Fairfield Inn and Suites Customer Service Issues

I'd like to share my recent experience at Fairfield in Cincinnati North Sharonville. I reserved room [redacted] with a $[redacted] deposit but was disappointed to find it smelled of smoke upon check-in while I was in town for a funeral. I ended up booking room [redacted] as well, and the manager, Leesa Gyotoko, charged me a $[redacted] deposit for that room. After a 45-minute wait to speak with her, she explained she would address the discrepancy in deposits. I later checked out of room [redacted] without any issues. However, upon checking out of room [redacted] on 5-2-20 and receiving my receipt, I was surprised to see $[redacted] deducted from my account on 5-4-20. When I contacted Leesa, she claimed there was smoking in the room, despite my efforts to ensure none of my party smoked there. I found the manager's behavior rude and suspect prejudice. The unexpected $[redacted] charge has affected my finances, causing other bills to go unpaid. I was unaware of the $[redacted] deposit for the second room and would have made alternative arrangements if informed. I am seeking a refund of the additional charge.

I reserved room *** at the Fairfield in Cincinnati North Sharonville with a $*** deposit. Upon entering, the room smelled of smoke, which was concerning as we were there for a funeral. When I rented another room ***, Leesa Gyotoko, the manager, charged a $*** deposit on that room. After waiting at the desk for around ** minutes, I finally spoke with her to inquire about the high deposit amount. She mentioned she would address it. Eventually, I checked out of room ***, which initially had the $*** deposit, and everything seemed fine. However, on Monday *-*-**, $*** was withdrawn from my account. When I asked, Leesa mentioned smoking in the room, which I ensured did not happen, as I did not want to lose my deposit. Despite the room smelling of smoke upon arrival, she insisted on finding tobacco in the garbage as a reason. This deduction has caused issues with my other bills, as it was unexpected and unexplained. Additionally, the $*** deposit on room *** was not clearly communicated beforehand, leading to financial inconvenience. I am requesting a refund of the deducted amount promptly.

I paid $[redacted] for two nights, but my little brother's behavior got us kicked out, resulting in a $[redacted] charge. The staff acted rudely and as if we were criminals. The room wasn't well cleaned, with old hair ties found. The staff didn't wear masks, which made me feel uncomfortable. I feel discriminated against and disappointed. My brother was allowed in the room briefly. When he complained to the lady at the front desk, he was insulted. Losing $[redacted] is a big deal for my struggling family with a six-year-old starting school soon. I urgently need the refund considering our financial situation.

I am currently staying at a Fairfield in Dallas, TX, and unfortunately, I have been a victim of theft at another Fairfield location. I am in a tough situation with no money and nowhere to go. I was hoping for some assistance to stay another day using my points or possibly receiving a loan of points if needed. I have experienced long-term abuse from my husband and really need somewhere safe to stay. My parents are on their way, but it will take them a couple of days. My phone number is [redacted]. I appreciate any help you can provide. Thank you.

During our girls' trip to Pawhuska, OK, I booked a room at the Bartlesville, OK Fairfield Inn and Suites through Hotels.com. Initially, our room had one king bed instead of the two queens as reserved, but we were promptly moved. Later that night, we were disturbed by people attempting to enter our room incorrectly. Even after addressing the issue with the front desk, we received another disturbance by phone. The front desk mentioned I was in another guest's room, without further resolution. Although I paid through Hotels.com, I was charged an extra $[redacted].49 on top of the $[redacted].30 already paid. The hotel promised to refund the additional charge but declined to address the disturbances we encountered.

During May 7-8, [redacted], my family and I stayed at the Fairfield Inn in Shakopee, MN for an AAU basketball tournament. We booked one room for two nights, but the hotel erroneously charged us for three rooms, totaling an overcharge of $[redacted]. Despite multiple attempts to resolve this with the hotel, we have faced unhelpful and rude behavior. The front desk even hung up on my husband during inquiries. We feel disrespected and disappointed by the poor customer service received. We seek a prompt resolution and the return of our overcharged money. I now intend to contact the Marriott Fairfield main customer service number for further assistance, even though I was informed of a lengthy wait time.

I made a reservation at Fairfield Inn and Suites in Alexandria, MN on May 2, [redacted], for two rooms. One was a suite with 2 queen beds and a sofa bed at $[redacted].28, and the second was a room with 1 king bed at $[redacted].36. I received a confirmation number, [redacted]4, for both rooms via email from Marriott Reservations. However, when we arrived on July 9, [redacted], the only room available was the suite. We had guests coming to meet us and needed the additional room. Despite the confirmation, there were no other rooms available, causing us stress. The desk clerk provided no solution, leading us to drive miles to find accommodation. I seek an explanation for this error and guidance to prevent such issues in the future.

My girlfriend, Patricia L., and I booked a two-night stay at the Fairfield Inn in Plattsburgh, NY for October 9th and 10th, [redacted]. Due to unforeseen circumstances, we contacted the hotel to adjust our reservation for one night to October 10th. Upon arrival on October 10th after a [redacted]-mile drive, we were informed that our reservation was canceled because we did not show up on the 9th. Despite our call to change the reservation, the hotel claimed our room was sold and had no vacancies. We were forced to book a room at the Hampton Inn across the street, costing us $[redacted].00 per night. This experience has left us extremely upset. As frequent travelers who choose your hotels, we seek a resolution to this matter.

Upon arriving at room [redacted] of the Fairfield Inn and Suites on December 18, [redacted], my girlfriend and I were greeted by a friendly front desk staff member who assisted me with payment, room details, and key cards. However, once settled in the room, we discovered leftover coffee in the pot, used tampons in the trash, and a crack pipe under the mattress. Despite promptly changing rooms without any issues, I feel the problem is not yet fully resolved. Encountering such uncleanliness during my stay was unpleasant, and I kindly request a refund for this disappointing experience. Rest assured, my intention is not to express anger but to seek a resolution and fairness. In exchange for addressing this matter, I am willing to withhold any negative feedback.

I had booked and rented two rooms at Fairfield Marriott Penticton from December 16 to 21, [redacted]. I encountered an issue where the front desk charged me four times the total fee upfront. I was charged $[redacted] per room four times, with three charges from my bank account and one from my credit card. Despite being told it was automated and would be refunded within five business days, I had to spend a month following up to resolve the discrepancies. Eventually, two extra charges were refunded, and one room charge was corrected to $[redacted].76. However, as of January 21, [redacted], there is one outstanding room charge of approximately $83 that has not been reconciled. The manager mentioned an Etransfer for this amount but I have not received it yet. I have maintained politeness and patience throughout, but I believe my patience and finances are being taken advantage of. I am eager to speak with someone from customer service regarding this matter.

During my family's recent two-night stay at Fairfield by Marriott for my daughter's nearby wedding, we encountered a distressing incident. One morning, my youngest daughter found a live roach on her pillow, causing her to scream in fear. Upon inspection, we discovered two more roaches in the room. After alerting the front desk, maintenance promptly arrived, captured one live roach, and acknowledged the issue. The general manager, Amy Goldfarb, confirmed the presence of the roaches and mentioned a previous infestation that had been assumed cleared. Unfortunately, no compensation was offered as we had booked through a third party. We believe Marriott should have taken responsibility for the situation regardless of the booking method, considering it occurred in their premises. Our interaction with the staff left us feeling disappointed. We seek assistance in addressing this matter.

I made a reservation at Innsbrook, Va. Fairfield Inn and Suites for July 2, [redacted]. I noticed a charge of $[redacted].20 on my Chase credit card for the one-night room. The hotel confirmation number is #[redacted]6. Despite having another reservation for July 1st, the hotel is unable to find an Expedia confirmation number in their records and won't provide a refund. I have contacted Expedia, but they also do not have a confirmation for July 2nd at the Fairfield. The charge on my credit card on 3/16/22 from *HOTEL*FAIRFIELD INN S HTTPSLODGING,FL, corresponds to the $[redacted].20 charge. We are unable to utilize the reserved room and kindly request a refund for July 2, [redacted]. Thank you.

During our stay, we encountered multiple issues with the rooms. The first room had spiders on the walls and in one bed, with a hair in the other bed. The exterior window was covered in spider webs with large spiders crawling around. After changing rooms, the new one smelled of mildew and had spiders outside the window as well. Ants infested the bathroom, requiring me to purchase ant spray. Furthermore, there was a concerning incident when housekeeping let a stranger enter the room while my 16-year-old daughter was alone, which was unsettling. The second morning, the hotel had no hot water with no satisfactory explanation given. Overall, the experience has been unsatisfactory, with constant bug spraying and inconveniences. I spoke with the manager about these issues, but the resolutions offered were unsatisfactory. I believe compensation for our stay is necessary.

Subject: Reservation Mix-up - Seeking Assistance Hello, I am Kathryn (Katy) Caschera, a loyal Marriott Bonvoy member with number [redacted]46. I recently encountered an unfortunate reservation mishap during my road trip from Naples, Florida, to Michigan. While stopping in Dublin/Columbus on May 31 to meet family, I mistakenly booked a room in Dublin, Georgia instead of Ohio due to the Muirfield PGA Memorial golf tournament filling up local accommodations. Upon arrival, I realized my error but managed to secure a room in Ohio, albeit at a higher cost. I promptly contacted the Dublin, Georgia location to cancel, but they mentioned charging the card in full due to the same-day cancellation. Being a Marriott/Bonvoy patron for a while, I am hopeful for some form of credit or assistance for this mix-up, either with Fairfield or the Dublin, Georgia property. Any help in resolving this situation would be greatly appreciated as we plan to return to Florida through Georgia. I kindly request your guidance on what can be done from a customer service perspective. Thank you for your attention to this matter. Sincerely, Katy Caschera

Last night, at midnight, a fire alarm sounded at the Fairfield Inn in Myrtle Beach, waking all the guests up. Following a period of confusion and the fire department's arrival, we were informed that it was a false alarm due to a leak, reassuring us not to be alarmed. However, the specifics of the issue were not clearly communicated to us. While we have previously experienced good service and communication at Fairfield, the disruptive alarm in the middle of the night was an unfortunate start to our trip. We would appreciate some form of compensation for this unexpected event.