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at the Aloft Charlotte Uptown at the EpiCentre
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It started before I even checked in.
Jan 24th, 2021
The worse experience I have had to date. Rude front desk agent, then false charges. Save your time, money and sanity. I tried to give my name, she didn't want to hear it, would not take my confirmation number, I had to call Marriott Support for support. I'm so very disappointed. TRIPADVISOR.COM USER
Dec 6th, 2020
Great location, hard to find it’s on the 5th floor of a building you have to work to find. Beautiful place mediocre customer service good sized rooms great view and great room set up with great showers. Pay to park valet is cheaper than self parking plenty of great stuff within walking distance. TRIPADVISOR.COM USER
Poor communication skills
Nov 28th, 2020
After standing outside on the street for twenty minutes, I arrived upstairs to greet the front desk attendant. My partner had gotten fed up of waiting for a luggage cart for so long that she finally asked a valet attendant to help her carry everything. I was in charge of keeping our timid dog calm and collected and helping her find a good spot to do her business. (Spoiler alert -- if you can help it, choose a different Charlotte location if you're bringing Fido.) Once I arrived upstairs, I shared with the front desk attendant who was checking me in that I wasn't sure if there was some miscommunication or something because we had just been downstairs waiting for twenty minutes. The first thing she said was, "Did you call us?" Fair question, you might think. However, we had just been speaking with the very friendly valet attendants downstairs who said they were checking with the manager and trying to get a luggage cart. It was our understanding that we were speaking directly to Aloft because the valet sign out front says Aloft. Not a stretch of the imagination in any way. Well, come to find out from this front desk attendant, who did not once attempt to empathize with me, that the valet attendants work for the building and not for Aloft. So apparently if I had called the front desk, I could have gotten more information. When she told me this, I immediately understood the flaw in the system. If it was really that simple, then the problem is with the training of all involved parties. I made a suggestion to her that training in the future should include the valet attendants learning that they need to tell Aloft guests that they are not Aloft employees. A simple, "Any questions or needs regarding your car, we're here for you. Anything questions or needs regarding your stay in the hotel, call the front desk." The suggestion about training was not met well by the front desk attendant. She proceeded to tell me that the valet attendants were just doing their job and she literally said, "they didn't do anything wrong." I then attempted to clarify while that may be true, it's clear that training can include them learning to tell hotel guests that we need to call the front desk, instead of thinking we're talking directly to Aloft and waiting around on a busy street for twenty minutes. I told her that while nothing could be done about my first impression of the hotel, a small change in training could make a huge difference for future guests. Long story short, this front desk attendant was not interested in my thoughts about how the system could be improved to avoid frustrating situations for future guests. Not only was she not interested, she spoke over me TWICE when my partner returned and I was attempting to fill her in on the conversation she had just missed. I admitted that I was frustrated and explained that it was because the front desk attendant was not listening to how I was giving feedback that could help people in the future and wasn't making me feel cared about at all. Obviously, this front desk attendant has a lot to learn regarding how to care for and support the needs of the hotel's guests. If she had told me she understood what I was saying, that she was sorry I experienced all that I did, and that she would pass on my suggestion to her manager....even if none of that was true (which would be disappointing, but that's another story)....I would have trusted that the staff at this hotel care about my well-being. But instead, my first impression of this hotel was one of the worst customer service interactions I have ever had. I honestly could not believe how rude and insensitive she was being. One last thing worthy of noting, as well, is that as soon as a line of people formed behind me and my partner, the tone of her voice changed. Literally it changed and all of a sudden had a certain sweetness to it. I forgot what exactly I said at the tail end of our interaction that prompted this, but she said, "I completely understand." I told her that was the first time she had said she understood and I told her I appreciated that. She then said, in her same sweet tone, holding back the attitude that had been present since the very first moments of our check-in interaction, "I've been telling you I understood the whole time you've been standing here." At that point, I just had to walk away. I could not believe the level of performative "niceness" I was witnessing. I have had experience with countless individuals in countless cities, countries, establishments, etc. I have honestly never felt so disregarded, nor have I ever been treated so insensitively, by a person whose job it is, at a bare minimum, to be kind and hospitable. We will never return to this location. There are two other Aloft locations in Charlotte and if the need ever arises, we will stay at one of those, instead. TRIPADVISOR.COM USER
Charlotte Girls Trip
Nov 8th, 2020
The hotel is currently under construction right now. If you are seeking a peaceful nights rest you might not get it at this location! Great location if you like to party and enjoy the nightlife.. Due to COVID-19 alot of the restaurants were closed in the Epicenter. TRIPADVISOR.COM USER
Aug 25th, 2020
The Aloft is in a great location for tourists visiting Charlotte. The bed was very comfortable. We had plenty of space to in our room to spread out and relax. The staff is professional, helpful and friendly. We were not bothered by noise from other guests. We could not hear noise from the street while in my room. The price was reasonable for this hotel. The entire property is well maintained. TRIPADVISOR.COM USER
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