Fairfield Inn and Suites Customer Service Issues

Hello, I hope you are well. I am reaching out because I have been trying to contact Fairfield Hotel Chicago through official channels with no success. My friend, M.K. Suga, is a current guest at the Fairfield Inn & Suites Chicago Downtown/Magnificent Mile. I had a product sent to the hotel via UPS, with the delivery signed for by a Mr. E. Fairley at the Front Desk on August 2nd. Unfortunately, upon arrival, my friend was unable to locate the package, and the hotel staff could not find it in the Mail Room. I believe there may have been a misunderstanding, and the package could be in a different location within the hotel. Can you assist in reaching out to Mr. E. Fairley to locate the missing product? I apologize for any inconvenience this may cause. Thank you in advance for your assistance.

During my recent work trip to Avon, Indiana, I had some hotel booking mishaps. Typically, I use a booking app for my reservations, but this time, I mistakenly booked a room directly through the Fairfield Inn website. While I canceled other bookings successfully, this one slipped my mind and I was charged on my debit card post-trip. I am aware of the cancellation policy but since the room was already assigned to someone else, I am hoping for a refund or at least a partial one due to my genuine oversight. Any assistance you can provide on this matter would be highly valued. Thank you.

I recently had a car accident near one of your buildings and have been trying to contact the CEO due to issues with the general manager, Vivenli. While everyone else was helpful, Vivenli has been rude and uncooperative. I was shown a video of the accident that I asked to see again, but they have been avoiding my calls for weeks. When I brought an officer in on August 15th to retrieve the video, the general manager demanded a subpoena, which I can't obtain without suing the person who hit me, but I can't sue them as they fled the scene. The address is 69th Tunnel Ave, North Bergen, NJ, at the Fairfield Inn and Suites by North Bergen.

I was supposed to have one complimentary night, but I had to pay an additional $40 in fees due to Marriott's booking policies. I booked the room online through Travelocity, which made things complicated. They charged my card $[redacted]. When I arrived at Fairfield Inn to check in, they needed my card information. Unfortunately, my card was locked. I contacted my bank, Travelocity, Fairfield Inn, and Marriott, but no actions were taken. My bank opened a new checking account. I am hesitant to give out my new information due to the poor service from Marriott and Travelocity. I am seeking to have my complimentary stay honored and more from Marriott. Thank you. Justice D.

During our recent stay at the Fairfield Inn in Texas City, we encountered multiple issues. Initially, we were allocated rooms [redacted] and [redacted], but upon arrival, we discovered they were amidst a construction mess. After several trips to the front desk, we were reassigned rooms [redacted] and [redacted]. Unfortunately, our room keys failed to work, resulting in multiple visits to the front desk. Later in the evening, the AC unit emitted a strong chemical odor, causing discomfort and headaches for our family. Despite attempting to ventilate the room, the smell persisted. The following morning, when I spoke to the GM, Teresa Custer, about these issues, her response was not apologetic. This experience has been disappointing, especially as we have been loyal customers of the Marriott chain for a long time. I hope senior management can address and resolve these issues promptly.

During our recent stay at Fairfield Inn, located at [redacted] Emmett F. Lowry in Texas City, zip code [redacted], we encountered several issues. Initially, we were assigned rooms [redacted] and [redacted], only to find out they were under construction upon arrival. This led to multiple trips to the front desk, and we were eventually reassigned to rooms [redacted] and [redacted]. However, we faced difficulties with the room keys multiple times. Additionally, after lowering the AC unit at around 9:35 pm, a strong chemical smell emitted, causing discomfort to our children and leading to headaches. Despite trying to ventilate the room, the issue persisted. The following morning, when I spoke to the General Manager, Teresa Custer, about the problems, the response was not as apologetic as expected. This experience has been one of the poorest customer service encounters I have had with a Marriott hotel, and I hope that someone in a higher position will address and resolve these unfortunate issues promptly.

I made a reservation for a handicap accessible room with 2 queen beds at the Fairfield Inn in Mt. Vernon, Illinois for Oct. 12, [redacted], checking out on Oct. 13, [redacted]. Unfortunately, upon arrival, the room was not available, and we were given two adjoining rooms, with only one being handicap accessible. This was not what we had requested and were promised. We were charged for the room and when we tried to extend our stay, we were initially told it was possible, but were later informed it was not available, and had to pay for accommodations that were not as promised. It has been some time since we last stayed at a Fairfield Inn, and this experience was disappointing, especially during a time of mourning for a funeral. Several guests faced similar issues with their rooms during this occasion. As a result, we have decided not to stay with Fairfield or Marriott in the future. We believe we should be refunded the $[redacted].90 we paid. Thank you for your swift attention to this matter.

I had a disappointing stay at the Fairfield Inn and Suites Marriott in Amarillo, Texas. Upon arrival, I tried to pay in cash for my room due to a rushed trip, but they didn't accept it. I ended up using my debit card and got charged double the amount, causing over draft fees. The manager's response was unhelpful, claiming it was a computer error. When my boss intervened, the situation was handled better, but the issue remained unresolved. The hotel suggested my bank should resolve the problem, leading to $[redacted] in unexpected fees. The customer service was lacking, and I won't be returning due to these experiences.

Upon booking 3 rooms at Fairfield Inn & Suites- Indy, I was disappointed to find out upon arrival on Nov. 13th that they had overbooked and couldn't accommodate one reservation (I had even cancelled one the day before). We left to find a different motel for both of us. The person at the desk was unapologetic, claiming they tried contacting me several times on the 13th, not realizing I was traveling and calling my home phone. This delayed communication was frustrating. It's upsetting that they waited until the day of to reach out. This experience has left a lasting negative impression, and I will be avoiding staying here in the future.

On 12/14/18, I booked a stay at Fairfield Inn in Fort Wayne, Indiana, located at [redacted] Lima Rd. I received room [redacted] and dealt with the front desk regarding payment with cash, but they insisted on charging my debit card. While one charge for $[redacted] has cleared, there are two pending charges of $[redacted] and $94 on my account, dated 12/22 and 12/24. Despite my efforts to reach out to the hotel through calls and emails, including providing proof from my bank statement, they have not taken responsibility for the extra charges. My bank advised me to wait until the pending charges resolve, leaving me in a frustrating situation as I wait for my funds to be released. I am facing financial strain during the holiday season and find the hotel's lack of assistance disheartening.

During my stay at Fairfield Inn San Francisco Airport on February 19th, I encountered an issue with Jesica, a front desk employee. I am a Marriott Titanium Elite member and have been traveling for 17 years without any complaints until now. Jesica's dismissive and sarcastic behavior made me uncomfortable and unwilling to interact with her for the rest of my stay. Her lack of professionalism, unhelpful attitude, and sarcastic responses were disappointing. It is my opinion that Jesica could benefit from additional customer service training or may not be suitable for a customer-facing role. I felt compelled to officially file this complaint due to the negative experience I had with her.

Last night, I stayed at the Fairfield Inn and Suites where a fire alarm went off. I was surprised by the lack of communication about the situation. No one informed me of what was happening, and even after the fire department departed, there was no explanation provided. Since I used a different exit and did not see any staff members, I found it unsettling that no efforts were made to update guests. It turned out there was no actual fire since the fire department left swiftly. I recommend the hotel establish clearer protocols for informing guests during emergencies. Considering the snowstorm outside, many guests might have preferred to stay indoors, so effective communication is essential in such situations. I opted to wait in my car with my phone, feeling uncertain about the lack of communication.

During my stay at the Fairfield Hotel in Naperville, Illinois from April 29th to May 2nd, I encountered several issues. The lack of the advertised hot breakfast due to renovations was disappointing. I had to rely on a colleague to drive me to Panera each morning, costing me $30. Additionally, the cleanliness of my room was subpar and the available amenities were unsatisfactory. The pool seemed dirty, and the fitness room was cramped and poorly equipped. These inconveniences, along with the unmet expectations, made my business trip less than ideal. I would appreciate proper compensation for these disruptions.

I registered my service dog when I checked in on July 4, [redacted], as I am an NYPD first responder with multiple health issues from 9/11. When we returned from the fireworks, a male employee rudely asked me to leave with my dog, questioning if I was blind and if my dog was a seeing-eye dog. This embarrassing encounter escalated into a fight with my wife. Despite showing documentation, the employee continued to be disrespectful. I demand a refund for the night as this ruined my stay. I will report this to the ADA. I am not blind but suffer from health issues due to my 9/11 experiences. My service dog is properly tagged and accompanies me everywhere, including on planes.

During my stay at the Fairfield Inn in Racine, Wisconsin, I encountered multiple issues. Firstly, the front desk attendant was very impolite and unhelpful. Despite having four children and bags to carry, I was informed that the elevator was out of order and was not accommodated with a room on the first floor. Secondly, upon entering the room, it was dirty with food and candy scattered on the floor. Unfortunately, my attempts to contact the front desk were futile as there was no response even after multiple visits. The service was extremely slow as it took four hours to receive an extra pillow. Adding to the disappointment, the table in the room was broken with sharp nails protruding, and one of the blankets was stained with a brown substance. The swimming pool was also a letdown as it was shallower than expected and appeared unclean. Despite not anticipating luxury, the price I paid should have warranted a clean and safe environment, especially for families with children.

On July 13th, I made a reservation at the Fairfield Inn in Erie, PA. After spending the day at a local amusement park, we checked in around 10 pm. Upon entering the room, we discovered that the air conditioning was not working, and the temperature was 79 degrees. Despite requesting maintenance, no one came to fix the AC. The front desk promised to comp the room, but no alternative room was available as the hotel was sold out. This left my family of 5, including 3 young kids, without accommodation at 10 pm. The lack of concern and the open window in the room suggested knowledge of the AC issue. To add to the disappointment, I was charged an additional $20, and I would like a refund for this unexpected charge. This experience was extremely inconvenient and frustrating for my family.

The air conditioning in my room started blowing hot air instead of cool, making the room hot and uncomfortable. My daughter, who has asthma, began having breathing difficulties due to the muggy conditions. Despite administering her asthma medication, controlling her asthma became challenging due to the room's environment. I had specifically requested a disabled-accessible room as both I and my two children have disabilities. However, upon arrival, there was only one dirty towel in the room, and there were no shampoos or conditioners provided. During breakfast at 9:30 am, the kitchen staff began clearing away items, including taking a pot of hot oatmeal away before I could serve my son. This rushed and rude behavior was unacceptable, especially since I was in the process of serving him. I seek a resolution for this disappointing experience.

I recently stayed at your hotel in Colorado Springs North near the Air Force Academy on Struthers Rd last night. Online, the advertised rate was $[redacted] per night, but when my husband called, we were quoted $[redacted]. During checkout, I was charged $[redacted].09, but upon checking my credit card statement, I noticed I was actually charged $[redacted] for a room that was supposed to be $[redacted]. According to the receipt, there seems to be an overcharge, so I am requesting a refund to be processed back to my MasterCard. I kindly ask for this refund to be made within three days; otherwise, I will have to escalate this matter further.

I stayed at the Fairfield by Marriott in Columbus, Indiana on October 25th, and I had booked two rooms - one for my kids and one for myself. We were assigned to rooms [redacted] and [redacted], with me staying in [redacted] and my kids in [redacted]. While I was out, my kids informed me that the smoke alarm had gone off when they tried to use the coffee maker and microwave. Despite explaining this to the front desk, we were not granted a late check-out the next day. To my surprise, I later discovered a $[redacted] charge labeled "smoke-free rooms" on my bank statement. Despite searching my kids' belongings and their denial of smoking, the hotel has been unhelpful in providing evidence or resolving the issue. I suspect this may be in retaliation for a previous negative survey. I am a dedicated Marriott employee, and I am disappointed by the service at this location. I seek a refund, and I will persist in disputing this charge until it is rectified. Thank you for your attention to this matter. -BW

The Jacuzzi and pool had an excessive amount of chlorine that damaged not only our bathing suits but also those of our children. We had trouble sleeping due to itchy and burning skin even after washing off. We reported to the manager that the refrigerator was malfunctioning, and it was discovered that it had been unplugged. When attempting to check out and request a refund for remaining nights, the manager's response was unfriendly and uncooperative.