Fairfield Inn & Suites By Marriott

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: With all due respect, MsMichelle L [redacted] , the grounds for your alleged obligation to support the outrageous decision of your franchise location (Fairfield Inn & Suites [redacted] Gwinnett Place) in this matter is absolutely baselessThere are simply no facts to support the ridiculous claims set forth by Fairfield Inn & Suites [redacted] Gwinnett PlaceFairfield Inn & Suites [redacted] Gwinnett Place and [redacted] , whether taken separately on in combination In your January 30, letter (the last sentence of the 1st paragraph), you stated that "Their records show that you had control of this room when the mattress was removed." What records are you referring to? There is NO record showing that we had control of this room when the mattress was removedAgain, we checked out of the room at 11:37am on 11/03/leaving all hotel property – including the king-sized mattress, locked in the roomIf you spared some time to review our 12/18/Revdex.com response, you will find that, and I quote: " [redacted] clearly stated to us (my husband and I) that the management team of Fairfield Inn & Suites [redacted] Gwinnett Place now have video surveillance showing evidence of the alleged missing mattress being taken out the building at approximately 12:20pm (i.e., after we checked out at approximately 11:37am) by suspects NOT matching our description; and that as a result, this was clear indication that we have nothing to do with the disappearance of the alleged King-sized mattress." (Emphasis added) So, what records are you referring to? Further, in the 2nd paragraph of the same letter, you indicated that " [redacted] efforts to resolve this issue in good faith was declined by your husband, advising them he would be pursuing the matter legally." Did you bother to ask how [redacted] might have tried to "resolve this issue in good faith"? Here is how [redacted] (on copy) of [redacted] tried to "resolve this issue in good faith": [redacted] threatened to withhold the $charge (i.e., a wrongful charge to begin with), if we refused to withdraw our comments on social mediaHe further added that every step (i.e., including wrongfully accusing a hotel guest of stealing a KING-SIZED mattress!!!???) that has been taken in this matter has been consistent with protocolWhat an insult!!! Does that sound like an effort to resolve this issue in good faith? In response, my husband rightfully said that he would simply let the courts decide if, in fact, the right protocol was followed in this case Based on these facts, we do not agree with your final position regarding this matter Regards, [redacted]

The Housekeeping supervisor attempted to enter the room around 10:am on Monday but was unable to gain access due to the security latch being on the doorThis is confirmed by the lock interrogation that we took after the time of the incidentThe guest checked out around 11:am that morning At approximately 1:pm that same day the housekeeper on that floor entered the room and immediately reported that the mattress was missing.The lock interrogation confirms the statement aboveFrom the time the guest checked out of the room to the time the housekeeper entered the room to clean it, no employee or guest keys were used to open the doorOur position on charging the guest for the mattress will remain the same this decision came after careful investigation of the situation and the information that we received from our lock interrogationThe mattress was in the room when it was rented by the guest on that Friday night and was missing from the room when the guest checked out late Monday morningPlease reach out to me if you need any further assistance in this matterSincerely, Jeremy R [redacted] General Manager Fairfield Inn & Suites [redacted] Gwinett Place

[redacted] 3:PM (minutes ago) hi,they solve my issues.thats why I want to close this complaint.thank you

Hello, The hotel has refunded the guest fully for her advance purchase reservation The refund happened on January 22, 2016, and the guest was notified I have received confirmation from the hotel's accounting department that the refund did indeed take place The hotel wrote the guest the below email on the same date that the refund was processed >From: [redacted] >Sent: Friday, January 22, 2:PM>To: [redacted] @***.COM' < [redacted] @***.COM>>Subject: Fairfield Inn Baltimore>> [redacted] ,>>Thank you for contacting Marriott Costumer Care regarding your previous reservationAs a one- time courtesy, I have rebated your advanced deposit and canceled the entire reservation [redacted] is your cancelation numberIf I can be of service to you in the future, please do not hesitate to contact me directly.>>Yours in Hospitality,>Alicia Beads Owens | Assistant General Manager Warm Regards, Lisa H [redacted] Corporate Liaison MrMarriott’s Office Email: [redacted] @Marriott.com

Revdex.com
Marriott customer service
Subject: Distraught beauty pageant winner traumatized by a horrific Marriott experience
This year, I won the Miss Akwa Ibom USA pageant sponsored by the Akwa Ibom St*** Association of Nigeria, USA (AKISAN)As the emerging beauty queen winner, I was awarded many prizesOne of those prizes was a complimentary night stay at a Marriott hotel, valid until July On Wednesday, November 4th 2015, I made my reservation through the 1-800-Marriott reservation calling center as I was traveling to Delaware for my aunty's funeralAs I'm not from the area, I asked the representative which Marriott hotel will be closest to the funeral location and ensure that the selected hotel would honor my gift certific***Before completing the process of finalizing my reservation, I informed the representative that I would like to use my gift certific*** for a night stayI also went as far as to read her the gift certific*** verbatim with the mindset that if there was something wrong with using it, I would have been informed prior to check inI wanted to hear the reservation center verbally confirm to me that my gift would be honored without any problems or incidentThe booking representative clearly st***d to me that my gift certific*** will be accepted as long as I hand it in upon check inThe representative went ahead and booked my reservation for me, reassuring me that I will not have any complications as long as I bring my gift certific*** in and show it to the front desk representativeLast week, Friday, November 6th, 2015, I checked into Fairfield Inn and Suites Wilmington New Castle well past 11pmThe first thing I did upon arrival was hand the front desk representative my gift certific***While she reviewed the document, I proceeded to inform her about how I received it, and I ended with clearly asking her if this would be fully honoredShe told me, yes, and that she was going to fold it and put it on her manager's deskShe then requested for a debit or credit cardI asked why if I'm not being charged, and she said that it is only being taken in order to put a hold on the roomShe checked me in and notified me that everything seems fine, so I went upstairs to rest for my aunt's funeral in the morningShe never told me that she would have to get back to me l***r nor did she ever clearly inform me that I would be charged anythingThe representative then called and woke me up to inform me that she realized that the gift certific*** was not for their exact hotel but her manager will work everything outBut upon checkout I was told by the manager, MrP***, that he would not be able to take the gift certific*** and there was nothing he could do for meHe then slid the gift certific*** in my direction in a demeaning manner so I informed him of the reason for my stay and how I got the certific*** When I told him about my aunt's funeral he laughed, twiceI will never forget that! The first time he laughed with a slight laugh, but a laugh nonetheless, and I asked him, "do you think my aunts funeral is a funny matter?" At the end of the conversation, when I mentioned the word funeral again, he smirked and laughed againThose two laughs from a Marriott general manager about my beloved family member dying, I will never ever forgetFrom my arrival until my departure, my experience at the Marriott was horrific and unorthodox due to the circumstances at handTo start with upon walk in, I had to knock on the door and wait for the front desk lady to walk over to the door in order to unlock itWhen questioned as to why the door was locked, she st***d very nonchalantly that when it is l*** at night they lock the door because "people from Philly try to come in here, hoodlums." I was having a rough Friday due to the fact that I travel to Delaware solely for my Aunty's funeral events so I didn't question her and just tried to check inAnd with me leaving, my experience ended with the knowledge that I had to miss my aunt's funeral because of a mistakeA mistake on the front desk's side for allowed me to check in without letting me know that I would be chargedThe mistake also committed by the Marriott reservation center for going through and making my reservation when I specifically and clearly ask them if my gift certific*** would be honoredAll parties replied back to me with a yesThe worst part of the situation was that I had to miss my aunty's funeral on Saturday, November 7th, because MrP*** and I were going back-and-forth for over an hour with me trying to rectify the situationHe eventually told me that if I called the reservation center and they approved my stay, then he would honor itSo I called the reservation center and two different representatives tried to talk to him, on my behalfOne of them was a supervisor who contacted MrP*** and he told the supervisor that he was not going to accept or honor my Marriott gift certific***I know that to be a fact because the supervisor got back on the phone with me, after placing me on hold, and st***d that he adamantly refused to honor my stayShe then went on to tell me there was nothing she could do because she did not have the power to make a general manager do anything that he does not want to doShe closed with apologizing to me that I missed my aunty's funeral and for the way the general manager at Fairfield Inn and Suites tre***d meI feel as though MrP*** intentionally refused to support my gift certific***He kept repeating if somebody promises to reimburse him, then he will let me get the free nightMr P***l came off as evil and extremely insensitive to my distress with no intentions of really trying to help meI feel as though I was tre***d that way because I'm not only young but because I am African AmericanThe way he made me feel was horrible and unacceptableHe made me feel need him and stupidI didn't deserve any of the trouble that I enduredThe untimely death of my aunt is a tragedy that affected me deeply, so I dropped everything I had in order to travel to Delaware for her wake on Friday and funeral on SaturdayMissing my aunt's funeral affected not only me, but my entire familyInstead of my family solely worrying about laying my aunt down to rest, they were panicked worrying where I was and wondering if something tragic happened to meMy family couldn't even focus on the task at hand due to my absenceNot only that, but my family needed me during the funeral ceremony to assist with the event and as a source of support and strengthI will never be a part of that memory, and I did not have the opportunity to say my final goodbye to my auntI am now emailing you because when I asked the general manager, MrP***l, at the hotel who his manager was so that I could get his director's business card he looked me straight in my face and said, "no I cannot do that for you." When I asked him "why not," he told me because he doesn't have oneI said "that is not true" and I requested that he did not continue to insult my intelligence because the way he was speaking to me was as if I was a stupid young black undeserving femaleI continued to ask for this information and MrP*** replied, "I cannot do that for you." He went on to st*** that "the only thing you can do as a customer is to place a complaint and contact law-enforcement." So I'm taking take MrP***l's advice and contacting every single person I could think of involving this situation, from social media to my pageant organization I need someone's assistance in rectifying this situation of my horrific experience that caused me to miss my aunt's funeral while being tre***d so indecently, insensitively and harshly by a Marriott general manager, MrP***I am horrified by the way that I was tre***d at that exact Marriott hotel to the point where I would never step foot there againMrP***l had no intentions of really trying to help meI feel as tho I was tre***d so poorly because I'm not only young but because I am African AmericanThe way he made me feel was horrible and unacceptable

We are in receipt of your January Revdex.com dispute:
As a manager of both managed and franchise locations that may be independently owned and operated, our role is to track issues for quality purposes and to insure that your communications are reviewed and responded to by the hotelsAs this hotel is a franchise location we have obligation to support their decision to charge you for hotel property taken from the roomTheir records show that you had control of this room when the mattress was removedWhile we understand your disappointment with this charge, *** *** efforts to resolve this issue in good faith was declined by your husband, advising them he would be pursuing the matter legallyWe trust you understand our final position with this matterNo further communications will be sentKind regards,
Michelle L***
Corporate Liaison

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*** ***>
12:PM (hour ago)
tome
Dear *** ***,
The smoking charge was refunded to the guest and I sent her a copy of the refund folio. This was due to only a smell of cigarettes but no evidence was foundI advised *** *** that there will no refund on the room charge due to so many guest complaints of the noise coming from her room and that there were to people in the room having a party
Please close the issue
Regards,
*** ***
Corporate Liaison
MrMarriott's Office
Telephone: ###-###-####

December 12, Dear *** ***,
Thank you for choosing to stay at Fairfield Inn and Suites Gatlinburg NorthI'm responding in regards to your complaint to Marriott Customer Care as well as the Revdex.comOur hotel is 100% smoke freeWe do not allow smoking in the
rooms or on the balconies and this is indicated throughout the hotelHowever, we do have a designated area outside for smokingOnce a guest has checked out of their room our Housekeeping Supervisor inspects the room for articles left behind, any damage that may have occurred, and any evidence or odor of smokingIf any damage or odor of smoke is present the General Manager inspects and confirms the odorPrior to your arrival your room went through a point inspection and had no smoke odor or residue, however, after your departure the room was placed out of inventory for days due to the excessive odor of smokeThe room recovery fee of $that you were charged was noted on Marriott's Sustainability Card in your roomWhen a room has been smoked in the housekeeping and maintenance personnel must go through a rigorous process of extracting that smell resulting in the room being out of inventory for re-sell for a number of daysI apologize that you feel this charge isn't warranted, however, I hope you can understand the reason for this policy.Sincerely,
Rachel PGeneral Manager

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[redacted]
3:PM (minutes ago)
hi,they solve my issues.thats why I want to close this complaint.thank you

The Housekeeping supervisor attempted to enter the room around 10:00 am on Monday but was unable to gain access due to the security latch being on the door. This is confirmed by the lock interrogation that we took after the time of the incident. The guest checked out around 11:45 am that morning....

At approximately 1:00 pm that same day the housekeeper on that floor entered the room and immediately reported that the mattress was missing.The lock interrogation confirms the statement above. From the time the guest checked out of the room to the time the housekeeper entered the room to clean it, no employee or guest keys were used to open the door. Our position on charging the guest for the mattress will remain the same this decision came after careful investigation of the situation and the information that we received from our lock interrogation. The mattress was in the room when it was rented by the guest on that Friday night and was missing from the room when the guest checked out late Monday morning.
Please reach out to me if you need any further assistance in this matter.
Sincerely,
Jeremy R[redacted] 
General Manager
Fairfield Inn & Suites [redacted] Gwinett Place

I booked a room For 3 persons and they will not give me a room with 2 queens beds. When you book they ask how many persons and I specify exactly 3 persons. We are 3 adults . It is they responsibility to give me the right room or tell me I need another king of room Now they say they don't have rooms of two queen beds .I booked a month ago in order to have a good rate.
Fairfield and suites Downtown / river north

Hello,
The hotel has refunded the guest fully for her advance purchase reservation.  The refund happened on January 22, 2016, and the guest was notified.  I have received confirmation from the hotel's accounting department that the refund did indeed take place.  The...

hotel wrote the guest the below email on the same date that the refund was processed.
>From: [redacted]
>Sent: Friday, January 22, 2016 2:17 PM>To: [redacted]@[redacted].COM' <[redacted]@[redacted].COM>>Subject: Fairfield Inn Baltimore>>[redacted],>>Thank you for contacting Marriott Costumer Care regarding your previous reservation. As a one- time courtesy, I have rebated your advanced deposit and canceled the entire reservation. [redacted] is your cancelation number. If I can be of service to you in the future, please do not hesitate to contact me directly.>>Yours in Hospitality,>Alicia Beads Owens | Assistant General Manager
Warm Regards,
 
Lisa H[redacted]
Corporate Liaison
Mr. Marriott’s Office
Email: [redacted]@Marriott.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
With all due respect, Ms. Michelle L[redacted], the grounds
for your alleged obligation to support the outrageous decision of your franchise location
(Fairfield Inn & Suites [redacted] Gwinnett Place) in this matter is
absolutely baseless. There are simply no facts to support the ridiculous
claims set forth by Fairfield Inn & Suites [redacted] Gwinnett PlaceFairfield Inn & Suites [redacted] Gwinnett Place and [redacted], whether taken separately on in combination.
 
In your January 30, 2015 letter (the last sentence of the
1st paragraph), you stated that "... Their records show that you had
control of this room when the mattress was removed." What records are you
referring to? There is NO record showing that we had control of this room when
the mattress was removed. Again, we checked out of the room at 11:37am on
11/03/2014 leaving all hotel property – including the king-sized mattress,
locked in the room. If you spared some time to review our 12/18/2014 Revdex.com
response, you will find that, and I quote: "... [redacted] clearly
stated to us (my husband and I) that the management team of Fairfield
Inn & Suites [redacted] Gwinnett Place now have video surveillance showing
evidence of the alleged missing mattress being taken out the building at
approximately 12:20pm (i.e., after we checked out at approximately 11:37am) by
suspects NOT matching our description; and that as a result, this was
clear indication that we have nothing to do with the disappearance of the
alleged King-sized mattress." (Emphasis added)
So, what records are you referring to?
Further, in the 2nd paragraph of the same letter, you
indicated that "... [redacted] efforts to resolve this issue in
good faith was declined by your husband, advising them he would be pursuing the
matter legally." Did you bother to ask how [redacted] might have
tried to "resolve this issue in good
faith"? Here is how [redacted] (on copy) of [redacted] tried to
"resolve this issue in good faith":
[redacted] threatened to withhold the $500 charge (i.e., a
wrongful charge to begin with), if we refused to withdraw our comments on
social media. He further added that every step (i.e., including wrongfully
accusing a hotel guest of stealing a KING-SIZED mattress!!!???) that has been
taken in this matter has been consistent with protocol. What an insult!!! Does
that sound like an effort to resolve this issue in good faith?
In response, my husband rightfully said that he would
simply let the courts decide if, in fact, the right protocol was followed in
this case.
Based on these facts,
we do not agree with your final position regarding this matter.
 
Regards,
[redacted]