AURORA, COLORADO -- A couple of weeks ago I found out that I would only have one Saturday off of work during this summer on the 9th of June so I started to plan a very much needed weekend surprise for my husband as a Father's Day gift. I chose the new Fairfield Marriott hotel in Southlands Mall because it isn't far from my parents house where we dropped off our young children but also because we could go to dinner, a movie, do some shopping and listen to the Friday night concert.
I called to make reservations and made it clear that this was supposed to be a romantic evening and that I wanted a room with a king size bed. (My husband is 6'4" and we don't sleep at all if we are in a queen size bed together so if we are in a room with 2 queens we sleep in separate beds, who want to do that on a romantic get away). I was also told at that time that there was only 3 open king rooms for the 8th of June.
A while later because I was working so hard to make the plans for this weekend and to keep it a secret I started to worry that something would go wrong so I called to confirm that we had a reservation for the 8th of June and that we did indeed have a king size room. I was told "yes you have a reservation and yes you have a reservation for a king size room." When we came to check in after dropping off the kids at my parents house (by the way my husband got a little teary eyed when he found out our plans. Life has been so busy and stressful for us and we really needed this date night.)
When we checked in the person at the desk was very cold and rude. I've actually never checked into a hotel when the clerk was not cheerful and welcoming I would think that would be an important character trait for this kind of job.
Then when we walked into the room it was 2 queens. I was immediately frustrated because I had called less than a week before to confirm that we had a king. If I had not called a few days earlier I would not have been angry when I called the front desk. The girl yelled at me to calm down when I was explaining that I had called to confirm having a king room a few days earlier.
I wasn't even yelling at her I was just showing frustration at the situation then she told me to be quiet while she looked up my phone call. She then said, "You called on the 4th of June and on that day your room was changed from a King room to a queen room". I said "What! I never authorized this change, I was told not to worry because....", she interrupted me and told me to be quiet again so she could see if they even had a king room to switch me to.
Of course they didn't so I told her I wanted to check out. When I came to the front desk to turn in the keys I was crying, all that work to plan an evening away from the kids was ruined and all the stress we have been going through was worse. I didn't want to talk to the mean girl so I asked for the Manager and nothing, not an apology, not a reason for the mistake, or even admitting that they made the mistake.
Was it malicious? Was it an accident? Was it on purpose to give my king room to someone more important then me? The only thing he offered was to reserve a room in a hotel by the airport 30 minutes of gas and toll roads away without any of the date night that could go with it. He didn't even say or do anything to try to get me to use them in the future or to try to keep my business with them. All he kept telling me was "well I'm not going to charge your card for the room, there won't be a charge on your card for anything so don't worry". WHAT! Really?
Well guess what? My dad is a senior scientist and manager at Orica, an international company in Watkins, CO that has many of its employees stay at that hotel when they come from out of the country. I haven't talked to my dad about this experience yet but I'm planing on it. I do not believe Orica would want to take the chances with a hotel who would make mistakes this hotel made and treat their customers the way I was treated.
MIDDLETOWN, OHIO -- We booked a last minute room at the Fairfield Inn and Suites located in Middletown, Ohio. After making the drive we checked into our room around 6:30 PM on Saturday, December 11, 2010. The arrival experience was perfect and the associate checking us in did an awesome job. She was not able to honor our request for a high floor despite the hotel being nearly empty for the evening but at this point that was not an issue. We attended a small holiday party that evening and returned to our room around 11:30 PM and were in bed before midnight to get a night sleep planning to depart around 8 AM.
At about 12:30 we were awaken by what sounded like a basketball game being played in the room directly above us. There were lots of loud voices and an obvious party going on. I called the front desk and was told by the night clerk that she had lots of complaints and that there was a college basketball team on the floor above us. The party upstairs lasted well past 5:30 AM that morning and the noise only continued to get worse. The clerk was unable to do anything including being able to move us to a room on an upper floor or away from the noise. The party upstairs was directly above our room.
As a Platinum Elite Marriott Rewards member I asked numerous times to speak to the Manager on Duty or the General Manager of the property with no success. The General Manager, ** refused to answer her phone or return messages left by her staff. We finally were able to get to sleep after 6:00 AM and managed to get a little rest before having to get on the road. I again asked the desk clerk upon check out if the General Manager was available and was told that she had numerous complaints from other Hotel guests but that Mrs. ** was not reachable by phone and had not returned messages left for her.
Despite leaving messages for the General Manager to call me I have yet to hear anything from anybody about this. I was told that when staying at a hotel when there is a sports team that this is what happens and there is nothing the hotel can do. I am extremely dissatisfied with the total lack of service that I received from both Mrs. ** as the General Manager of this property as well as from Marriott.
DEPTFORD, NEW JERSEY -- FairField Inn by Marriott, 1160 Hurffville Rd, Deptford NJ, 08096. We have no proof that the hotel workers committed the crime but at the same time we have no proof they didn't do it. On a recent stay at Deptford FairField Inn Marriott, 1160 Hurffville Rd, Deptford NJ, 08096 we were robbed during housekeeping. We were on day three of a four day stay and the theft occurred on the last day when housekeeping would be needed. We left the hotel at around 11:20 am on the day of the robbery to visit a local grocery store and we returned at approximately 1:15 pm just under 2 hours to find ONE of our laptops stolen from the room.
The laptops (2) both Apple Ibooks were sitting on the desk when we left. The staff did a card key check and only two keys had been used, mine and housekeeping. The room had many other valuables including digital cameras and web-cams. The Thief rummaged through drawers and a second laptop case taking the power supply from that case. In other words they had time to look around it was not a snatch and run crime. The Thief only took one laptop, one case and one power supply but the power supply they took they searched for and found in the second laptop bag in one of the inside Velcro pockets.
I ran into the hallway and the housekeeping crew was still there as I announced there was a missing computer from our room. A young cleaning lady called the manager for us. I asked the young cleaning lady who had cleaned our room and another older cleaning lady instantly announced from a few rooms away that she didn't take a computer and she looked so guilty she almost passed out. Her whole body was shaking and she remained at least 3 rooms away from us the entire time. The manager and another person from housekeeping arrived and they looked around in the rooms that our housekeeper had been in on our floor but didn't find the missing laptop.
The hotel had us file an insurance claim. We called the police and filled a report that would later be followed up by NJ police detectives **. The investigation slowed to a standstill after the detective was told he could no longer talk to our housekeepers. The housekeepers hired lawyers and refused to talk to or take any tests for the police. Without the help of a eyewitness or surveillance camera as evidence and without the housekeepers talking the tests for the police the investigation is at a standstill.
The insurance form they have you fill in is bogus since the hotels insurance company stands behind "The Innkeepers Law" to protect them from losses due to theft. The Law I believe is in all states. The innkeepers law says that if a hotel has a safe that you can use then you have the power to protect your belongings. The law does not say they have to provide the safe free so if you're not inclined to pay to use the safe you have no protection.
Yes we could have purchased the use of the safe so yes the insurance company is correct standing behind this law. Sounds like extortion, buy the safe or you will be sorry, as we have keys to your room. I replaced the laptop at my expense 1,299 dollars and the hotel stay of 270.
I asked for help in solving this issue from the hotel, insurance company and Tharaldson customer relations and only got "I'am sorry for your loss". The Tharaldson lodging company operates The Fairfield Inn by Marriott as well as many others. Their slogan is neat. "Impressing Employees...Impressing Guests...Impressive Results." I am NOT impressed! So travelers beware you have to protect yourself or become victims of crime and keep in mind the Inn Keepers law protects hotels not consumers. Unimpressed Guest.
BELTSVILLE, MARYLAND -- I am a resident of the Beltsville/Calverton, Maryland 20705 for the past 22 years. I regularly would go over to the Ramada Inn which is located in the Calverton Shopping Center located off of Powdermill Road and Beltsville Drive. For the past, I guess, almost 10 years now, I think, it has been changed to the Fairfield Inn. It is a nice place, and I often go there, talk with the employees I know, have coffee and watch t.v. in their lounging area. Sometimes, I get coffee or tea and take it out the door with me, when I am heading off to work or on my way home, which is usually a seven block walk.
I am 54, and sometime I need a break off my legs before I go home. So when I get off the bus, I stop by the Fairfield Inn. I call it my second home. I help a lot of the desk clerks with information the guests may need about the area outside of the hotel such as stores or restaurants, or how to get to public transportation sites. I have even, twice, provided the hotel with a manual that I made up with information that they can readily used to help their guests with any information that they need. I provided maps, yellow and white page information about restaurants and stores, and directions to different locations. I did this because this is the type of person I am.
No one else would have ever done this for the hotel, and that I know for sure. I am a very friendly individual and am not shy about talking to anyone. I try to be nice to people and I try not to cause trouble. Apparently now, as of January, 2007, I guess I hit the unwelcomed mat by an employee who works behind the front desks. I was off to work, and had my boss stop at the Fairfield Inn to get us some coffee before we headed out of the city. We usually do this whenever he came into Maryland and picked me up. The employees are forever changing at the Fairfield Inn, so I guess each time you deal with new staff members, you will have to accept new rules.
I don't know if the employee is a manager or not, but she approached me as I was leaving, and told me not to take anymore coffee from the hotel, that it is for their guests. I responded, nicely, OK, and left with my two cups of coffee in hand. It wasn't until I was in the car, that I started to feel bad about her approachment. She is new to the Fairfield Inn, trying to gain brownie points and sticking her nose in positions that don't really concern her. They have management people for their front desk, their lounge/catering area, and cleaning areas. I know the manager of the lounge area and he has never stopped me from getting coffee before.
I have never been approached in the past 22 years until now that I was not able to get coffee and sit down and watch what was on their t.v. set. They have meetings at the Fairfield Inn, and they have engagements there for church and other events all the time. The people that attend these engagements aren't paying the hotel for their use of it, yet they get coffee, tea, hot chocolate, or whatever, and no one stops them and said that these items are for the guests of the hotel. Where is my activity really different?
Does she have the right to tell me that I can't have a cup of coffee there when I go there, which is usually like 3 or 4 times a week. There is not much to do in Calverton, when you are on foot, so the Fairfield Inn is a nice, quiet place, that I felt real comfortable visiting. If you have any input on this, please let me have that.
My wife worked at the Fairfield Inn by Marriott in Lafayette, IN. She got injured one night at work. She slipped on some water that was on the floor coming from the pool area. She went to the ER and had X Rays done. Lucky NO broken bones, just a bad bruise. Told her to stay off her feet for 3 days. When she saw her family doctor 3 days later, he told her she needed to stay off her feet for a least 3 more days. Doctor wrote a release from work for her, and she turned it in. Only to find out after she turned it in, that they said she HAD work because the money that they were losing.
The bruise she had would have gotten worse if she did not stay off her feet for the next 3 days, possibility that a blood clot could form, and possibly could travel to her heart and kill her. But did Fairfield Inn/Marriott care... NO!! So for my wife's safety, she had to quit her job.... THEY DON'T GIVE A **.... ONLY WANT TO SAVE THEIR MONEY, WHO CARES ABOUT THE EMPLOYEES HEATLH AND SAFETY!!! Wife got attack a week earlier at this same ** when a guest assaulted her and tried to force her into their room.
People, stay away from Fairfield INN in Lafayette, IN, security there sucks 100% and they treat all their employees like **!! NO WONDER THIS HOTEL IN MARRIOTT"S CHAIN IS RANKED THE 3RD WORST IN THE COUNTRY.... STAY AWAY EVERYBODY!!!