We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hotels

Fairfield Inn & Suites by Marriott

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/20/2024

    Type:Facilities Issues
    Status:
    Answered
    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.
    I booked to stay at the Fairfield Inn from 5/24-6/4. I found a bed bug in my room on 5/31.

    I took the bedbug down to the front desk and asked that I be refunded for the nights I no longer wanted to stay. She advised she would refund me. I advised I would be back that evening to get all the things out as I had to go to work and asked that they put all my clothing in the dryer sine the only way to get rid of bedbugs is heat. She gave me a garbage bag, and had housekeeping come get my items

    They are now refusing a refund for the unstayed nights. Due to the time I have spent arguing with them over the unstayed nights I want a full refund.

    I have a video of me taking the bedbug to the front desk an her advising she would refund me.

    Business Response

    Date: 07/09/2024

    This is my account of this situation.

         On the morning of 05-30-24, Amanda ****** came to the front desk and told us she found a deb bug, it fell from the ceiling in her bathroom.  She said she had to go to work but did not want to stay here.  The bug she brought to us had been dead for quite a while (in petrified form) but we washed and dried her clothing for her and had it waiting for her when she returned.

        Her reservation was made through a 3rd party,  we can't make changes to her reservation, without having a room inspection. After having the room inspected, nothing was found.  This is why we did not grant the refund request.
     
        Miss ****** never checked out with the front desk, after going to the room we found out she had a pet in the room, she did not declare her pet was in the room.  (forms never filled out and  $75.00 pet charge).

        Mrs. ****** is disputing the amount of $1836.69, like we mentioned her reservation was through 3rd party and unfortunately we don't have access to what her total cost through them was, however on our end we received $953.16, from the 3rd party host  (room fee and taxes). Plus a 75.00 pet fee was charged from the hotel.


    Attached is the Guest folio for reference 

    Customer Answer

    Date: 07/16/2024

     

    ********** ********
     

    I am rejecting this response because:

    I did check out. She even asked to confirm the last four of my CC and confirmed it was the one on file when I checked in for the pet charges. 

    I’m sure I could find the other hotel guest who was speaking to me when I was checking out and waiting on the front desk to bring me my items. As she was also from the area I live. 

    I would like to know how a bed bug in the room is different with a pet in the room? 

    A dog has nothing to do with a bed bug. 


    Sincerely,



    ****** ******

Fairfield Inn & Suites by Marriott is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.