Sonesta Charlotte Lower South End

We were informed that we would have a car waiting for us when we got back from The airport and that was mistaken. The front staff doesn’t know anything and nobody is communicating with each other so be sure you ask the staff every question you can think of before you leave or you will not be picked up from the airport. I should’ve been comped for my room, considering this was a huge inconvenience for us. Never using them again.

Very nice stay here.

Nice hotel with a few quirks. Great staff and location, but parking costs extra and the pool can be closed for repairs .

Sam the bartender is absolutely professional!! He needs a pay raise or promotion!

The staff were absolutely amazing, got me to my flight in a hurry! Thanks everyone!

My boyfriend and I stayed at the Sonesta in Charlotte over the weekend, and our experience was extremely disappointing. From the time we checked in, our room had no working air conditioning. We reported the issue multiple times and were repeatedly told that someone would follow up with us, but no one ever did. After two nights of dealing with an uncomfortably warm room, we were finally told around 8:30 p.m. on our last night that we could be moved. Since no one had updated us, I had to go down to the front desk myself to find out what was happening. Upon arriving, the manager immediately walked to the back and returned with room key envelopes, giving the impression that the room change should have been handled much earlier. What made the situation even more frustrating was the lack of communication and accountability. The manager never acknowledged us when we approached the desk, and we repeatedly had to ask for assistance despite standing directly in front of him. After multiple complaints and conversations about the broken air conditioning, he then asked, "When did you first notice the air wasn't working?" This was surprising because I had personally spoken with him several times regarding the issue. In fact, he had previously said, "I spoke with you earlier, right?" confirming that he was fully aware of the problem. We were eventually moved to another room around 10:30 p.m. on our final night—far too late to make much of a difference. The hotel agreed to comp one night of our stay and refund our early check-in fee as compensation for the inconvenience. However, when we received our final invoice, the early check-in charge was still included, requiring yet another phone call to have it removed. The entire experience was marked by poor communication, lack of urgency, and inadequate customer service. A broken air conditioning unit is a significant issue, especially during the summer, and it should not take multiple complaints over multiple days to receive a resolution. Unfortunately, this stay fell well below expectations, and I would not recommend this property based on our experience.