Trellis West Charlotte

This is a gorgeous hotel that feels like your home away from home. The room was comfortable and quiet.

Exercise room was hot and stuffy. Both the treadmill and elliptical were not working. Lots of trash around the property.

The reservation through Orbitz for a 2-room suite was not honored. Turned out the current occupant of our suite decided to stay for one month at the last moment so no space. We given compensation with two separate rooms- one king and one with two double beds. They tried as best they can to place them close together. The 2 double bed setup turned out to have a pungent smell (just finished recaulking the bathroom and finishing the popcorn ceiling). We complained and got another double that also smelled. So after one more transfer, finally got a room that was odor free. Do not bother with the gym- exercise bike is not functional. Neither is the treadmill next to it. Power on but error message every time you hit start. No central AC there in gym- just an old school wall unit. Also, no central AC in the rooms. Old hotel wall units. We slept in 77 degrees all night despite placing the thermostat at 64 degrees. They offered to change our room but we were tired of flipping rooms after the check-in debacle. Until some major renovations happen, stay somewhere else.

Staff unfriendly upon checking. Keyless checking was not working and front desk has a poor attitude until I inquired if she was “having a bad day.” I was very friendly up to that point, yet it was if I was a burden that she had to get up to assist me. - hallway carpets, as well as our room carpet, appeared to not have been cleaned in some time. - room was outdated; couch looked like it was from the 70’s - a/c worked, but air seemed musty - we asked for, and received, an early check out the next day and moved a mile down the road to Tru by Hilton Charlotte Airport, which was great - front desk was friendly, hotel was clean, modern, and 180 degrees better than the previous hotel

Staff not available when I called a few times to help me with some extended travel plans. Staff said we didn’t answer all three times because each time I called they were assisting other guests.

Kitchen floor was very sticky - last guess left food I the closet in a hooters bag - for us to dispose of - carpet is aged and dirty throughout the facility . staff was polite and friendly - breakfast had nice options

When we arrived, the man that was at the front desk acted as if we were bothering him by making him actually do work and stop texting. He did not welcome us at all, just asked our name and proceeded to check us in. He started to tell us about the breakfast times and then said he wasn't sure but he thought it was from 8-10 on the weekends. I was unsure why he didn't think to ask someone else to confirm or why he didn't already know these details and was working the front desk. The room was unimpressive. There was dark brown carpet that even though it's intention was to mask stains, still had visible red stains. The sheets and towels smelled musty and our shower curtain had a blue stain at the top. I did not get the feeling that cleanliness was a priority. I made sure to walk with shoes on the entire time. The worst part of the experience was there was a massive ceiling leak in the master bedroom that leaked all over the master bed all night which made the master bed unusable for a night. We all had to squeeze onto the sofa bed in order to not get leaked on. When the front desk was told about it, their response was that maintenance would be alerted. There was no apology nor discount offered. The best thing this property has is a good breakfast. I would not recommend this hotel nor will I visit again.

We were totally satisfied with our hotel and experience. Nice seperate bedroom for our kids with two beds in their room. Would totally stay here again and recommend 100%!!