Fairfield by Marriott Inn & Suites Grand Mound Centralia — Hotel in Centralia

Worst customer service I've ever dealt with. When we arrived on the first night we had decided that we should stay 2 nights so we didn't have to drive home after what we had planned Saturday. So we asked the front desk person if we could extend our stay a second night. The guy said he could not do it tonight but to check back in the morning (even though online there were rooms available) we also said if the room we were in wasn't available we had no issue with moving. Next day we checked back. Was told we should just book online. Not sure why the front desk couldn't help us once again. But I went back down to confirm every room was dog friendly so we didn't end up with a room our dog couldn't go in. Then was told they could help us but after 9am. Came back right before 9 to check out of first room (which was paid for by my dad). Then was told they would get us a room but it wouldn't be the same one. Which was fine cause we had already packed up everything incase we had to move. Was there for about 15 mins and was then told she would have to do it later and would call me once house keeping was in to see if we could book the same room. We had places to be so we left. I didn't get a call after a couple hours. So my step mom called because she could tell at this point I was frustrated then told her they could keep us in the Same room and asked for my new card into to book since I was paying for this night. We had checked out from the room completely while we were gone. When we came back I got new keys for the same room. Thought okay cool we got it all worked out. Enjoyed the pool and our night there. Check out the next morning and the lady at the front desk tried to charge me for 2 nights even though my dad had already paid for the first night and we had checked out. So this transaction should have been totally separate and only one night. The lady at the desk admitted they had made a mistake but couldn't understand how it happened or how to fix it. We wanted a refund of one night because my dad had already paid for the other night on his card. she said she voided the first transaction on my card for two nights and only charged me for one but gave me a receipt with a balance owed on it. Then we heard the staff talking bad about us as we tried to enjoy our breakfast before we left. That is so unprofessional and when it was their mistakes! We were frustrated but we were not rude in any fashion and was just asking for the mistake to be corrected. Didn't ask for any extra or discount for trouble nothing. We also asked for a manager multiple times and even though the sign said someone was on duty was told there was no manager. My step mom is gonna write a complaint to high ups with names and more details. I will never stay here again and wouldn't recommend it to anyone. I am shocked at the inability of every single person there that couldn't do their job and of the lack of customer service. This we checked in at 10ish Friday the 26th and checked out Sunday around 8-9am. If that helps find the employees...

This is the first time I've reviewed on this subject and I think I'm going to start posting after every stay somewhere when this happens, because it seems like the new thing at these hotels.

First thing I'm going to say: the regular employees were excellent. Highly recommend, especially the guy at the front desk (night of Jul 23rd) when we got in at midnight. Polite, great attitude, knew every answer to every question we asked, fast, efficient, top notch.

Girl at front desk on checkout, polite, not rude, even though we were now checking out 10 mins late, fast, efficient.

Location isn't terrible. Rooms are top notch. Updated properly, no garbagey dirty looking interior work.

We don't do breakfast at hotels except for resorts and 5 stars so no thoughts there.

Quiet, everything functional, pool looked great.

Why. Why why why do these cleaning people now think it's ok to go right next to your head in the next room and slam stuff against the wall to wake you up.

It's not even just running the vacuum into the wall a couple times anymore. Now it's go from the room on one side: slam slam slam. Room on the other side of you: slam slam slam.

Insanely egregious. Not subtle. Not ambiguous. The cleaning people now decide your life when you stay at a hotel.

Moving? Renovating your home and you're exhausted? Truck you're using to haul things break down necessitating a two hour long drive to the nearest shop to drop off your truck? Got your dog and the laundry you were supposed to do and now you're tiptoeing up and down the stairs at 2 am trying to do that laundry without making a ton of noise in the hotel? Finally get done with folding the laundry back into the bags and get your disgusting self showered off and get laying down by 4 am?

Too bad. Cleaning lady thinks your wake up call comes at 8, with her slamming next to your head.

I am a compulsive tipper. I've never left a room without leaving at least something for the cleaning staff.

Today that stops. I'm going to post around about it, too, and if there's anybody left tipping in this economic environment, I hope they refuse to tip when these cleaning people slam stuff.

You aren't speeding people up. I was tired and disoriented enough that I ended up messing up what I was doing and taking even longer than normal to get out, entirely unintentionally, believe it or not. We were then late to checkout. You solved no problems with this behavior.

This should have been a five star review from me, this hotel earned it.

Get control of your cleaning staff. Nobody deserves to be...

I’ve stayed at over 100 different Marriott hotels over the last couple of years (I travel a lot for work) and I’ve never had an issue with a Marriott employee until yesterday.

I got into the hotel around 11:30 pm to check in and I was exhausted. I get an employee discount for working in a Marriott hotel and therefore need to provide a form for my discount, which I’ve also done 100s of times.

I walked into the hotel a little bit before my boyfriend to check us in and said hello and asked if I could email the form since I hadn’t had an opportunity to print it. 9/10 times this is totally fine, but different locations have different policies and that’s no problem. The employee (I believe his name was Isaiah) raised his voice at me and said absolutely not, that if I emailed it we’d be here at least 40 minutes and told me to get in line behind the other guy who was already at the computer also trying to print a form. I was shocked at his unnecessarily condescending tone and was immediately made uncomfortable. It wasn’t necessarily what he said, but how he said it - especially as a big man raising his voice at a young woman for no apparent reason.

Unfortunately, the person ahead of me didn’t know how to print his form and spent the next ~10 minutes trying to figure it out. Once he was done I emailed the form to myself and printed it. I’m not sure why it was so easy for me to email it to myself to print but staff wasn’t capable to do the same. I’ve been asked to print it myself a couple other times, but never in the way that he spoke to me.

I’m not sure if this staff member was unfamiliar with how to email, if he was having a bad day and couldn’t regulate his emotions, or if he had a general dislike towards women (his tone completely changed with my boyfriend, who had overheard how he was speaking to me before he walked up and wasn’t happy) but it made me really uncomfortable and I haven’t experienced this in my 5 years of being an elite member.

I also wasn’t offered my welcome gift or thanked for being a Platinum member, which I don’t really care about, but I know they’re supposed to do because I work in a Marriott and because I stay in them so frequently.

This could have been a fluke incident, but Isaiah made me very uncomfortable and I hope he isn’t this way with other customers! I will continue staying at Marriotts because 99% of the time they’re such a great experience, but some additional training for this staff member might...