Fairfield by Marriott Inn & Suites Denver Aurora/Parker — Hotel in Aurora

This hotel has some of the worst customer service I've ever endured. This is my third weekend stay if I wasn't already booked for next week as well I'd never return. My mother booked us this hotel for the weekends while we do work on her home. First week September 2nd the staff was awesome. The front desk guy was very polite and said he remembered taking the reservation and that we were here for the next four weeks. Apparently though he didn't follow policy and have us present a card to be used for incidentals for a $20.00. That's cool but it caused problems for our next week check in as I had assumed it would be the same check in easy. Well the clerk working that night told me I needed my id and CCard. I said "oh we didnt have to do that last week?" He didn't explain he just rudely said "I need a card for a $20.00 hold for incidentals." There was someone checking in next to me with another clerk. I hear her say card is on file for him. That clerk smiled and said ok and gave her the room keys. So of course I was annoyed. "Um she didn't have to give a card." He just repeated a $20.00 hold for incidentals. I said "ok but the card on file will be charged for the room?" He said yes the $20.00 will be refunded in a few days if there are no incidentals." Annoyed that it seems that the employees all follow different guidelines I give him my card. Fast forward mid week I realize I was charged for the whole night. Mom calls to have them reverse charges and charge card on file. No one CAN help till Monday. Week 3 check in they know me and are rude the moment I walk in. I need your card. I explain how I was charged for the room last time not just the incidentals. Then he tells me he never told me that. He basically told me I was lying. I would never have been so upset if he didn't tell me exactly that it's just a $20.00 charged and would be refunded. My intelligence was insulted many times. I get policies. Your employees need major training since they l seem to follow different ones. After the incident week 2. Why on earth didn't they easily solve it by getting me the forms for the credit card authorization? Knowing we had two more reservations because I told them. Absolutely will never return here. I will not be treated as a lesser when I am a guest in a hotel. I will not go somewhere they have no interest in helping me solve an issue only talking over me and not caring to listen to the problem. As a person in customer service all my life. The smart thing would have been on week two, would of been to apologize for it being different and to offer the credit card authorization form so the rest of our stays wouldn't have check in difficulties.

All this the only thing the needed to do when the reservation was first made is ask my mom to do a credit card authorization form. That's it but they rather treat me like scum and unintelligent. Yes I look rough when I come in I'm refinishing a basement. But it surely doesn't mean it is okay to treat me...

Second stay (7/26/17) I'm updating my review for my second stay this week. I had 2 stars. Dropping to 1. Room was clean...no hairs in the shower this time. No chance to see how room was cleaned because I stayed one night. The one star is because when I was getting ready in the morning, someone from the hotel staff used a key and walked in my room without even knocking. Not sure if they were from housekeeping as it wasn't someone with a cart. They said something I couldn't quite understand about thinking the room was one that was ready. She apologized and left. Thankful I was already dressed. Above cleanliness or anything else, I want to feel safe in a hotel room. Granted I should have had the bolt on the door, but who from hotel staff goes in any room and doesn't knock first?! Very unnerving. Looking for other places to stay. 0 for 2.

First review: (Stay 7/10-7/14/17) I was very disappointed in my last stay. It was not a Marriott experience at all. To start, there was several hairs on the bathroom shower walls. For 2 days they didn't clean my room. I even stopped the housecleaning person in the hall while she was still there on day 1 and asked if she could come back to do my room. She nodded yes. After day 1 when she never came to my room, I went to the front desk to ask if my trash could at least be emptied. They handed me a trash bag and told me I could empty it and place it in the hallway. I repeated what they said very nicely, "you want me to empty my own trash." The girl said "yes" very enthusiastically. I am not beneath emptying my own trash, but isn't that one of the things I'm paying for by staying there? The other young man at the front desk quickly added, or "we can go empty it for you" since I was headed out the door. Day 2, house-cleaner came to my room. I was working. Asked can you come back? She said yes. When I left, she was still working on the floor. She never cleaned my room. Day 3 she cleaned my room because I went and worked downstairs so I couldn't possibly be in the room when she came by. Except the bathroom sink still had makeup I had slightly spilled in it. The floor had hairs and some other crumbs I had dropped. Not cleaned. Hairs in shower from Day 1 that I had left on the walls were still there. Coffee pot not emptied. Coffee not refilled after using it for 3 days. Printer downstairs was out of ink, and printer behind front desk was incapable of printing what I needed because it was so old. "Business Center" should be updated if they want to appeal to a business traveler. It's the only Marriott in that area so I'll be back next week, and hopeful maybe things...

This stay started with me calling the 800 number to set up 2 reservations for my parents and my in-laws. I was given 2 confirmation numbers with the understanding that this was taken care of. Upon checking my parents in on the 21st, I was informed I actually had 3 reservations in their system 2 starting on the 21st and one starting on the 23rd. I informed the front desk staff it should only be 2 reservations and I asked if they needed the reservation numbers, I was told no, they’ll fix it. So, my parents got checked in and we thought everything was good from there.

On the 23rd I attempted to check my in-laws into their room and was greeted with a very confused front desk staff as they thought I was already checked in for a room. I explained I had 2 reservations for that week for family and offered my reservation numbers, again I was told they weren’t needed. My in-laws were given their keys and I left for the evening. I found out the next morning they were given keys to my parent’s room instead of their own room; they needed to go back and get a new set of keys for a new room.

Thinking this was all over, I get a long email from my dad the night of the 25th informing me they had been locked out of their room. They attempted to get their keys turned back on and were informed that they had been moved to room xxx (my in-law’s room) the night before when my in-laws checked in but needed new room keys because they had been provided keys to my parent’s room. My parents had been checked out of their room and now needed to get another room for the night, essentially charging them for the room when I was the one paying for both rooms.

Just when we thought it was over, my in-law’s come to the house on Sunday (the day my parents checked out and traveled back home) and inform me their TV said “Bon Voyage XXXX” with my dad’s name on it, indicating he was leaving that day. My dad did leave that day, but my father-in-law wasn’t leaving until the next day, yet his TV was telling him my dad’s name.

I’m not sure how 2 reservations, for 2 different time periods, with 2 different confirmation numbers could be botched so horribly, especially when the confirmation numbers had been offered up to prevent any confusion. It appears now I haven’t been fully charged for the entire stay for both sets of family members. I have no issues paying for the rooms and the nights that my family stayed there; I wouldn’t feel right not...