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Business Profile

Hotels

Residence Inn by Marriott Fairfield Napa

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:10/23/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We made reservations with the hotel for October *****, 2024 through AARP/Expedia. We were unable to make the October 11th date, so **** contacted the hotel for us. After some negotiating, we agreed to pay for the unused night and in return, our room would be held for us on the 12th. I contacted the hotel twice before leaving to verify.Upon arrival on the 12th, our room had been flagged as a "no-show" and was thus, unavailable. The only accommodation offered as available, was a much more expensive suite. The manager could not be located and as it was quite late, we reluctantly agreed. The manager was unavailable for our entire *******, we were charged for three nights at the agreed upon price and two at the elevated suite price and for the two nights we stayed.We contacted AARP/Expedia on the 12th and have been in contact nearly daily since. They have tried to contact this hotel and every call either goes directly to voicemail or is suspiciously dropped. The manager still cannot be located. To date, calls and emails have not been returned to either myself nor AARP/Expedia.We have contacted Marriott Corporate several times as well and they have been quite unhelpful, instead point at AARP/Expedia for resolution. However, it seems Marriott is the major roadblock to resolution here. Neither Marriott nor Expedia can suggest other avenues of resolution or next steps. We just keep going in a circle. Confirmation #: ******** AARP Travel Center Itinerary#: ************** The reservation was made for **** ******

Residence Inn by Marriott Fairfield Napa is NOT a BBB Accredited Business.

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