Fairfield by Marriott Inn & Suites Key West at The Keys Collection — Hotel in Key West

I am writing to support the google review by Vivian Lin and add more information. This review depicts what happened at approximately 8:30PM in the hotel lobby of the Fairfield Inn and Suites by Marriott, Key West, FL., located at 3852 N Roosevelt, Blvd. on 2.16.25. The Key West police report (CAD 250470156 which may be viewed publicly by calling them) verifies that multiple parties were complaining about irregular behavior by the hotel administration.

My side of the incident: The conflict was between the hotel front desk representative (Alexander) who notified my husband and me at 8:30PM (EST) that there were no rooms available in their hotel. This occurred after this hotel charged our credit card at 2:30AM on 2.16.25 (in case we cancelled as told to us at 11:30 am when we arrived at the hotel). Furthermore, upon our arrival at 11:30AM 2.16.25), 2 front desk attendants confirmed our reservation, told us the room wasn’t yet available for occupancy, and provided us with a parking permit. They also told us that they would text us when the room would be available (3-4pm); I provided my mobile number on a handwritten note directly to them. They never texted us. We thought perhaps they were just busy and forgot to do so. When we returned at 8:30PM, a different front desk attendant on evening duty surprised us and at least 3 additional assembled families that no rooms were available in the hotel. All families assembled were in the same predicament, (paid reservation, confirmed reservation, no rooms available).

Despite robust argument at the front desk by ourselves and assembled families, the Hotel Manager’s only offering was to refund paid reservations. Additional help was not volunteered. At this point we (and others separately) telephoned the Key West Police. Only after all families pressed the night manager and the police arrived on site, did a telephone search begin for available rooms at other hotels. Surprisingly, the night manager offered an explanation that: “there was a computer glitch”. A second unproven conjecture, is that this offensive conduct represents standard operating procedure for this particular hotel? Especially if blocking an established reservation, in favor of another, could advantage the hotel’s bottom line?

We separately had to find our own different accommodation for the night of February 16, 2025 and pay for it out of our pocket; we did so at La Concha Hotel in Key West. The reservationist on the phone and the front desk attendant upon our arrival at La Concha both indicated that our treatment by Fairfield Inn and Suites as described above was highly irregular, should have been a "walk-over", and they were obviously lying about any "computer glitch".

We have filed a complaint with Marriott Corporate Office, Customer Service 800.228.2100. Our initial conversations with Marriott Corporation indicated that the Fairfield Hotel in Key West did not follow the appropriate “Walk-Over” Policy as they should have done. The General manager at the Fairfield Inn and Suites as described above has replied to Marriot Corporate that they are only giving a refund for the night that they cancelled on us. This is fraud and a scam. We have requested reimbursement for our night at La Concha (and NOT in points), since it was not our fault that we had to make this additional reservation without any help from the Fairfield Inn who did not appropriately handle the "walk over" policy, we were up until midnight, and incurred more expenses with no breakfast. At this time, we are awaiting the final decision from Marriott Corporate.

Marriott “Walk Policy” posted on the internet at: uponarriving.com/hotel-walk-policies/ “If for some reason we’re unable to honor your reservation, we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience.”

The night manager on duty February 16, 2025 intentionally dishonored the “Walk Policy”, since it turns that upon review of other google reviews, this same type of incident has occurred at least 4 times over the...

I booked this place because it didn’t look horrible on the internet and it’s location seemed close enough to the tourists area but far enough that you were less likely to be in the hustle and bustle of the Crowds.

The hotel itself is what it is. It’s old, and very outdated (of course we expected that from the pictures online, but the price was “reasonable” for the area.) However, there is a bit of false advertising. We read on your paperwork that we would receive 2 frozen drinks per day, daily. The only “frozen drinks” offered were in a refrigerated area, and the choices were soda, gatorade and water… if I’m being honest, this is really what sold me on choosing this hotel vs the other brand (which I completely regret now.) I like to receive value for my money.

The rooms are so old, outdated and smelly. They stink horribly, and they use spray to cover up the stinky smell. I asked to be moved but was informed that the hotel was sold out and was also informed that it was coming from the carpet, and they are in the process of renovating this hotel and removing the carpets. To top it off, I noticed that there are ants in the room as well as the bathroom…we cannot leave our snacks out for fear of them being affected.

However, I did not notify the front desk of the ant problem because I’d already been told they could not move me.)

The front desk personnel did have housekeeping come back up and spray more of the cover up spray, and said he’d remove the amenity fee from my room. I appreciated his concern, and of course accepted his offer. However, I’d much rather leave and go to another hotel if I knew I wasn’t going to lose any money, because the smell is back and my head is killing me…I will have to deal with this horrible smell until Tuesday (and today is Saturday)— I asked the housekeeping person if I could keep the spray but he left with it…I suppose he needed it to pull the wool over tomorrows guests eyes, so I understood.

I made a trip to Walgreen’s to purchase room spray, but did not purchase bug spray because I hadn’t noticed them before hand.

I am wondering what happened to “ask us about the Fairfield 100% guarantee. We promise you’ll be satisfied or we’ll make it right”? From what I can tell, this completely untrue.

Stay away from this hotel at all costs!! You will be disgusted and highly disappointed.

UPDATE The manager, Travis Jones, and the front desk supervisor, Theresa, did try to make my stay comfortable, and did what they could to accommodate my family. In the end, they offered to charge me 1/2 price for my stay for the night, remove the accommodation fee and allow me to find something more suitable in the area and check out without penalty.

We ended up staying, and Theresa changed our room (which still had an odor, but much less pungent). The management honored the 1/2 price for our ENTIRE stay and removed the accommodation fee for the stay.

I really appreciate how hard they worked to make me, a paying customer happy.

I can’t say I will be back because it’s just not up to my level of comfort, but I will say that they do care about making their clientele satisfied, and that does say something about the company.

Because if this, I’ve changed my rating to 3 stars, instead of one.

Thank you Travis and Theresa. Your efforts did not...

Booked a room here to take my family on their first big vacation 8/4/2024. We flew out to dallas/ Fort Worth for the first layover and found that our next flight to Key West was canceled due to a hurricane. I immediately contacted the hotel and the travel agency to cancel my room since there was no availability as of yet for flights as the storm was passing through. Spoke to someone at priceline who spoke to the hotel, and they said if I sent proof of the airline cancelation, they would get me the refund. I complied, and they said it could take 7 to 10 days. The next week rolls around, and after several calls to check on the status, they said the manager denied my claim after alreadystatingi would get refunded!? So I told them that someone had already said I would get a refund and to check again. Another week or so passed, and they told me again that one of the managers denies the claim. Next I take it into my own hands and contact a manager at the hotel and he says that he can process me the refund if I send proof of the cancelation and he hasn't gotten back to me. I don't understand why I have to eat the entire $1400 when there was a natural disaster. I immediately let them know so they could re-book the room. The marriott bonvoy website literally says that they will generally keep the first night and refund the rest. But not this hotel. They just robbed me of my money for a cancelation that was totally out of my hands. I also purchased travel insurance for $300 that covers absolutely nothing. I don't see how I can't at least get a partial refund. I work in customer service, and this is absolutely not how you treat people. If you're searching for a place to stay in the keys, I would strongly recommend that you skip this place because they are absolutely not willing to work with you if a natural disaster occurs! I was just going to re-book my vacation with them, but I'm out almost $2000 in total due to this ordeal. Edit: I found out that priceline tried to contact them, but they never answered their phones that day and didn't open their email for 3 days, so their putting it on me for canceling so late. I literally called 7 times the first day to inform them that I had to cancel. I'm sorry you guys did not get the memo, but I did everything in my power to inform you of the cancelation.

Edit in response to owner: I spoke to priceline, and their records indicated that they called the hotel several times that day, and no one answered. They said they also sent you the proof of cancelation by the airline, but it took hotel staff 3 days to open the email. So why do I still have to eat it due to management not checking the email? Maybe you guys could contact priceline and help come up with a resolution since I did my part. My family and I still want our vacation, so I would accept hotel credit or even a partial refund. Please l, sir, I did everything in my power, and priceline states they did as well, but the hotel did not respond to the...