Fairfield Marriott - Ruined Romantic Surprise Away From the Kids for Early Fathers Day Gift.
Hotel Stay - Complaint
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 Fair field 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 with out 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 it's 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.