Marriott International Complaint - customer service - springhill suites
CHARLOTTE, NORTH CAROLINA -- On September 1, 2003 my husband and I checked into the Springhill Suties, Kings Grant Springhill Suites, 7811 Gateway Lane NW in Concord, NC. After spending the weekend visiting family in Baltimore we went to Charlotte to visit our son for his birthday. After checking in we realized that we only had two fiberfill pillows and the other two were down. I am allergic and have to sleep on fiberfill. My husband went to the front desk to get two additional fiberfill pillows. He was told that they had no extra pillows, but they could give him directions to the WalMart to purchase two. This was unacceptable. Although, they offered no other assistance. Then after a very restless night, the fire alarm went off at 6:50am. After grabbing robes and shoes we opened the door to find that the alarm was not sounding in the hall and no one else was in the hallway. After returning to our room, once again the alarm sounded. My husband went down to the desk and was informed that yes some rooms were having malfunctioning fire alarms. They had called someone to investigate the problem. There were no apologies offered for the inconvenience or any such concerns expressed. After an hour or more the alarm ceased to alarm as it had periodically. So we dressed and checked out. Upon check out, my husband let the front desk know of the pillow incident and they informed us at that time that had we asked they could have gotten pillows from an unoccupied room for us the night before. However, this remedy was not offered the night before when we could have used them. When asked about the fire alarm we were told that yes they believed that system had been fixed. Still no apology for our inconvenience or being so awakened. We felt that due to this experience we will no longer be staying at Springhill Suites because this hotel showed no concern for customer service. We have stayed at a Springhill Suites in Pittsburgh and had a pleasant experience. However, we are concerned that we may encounter this poor customer service again so we will find other accomodations. Thank you.