Four Points by Sheraton Charlotte, Charlotte

While there were only a 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).

After missing our connection to St. Marteen when our luggage didn't, we spent the night. My husband was in terrible pain with his back. Everyone at the front bent over backward to help me find and get him to an accupuncturist (Lauren Leung, awesome!), including taking us and picking us up with the shuttle. When I asked someone for the location of the ice machine, the gentleman didn't tell me, he took me there. The rooms were clean and comfortable. I have stayed at 5 star hotels that couldn't approach the level of customer service we experienced here.

The hotel was undergoing renovations. This was not mentioned at the time of my reservation. My first room had large, ugly, water stains on the carpet, ceiling tiles and curtains. I was told that the hotel had a problem with the A/C unit. It apparently leaked water and that's what caused the damage. I requested another room. It was just as bad. Water damaged carpet, curtains, ceiling tile and this room had ants in the bathroom. The hotel should never put guests in rooms like these. I checked out and found a nicer hotel just down the street for the same price.

The experience could not have been better. The staff was very helpful and friendly. The room was clean and nice. It was a great value!

Airconditioners SO LOUD woke us up from dead sleep. Parents' first room A/C didn't work. Much trouble switching rooms. Then their new room A/C was so loud my mother had to sleep on the couch with a pillow on her head! Furthermore, when I showed up for breakfast before 9:30, the manager told me, "Breakfast is served only until 9:30, and even though it's not 9:30 yet, you can't have breakfast." ALSO, no water pressure in parents' shower. Clean hotel, though, for what's that's worth. Overall medicocre hotel with non-responsive manager and staff.

This hotel is a gem! It is clean, inexpensive, nice rooms and extremely well located. You can step right out of the hotel and within 0.25 mile walking radius you are at half a dozen eateries; three of them only a hundred yards away. As long as they keep their rates down (in the $65 to $85; even specials down to $55) this place is a great bargain. Unfortunately they just closed down their excellent restaurant that cooked made to order breakfast. If you go there tell them to bring it back!!