My hubby, 9 yo and I walked into the lobby, hot and tired after a long day's drive, hoping for a quiet swim, a soak in the hot tub, and a peaceful night's sleep. But. There were people everywhere. It was a noisy, festive atmosphere and, upon making inquiries, we were told there were multiple children's basketball teams staying there, along with parents and coaches.
I expressed some apprehension about getting a quiet night's sleep, and the lady behind the desk said, "Oh, it's going to be really loud." She then assigned us a room on the 3rd floor. Children were running up and down the halls, yelling and laughing. When we opened the room door, spirits already sagging, a thick cloud of smoke wafted around us. It was a smoking room and we were non-smokers.
We shlepped back down to the front desk and explained the problem to the non-sympathetic young lady. Suddenly the other person working there, Alex, jumped in, ascertained the problem, and escorted us upstairs to a non-smoking room. He promised to speak with the coaches about the noise, and said that he personally would monitor the situation, asking for acceptable volumes of noise. Later he called and offered us, unasked, a healthy discount for our inconvenience.
It wasn't long before we heard a coach bawling out the kids for their behavior in the hallways. Alex really made good: we had a peaceful night's sleep. This dedicated young man turned our experience around in a most pleasant way.
The hotel itself was clean and enjoyable. The hot tub was great. The pool was really cold, but that didn't stop the kids from jumping in and having fun. Breakfast was good, with a large selection of food.
I only hope that Charter looks a little more closely at the people it places behind the front desk: they can really make, or break, the experience.