Fairfield Inn and Suites Of Mahwah

Review: At the beginning of February, we made a reservation through my son's basketball coach on this hotel for February 28th, 2015 due to a tournament we had in Wyckoff, NJ . On Thursday, February 26th the coach advised us to better cancel as he did not believe our team will make it to the finals.On Friday, February 27th, I called the front desk and spoke with a male(Spanish accent) explaining the situation and cancelling the reservation. The person advised me that everything was taking care off and that I have still time until the day of the reservation until 6PM to advised the other parents. He told me that he will take care of my cancellation. I did not asked for a name or for a cancellation number as I was assure all was done without issues. To my surprise, coach was charged for the room $149.00 (incl. taxes) because I did not cancel. I proceed to call the hotel as well as the coach but a guy named [redacted] initially did not give me any explanation and told me that he or I needed to call [redacted] (manager). [redacted] called back saying that my reservation was for March 7th but I explained to him that March 7th reservation was canceled a long time ago because the tournament was moved then he told me that he will call back. Several hours passed so I called [redacted]; finding out that [redacted] is the Chief Engineer and that he has nothing to do with the issue. Then, I was transfer to a "manager" named [redacted] who told me that he cannot do anything as I do not have any cancelation number or a name, I got very aggravated and explained over and over the situation but he took it as he has nothing to do or to resolve. He mentioned that the only Spanish worker in the front desk is [redacted] and that he does not recall anything. We had a very heated argument and then we hang up. Nothing was resolved.Desired Settlement: I would like to get $149.00 refund as I needed to pay the coach for this terrible misunderstanding.

Business

Response:

I received in the mail yesterday the attached complaint. However, I don’t see how this can be for my hotel, Fairfield Inn & Suites Mt. Laurel, NJ. I have searched through our reservation system for the name [redacted], and that name does not come up in our system at all; either for a cancelled reservation or for a stay from history. Without a reservation number or a cancellation number, there is nothing that I can find. I don’t fully understand how this complaint could be for my property, as the address listed on the complaint, Kendall Park, NJ is North of my hotel, and in the letter, it clearly states that the tournament was being held in Wyckoff, NJ, which is North East of Kendall Park, NJ. So why would you book a hotel reservation at a hotel that is totally in the other direction of where the tournament is located, and South of the Kendall Park, NJ address? Also, you mention in the attached letter the following names: [redacted] (chief engineer) & [redacted] There are no associates/managers in my building with those names. My Chief Engineer is [redacted], my AGM is [redacted], my front desk associates are [redacted] & my name is [redacted], the General Manager. If there is a confirmation number that you can provide, or another name that I can check in my system, I will be happy to look further into this. But I feel there has been a mistake made, and this complaint to the Revdex.com should not have been made against my property, as we have no record of anything listed in your attached letter. Sincerely, [redacted]General ManagerFairfield Inn & Suites by Marriott350 Century ParkwayMount Laurel, NJ 08054[redacted]www.marriott.com/phlfm