The Hotel was overbooked and the 5 of us were jammed into a 1 bed room. I pre-paid a week in advance for the bigger suite style room with a fold out sleeper sofa using Expedia. When we showed up the hotel was overbooked and all they had available was a single bed for the 5 of us to share. I cannot express the anger I felt as my children did not have the sofa bed to sleep in. Let me clarify, I had PRE-PAYED for the room a week ahead of time so as to insure my family had the larger room we needed and would all have a bed to sleep in. The hotel just said "there is nothing we can do".
I reserved a room at the Fairfield Inn because it is an extension of the Marriott and I expected the same level of customer service that we have come to love. This room was also $50.00 a night more than other rooms because of its size and features. They would NOT refund any money and we were stuck in the under sized room. This hotel does NOT fit the Marriott image and my advice is to book a room across the street at the Hampton Inn. VERY DISAPPOINTING!! Expedia refunded the extra cost for the suite we did not recieve and was GREAT to deal with trying to find us a different hotel to stay in. Even though all other hotels were booked up and we had to stay here, it was nice to feel we had somebody trying to help us because the Fairfield Inn staff didn't seem to care.
Comment from Hotel Management
Aug 9, 2014 by Manager, Hotel Management
Thank you for your feedback. Please accept my sincerest apology for the negative experience you had at our hotel. We want every guest to be completely satisfied with their stay, and I'm sorry that we could not make this happen. As a courtesy the website doesn't allow bookings for more than four people, and since your reservation only indicated there would be two, we were unable to provide the best room for your needs. I truly wish we could have done more to assist you in a refund but, when you make a third party reservation you are paying them directly and not us, so the refund has to go through them. I am glad to hear that they were able to assist you with the refund. Once again, I apologize we didn't have a suitable room available for your family, and hope that if you find yourself back in the area you will allow us another opportunity to serve you.
Brian Van Buskirk