Complaints

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.

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Is this something where my complaint can be transferred to Residence Inn Des Moines West at Jordan Creek Town Center (160 South Jordan Creek ************ Des Moines, **** *****)? The reason I put the Fairfield Inn for this complaint is because when contacting Marriott Corporate support I was told this would be going to the Fairfield Inn management after providing the same information I stated here and I never heard back even after repeated attempts for a update. through. I slept poorly so I asked multiple times to verify my name and room number and that I was going to get a refund. It was stated multiple times that I was being refunded the full amount since the Residence Inn overbooked and that they were responsible for my stay.Late night on 6/5/2023 I contacted Marriott support since I still had not received a refund asking for a status.6/6/2023 I received a response stating I would hear back from the Fairfield in Managers within 3-5 business days. That has not happened. I followed up on 6/13/2023, 6/13/2023, and 6/19/2023 with no responses.Short summary was Residence Inn over booked, I was downgraded in rooms, I was promised bonus Marriott rewards, a full refund, and a managers response with none of those happening.Original confirmation number Confirmation Number: ******** Attached is a screen shot of my original confirmation, can forward if needed. Also is my receipt on 5/20/2023. I thought the ****** credit was my refund.

  Business Response

  Date: 07/07/2023

  This complaint should be directed towards the Residence Inn West Des Moines and not my business, ****************** Des Moines. ***** was forced by Residence Inn to stay at our hotel due to them overbooking. We are a comparable hotel and the guest is clearly upset they could not stay at the hotel they were booked at. None of this is on the fault of the ****************** Des Moines. 

  It is Marriott standard that the Residence Inn West Des Moines should have comp'd the guest stay as they did not accommodate them. At that point the guest does not pay for anything and still receives a room. Residence Inn then pays Fairfield Inn for the "walk room". 

  Business Response

  Date: 07/24/2023

  Good Afternoon,

   

  I am writing in regards to ************************  We unfortunately did have to relocate **************** on the 19^th of May to the ****************** Des Moines.  They were given our credit card to pay for Mr. ******* room due to the fact that he had paid with an advance deposit with us.  It appears by the receipt that is enclosed that they charged him instead of us.  I have reached out to the Fairfield to change credit cards and make sure that ours is charged and his card is refunded.  We also awarded **************** ****** rewards points to his Marriott Bonvoy account.  Please let Mr. ************ know that he is welcome to reach out to me if he has further questions. 

   

  We were not aware that this had happened or we would have fixed it immediately.  If you need any more information from us please let me know.  I have also included my Assistant ************************* on this email,  if I am not on property she would be glad to help as well.

  Customer Answer

  Date: 08/08/2023

   It has been 15 days since Marriott provided the response stating they would work with the other location to get the refund processed, but I have not received the refund. Their stated resolution would be ideal, but the more important of the two actions on their reply has not been provided. To my understanding 2-5 business days is the normal refund time. It has been 11 business days with no refund. I appreciate the Marriott points provided, but its been 80 days since the first promise of a refund and 15 days since the last promise of a refund without it happening yet.

  Business Response

  Date: 08/28/2023

  Here is everything that we have given *****************  We paid for his room at the Fairfield and have given him ****** points to use at any Marriott.  I have spoken to the Fairfield to make sure that my card was charged and not Mr. *******************

  You can also let *************** know that if he is in the area again and we have rooms available I would gladly comp his stay for 1 night.