Sonesta Select Charlotte University Research Park
🏨 Hotels & Travel · Charlotte
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
Hotel lacks amenities and has malfunctioning appliances.
Business reply on Google
Dear Jeff, Thank you for sharing your thoughts with us. We're sorry to hear about the challenges you faced during your stay. Our goal is to provide a positive experience, and it's disappointing to know we fell short. We appreciate your feedback regarding the washer and dryer, refrigerator, and microwave, and we'll review these points with our team. It's good to know you found our location convenient. We hope you'll consider giving us another opportunity to provide a better experience in the future.
Hotel suffered from poor cleanliness, unprofessional staff, and unresolved billing issues.
Staff mishandled guest packages and provided dishonest information regarding their…
Business reply on Google
Dear Anthony, Thank you for bringing your recent experience to our attention. We're concerned to hear of this, and we can assure you that our team follows strict guidelines and procedures regarding guest packages. While we're glad your items were located, we regret any less-than-positive impression this has left on you. We value transparency and would welcome the opportunity to speak with you offline and provide more clarity on what occurred. Thank you again for being our guest, and we wish you safe travels ahead.
hotel room was dirty with broken amenities and poor staff availability
Business reply on Google
Dear Isobel, Thank you for bringing these concerns to our attention. Your experience is certainly not one we strive for, and your comments have been shared with our housekeeping and maintenance teams to ensure these concerns are addressed. We are committed to providing pleasant stays, and your feedback is invaluable. We sincerely apologize for your experience and hope to improve your impression of us with a future stay.
Staff entered room and removed personal items and valuables.
Unauthorized charges and failure to honor management agreements for event booking.
Business reply on Google
Dear Alexandria, We understand your frustrations with your experience and sincerely apologize. Providing consistent, timely communication is very important, and it is disappointing that we dropped the ball during the transition of ownership. Our team will certainly discuss your experience in further detail and the improvements that need to be made to ensure this does not happen again. Thank you for your feedback.
Hotel provided dirty bedding and failed to clean the room.
Business reply on Google
Thank you for your feedback. We are sorry to hear about the condition of your room and the service you received. What you described is unacceptable. Clean, comfortable accommodations are a basic expectation, and we sincerely apologize for your experience. This does not reflect the level of service we strive to deliver. Please know that all of your comments have been shared with our team. We truly appreciate you sharing your feedback.
Unsanitary room conditions including pests and unprofessional management staff.
Business reply on Google
We sincerely apologize for any inconvenience you encountered during your stay, as we always want our guests to feel comfortable. We can assure you that we are dedicated to maintaining a clean and pleasant environment, and that we have a pest management company that routinely treats our property. Regardless, our team will be sure to investigate. Please know our lines are always open if you would like to discuss your experience further. We hope to welcome you in the future to change your perceptions and reassure you that we are committed to providing an improved experience.
Hotel lacked hot water and had a concerning environment.
Business reply on Google
Thank you for taking the time to complete our online survey regarding your recent stay at our hotel. On behalf of our entire team, I would like to apologize for failing to exceed your expectations. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
Vehicle windows were broken in the hotel parking lot.
Business reply on Google
We sincerely apologize for any inconvenience that occurred during your recent stay, and we can assure you that this is not the standard. Please know that the security and safety of guests is our top priority, and we understand the need for our guests' vehicles to be safe and secure. We encourage you to contact the proper authorities if you haven't already done so, as they are best equipped to handle such matters, and we will assist in any way possible.
Confirmed hotel reservation was mysteriously cancelled upon arrival.
Long check-in times, delayed deposit refunds, and poor room quality.
Poor maintenance, noisy heaters, and unpleasant odors throughout the hotel.
Business reply on Google
Hi Mateo, we are very sorry your stay was so unenjoyable. By our reviews online I hope you can see we pride ourselves on our service, cleanliness, & value. We are centrally located to the University area, PNC music pavilion & many guests enjoy our location. Our outdoor pool is maintained several times a day for cleanliness, clarity, towels, furniture, etc. Again, we are so sorry that you did not enjoy your stay.
The hotel room had an unpleasant odor and furniture was worn.
Room lacked booked amenities and contained a cockroach.
Hotel room was dirty and amenities were unavailable as advertised.
Business reply on Google
Dear Stacie, Thank you for sharing your detailed experience. We're sorry again to hear about the numerous issues you encountered during your stay. What you describe is far from the standard we aim to provide, and it's concerning that your expectations were not met. Apologies again as we do not operate an airport shuttle. Your room was upgraded to a King Bed Suite for the length of your stay. As we explained, our pool is closed for the season in mid-October. We do offer continental breakfast items for sale for our guests daily. As we explained, we are a Sonesta Select, Select Service hotel, not a Full Service hotel. Again, your feedback is greatly appreciated, and we apologize your expectations were not met.
Hotel suffered from poor cleanliness, long wait times, and broken amenities.
Business reply on Google
Stephanie, we regret that your recent stay did not meet your expectations, and we sincerely appreciate your patience in this matter. Please be assured that our Guest Relations Department is currently addressing your concerns with the utmost priority. They will be reaching out to you directly to discuss and resolve the issues you encountered. We value your feedback and are committed to ensuring your satisfaction. Thank you once again for your understanding, and we look forward to the opportunity to resolve this matter to your complete satisfaction.
Unauthorized room entry and theft of personal property by hotel staff
Business reply on Google
Please reach out to the property directly as we would like to discuss this with you. Thank you.
Multiple room issues and unprofessional staff caused significant check-in delays.
Business reply on Google
Stephanie Jackson, Thank you for sharing your experience. It is disappointing to hear that your stay did not meet expectations. The issues you encountered with rooms and interactions with our team members are concerning and not reflective of our standards. We always strive to provide a comfortable and welcoming environment. We're glad the location was convenient for your family reunion. Your feedback is important to us, and we will use it to improve.
Hotel failed to honor room request and charged unexpected fees