Fairfield by Marriott Inn & Suites Palm Beach — Hotel in Palm Beach

Upon checking in, we were told the government rate had changed since we booked. The man at the front desk practically called me a liar and said there was no such thing as a $100 per night rate and I showed him our confirmation email and he still did not believe me. We went back and forth for about 10 minutes and he was telling the same thing over and over again without listening to my different questions. He went ahead and checked us in but said we would need to talk to the general manager, Tisha, the next day. I called the Marriott Customer service line that night as I was very upset and had never received that kind of treatment. A case was opened and the lady I spoke with said the hotel should not have changed our rate and we should only have to pay the $100 per night. The lady from the Marriott Customer service said to speak with Tisha as directed and she assured me it would all be sorted out. I spoke to Tisha the next day and she was very rude. Tisha had said Marriott had called her and told her to change the rate to $136 a night and said that she would only honor 2 rooms at the federal government rate. Of all the times I have stayed at Marriotts, I have never been told I could reserve only 2 rooms at the government rate. Why would the system let me reserve four (4) rooms at $100 a night if that is not possible? Our phone call was disconnected so I left and came to the hotel to speak with her face to face. I introduced myself and she just stared at me and said, 'ok.' She simply said she did not have to honor more than 2 rooms and that it was up to each individual Marriott. She then said she would honor 2 rooms at the $136 per night (not the $100 we reserved) and the other two rooms would be $304 per night. This was beyond outrageous as we could not afford that much. Luckily, my dad who was with us is 69 and we were able to talk her down to a senior rate which was still exorbitant. She was very rude, spoke to me in a short tone, and could care less if we left or stayed. I called the Marriott Customer service line back after speaking with Tisha and provided my case number. The lady informed me that the majority of Marriott hotels do not enforce the 2 room limit, however the ones who do usually do when they can make more money off certain stays which aligned with a comment Tisha had made. Tisha had said she was not going to give us the $136 (not the $100 rate we reserved) because she had rooms going for $304 a night. So it definitely seemed as if we were being taken advantage of just so she could receive extra money. If it would have been explained to us at the point of reservation that you can only book two (2) rooms and the rate can change which was June 2017 (trip occurred Dec 2017), I would have never booked this hotel and we would have stayed elsewhere. And by explained to us, I mean a pop-up before you confirm the reservation, not clicking on a tiny link to few the small print. My dad is a Vietname veteran and on a very limited income and this is the on trip he gets with his children every year. I always make sure to book a low rate per night hotel. I cannot begin to explain the look on his face when I told him what happened. I will never go back to this hotel, I am extremely disappointed in the customer service experience, I am extremely upset at the amount of money we were charged, and we had problems with a few things which we did not feel comfortable telling the front desk due to the customer service experience we had received. The WiFi did not work for 3 of the 4 rooms, one room's shower rod had red marks on it which looked like blood, one room the light closest to the room door would not turn on most of the time, and one room had a humidifier in it to help dry up the carpet. I was spoken to like a third class individual, the customer service was deplorable, and the hotel stay was not even nice. Our annual vacation with my dad and siblings was practically ruined. The experience hovered over our entire stay and left an unbelievably terrible feeling of being taken advantage of...

RUN! THIS DUMP IS AWFUL! Arrived in the morning at Fairfield Inn & Suites after a long redeye flight. We had specifically arranged for an early check-in directly with the hotel so we could shower and head to the hospital where an elderly family member had just received emergency cardiac surgery. Ami, the woman at the front desk informed us check-in was in the afternoon and could not put us in the room we reserved because it was not vacant. No “Good Morning” or “How was your flight?” or “How can I assist you?” from Ami…she was the opposite of what you usually see in the hospitality business. My wife & I own four companies, employ a lot of people so we looked at each other and silently recognized Ami was a “poor hire” and didn’t care one iota about us, the stress of our unplanned travel or the life & death nature of our visit. We retreated to the nearby breakfast café for coffee and to try to reach the hotel manager Brenda. That effort was in vain but ultimately we were able to get a much smaller room with two beds.||||For a Marriott this room was unexpected. It looked and felt more like a cheap motel with the 6 in the name. Not your typical Marriott! We went about our business and that night the A/C seemed insufficient. We left early the next morning and after a long day we returned to our room exhausted. It had become clear to us our family members were facing serious issues. That night the A/C ceased working completely, making the room oddly quiet. We were awakened a few times by a strange intermittent sound in the room we could not identify. Early that morning my wife spotted the source of the noise…a mouse gnawing on the furniture. I’m unsure which one of them was more disturbed when their eyes met but my wife jumped up on the bed and the rodent fled under the room door which has a gap that would allow you to slide a Sunday newspaper under it (see pics). Even before the sun is up in Jupiter, it is hot and muggy…a room without air conditioning is untenable in the summer in Florida.||||Guess who responded to our complaint about the A/C and presence of rodentia? Yup…honey badger Ami. Now I don’t know if this person suffers from some clinical condition, is on drugs or stopped taking her medication but she has no business interacting with hotel guests. She was completely unapologetic and informed us “…we were welcome to leave the hotel.” Look, my wife & I are senior citizens…we know people are comprised of nearly 70% water and don’t expect much but Ami set a new low in the level of service we experienced in our travels. She sets the customer care bar so low a Bunker Buster missile couldn’t reach it. We waited hours for the maintenance guy to show up and ran out of time. The room was too hot and the combination of mice, heat and dismissive staff pushed us to pack and relocate to a nearby hotel that morning.||||I am rarely surprised by people but how Ami is allowed to treat guests amazes me…she must be related to the manager Brenda (who never did respond to us) and Ami even told us “…she could not be fired.” Sounds like nepotism to me. So if you want to be dominated by a mean mistress of inhospitality…go to Fairfield Inn & Suites, look for the redhead with the heavy accent and callous gaze of distain, she’ll ruin your day and your stay with exceptional apathy and intellectual vacuity. This old rat house is rated F by the Better Business Bureau for similar reviews and complaints they never...

We have been traveling around the states for 6 weeks on a road trip, as you could imagine we have stayed in all manner of hotels, including the Marriott on several occasions.

This Marriott however was a shambles. If you've ever watched Faulty Tower's, an English TV series, you will understand what I mean about this hotel. Worse than faulty towers I think.

Our check in, the credit card wouldn't work as they didn't have a chip and pin. (It's a UK credit card) more about that later.

We arrived late, and just wanted a shower and bed. On checking floor 2, room 217, the towels were dirty. Hairs and suspect stains on them, as well as the bed. There was also a strong smell of smoke in the corridor, as well as a strong whiff of cannabis in room. The room was old and need of gutting. We could if looked over the dated decor if it was clean. As someone who has worked in hospitality industry a long time, cleanliness is a basic requirement. No one should ever have to complain about this. There was also a party going on down the hall. This was after 11.30pm. It was plain to see other guests were complaining about noise as we waited at reception.

Jim on reception did what he could at that time of night and moved us to floor 3 (room 308). He mentioned that the floors have different cleaners.

Room 308 was much cleaner, still though a small mark on the bed sheet. Towels were clean. However toilet had public hairs around it from previous guests. Obviously was overlooked.

We were so tired after an hour of checking different rooms we went to sleep. At approximately 2.30pm reception rang us asking to go down to reception the sort out payment. This was previously booked on Marriott's own site. (We have NEVER had an issue with card on our travels, even with other Marriott's). When Tisha called us, we were aghast nothing was mentioned about the previous nights issues. We assumed Jim would pass on our concerns to a manager.

We got put through to a manager called Tisha who i had to ask, did she hear off cleanliness issues the night before. She gave a limp apology, more interested in wanting to sort card issue out. I will reiterate, this card issue was on their side, not ours. There machine was so antiquated and they admitted it wasn't set up for chip and pin. To cut a stressful long story short I had to drive to a bank to get cash out. The 'blond' receptionist offered $50 off bill. (Tisha had gone home at this stage). We were supposed to stay 3 nights, but decided to leave due to the string of issues. Staff didn't attempt to fix anything. It was 'you can take it or leave it attitude'.

After coming back to pay with cash, Pedro was now on reception and had not been informed of the $50 refund. He put bill through , and only give $42 off. Their $50 off was misery considering price for the terrible rooms but this was just another mess up.

There is no communication between staff. They are obviously used to complaints. They have no pride in their work and guests just seem to be another room number. It was very disheartening, as this was supposed to be our last place, after the long enjoyable road trip in America, to celebrate our and travels.

We will never stay in a Marriott again. We have wrote to the CEO in attempt to get our points across.

This hotel needs to close down and start again, or become under...