Fairfield by Marriott Inn & Suites Brooksville Suncoast Parkway — Hotel in Spring Hill

As loyal Marriott members (Platinum for Life), this stay was probably the worst stay and customer service interaction we've ever had on a property. We'd booked in to stay at this hotel and were really only utilizing it to sleep as we had an early 6:30 am excursion 30 minutes aways.

My parents, and my husband and I were accosted by a terrible service representative named Anthony on the morning of our departure around 5:45 am. My parents were loading their luggage while my husband and I were filling up coffee at the coffee station. My parents had forgotten their room key so the front desk (Anthony) had to allow them in, as they came in he asked the name and room number which they provided. They then came to meet us at the coffee station. I felt an awkward presence and turned around to see Anthony leering at us from an uncomfortable two feet away. I asked him if I could help him with something. He proceeded to leer and then walk away. My husband and I next went to load the car up with our luggage while my parents filled their coffee.

My Dad informed us that Anthony was harassing them about stealing coffee. I returned to the lobby to discuss the issue only to find Anthony, triangulating my 5" 65 year old Mother and telling her she must pay for coffee. To which I asked him what the issue was and he said they have a problem with coffee stealing. I asked him his name and told him he needed to stop harassing my mother, I gave him our room number and last name and told him we are Bonvoy Platinum members and have never received this service before. He continued to barrage me with verbal explanations, to which my response was only to get my Mom out of there and exit safely.

This should all have been avoided. Anthony was not at his desk to see us exit the elevator and walk out. Should he have been doing his due diligence this misunderstanding could have been avoided. It seems a silly hill to die on for $0.60 worth of coffee and an overnight desk clerk to accost innocent guests over. Either Anthony is a self righteous employee who needs some further training, or the Multibillion dollar Marriott Company is encouraging their workforce to put themselves in possibly dangerous altercations over a cup of coffee. Either way, horrid experience and can confidently say we will never stay here again and we've escalated this interaction...

I will never stay in this hotel again. This is the worst hotel I have stayed in the whole North America. Their bed mattress sucks, I can not sleep well. There must be bedbugs in the bed. I got many bites from sleeping in their bed.

This hotel has seriously management problem. The employees are not trained properly for a hospitality industry. The creepy breakfast employee stared at me like a sex offender all the time while I was having breakfast the first day, the second day this same male employee came to talk with me in a very insulating way, I was not completely woke up yet and just tried to get a coffee. ( If you have young daughters, be care of with this Creepy breakfast employee at this location!)

After I told the GM what happened, this GM starts to fight with me without even ask me what happened. Then the GM starts to fight with me saying that he will continue the fight with Marriott Corporate. This GM has fighting with me in the lobby for over 5 minutes in the lobby while other guests are having their breakfast.

What kind of GM is that? I am an innocent guest paying this hotel. If the GM did a better job, his employee would know how to treat guest with respect instead of treating the guest with completely no respect.

If the GM knew how to do his job, he would not get into a fight with a guest without even asking what is the problem.

As a frequent traveller, I have always stayed in Marriott hotel. I am not going to stay with Marriott if Marriott let GM like this manages their property. The GM is completely unprofessional for handling guest concerns. What kind of GM fight with guest??????????????????????? The GM gets paid for making guest experience pleasant not to make guest experience worst than the untrained horrible employee!

This GM needs training to be a GM. He is no better than the disrespectful employee. He should not be anybody's GM if he can not handle a guest complain properly.

(By the way, this GM shakes his hand so bad that it looks like he has Parkinson that the coffee in his cup splashed to his shirt. )

I do not understand why Marriott will pay an old man like this to be their GM. Whoever hired this GM needs to train him OR fire him. Too bad for Marriott! GM like this absolutely ruins my impression...

Fairfield Inn & Suites by Marriott Brooksville Suncoast Parkway||||This hotel has seriously management problem. The employees are not trained properly for a hospitality industry. The breakfast employee stared at me all the time I was having breakfast the first day (12/14/2023), the second day this same male employee talked with me in a very insulating tone. I was not completely woke up yet and just tried to get a coffee. Then the GM came to fight with me with this employee without even asking what happened. ||||After I told the GM what happened, this GM starts fighting with me saying that he will continue the fight if I complain to tMarriott Corporate. This GM has fighting with me in the lobby for over 5 minutes in the lobby while other guests are having their breakfast. ||||What kind of GM is that? I am an innocent guest saying and paying this hotel. If the GM did a better job, his employee would know how to treat guest with respect instead of treating the guest with completely no respect. |||| If the GM knew how to do his job, he would not get into a fight with a guest without even asking what is the problem. ||||As a frequent traveller, I have always stayed in Marriott hotel. I am not going to stay with Marriott if Marriott let GM like this in Fairfield Inn & Suite at 14082 Cortez Blvd, Brooksville, FL manages their property. The GM is completely unprofessional for handling guest concerns. What kind of GM fight with guest??????????????????????? The GM gets paid for making guest experience pleasant not to make guest experience worst than the untrained horrible employee!||||This GM needs training to be a GM. He is no better than the disrespectful employee. He should not be anybody's GM if he can not handle a guest...