Sonesta Charlotte Lower South End

One of the worst hotel stays I’ve ever experienced — especially shocking for a so-called 4-star hotel. We’ve been here for two nights and the room has not been cleaned once. The first night, we called to ask why and were told we had to “request” housekeeping service—something that was never mentioned at check-in. On top of that, we were told we’d need to go down to the lobby ourselves if we wanted fresh towels. The only reason our room was cleaned that first night is because a staff member came up to deliver towels and we asked them on the spot to clean it. The next morning, we personally requested cleaning before leaving for several hours. We came back—nothing had been done. We left again for the rest of the day and returned around 7 PM, still no cleaning. After complaining yet again, they finally showed up while my boyfriend was in the shower. When asked to return in a few minutes, we overheard them say they’d “just come back tomorrow morning.” On top of everything, she gave me the bag to change the trash in the bathroom. On top of the terrible service, the hotel smells bad, the furniture is damaged, and the whole property is outdated. The only thing that looks new is the lobby and the elevators—everything else feels neglected and cheap. I’ve stayed in budget motels that offered cleaner rooms and better service than this “4-star” hotel. We left again for dinner tonight and got back at 10 PM, and the room was still not cleaned. Absolutely unacceptable. Update: to add to it all we were charged a $14 per day parking fee we were never informed about when we checked in. We even asked if there would be a charge and they said no. Do not stay here

Unbelievably crap! Unless you want to share your room with ROACHES!!! Disgusting, after the first night we changed room because it was so bad. But heck, we were still in the same building so naturally we still had invited guests. Even the outside was filthy. I don't know how you have 4 stars. Maybe a minus 4. I would never stay or recommend this place.

Loved my stay here! Everyone I met — from the front desk crew to the drivers and managers — was so friendly and easy to talk to. The place is spotless, and the giant lobby is perfect for getting work done. Breakfast was busy but totally under control (props to the team running it). Oh, and they have both an indoor and outdoor pool… how cool is that? I’m already planning my next Charlotte trip just so I can come back.

Stayed for a four night girls trip. We chose this hotel because it was four stars and near everything we wanted to do. The hotel needs to updated. We were on the “executive floor” we had a room with a balcony. It was simply a regular room on a higher floor. One of us were bit by some bug multiple times. She smashed the bug and blood came out of it. I can neither confirm or deny that it was a bed bug but we did a check and we didn’t find any other bugs. The location is great. The amenities are great. The staff was great they just need to be fully staffed but I know that’s hard these days

I don’t normally leave reviews, but I had to for this experience. The young lady who helped me I believe her name was ELISHA she gave hands down the best customer service I’ve ever had. She was beyond professional, extremely kind, and went above and beyond to make sure I was taken care of. Everything about the way she handled the interaction made me feel valued and respected as a customer. If every business had someone like her, customer service would be on a whole different level. Truly outstanding!

Worst hotel experience of my life. I’ve stayed in hotels in developing countries that were far cleaner and better maintained than this. I truly don’t understand how they received a 4-star rating it should be a 1-star at best. Housekeeping was non-existent. They don’t clean the rooms even when you specifically request it, and I had to practically beg for clean towels to be delivered to my room .The level of service and cleanliness is unacceptable for any standard, let alone a so-called 4-star property. Do yourself a favor and don’t stay here,even if they offered me a free room, I wouldn’t come back

My husband and I were in Charlotte for a wedding. We loved the location and the experience at this hotel. From the moment we walked in to check in, to having breakfast, and at every turn of our stay, we were greeted by friendly employees. At check out they asked how our stay was and did we enjoy our visit. I don’t remember the last time anyone ever asked me that! We will return. It’s evident that management cares about their employees here.

Our first night they gave us a dirty room. Food on the floor in closet. Leak in bathroom over toilet. They were nice to move us to another room. Ok I understand the ice machine on floor wasn't working because there was a sign.|Our last night the air conditioner went out. Have the error sign H3.|Security came to see if she can adjust thermostat but it didn't work for either. First thing she said it is hot in here. We talk with someone at the desk at 12 am said they will send a fan up to our room because there was no available rooms to place us. OK 2 hours went by mind you still hot. So I went downstairs as soon as I open the door the damn hallway was cool as our room. You know that made me madder because I have to go get the fan. Customer service is a @#$$-. Since I got the fan the boys finally went to sleep. I'm writing this review and talking 2 Tylenol so I can go to sleep for my flight back to Maryland. I wouldn't write this review if the fan was brought to our room showing that they was concern about the situation of our health in a hot room.