Fairfield by Marriott Inn & Suites Fort Lauderdale Downtown/Las Olas — Hotel in Fort Lauderdale

I have been a Marriott member for almost 20 years. I have been lifetime Platinum for the last 5+ years. Only 1 time in those 20 years have I felt the need to communicate my disdain for a Marriott property. Unfortunately, this is the 2nd time I must communicate my complete and utter dissatisfaction with a Marriott property.

Let me start by saying I understand that COVID has severely hurt the hospitality business. I understand that properties are short staffed. I also run a business and if a business cannot deliver on meeting their guest’s satisfaction, the property needs to make some serious choices. They need to either limit the number of guests staying in the hotel or close the hotel until they can meet their guests needs.

The following are the issues me and my associates recently experienced in regard to this property: • We were there for 5 nights and our hotel rooms were never serviced once by housekeeping. Yes, I am correct in saying that. Never had our beds made, never received clean towels, etc.. • The hotel room was missing shampoo and skin moisturizer

• One of my associates was staying in Rm 309. For 3 nights in a row there was an issue with her accessing her room due to the door lock malfunctioning. It wasn’t repaired the first night, wasn’t repaired the 2nd night and the 3rd night the front desk said “Sorry we can’t get you into your room.” REALLY???? Was she to sleep on a couch in the lobby? Finally someone got her into her into her room and the lock was finally fixed.

• The same associate lost her cell phone on October 29th. She went down to front desk to have them call my room (Rm 809) so that she could let me know she lost her phone and help her find it? The answer from the lady at the front desk was “I don’t know how to call his room?” Really? All 3 rooms were in my name and she didn’t know how to call my room? My associate had to spend $80 on an Uber to visit the restaurants we visited earlier to finally find her phone.

• I went downstairs for breakfast the 1st morning and there was a pepper grinder at the buffet but no salt grinder. I went and asked for a salt grinder and was given one. They next morning the pepper grinder went missing and was MIA for the remainder of our stay.

• I went to use the juice machine the first morning and I was told it was out of order.

• The next morning the juice machine was working (taped up with 10 pieces of scotch tape) and there were no cups. Finally they found the cups!

• I went to use the laundry machines on the 6th floor and there was a sign on the door “out of order.”

On a positive note, with the exception of the clueless lady at the front desk several nights, the staff was overly polite and friendly!

Again, I have only written a complaint letter like this once in 20 years staying at Marriott properties. If they are short staffed, the management should roll their sleeves up and dive in to help complete the above tasks. If they do not, close the property or limit the capacity so lifetime Marriott customers like me or someone staying for the very first time don’t experience such a...

FIRST- I want to say our 1 night pre cruise stay, was comfortable for what it was. They provide a complimentary shuttle from the airport which was smooth ONCE WE FOUND THE MEET UP SPOT. Check in was seamless with little wait time & the room was clean & updated with enough outlets to keep your electronics charged. Breakfast was filling with the basic hot & cold hotel breakfast choices, but seating was limited.

SECOND-The staff seemed unaware that they're in a service driven industry & they represent the Marriot brand. If no one takes the initiative to resolve an issue, that issue usually compounds & causes unnecessary stress. We reserved this property because of its proximity to Port Everglades and because of the $10pp shuttle service to the port. When we arrived we were told there were 3 pick ups. We chose the 1145 & were told to be in the lobby at 1130. After waiting in the lobby for 45 min, I HAD TO ASK if there was a problem with the shuttle. After making a call, his response was, "its running a little late but it should be here in a few minutes". Since when is 30 min a little late? There were suitcases & people everywhere with little to no seating and it seemed like the earlier shuttle was also running late. At 1230 with the next wave of guests crowding the lobby for the 1245 shuttle and with still NOT ONE STAFF MEMBER taking the initiative to address the issue, I asked a different staff member about the shuttle only to be blown off with, it's coming, it'll be here in a few minutes. At 1245 with no further information from the staff, 3 things became clear, staff actions & attitudes reflects leadership, this was not an unusual occurrence & we needed to find an alternate method of transportation. I found & used a Ride Yellow app for the area cab company and had a car in 10 min for a flat rate of $17.50 for 2 adults & a child with 4 bags. Would have been cheaper if I had installed a credit card. As of 1pm, when my cab pulled off, no shuttle had arrived.

FINALLY- While I realize this is an outside company providing a service, if you advertise that service whether complimentary or fee based as a service you have available for your guests, you then co-sign for the company & the service the company provides. Fairfield Downtown/ Las Olas should find a different company to transport cruise guests or just not...

My wife and I came into town for the Miami marathon. She called it an early evening and I went to dinner with my best friend who lives close by. Upon coming back to the room, I discovered the keys didn’t work. The front desk person tried many times to make new keys that for whatever reason did not work. After coming back down after 3rd or 4th try, one of the staff laughed (it was a sad situation but not humerous). I also tried calling the Marriott rewards customer number from the app but no one answered after 30 min on hold. Invariably I had to wake my wife who I I was avoiding at all cost as she has troubles getting back to sleep after waking. The next morning we tried again and got one of two keys working finally. I asked to speak to the manager on duty who happened to be the GM. He relayed to the front desk person that he was unavailable and busy doing paperwork. Of course this just intensified an already bad experience. I asked the front desk to provide the area GM’s number since the hotel GM was not going to address the issue and she relayed that the GM did not know this info. I called the “customer service” number again and again. I one answered this time after 15 min hold. Submitted an online issue along with a request for call back ASAP and got a case number back immediately but 3 days later and still no call back. Tried calling this am and was transferred 4 times, twice during conversation and to general auto attendants. Not an escalated customer service dept. breakdowns in customer service on many levels - operational, management, access to customer service, responsiveness, inability for a rewards member to even locate or submit an issue via the app, and more. Surprised in today’s age of everyone supposedly focused on improvising the customer experience through technology that it would be so hard to connect with a human being that cares, and can solve a...