I've stayed at this property repeatedly on business over the last 10 years. Since August of this year, I've probably stayed 10 times. It's consistent -- but a few ups and downs. Front desk is great. They are friendly and quick. They offer express checkin for Platinum members in peak hours. Rooms are a little small, but functional. Recently redone, with new beds and large flat screen TVs. The Ipod docs in the clock radio are a plus to me --- i don't have to travel with my own any more! Generally, housekeeping does a good job -- attention to detail could be a little better, but no big things. Room service is very hit or miss. Have had a number of issues with delivery time and temperature of food. You're probably better off finding something elsewhere --- even if it's downstairs at Champions -- who does a good burger. Concierge Lounge is what sets this place apart. Staff is wonderful. They remember their guests, are incredibly friendly and always looking for ways to help. Quality / selection of food has gone down a little over the years, but service is still top notch. This is usually my first choice in Charlotte (but I'm very much a Marriott person).