Fairfield by Marriott Inn & Suites Seattle Downtown/Seattle Center — Hotel in Seattle

We parked a Chevy Equinox rental car in the on-site garage beneath the hotel. We stopped by the front desk around 9:30AM in the morning to drop off postcards to be mailed before heading to the airport. The front desk associate asked us our room number and then asked if we had a car parked in the garage. We told her that we did have a car in the garage and asked her why she was asking us this question since the car information was placed on our reservation. She then proceeded to inform us that they had a series of break-ins and that she “thinks” our car was broken into. I went down into the garage to check, and I saw that our car’s front passenger window was smashed, and the center console was open. Thankfully, nothing was stolen. I walked around the garage and there were 6 other cars with the same damage. There were 4 other cars parked in the front parking lot with the same damage. There was a pre-printed slip placed on the dashboard of the car from the hotel stating that we need to call the Seattle Police and complete a police report online with a link provided.||||I went back up to the front desk and spoke to the General Manager, Sheryl Cedana, and asked her if she had security at the hotel and she said that she did. We then asked at what time this all happened, and we were told either 5:30AM or 6:30AM. We asked if there are security cameras, and we were told that they are only in the front of the garage but there are no cameras in the garage. We then asked Sheryl why we were not informed at the time of the break-in as we were not even going to stop at the front desk to check out. She said she tried calling the room, but we were in the hotel gym at the time. There was no voicemail left on our room phone, they did not call my sister’s cell phone, which was provided to them at check-in, they did not slip a note under the door, knock on our door to tell us in person, nor did they email us to inform us that our car had been broken into. Sheryl knew about the break-in for at least 4 hours, and we were not informed once. We asked if they called the police and they said that they did call the police, but the Seattle police refused to come out to investigate. The police told the hotel to direct guests to fill out a police report online. ||||I feel like this situation was handled incredibly poorly. I understand that these things happen, but it feels like Sheryl and the hotel staff wanted to avoid this situation at all costs and get us out of the hotel as soon as possible. They knew we were checking out that morning and again, we were never informed that our car was damaged on the hotel premises. Had we had known; we could have planned our day accordingly and not rushed to the airport after dealing with Hertz. There were no anticipation of guests’ needs, and no help was provided. There was no offer of compensation or transportation to the airport. And it really felt like this is not the first time this hotel has seen car break-ins like this. And if this has happened at this property before, why are there no security cameras in and around the garage? Or at least, why is there no sign that says this garage is under surveillance to attempt to deter criminals? The only sign in the garage says that the hotel is not responsible for theft or damage to vehicles, which might as well be an invitation for criminals. Why is the General Manager or the front desk associates not empowered to provide compensation in situations like this? I feel like Sheryl just didn’t care. I emailed Justin So, the Vice President of Operations for BMI Hospitality Management, with this review without a response. BMI Hospitality Management is not accredited by the Better...

We parked a Chevy Equinox rental car in the on-site garage beneath the hotel. We stopped by the front desk around 9:30AM in the morning to drop off postcards to be mailed before heading to the airport. The front desk associate asked us our room number and then asked if we had a car parked in the garage. We told her that we did have a car in the garage and asked her why she was asking us this question since the car information was placed on our reservation. She then proceeded to inform us that they had a series of break-ins and that she “thinks” our car was broken into. I went down into the garage to check, and I saw that our car’s front passenger window was smashed, and the center console was open. Thankfully, nothing was stolen. I walked around the garage and there were 6 other cars with the same damage. There were 4 other cars parked in the front parking lot with the same damage. There was a pre-printed slip placed on the dashboard of the car from the hotel stating that we need to call the Seattle Police and complete a police report online with a link provided.

I went back up to the front desk and spoke to the General Manager, Sheryl Cedana, and asked her if she had security at the hotel and she said that she did. We then asked at what time this all happened, and we were told either 5:30AM or 6:30AM. We asked if there are security cameras, and we were told that they are only in the front of the garage but there are no cameras in the garage. We then asked Sheryl why we were not informed at the time of the break-in as we were not even going to stop at the front desk to check out. She said she tried calling the room, but we were in the hotel gym at the time. There was no voicemail left on our room phone, they did not call my sister’s cell phone, which was provided to them at check-in, they did not slip a note under the door, knock on our door to tell us in person, nor did they email us to inform us that our car had been broken into. Sheryl knew about the break-in for at least 4 hours, and we were not informed once. We asked if they called the police and they said that they did call the police, but the Seattle police refused to come out to investigate. The police told the hotel to direct guests to fill out a police report online.

I feel like this situation was handled incredibly poorly. I understand that these things happen, but it feels like Sheryl and the hotel staff wanted to avoid this situation at all costs and get us out of the hotel as soon as possible. They knew we were checking out that morning and again, we were never informed that our car was damaged on the hotel premises. Had we had known; we could have planned our day accordingly and not rushed to the airport after dealing with Hertz. There were no anticipation of guests’ needs, and no help was provided. There was no offer of compensation or transportation to the airport. And it really felt like this is not the first time this hotel has seen car break-ins like this. And if this has happened at this property before, why are there no security cameras in and around the garage? Or at least, why is there no sign that says this garage is under surveillance to attempt to deter criminals? The only sign in the garage says that the hotel is not responsible for theft or damage to vehicles, which might as well be an invitation for criminals. Why is the General Manager or the front desk associates not empowered to provide compensation in situations like this? I feel like Sheryl just didn’t care. I emailed Justin So, the Vice President of Operations for BMI Hospitality Management with this exact review without a response. BMI Hospitality Management is not accredited by the Better...

I travel a lot for business and I used to like Marriott quite a bit (I am a gold status member) but after my last experience at the Fairfield Seattle Downtown, I unfortunately can no longer recommend them for business travel. ||||My poor experience began with reservations. I was traveling to Seattle for a work event, and wanted to come a day earlier to spend the time with my wife and enjoy the city. The gal on the reservations 1-800 number assured me she could put the first night on my personal card and second night on my work card. Fast forward a few days and I found that both nights had been charged to my personal. Not a big deal, but a hassle as I knew I had to get this changed when I checked in. ||||Check in was smooth enough but when I asked to make the correction, they told me to follow up when I check out. They refunded the entire charge to my personal card, to which I lost 20 dollars due to the exchange and fees. When I checked out, the lady at the front desk attempted to get the charges in the right place but after a half an hour of messing around I ended up double charged on my work card, I had to keep showing her the charges on my phone apps showing the errors. Several reversals and associated FX fees later, it became apparent that she was not checking to understand what I was asking (1 night on personal, 1 night on business). Instead of asking for help I have a mess of transactions. Because of the holds, I now have no budget remaining on my work card (it is budget controlled by the company based on the trip) for my return home - nothing for gas, nothing for meals. She disappeared into the back, and after waiting for 10 minutes with no acknowledgment or apology, I told another front desk employee to please check on them. They were talking to the GM, so I gave my phone number and name and informed them I was going to be late so please call me to sort this out. Unsurprisingly, I never received a call. ||||Not only did this create a logistical headache for me, it also created a mess of sorting out to do with my company accounting team, which remains in front of me. As of now, I have been charged again on my personal card, and have been double charged on the corporate card. Again, no callback, no accountability. ||||I'm lucky my accounting team is understanding and can wait for me to sort this out, but it underscores several themes that result in me being unable to recommend Marriott again and will go elsewhere.||||1) Staff does not check for understanding before making financial changes||2) Staff are not empowered to make things right for the customers when errors are made||3) Staff are not accountable and when the guest is out of sight, the problem is out of mind for them. ||||In addition - in the room, even with my "premium" gold status wifi, the signal is so poor that video calls are impossible, the air conditioning doesn't work, and staff circumvent their own power-saving eco measures (they leave a card in the holder that would otherwise encourage guests to turn off the power when they leave the room). My last complaint is that the TV consistently showed the wrong guest name. We alternately got "Karen" on the first night and "Shota" on the second night. ||||Generally a lack of professionalism and polish that means I will not be back as it stands. If Marriott corporate reads this, I could be convinced back with a strong recovery here, but as of now it's been 3 days with no...