Fairfield by Marriott Inn & Suites Charleston North/Ashley Phosphate — Hotel in North Charleston

Family Reunion for the weekend of 07/19 to 07/21. I experienced issues with cleanliness of the rooms and the lack of service provided on Saturday, 07/20/19. I expressed my concerns appropriately to the Executive Housekeeper who came to my room to discuss on 07/21/19. I would like to say that the Executive Housekeeper and her Supervisor minimized my concerns with the cleanliness of the rooms and then held a conversation with me in the parking lot of the hotel instead of asking me to step inside out of the heat. As a customer, I was made to feel that I was not telling the truth about the cleanliness. I would not go out of my way to complain to the night clerk on 07/20/19 and then speak to Management. This discussion in the parking lot occurred on Sunday, 07/21/19 approximately 9 a.m. in the morning.

Issues:
Bathroom was not cleaned (tub, sink, toilet nor the floor) Bed was made but sheets were not shaken and bedspread was not smoothed out. Trash was not taken out of the bathroom nor the sleeping area.

I also expressed concerns about 2 other rooms and I was made to feel that I was not telling truth when in fact the Executive Housekeeper had come to my room earlier that morning to discuss my concerns and said that she believed what I was telling her and their was a new Housekeeper. At the end of the day, it is my opinion that if a customer has expressed concerns, they should be taken seriously. It is the role of the Housekeeper to clean (period) and not make excuses as to why it wasn't completed.

The Executive Housekeeper communicated to me that they were distracted with a surprise baby shower for one of the employees. My private thoughts are that you should have had that baby shower on another day when the hotel is not full to capacity. The baby shower was more important than paying customers - SMH.

As a customer , I can see area of training opportunities for that Staff. I am not asking for anyone to lose their job by any means. My family booked a lot of rooms for this weekend and I don't feel that the Staff (your organization) appreciated our business and that is why I am speaking up. If customers don't book rooms, you wouldn't be in the position to minimize their concerns because you won't have a job.

I am big on bathroom cleanliness (in my home & outside of it) & I paid for a service and my expectations are simple that you do your job and not make excuses.

My family booked and paid for at least 30 or more rooms -...

Fairfield exit 209

Bathroom door would not lock, but would lock when door was open. Locked means the small center button on the inside door knob stays depresses while you are in the bathroom.

Concerning your small guest book: A. It has always been my direct experiences over the years if you want someone to read something you MUST make it easy. B. The fonts are really too small for many people to engage. A few may drag themselves thru your book but it will be seldom read otherwise. C. Fonts being in bold always helps too. D. In that book you state to call in an emergency dial 911. Is that correct? I did not try it but I strongly suspect you must actually dial 7+ 911 or 8 +911. Someone calling only 911 using your directions and not able to get thru may be a real big negative point during their moment of real need. 911 is always considered dialing a local number no matter your location in the USA. The internet data speed was mediocre at 5MB/1MB. Was able to watch Netflix without any buffer under-run interrupts, performed an on-line back-up session and gathered email etc. Especially for the business traveler, the hotel that has the highest data speed will get chosen by potential guests every time. In many instances the data speed of the internet connection is THE deciding factor. Excellent Rubik’s cube in trying to turn the hair dryer on. Between the GFI on the wall on/off, the GFI in the power cord on/off and the on/off switch of the dryer itself, well I finally got it to run. One small but glaring maintenance issue. To the upper right of the shower head in the corner there is about a one foot section of wall paper that has come loose and is bulging. In my many travels around the world, I highly suspect and have circumstantial proof that if you compliment a hotel on its positive points that eventually they will remove/dilute those positive points hence there are none stated here. Breakfast is limited A. Odd pastry squares by FFI are just awful I saw no one eating them. I urge you to complain to FFI about their poor product. B. I urge you to obtain croissants, pastries, donuts, apple fritters, Danishes, various muffins and English muffins etc. C. Salt shakers are really dangerous. Salt just pours out, it is not visible and you get way too much every time. D. No grits/oatmeal. E. Prefer sausage browned and not greasy. F. Biscuits were barely OK. Always have the best and biggest biscuits at Sam’s...

Your staff are wonderful. Everyone was warm and smiling even your exhausted housekeeping staff as it was a fully booked weekend. The front desk staff were sweet and helpful when asked questions about the area as well as going above and beyond expected. For example: staff called around other hotels to see if they had a loud box fan we could use to drown out the constant noise. We went to bed at 730 seeing as we were exhausted and needed to get up early both days we stayed. People in the halls were constantly allowing their doors to slam shut. Even when using the top latch to stop the door from closing other customers would slam the doors. They were also extremely loud speaking and yelling, laughing in the halls at all hours. There was also constant car doors slamming and horns beeping from the automatic keyless locking most cars use today. NONE of these problems were the staff's fault but rather other guests who weren't thinking of other guests. Growing up, my family treated hotels as a library seeing as other guests came to relax and sleep. You never know when someone is trying to sleep early or not so you walk quietly, whispering in the halls and not slam your doors. Being only 31 years old, I felt like a crotchety old woman over all the noise. We will never stay in a room facing the parking lot again unless we bring a box fan or have the laptop to use white noise videos on youtube- which totally worked. Betty, the breakfast cook, is hilarious and is is clear that she loves her customers and takes pride in her work. Thank you for making our stay so warm by your staff being so kind.The gal who checked us in was excellent. As well as the night front desk gal who was their both evening we stayed. Ms. Betty and the other gal who helped with breakfast were so sweet and ready to aid us in any way. Your house-keeping staff were wonderful and one immediately asked me if I needed assistance as I got onto our floor- I looked clueless trying to find my room (I was so tired). We chatted with one staff who was pushing a massive clean towel cart in the elevator. I asked her if she was exhausted after folding all those towels for a fully booked weekend. She smiled and laughed and we joked about it. I was encouraged by her hard work but cheerful spirit. I thought of her and all your housekeeping staff as I faced my own household chore when coming home and they inspired me to have a...