Fairfield by Marriott Inn & Suites Louisville Jeffersonville — Hotel in Clarksville

I am a gold elite member with Bonvoy and am extremely disappointed on how this situation was handled.

I needed to cancel my hotel rooms. I have booked and canceled MANY hotels over the years. This time when canceling online there was an unusual cancellation message that I had never seen before online saying I would be fully charged if I canceled. This was not a prepay or inside the typical 24-48 hour cancellation period so I was confused and called the hotel to speak to the front desk person, Liz, who indicated that what it said on the online reservation about being charged was incorrect and there would be no charge to cancel since I was well within the 48 hour cancellation window. When I went back to cancel online it indicated again that I would have to pay the full amount for all the nights so I called back the hotel again. This time, Saturday, the front desk person indicated there were no managers on duty for me to talk to and there was nothing he could do until Monday when a manager would be available. When I told him that having to wait until Monday to speak to a manager would put me inside the 48 hour window he indicated there was nothing he could do. So Monday arrives, I called first thing and Liz, the person I originally spoke with, and had told her that I was concerned about being charged the fees, indicated that she could cancel them for me since the online reservation was going to charge me. I agreed that she could cancel so I would not incur the charges for the rooms. Much to my surprise, my bank was debited the full amount for all the nights (6).

When I called to speak to the GM, Stefan, to get an explanation he was busy so I left a courteous message to please call me back so I could understand what happened. No response. I waited another day and called again. I was sent to voicemail. No response. I waited another day. No response, so I called again and this time was transferred to the sales manager, Leslie.

I’m a professional with significant training in customer service. Customer service training reveals itself when difficult situations are encountered. This seemingly easy conversation to discuss conflicting information from the website and front desk ended with a very abrupt and disappointing ending. Leslie repeatedly said “we’re well within our rights to charge you” while not addressing or caring about the point that I was given wrong information from the front desk. If anyone had mentioned that if the front desk canceled the rooms I would be still be charged, I would have kept all the rooms (6 nights total) and would have still paid the full amount but at least received the 6 nights credit that I ultimately paid for. I brought this to Leslie’s attention and she only repeated, abruptly, that they were well within their rights to charge me and no nights could be credited.

I am not one to write poor reviews but this customer service situation was poorly handled and very...

Story time… So my kids run AAU/USATF track so we stay at a lot of different Fairfield’s throughout the year. (IYKYK) I also book them well in advance, and sometimes multiple just to see where our other teammates will be staying so we can have options. So USATF indoor nationals are in Kentucky again this year so I booked multiple hotels around the area. I booked in September 2023 for March 2024. However my team decided to go the AAU route and go to Virginia Beach and yes my hotel was already booked just in case. So yesterday we were in Ohio for a meet where we stayed at Fairfield Ashtabula (service was excellent) I decided to cancel my Kentucky rooms. Louisville East and Louisville Albany were no problem. However with Louisville Jeffersonville there was a problem canceling the rooms because they were charging me a fee for the rooms. I had two rooms booked so we’re talking $444 and $456 cancellation fees.

Now I do this a lot. I never book the prepay always the standard, so I can cancel three days in advance or 24hrs in advance. I go back and read them and sure enough it says the next day. Which is strange? I call the hotel and a very rude Ms Leslie picks up and in her snobbish/ Karen tone tells me there is nothing we can do it’s locked in and we can’t touch the reservation and there is just nothing we can do. I’m pissed.

So I know I didn’t make this error it has to be something wrong.. So today is Feb 4. I go back on the app I put in the same dates March 7-10 for Louisville Jeffersonville I make sure to click on the standard rate which I know I did before and not the prepay, they show me my available rooms I click on it and I scroll down to read rate details and it’s says you have until Feb 5th to cancel the room…. I’m pissed.

They are locking people in these rooms and not giving them any room to cancel and stealing their money. I even told Leslie what if I had Covid and couldn’t make it she said there is nothing we can do very arrogantly. Like she know exactly what they doing and been doing it.

In conclusion I will never book at this hotel again. I have a large team and organization and will also tell them to never book with this particular hotel because of “Ms Leslie and staff.” Very rude and uncaring. Make sure you read every detail because even in hospitality they will try to get you. Sorry so long. Have a great...

We spent 5 days at this hotel. It was nice enough, had indoor pool/hot tub, breakfast, spacious suites. On day 1 we noted a dehumidifier in our room with a sign on it that said to use it if we felt the room was too humid. There was no power button (on/off switch on it), when we reported this to the desk, they replied, "Then just leave it there and don't use it." ||Throughout day 1 we were in and out of the hotel and there was no employee presence. I found this unnerving when I had to run out at 10 PM and returned to open doors and no security. The back door was also unlocked as late as 10PM.||Breakfasts were efficient; juice, coffee, packaged breakfast sandwiches, quiches, etc. bagels w/ butter & jam (no cream cheese), bananas and oranges. Ones side of the toaster was broken and during the weekend the line was ridiculous. How much does a new toaster cost?||Our room was not cleaned. That was not communicated and when we called to say we did not have service we were told that we must have had the Do Not Disturb sign out - there was no Do Not Disturb sign. I had no problem cleaning up daily, we set up a system with the housekeepers; we would set out our towels & garbage and they would take them away and leave what we needed. This, we discovered, from them, has evolved since Covid but was never communicated by the front desk.||The final blow that spurred me on to writing this review was in the pool. The vinyl table clothes were spotted and dingy. Four of us were sitting around the table and proceeded to clean the cloth. The manager (?) came in and checked the pool chemicals while we were doing this. I was quite vocal about what we were doing. He said/did nothing. On the way out, I lifted the box next to the pool where the manager just tested the chemical balance of the pool. It was filled with pool toys left and lost in the pool. It was too much work to clean it out. ||I went to the desk to speak to a woman that was helping out from corporate that day and of course, she was not there. Maybe I was extra grumpy that day from the frozen breakfast sandwich she served but I decided if I couldn't speak to a human there, I would write a review. Once home I tried to write something on Marriott's internet page or send them a message. Guess what??? No link. ||If your going to Jeffersonville, Indiana, stay at the...