways to improve our sound control and overall guest experience. Thank you again for staying with us. We truly hope to have the opportunity to welcome you back for a more peaceful and comfortable stay in the future.

Business reply on Google

Dear Brian Chisholm, Thank you for taking the time to share your feedback. We truly regret that we were unable to accommodate you in the suite type you reserved and that your experience fell short of both your expectations and Marriott’s standards of service. Please accept our sincerest apologies for the inconvenience this caused during what should have been a special birthday celebration. While we make every effort to honor all room type requests, there are rare occasions when system or occupancy constraints prevent us from being able to guarantee a specific room type at check-in. This can occur when unforeseen circumstances, such as extended stays, maintenance issues, or last-minute changes impact availability. In those situations, our team does its best to find an alternate accommodation and adjust the rate accordingly when the reserved room type cannot be provided. We are very sorry that this process was not communicated more clearly during your stay and that your follow-up call was not completed as promised. That is not reflective of the service standards we uphold. We would appreciate the opportunity to personally connect with you to ensure this matter is resolved to your sat

Business reply on Google

Thank you for your feedback. We are genuinely sorry to hear about your experience and the difficult circumstances you mentioned. However, after a thorough review of our records, we have been unable to locate any reservation or transaction that matches the details you've provided. Additionally, we do not have any staff member by the name of "Moesha," which leads us to believe that your comments may be intended for a different property. If you do feel that your reservation was with our property and there has been a misunderstanding, we welcome the opportunity to assist further. Please contact us directly at 980-483-1200 or [email protected] with any booking information you may have so we can investigate thoroughly. We appreciate your time and hope to have the opportunity to clarify this matter.

Business reply on Google

Good morning Mr. Richardson you booked your reservation using a corporate rate but could not provide ID at check time for this company. The requirements is that you provide company ID to verify you actually work for the company at time of check in. You could not provide this information. This requirement was also stated on your reservation details. You did not follow the policies or have the credentials for this rate.

Business reply on Google

Thank you for your candid feedback. While I’m glad you found the hotel clean and comfortable, I sincerely apologize for the unacceptable housekeeping oversight and the distressing experience with the vehicle break-in. Safety and cleanliness are top priorities, and I understand how both incidents negatively impacted your stay. We are addressing the in-room issue with our housekeeping team immediately, and I’m working with our leadership team to reevaluate our security measures and surveillance coverage. Your concerns are taken seriously, and I’m truly sorry we did not meet your expectations.

Business reply on Google

Thank you for sharing your experience. I’m very sorry to hear about the break-in to your vehicle during your stay. I completely understand how upsetting and frustrating this must have been, and I sincerely apologize that you felt unsupported by our team during such a difficult situation. While we’re glad to hear you received great service from our front desk, housekeeping, and breakfast staff, it’s clear we fell short in a critical area — and for that, I truly apologize. I want to assure you that we are actively reviewing our safety protocols, including surveillance coverage and staff response procedures, to ensure a more secure and supportive environment for our guests. Your feedback is taken seriously, and we appreciate you taking the time to bring this to our attention.

Business reply on Google

Thank you for taking the time to share your recent experience with us. Please allow me to extend my deepest apologies for the series of events you encountered during your stay. I was truly disheartened to read your message and want to assure you that your concerns are being taken very seriously. First and foremost, I am deeply sorry for the discomfort and health concern caused by the mold odor in your room. Your well-being and safety are our top priorities, and I fully understand how distressing this must have been given your allergy. More critically, I want to express my sincere regret for the handling of your personal belongings. Your room should not have been cleared without your explicit consent, and I recognize how upsetting it must have been to return and find your items moved—especially without notice. This is not reflective of the standards we hold ourselves to, and I am personally investigating how this breakdown in communication and judgment occurred. As a gesture of goodwill and in recognition of the inconvenience and distress, I would like to offer a full reinstatement of any Bonvoy points used for this stay, along with an additional points credit as a token of our regr

Business reply on Google

Thank you for sharing your experience. I am very sorry to hear about the break-in to your vehicle and understand how distressing this situation must have been. Please accept my sincere apologies for the lack of assistance and support you received from our team during this difficult time. Guest safety and satisfaction are our top priorities, and I regret that we fell short in providing the care and security you deserved. We are actively reviewing our security measures to better protect our guests and enhance our response protocols. Your feedback is invaluable, and I appreciate you bringing this to our attention.

Business reply on Google

Thank you for sharing your concerns. I am very sorry to hear about your experience and take such matters seriously. We strive to provide respectful and professional service to all our guests, especially veterans, and I’m concerned to hear about your experience. If you would be willing to provide more details or contact me directly, I would appreciate the opportunity to look into this further and address any issues.

Business reply on Google

Thank you for taking the time to share your feedback. I am sincerely sorry to hear about your experience with our front desk staff. This is absolutely not the standard of service we strive to provide, and I apologize for any inconvenience or frustration caused. We take your comments seriously, especially regarding the tone and behavior of our staff, and I will be personally looking into this matter to ensure it is addressed. Our team is trained to handle every guest situation with professionalism and empathy, and it's clear that we fell short in this instance. I assure you this will be a priority for improvement.

Business reply on Google

Thank you for bringing this to our attention, and we sincerely apologize for the discomfort you experienced during your stay. We take concerns about cleanliness and guest safety very seriously. We are deeply sorry for the issue with moisture and other discrepancies that you mentioned. Please know that we are committed to maintaining the highest standards of cleanliness, and we will immediately have our housekeeping team inspect the room and take any necessary actions. We understand how unsettling this situation can be, and we would appreciate the opportunity to investigate this further. Your comfort and well-being are our top priority, and we are grateful for your feedback as it helps us improve.

Business reply on Google

We are truly sorry to hear about the unfortunate incident involving your vehicle, and we completely understand your frustration. Guest safety and security are our top priorities, and we take such matters very seriously. We will immediately work with local authorities to investigate and improve security measures at the hotel. We understand how upsetting this experience must have been, and we sincerely apologize for the inconvenience it has caused. Your feedback is invaluable, and we will take steps to ensure future guests feel safer during their stay.

Business reply on Google

Good morning valued guest - unfortunately the legal check in age at this hotel is 21 years or age or older. We thank you son for his military service, but these rules apply to all of our guest that are under the age of 21.