Let me start my review by saying my stay actually was NOT 100% problem-free (though, mind you, the issues were easily correctible, and are being addressed...so not to worry), but I was SO PLEASED with how Catherine Harris, the General Manager responded to my concerns that I would go back in a heartbeat, without hesitation, and I would reccommend friends and co-workers stay here as well. Bottom line, you're in good hands if you stay here...my review is a bit lengthy, but bear with me--it's worth reading about the entire experience.

I'd also like to point out that I ALWAYS use TripAdvisor when selecting a hotel and the community here has never steered me wrong and this place is no exception...before I booked my stay I saw many great reviews of this hotel and also noticed that the GM actively reads and comments on the feedback so I knew I was staying at a hotel that truly cared about their guest's experience, and to me, that's important.

Now on to the details...

I stayed here for one night while on a business trip. I booked the 573 sq ft 1BR King Suite which, according to the website, should have included a fireplace and DVD player. To my dismay when I got to my room there was no fireplace and no DVD player. I called the front desk right away. The girl at the desk said the fireplace rooms are on a first-come first-served basis (huh? well what's the point of making a reservation if you don't actually RESERVE the room for me?) and that all the DVD players were checked out (which surprised me as well, as it was listed as one of the room ammenities on the website---not as an "available upon request" sort of thing). In an attempt to correct things, though, the girl at the front desk offered to upgrade me to a much larger 2 bedroom suite, which DID have the fireplace. I gladly accepted. Something to note about the fireplaces--apparently they are regular log-fed fireplaces...I had assumed they would be gas. The front desk has logs for sale, but you wouldn't know that. You also have to come up with a way to start your own fire, as there's nothing in the room for that, either. ANYWAY as it turns out, it would be a moot point, as the room was 80 degrees during my stay and would not cool down despite having put the A/C at 50 overnight. Come to find out the cooling tower was broken and was in the middle of being repaired. Unfortunate for me, but obviously just an issue of bad timing and it wouldn't be like that normally.

One of the rooms in the 2BR suite looked like either terrible furniture movers had come through or cheap labor was used on rennovations--as there were black streaks all over the walls and baseboards (like something had been carried and dragged across them), there was a small piece of drywall missing under a vent in the bathroom, paint was scuffed up to heck on the door jams, and a closet door knob was pulled about one inch away from the door--bare screws showing. The other room in the suite showed some similar issues, though not nearly to the same extent. It's also worth noting that the room that the hotel originally had me in had no such problems and if these issues get fixed it would be a truly lovely place to stay.

Breakfast was good and included with the room rate...more than just the standard carbs that a lot of places include these days. Just enough to get you going for a day full of meetings and delicious. The staff working the breakfast area were extremely kind, courteous, and friendly as well (which, in my experience, is a first...at every other hotel I've stayed at these type of employees either keep to themselves or are just good-ol-fashioned grumpy).

I'd also like to point out that the grounds that the hotel is on are rather nice, with a pond in the back and such. Definitely gives you more of an apartment or condo-like feel than a cheap motel room or something like that....all while still having a reasonable rate.

AND HERE'S WHY I STILL LOVE THIS PLACE:

Upon checkout I made sure to catch the General Manager, Catherine before heading out. I told her about my experience and showed her pictures I captured on my cellphone to illustrate my point...Mind you I wasn't trying to make a big fuss about anything, but I wanted her to know so she could have the easily-correctable problems fixed. Catherine was SO geniuinely apologetic and disappointed to hear that my stay was less than ideal and she wanted to make it right. I won't go into all the details, but she went ABOVE AND BEYOND to take care of my current stay and ensure my return to the hotel the next time I was in Charlotte. At one point I even mentioned to her how much I loved the hotel towels (by far the best I've ever had at any hotel....the complete opposite of that sandpaper most places expect you to dry off with!) and a few days after I arrived home there was a FedEx pacakge on my doorstep with a fresh set of towels waiting for me--sent by Catherine Harris, of course! Now THAT'S the kind of care and attention to detail I want.

Catherine is a top-notch GM and is an example of how every employee in the hospitality business should be. As I said before, I had some bad luck/bad timing during my stay, but thanks to a fantastic GM, I WOULD NOT HESISTATE TO RETURN. You can confidently book your next stay here knowing you're in good hands.