Fairfield by Marriott Inn & Suites Panama City Beach — Hotel in Panama City Beach

When I checked in, my status (Titanium Elite) was NEVER acknowledged and NEVER offered a choice of a welcome gift or extra point. Marriott standards are going to crap at the expense of poor customer service from the staff at their franchise locations. ||||My family and I checked in on a Friday night for a 3-night weekend Labor Day Weekend checking out on Monday (Labor Day). The hotel was mice and clean. The pool was great, and the kids enjoyed it. Breakfast was ok (scrambled eggs, waffles, sausage patties, bacon, toast. Cereal and milk, juice).||||On the first night my family and I could not take a shower due to no hot water and the bathtub not draining. I went down to the front desk and requested another room, but I was given the option to move rooms. The night desk attendant told me “I cannot switch your room with the managers approval”. She claimed she texted the manager and told me that she would call me as soon as she heard something. Of course, I NEVER received a call. The next morning around 7:00 AM I went down to the front desk and ask the associate why I never received a call back or why she didn’t give me a different room. She showed me the text message that she had sent to the management, but she stated that no one responded. POOR MANAGEMENT at best. ||||I have NEVER heard of a hotel of any chain refusing to move a guest to another room if the room assigned to has problems. I also have NEVER heard of a front desk overnight associate without empowerment powers to take of the guest. ||||Around 8:30 AM the next day a gentleman who claimed to be housekeeping arrived with a plunger. I explained the problem with the tub and the night associate. He stated that “I am the person who makes the decision on whether or not to move a guest to another room”. He then asked me “are you a member”? My response was yes, I am a member, but what does membership have to do with a guest dissatisfaction with room with a tub not draining. He asked me if I wanted to move to another room or did, I want him to try and fix the drainage problem. I told him whatever works for and that I would be noting the issues on my Marriott review of the hotel. I guess that statement made him upset because his response was “I guess it doesn’t matter what I do, you’re going to give me bad review anyway”. We let for the day and returned about 6 hours later. The tub drainage problem had been fixed. Housekeeping had come in and half cleaned the room, emptied the waste basket and left the bag of trash in the middle of the floor. ||||Each and every time we returned to hotel, the front desk associates NEVER spoke or acknowledge us. They are just not sociable or customer and NOT customer friendly. One night my granddaughter wanted to purchase some chips from the shop. She stood at the counter for more than a minute without anyone coming out to assist her. I could see a guy sitting at a desk in the back looking at us, but NEVER came to the counter. I finally called out to him, and he came up to the front. Maybe they are prejudice towards African American guests. That’s my opinion. We felt very UNWELCOME during our entire stay. I will NEVER stay at this location again.||||Location = 6||Hotel cleanliness = 9||Breakfast + 9||Customer Service = 0||Management = 0||Breakfast...

I would first like to say that upon entering the Fairfield Inn I was truly impressed by the friendliness and cleanliness of the hotel and staff. The front desk ladies were very kind and professional. When my daughter and I entered our room, 309, I was impressed of how wonderful the room smelled. As we began to settle our things in I noticed a few concerning things, such as, the dirtiness around the window and a dirt smudge on the bottom of the bed, I also noticed that the carpet was slippery. The carpet had just been shampooed, which I’m very thankful for, but it was still very wet. When I entered the bathroom I noted that there was a Skoal can and a few other items in the trash can. So I then looked at the shower where I found a men’s razor and smudged hand prints on the shower door. I told the front desk ladies about the situation and they had the housekeeping manager come talk to me. He was very polite and said he would talk to the manger tomorrow, meaning today, and I could ask to speak with him when I got back to the hotel. When I got here today, I spoke with Mark, the house keeping manager, I asked him if he was able to talk with the manager yet and he said no. He got very defensive and kept informing me that he doesn’t know how this happened because he inspected the room himself and he wouldn’t left those things. And the he couldn’t tell me how this would have happened from the time he left the room to the time I checked in. I felt as though he was insinuating that I was the one that put that stuff there. I’m not one to complain much but I don’t like for someone to accuse me of something I had no control over. I know mistakes are made but the lack of trying to give the best customer service is very disappointing. I was very respectful when I reported the incident last night. I was told that housekeeping was not here at the time, but I informed the front desk lady that I would clean it myself, but I wanted to make sure someone knew about the situation. I personally went to the store and purchased Clorox wipes myself and cleaned all the surfaces of the room myself. I sent an email to the general manager but I’m still waiting to hear...

My husband and I had a reservation for two nights for the 4th of July long weekend. We arrived at the hotel at 3:30 pm, which is thirty minutes earlier thant the check in time. The man at the front desk, not at all friendly and rude from the outset told us no rooms are available at that moment, We proceed to sit down in the lobby and waited until 4:00 pm. Shortly after 4:00 pm we returned to the front desk to require if our room was available; this man named Taylor, told us still no room were available. My husband asked him how long should we expect to wait for the room, he replied in an extremly rude way that housekeeping had to clean 119 rooms and whatever other issues they were facing. He started to become agresive and raising his voice to us. I asked him not to raise his voice, which only made him more angry and agresive towards us.||We kept asking about the waiting time, at which point he started to say that is better we leave the property. We asked him why, we requested an explanation, and he just went to the back office saying that he will call the police on us if we refuse to leave.||During this time, another person arrived, who identified himself as a Housekeeping Supervisor and told us there are some rooms available, which he could offered us.||The police arrived and told us that as long as the hotel will refund us in full for the stay, they have the right to refuse us entry; with the man representing the hotel and threating us with trespassing, we left. ||However, this hotel only refunded one of the two nights. That man made two separate charges for the two nights and only processed a refund for one night.||As of this writing, the hotel still owe us this refund!||I worked for Marriott hotels for eleven years, and based on my customer service knowledge and training that Marriott and Marriott franchises provided to the employees, I am shocked by the extremely bad behavior of this man towards a guest, never mind a Lifetime Titanium Marriott Bonvoy member.||This is completely unacceptable and it is a stain on the Marriott...