Fairfax Marriott at Fair Oaks — Hotel in Fairfax

Ron interjected himself into a conversation between my mother and another Marriott front desk agent and was extremely rude.

I made a 6 night reservation for my parents using the Marriott website. I signed up as a rewards member and opted for the Corner Double room for a bit more space. Upon arrival I found the room wasn't what I had reserved so I called down from the room and the gentleman who checked us in provided us some options since the room was not available for the length of our stay (the reservation was made last minute). In short, he was able to find a Corner King and also compensated my parents with breakfast for the entire stay. We greatly appreciate this gentleman and hope he continues to move forward in life.

A minor issue became a major one when my mother came to the front desk on the 3rd or 4th day requesting service from Housekeeping. She found a card (likely left by said housekeeping) in the room that states a guest can request a 'room refresh'. She makes this request at the front desk on the way out an Ron rudely interjects himself into the conversations pointing out because of COVID, "we don't do that". My mom mentions that there is a card in the room that says that the guest can make the request and Ron continues with "I don't know what card you're talking". So my mom goes back to her room and takes a picture of the card and then brings the card to the front desk, hands it to Ron, and says "I'm going to send this Corporate." Ron's response was something along the lines of "What's good is that going to do?". My mom responded with "They need to know these cards are still being placed in guest rooms." Ron's response was something like "go ahead" or something as if he was giving my mom permission. The interesting thing about this interaction, my mom was so upset because she thought Ron was a manager and was treating her this badly.

We understand COVID restrictions are in place and I was even told there wasn't going to be any housekeeping service during the stay but because of the card, my mom made the request. She would have been find if she was told, upon requesting service, that there was an error and thanked her for bringing it to the attention of the Front Desk.

I was a Night Auditor and Front Office Manager in hospitality for about 10-15 years with different brands including Marriott. I understand mistakes happen but how Ron handled the situation is totally opposite from how I remember Marriott training employees. If...

I booked a reservation for one night at this hotel. Upon check-in, I notified the attendant that we had a service animal. The attendant asked us what tasks the animal performs and I answered. I also provided an informational card with the animal's details and a brief description of the ADA rules regarding service animals and their status under federal law, which he photocopied.

Next, the attendant said he would need to move us from our reserved King room to a "pet-friendly" Double room. When I notified him that service animals are not defined as pets under ADA, he said that the dog was still an animal and could only be accommodated in a room suitable for animals. He then forced us to sign a pet policy agreement as a condition of check-in. As we had just driven four hours (it was now 00:30 a.m.) and my wife had her U.S. Naturalization Interview at 8:15 the next morning, we were forced to accept the altered reservation, which put us in what he called the "pet-friendly end of the hotel."

After checking into the room, a dog next door began barking incessantly. Since we were in an adjoining room, we could also hear every word being spoken by the dog's owner to the dog. As we needed to wake in five hours, I went back down to the Front Desk to insist that the hotel honor our original reservation and room assignment. The attendant was adamant that the hotel did not have to abide by the ADA rules (at one point saying that the hotel has its own policies, regardless of ADA) and that he himself had received training on service animals. It was only after I read aloud to the attendant the verbatim prohibitions listed on the ADA website and noted that we would be filing a formal complaint with the Justice Department that the attendant moved us into a King room just down the hall.

While filing a complaint with the online booking company, Priceline, the attendant told the Priceline customer service rep that all of their hotel rooms are deemed pet friendly and that he gave us a King room at check-in, which is patently and demonstrably false.

For every person with a service animal who reads this, you need to know that this hotel openly violates federal discrimination laws by knowingly and willfully altering reservations after learning its guests have a service animal, which is expressly prohibited under state and federal statute. We have filed complaints with the DOJ's OCR, Virginia's Office of the Attorney General, Marriott...

The Marriott Hotel chain is my first choice when making travel reservations. However, I was very disappointed with my recent visit at the Fairfax Marriott Hotel at Fair Oaks.

On my arrival, I decided to have dinner at the 703 restaurant at the hotel. The service was extremely slow. When my food arrived is was barely warm. I would have sent it back but I never saw the waiter again after he brought my order. He never stopped by to see if I needed anything. He never came by to pick up the check. I had to go to the bar to pay for my meal. If that was the usual practice, he should have told me.

The next day after returning from my meeting, I found my room partially serviced. I had clean towels but the bed was not made and the garbage was not taken out. I reported it to the front desk and next day the room was cleaned.

I noticed my room did have bottled water. (Some hotels offer complimentary water to guests who participate in their rewards program). When I asked the front desk clerk about a complimentary bottle of water she replied saying that was reserved for people who spent a lot of money at the hotel. Her tone was very condescending and offensive. She has no knowledge about how much money I make or how much I’ve spent on my hotel stays. I guess she based her thought on the color of my skin.

The next day, went I tried to unwind by watching tv, I discovered the remote to the tv was missing. Housekeeping (I assume) had taken the remote. I assume it was housekeeping because no one else should have been in my room.

I called the front desk to ask for another remote. The desk clerk was somewhat lackadaisical in sending up a remote. After waiting about a half hour or more, she called my room to say she would try to find someone before it was too late in the evening. By this time it was already approaching 10 pm.

It was one annoying event after another. The staff had no concern about the experience of my stay. I was very disappointed. The comfort and relaxation I usually experience and came to expect from Marriott was absent...