Fairfield by Marriott Inn & Suites Dallas Lewisville — Hotel in Lewisville

My daughter had a softball tournament in Denton, Tx and being a bonvoy member, we decided to book through Marriott. The closest Marriott stay within our budget was this location that was 30 minutes from the field (which I was definitely ok with that over driving 2.5 hours from home. I picked a Fairfield stay because of price and I have always had a decent experience the them in the past…||I checked in for my 2 night stay at 5:15 on Friday. It prompted me to enter the card into the machine to prepay with the refundable incidentals fee. The total prepayment was $290. It instantly started the pending charge but the girl behind the desk said that her computer was saying I didn’t pay yet. I showed her my phone where it shows the funds removed from my card and that it was pending, and I couldn’t redo it unless the funds went back to my card. I told her if they did, I would come back to the desk and make the payment. She bypassed the screen and gave me my room key.||Upon going to my room, I put the key card against the lock and it turned green and let me turn the handle, but the door wouldn’t open. I tried again and it opened that time, but the deadbolt would automatically engage and not allow the door to shut. I called the front desk and politely explained what was going on and said “I don’t want to come back tonight and assume the door is closing behind me and it not, is there any way I can get a different room?” She said she could do that and would try to get me a room close to the original, so I wouldn’t have to tote my luggage too far, and noting that we were Bonvoy members, she said she would talk to the manager about adding extra points for the inconvenience. I ended up with the room next door, which was fine. ||||We left to go to day 1 of her tournament/training camp and came back that evening and showered. That night at midnight and 3 am, Fairfield attempted 2 ADDITIONAL charges for my stay, on top of the pending amount. So that morning, we went to her tournament and I called cashapp and explained how the girl never saw my payment on her end, but it was showing on mine. I asked if they could cancel the pending charge, so I could pay. They said it wasn’t an issue on their end, but the hotels. After hanging up with them, it was 8:30am, and I called the hotel and explained how they attempted 2 other charges on top of my original payment at check in. She said “well if you got a key card, it’s probably fine” I told her it was NOT fine, if you are still attempting charging my account multiple times and I needed to speak to her manager. She said the manager doesn’t get there until 9:30, she got my name and number and said she would have her call me….I have been a property manager before and know that they have responsibilities as soon as they get in, so I didn’t expect a call back “right away”…so I waited until almost 11am to call back. They must have called ID because as soon as she answered she put me on hold for about 10 minutes, and when she got back, she said that she “just now” spoke to her manager (so she waited an hour and a half and me calling to even talk to her). The manager said she saw the pending amount and it shouldn’t happen again. ||||That day around lunchtime, I had gone back to the hotel to get my daughters things, so she could stay with a teammate, and noticed that housekeeping was 2 doors down from my room. So after getting her things, I didn’t want to go back in there, if she was about to be in my room. So I went to lunch and headed back to the fields. When I got back that night at around 9:15, I noticed all my trash was full, beds were still messed up, and all of the towels were still in the floor and not restocked, clearly, she never even went in our room. I called the front desk and told the gentleman that for some reason, housekeeping never serviced my room and I need towels and rags because all of mine are dirty. He verified my room, and said he would be right up. I waited 30 minutes and called back. He tried to put me on hold and I said “can you please just tell me how long I’m going to have to wait for the rags/towels I requested?” He said he would be right there, he had to deal with other guests. I waited an ADDITIONAL 20 minutes before going downstairs and requesting them in person. That night, at midnight and 3 am AGAIN, they attempted 2 more charges on my card, we are now at 4 additional attempts, on top of the initial pending charge.||||It is the last day of the tournament and my daughter had to be there at 7. Although she stayed with a teammate, I still wanted to get there at least a little early before her game started at 8. So I go downstairs right before 7, to check out. Normally I would just drop my key off and be done with it, but with them continuously attempting charges, I felt it needed to be resolved in person. I get to the front desk and the girl prints my receipt and it is for $329. I tell her that it was incorrect and she asked what was “incorrect about it” I said, I booked 2 nights and you are trying to charge me for tonight as well, when I am checking out at 7 in the morning. She took the 3rd night off and tried to process 2 ADDITIONAL CHARGES, then told me to put my card in the system. I told her “I’m not putting my card in that machine. You have $290 pending right now, you need to finalize that charge, or release the funds and I will pay. She called her manager who said that the initial charge is with incidentals and you have to pay again for those to be released. I said “absolutely not! I have never had to make 2 payments for a hotel, you adjust the prepayment and the balance gets released in 3-5 business days. She told the girl she was on her way (which was a lie, she had no intention on showing up) she called the cops on me and accused me of “theft of services” for not paying for a room that I paid upon check in. I told her “even if I wanted to, I can’t come up with $500 for a $250 stay. And basically you have 3 options: 1. Process the pending charge and refund my incidentals, 2. Release the funds and I can pay the total, or 3. Comp the room…..I now have a case # with the police station, a case # with Marriott because almost the entire staff are incompetent and don’t know how to process...

I decided to get a hotel for my mother and I for her birthday visit. I was selecting a hotel and picked this one as my mother and I normally enjoy the comforts and services that Fairfield Inn and suites normally offer. I selected the one located in lewisville, TX instead of the Colony, TX without double checking address. When I noticed this the day before checking in, I figured why modify it as it's still a Fairfield Suites, what could go wrong? BOY WAS I WRONG!

Upon checking in the front desk didn't thank me for my loyalty of being a Platinum Elite member. They didn't ask my choice of receiving miles or a food item from the cooler. They didn't try to offer me an upgraded room or tell me if obe was available.While there housekeeping came into the room, but didn't make the beds or resupply us with coffee cups to use daily. They didn't supply us with coffee and tea pods daily. We requested towels to use and it took 32 hours. I finally called politely requesting them again and we finally got them 5 hours later.

The elevator floor was dirty and the elevator was VERY SLOW also, which made me wonder the last time it had an upgrade or proper maintenance. They only had a small outside area to sit at instead of the normal Fairfield Inn and Suites outside seating area. They didn't even have a outside fire pit like most Fairfield Inn and Suites. I truly believe this specific Fairfield Inn and Suites is not usually occupied by Marriott Elite members and it definitely showed in their actions and service. No smile or positive engagement from the front desk whenever you passed them leaving or coming into the hotel. Housekeeping is definitely short staffed to wait 37 hours just for towels to take a shower the next morning. Not asking for extra towels...NO...just normal towels to use daily. Since this was a situation where I booked a hotel for me and my mother due to her fear of my pets at home, I just took her to my home so we could take a shower there as we had no towels to use to take shower next day.

The free breakfast had no bagels, waffle maker, or variety of coffee and creams like normal Fairfield Inn and Suites. I HIGHLY SUGGEST THAT NO ELITE MEMBER EVER COME TO THIS SPECIFIC FAIRFIELD INN AND SUITES OR YOU WILL BE VERY UPSET WITH MARRIOTT AS A WHOLE! I am very happy I am loyal to Marriott and know their other hotels are great to visit as this particular stay almost made me consider leaving Marriott fully and bring my money to Hilton to become a Elite Member there. As a Elite Platinum Medallion who stays an average of 60 to 65 days a year at a Marriott hotel, I truly expected better than what I received this stay. I mentioned the front desk that this stay was important due it being my mother's birthday this week. Did she receive any kind of surprise message or chocolates or a exciting surprise for her stay like Marriott is known for? Sadly no she didn't. Such a shame indeed. I was checked into room 202 for 4 days from October 8 until October 12 if Marriott Upper Management wishes to contact me or pull up my Marriott profile.

I could go on but you clearly get the idea of staying here. Unless you are just a tourist or family looking for a quick place to stay similar to the average Motel 6 or Howard Johnson, I HIGHLY SUGGEST that you select another hotel for your stay. I will DEFINITELY never book this hotel for myself,my family, friends or clients every again in the future. :( 😞

Alan Cousin Founder of Get Up Radio Media Broadcasting Member of The National Press Club of...

We booked 2 rooms, 1 of which was not ready by the guaranteed check in time of 3pm. In fact, we had to wait with my wife's elderly parents in the lobby for around 1 hour while housekeeping was trying to locate what turned out to be 1 missing pillow, which is why they wouldn't let us into the room simply to drop of luggage and go eat after a long drive there.

After providing the hotel with a valid credit card, the evening shift front desk clerk still would not accept an upfront payment of cash for most of our room expenses. She was a nice girl, but obviously had been told either to not accept any cash payment, not trained on how to input an upfront cash payment into the system correctly or simply didn't want to prepare a cash drop at the end of her shift.

The pool was not open, again. So, it turns out this wasn't just a one time occurrence as has happened in the past, but it's apparently a fairly regular pattern or practice at this particular hotel just to shut the pool down or leave it offline. And, this was a weekend where the entire hotel was booked. What makes this even more surprising is that I called ahead for the sole purpose of making sure that the pool would be open for my kids. And, given the age of this particular property relative to the new hotels around it, an indoor heated pool is one of the few things this property has left going for it. Can't tell me there wasn't a pool maintenance & repair guy around in the entire Dallas metroplex to fix things, if that was even necessary which I strongly suspect that it was not, before I first discovered the pool was closed at 3pm on Friday. The truth probably is that with all the college kids staying at the hotel someone just made a decision to shut it down.

Not sure why on a 2 night stay my room keys would only be valid for 1 night. Really not that big of a deal other than it left us stuck outside the south door with handfuls of stuff without a way to get in on Saturday night. So, we had to walk all the way around to the front entrance just to get the room cards re-keyed for that 1 additional night. Like I said, not that big of a deal, but on top of everything else it just added insult to injury.

Trying to figure out the channels on the TV in our room and use the remote to navigate there (I was just looking for Fox News) was like trying to read Egyptian hieroglyphics, almost impossible. I'm not even sure the guide in our room matched the channels that were...