Fairfield by Marriott Inn & Suites St. Louis Westport — Hotel in Maryland Heights

The start of our stay went well. Jerry was very nice at the front desk. The next morning we were going to go to the zoo and a couple of other things in the STL area. WE almost forgot our phones and went back upstairs to retrieve them. When then found that our room keys were no longer working. We went to the front desk and they gave us new keys. Those also did not work. The hotel staff then tried a master key. This also did not work. They said that they would need to call maintenance in as they had no other way to get inside the room. We had to leave as we had to be at the zoo no later than 7 a.m. for a 5k race. We were assured that the maintenance team would work on our room and it would be ready for us when we can back that evening. We spent the day without our phones which proved to be an issue when we got separated at one point and no way to capture photos throughout our time on vacation this day. We come back to the hotel that evening to find that our keys still did not work. We went downstairs to find a maintenance staff member in the lobby. We explained the situation and he instantly said that it is a deadbolt issue and came upstairs and let us in. I asked how he did this and he said that he used an emergency key to get in. He said that the front desk has one and they could have used it prior to us having to leave for our race, but they don’t like to because they have to complete various paperwork to use it. He then showed us the deadbolt and how it was not working properly, he continued to say that this is a known issue with many of the rooms in the hotel. I asked why there was not any signage on the door or warning labels near the deadbolt explaining this as I am sure this happens often. He shrugged off the question saying he did not have an answer for us. I went downstairs and asked the front desk about a comp for one night based on everything that happened. They instructed me to speak with management in the morning. In the morning I spoke with a manager named Josh. I explained the situation and said that I am requesting a comp of one night since I had an inability to access my room for a full day. He firmly said no and that the best he can do was knock $30 off our bill. That is not even half of what we were paying. I said that is not acceptable as we are paying to be able to enter and exit the room of which we were denied based on known faulty equipment. He said that was not his problem and has offered a solution; of the $30. I then asked for a business card with his name and the corporate office number to escalate the complaint/request. He said his name was Josh (no last name) and that he doesn’t do business cards. He then wrote the corporate number down and I asked for his last name and position. He said he was a manager and then walked back into his room. Corporate asked for his last name as the GM for the location is not named Josh. That Josh may only be a Front Desk Manager. After being on the phone with their customer service team from the corporate office for over an hour I reached a resolution of being comp’d one night by the GM of the hotel. Which is what I asked for in the beginning of this entire issue. Would not stay here again due to this issue. First issue that I have had with a Marriott...

Donna, the front desk manager, was the rudest. I've never encountered a more hostile individual working in the hospitality industry ever. While I am not a full paying customer, because my husband is an employee of the organization, I am still a paying customer at a discounted rate. When my friend and I arrived, there was an issue with the authorization letter generated by my husband's employee account. After checking into the room, we received a call from the front desk informing me that the letter was invalid. I assured the pleasant lady who called me that it was clearly an error and that I would produce the corrected letter first thing in the morning once I spoke to my husband. He would be back in the office the filtering morning where he could speak with his GM and set things straight. Thos was acceptable to the individual I was speaking with. However, moments later, Donna called and began accusing me that the authorization letter was fraudulent, and that we had 10 minutes to vacate the premises or she would call the police! I was not only shocked but extremely embarrassed since my husband and I had arranged for this stay weeks in advance for my nursing school alum and me. I was told by Donna that I was lying. And she offered nothing in the way of assistance to helping us to get what we needed. We were treated like common criminals, trying to falsify dovuments. I'd like to add that my friend and I are aged 50+ professionals, with no intention but to correct said error. I was given no opportunity to obtain the appropriate authorization letter, was spoken to with hostile and accusatory verbiage. Ultimately, the fact of the matter is that the Friends & Family rates are provided by Marriott as a perk for their employees. It only stands to reason that Donna should have been assisting us in obtaining what was needed to ensure our comfortable stay, instead of being hostile, rude, and accusatory. As the spouse of an employee, I think that this was wildly inappropriate. Needless to say, my friend and I left the establishment and spent 2 hours driving around looking for other arrangements until 2am. This was a most unprofessional experience.4 weeks haven gone by, but the woun̈d is still raw. I'd like to know what the GM of the...

Let me start off by saying it was a fairly nice hotel but service can give a hotel a one star review. I will never be staying here again. First off my room got cleaned once in the first 6 days. I ran out of towels. toilet paper, and tissues. I raised hell at the front desk and nothing got done about it. I was taking out my own trash and everything. The service was horrible. The front desk offered to comp me points for the terrible service which I never saw. Next. I left for work every dat at about 4:30AM. 2 mornings over the course of 12 mornings was there warm coffee in the lobby. Next thing. My room really wasn’t that nice. Had cracks in wall above AC. Little paint splotches on top of wall paper. I had to fiddle with the shower head for 5 minute to get the shower head to work. Common problems in an unkept hotel. Next thing that happened. I brought my own snacks which I bought from Cosco. Apparently the guy that works at the front desk thought I stole a bag of peanuts one morning and charge them towards my room. I asked the front desk about it once again. They said the refunded that charge. It’s been over a week. Still haven’t seen a refund. Next thing that happened. I went downstairs in the breakfast area to eat ice cream with with my 5 year old and my wife. There were aunts all over the back 2 booths and tables. Told the front desk about it so for the next few days the shut those booths down. You get the point. No need to keep typing. Just not a nice place due to lack of employees who care to take care of...