The Ballantyne, A Luxury Collection Hotel, Charlotte

Edit: I like how management will post apologies in review replies to publicly save face but offer no actual resolutions. Bumping down for that. Also unable to see my review on another computer so not sure what they’re doing to it. Stayed 2 nights this past weekend and the best I can describe the experience at the hotel is “awkward”. Booked through chase’s “the edit” which provides a series of perks and upon checking in the possibility of a room upgrade as entitled to was never discussed by staff. Additionally the “welcome amenity” included on the list of perks handed to me by staff was no where to be found and when that was brought up they made me feel crazy for asking and was essentially told that they would send me something if they felt like it, and guess what, they didn’t. Housekeeping was on another level of bothersome. At all hours there were carts in the hallways, in the elevators, and supplies all over the common space decor. I never left the room without essentially tripping over a cart, sometimes back to back where the hallway became effectively closed. Afternoon tea was nice, just be prepared for a 24% SERVICE CHARGE that is also TAXED before you even get to the standard gratuity line. No explanation or rationale of what it goes to or what expectations are, just an extra mugging before you walk out. Was hard to even leave the hotel as upon asking for my final bill, they had me stand around while they went back and forth “fixing” a credit on the bill so I could pay more money. All in, this property is missing a lot of the “little things” that make service exceptional. I’ve felt more welcome at the holiday inn and for the price I think the choice next time is clear.

This is my second time staying at The Ballantyne for a special occasion and will most likely be my last time. Several things made the experience as a whole less than desirable, and the price was high given the experience. 1. The most frustrating item of all was the room package that my husband ordered. His price included an $80 credit for breakfast the next morning at their restaurant. We were actually charged an additional $80 upon leaving since the credit was never applied to our room package. After 3 phone calls and several weeks, we finally received a refund for this. 2. Since my husband ordered the room package that included breakfast, we were never told that you also had to make reservations for breakfast. This cost us an additional 20-minute wait at the restaurant before being seated for breakfast. 3. In the room were two robes and one pair of slippers. I thought this was odd since there were two pairs of slippers last time we stayed at the hotel. I called the front desk and requested another pair of slippers so my husband and I could both wear slippers. They said they would bring another pair, but they NEVER came. We waited and waited and finally had to leave since we had reservations at a restaurant. I called the next day and mentioned it as well, and they NEVER came. This was very disappointing. 4. The charging port on the lamp on my side of the bed did not work. I found this out the next morning when my phone's battery was 15%. The two lamps on my husband's side of the bed did not work at all. We tried plugging and unplugging. 5. Before coming to the hotel, we tried to book an afternoon tea. The phone rang and rang and rang. Nobody ever answered, so we could not book an appointment. 6. Although this is a minor issue, I still take notice of the small things that can be improved. We saw several people in housekeeping in passing throughout our stay. Noone ever spoke to us to greet us or say hello. (We were the ones to say hello to them.) This is a simple fix that can make people feel special. 7. We were told after we arrived that we would have to pay for parking on top of the hefty room fee. This was a surprise that was not clearly communicated before we booked our stay at the hotel.

We traveled to Charlotte to take our kids for a holiday experience and stayed at The Ballantyne, a Luxury Collection Hotel, for one night — and what we experienced was exactly what hospitality should look like. From the moment we arrived, the managers and staff went out of their way to ensure our kids had the most memorable experience possible. This wasn’t just good service — it was thoughtful, proactive, and genuinely kind. Without being asked, the team took it upon themselves to make our kids feel special, welcomed, and celebrated, which meant everything to us as parents. The front desk staff were warm, attentive, and incredibly engaging, setting the tone immediately. You could feel that they truly cared, not just about us as guests, but about creating a meaningful experience for our family. Food and room service were outstanding — timely, delicious, and delivered with care and attention to detail. Even in such a short stay, every interaction felt polished yet personal, which is rare and deeply appreciated. The room itself was immaculate, comfortable, and calming — the perfect place to unwind after an exciting day for the kids. What truly sets The Ballantyne apart is the heart behind the service. The staff and management didn’t just provide a place to stay — they created a memory for our family. That level of hospitality leaves a lasting impression, and it’s why this hotel stands out as a true luxury experience. We will absolutely be back.

We live in Charlotte & while I have not stayed here, I have attended events here. The property is stunning & exactly what one would expect from a Marriott Luxury Collection property (franchised by Northwood Hospitality). We are long time, very loyal Marriott customers so we are well acquainted with their standards for excellence. We selected The Ballantyne for our daughter's Afternoon Tea bridal shower after attending their Afternoon Tea service one weekend. We could not have been more disappointed in the experience. We had to search out staff to fix things that were set up incorrectly or to replace dirty "clean" dishes, there was no communication or organization around the service & overall communication was significantly lacking. They forgot to serve until we asked about it near the end of the event. When they finally brought it out, it was served barely chilled & many did not want to drink that close to the end of the event as they would be driving soon. While the staff we did encounter were very nice & apologetic, it doesn't take away the disappointing experience that was obvious to our guests on such a special day. When I reached out to the salesperson with whom I coordinated the event, the best they would offer is to remove the champagne off the bill we pre-paid for. They kept the 24% automatic gratuity/service charge & I have yet to hear from this person's leader as requested. So, while the property IS beautiful, their ability to execute a small bridal shower was beyond disappointing - especially for what they charge. If they can't pull that off, I can't imagine the chaos a large wedding or busy event would be.

Wonderful stay! The hotel was beautifully decorated for the Holidays! Staff goes above and beyond as always. Special thanks to Blake at the front desk who went the extra mile when our room was not ready to accommodate our luggage and made us comfortable while we waited. Olivia at the Gallery Restaurant was amazing! We appreciate you all and will be back! Highly recommend this hotel if ever needing a place to stay in Charlotte!