Fairfield by Marriott Inn & Suites Pensacola Pine Forest — Hotel in Ensley

I attempted to conduct an early check in, but was told the rooms were being cleaned and would be done in approximately 2-3 hours. I said, no problem, and went to have a bite to eat. I returned about 45 minutes later and sat down in the lobby. After about 30 minutes I inquired again if any of the rooms were ready. The front desk attendant said that even if any of the rooms were clean that they need to be inspected before they can be assigned. I said ok and continued to wait. Approximately 30-45 minutes go by and a woman comes in and asks if they have any availability. The front desk checks with housekeeping and assigns her a room. At this point the original attendant comes back to the desk and stands next to (who I would very quickly learn) is the manager. I see another group coming in to check in at this point so I quickly step up to the desk. I state that it appears rooms are becoming available and I'd like to be assigned one. She said she'd have to check. I became very frustrated and told her that if they could assign a room to someone without a reservation they could find one for me. The manager looks at me and says that she doesnt like my tone and I cant talk to her employee like that. I let her know that I had been waiting for nearly two hours and that the woman next to me walked in off the street and was given a room. The manager stated that she can deny check in to whomever she wants. I stated that I was going to call corporate. She said go right ahead. I called Marriot corporate and explained the situation and let them know that the manager was refusing to check me in. They said they could speak to her or book me a room elsewhere. I asked the desk attendant to bring the manager back out, that corporate wanted to speak to her. The attendant went in the back and I could hear them talking but no one came back to the front desk. The corporate line asked if I would like to transfer hotels, and I told them that would probably be best at this point. They booked me into another Marriot while I was waiting for someone to come back to the front desk. After neither the manager nor the original attendant came back I left. I requested that the corporate customer care rep look into the incident and pull the video footage from the front desk. It would be a great aid for customer service training. I routinely stay in Marriots. This is the first time I have ever come close to an incident like this. There are plenty of other Marriot locations in town to stay at. Avoid this one. I didn't rate the room, would give service a zero if possible, the location is 10 minutes via highway...

Tee, the sweet young woman who checked me in upon my arrival was absolutely wonderful and gave me names of restaurants and facilities that I might be interested. 5 stars for her. The room 129 had a constant wind sound flowing through the vents which was disturbing and I could handle but it also had a mildew smell, when I walked to the window to shut the drapes, the carpet was sopping wet! This must have been the cause of the mold and mildew smell. I am highly allergic to staphylococcus aureus, have RA. and recently been diagnosed with myeloma.

By this time, the sweet wonderful Tee who was so helpful was gone for the day and an unhelpful girl named Sara was on duty. I told her the problem and she gave me another room but said I would have to pack and unpack with no help from her or anyone else there because there wasn't anyone, even though she was in the corner speaking with her coworker naked Johanna still on duty.

I told her I was in pain. No compassion or help or movement from either fairfield employees, mainly Sara to assist me. I am 63 years old.

I moved all my things myself to the 4th floor where she gave me the wrong room, and I had to move once again. The word incompetent cones to mind.

She did however seen to care a great deal about her social life as I overheard her speaking with her coworker like I was invisible. I feel sorry for her that perhaps she was born without the usual feeling of caring and compassion that most people have so I forgave her in my heart. However I had lost trust in her and in Fairfield Suites by Marriott. I was going to ask for an extended stay of 4 nights instead of the 3 I had booked but rethought this and decided Sara would not be the person who could handle my needs to make me feel a valued customer. I found she would get off duty at 11 pm and would speak with the new front desk person after 11 pm.

Not all your employees should be blamed for Sara's misdeeds and uncaring personality. I pray for her but also pray if she does not change that I will never have to have any reason to be near her presence in the future. I would advise people not to ask Sara fir asststance

Sincerely, God bless Tee and all the other wonderful people in the world for they are cherished ! Norma...

Our stay at this particular location was from 07/01/2023-07/03/2023. First off, I would like to start by acknowledging the good about this location. The rooms were clean, smelled great, spacious and very comfortable. Breakfast was good as well. Waffles, cereal, coffee, juice, bagels, oatmeal and this particular morning they had Jimmy dean sausages that were pre wrapped. Now, the negative. Employees can actually shed a negative light on an establishment based on their attitude and performance. On 07/01 when we checked in it was between 16:30 and 1700. The young lady at the desk did not seem very personable. She seemed a little irritated and her energy was very lethargic. Her communication could have been much more better. I never paid attention to her name but based on the time we checked in I'm sure it will be easy to find out who was on schedule. Maybe some extensive training for this young lady will suffice because one negative experience can change the outlook in any situation. Especially when you're spending your money for quality service. Now, on 07/02 we got back to the hotel around 2102 that night. We got back to room and called for towels. The young lady at the desk explained she was by herself and it would take a while for the towels to get done. We waited almost an hour and I went to the front desk and asked if towels were ready, and she said no. I was like oh my goodness. She calmly explained that the person who left before her put the towels in the laundry but never started them and she was very apologetic for the inconvenience. As I was getting ready to walk away she said, all we have are some pool towels and I said, cool I will take those. This young lady never wavered, she was very calm and professional. I don't know her name but she knocked it out of the park. She went above and beyond to handle the situation. Now, I don't fully understand why one person is working the front desk on a weekend but with 2 different people we received 2 totally different experiences. I work in logistics and one thing I know for sure is that people will never forget how you...