Fairfield by Marriott Inn & Suites Columbus East — Hotel in Violet Township

If I could give this hotel zero stars, I would, but I gave it one star so the rating would appear. I do not normally write reviews but I think consumers need to know how this hotel in particular chooses to do business. It is disgraceful. We had a group reservation booked for our baseball team and the morning of our arrival, I received a call saying half of our team had cancelled and "the good news was that I could cancel free of charge." I immediately was on the phone with my team to find out no one had cancelled their reservation and only one person had cancelled just one night of their 3 night reservation. They were trying to trick us into cancelling because they had overbooked and did not have room for us. They are saying it's because renovations were not finished but I am still wondering why they waited till the day of arrival to notify us (it was a state baseball tournament so every surrounding hotel was completely booked). Additionally, I came to find out that the hotel could not fulfill their end of our contract. They wanted to split up our group and move 5 families to another hotel for 2 nights and then move them back to their hotel for the 3rd night. We chose to have the whole team move to another property where the team could stay for the entire length of the reservation without having to move back midway. They will do nothing to compensate us for the inconvenience stating that our team coordinator (another baseball mom) who signed the contract made the choice to move the group when it only would have been 5 families that were displaced. Anyone that travels with a group knows that group needs to stay together so the way I look at it, we had no choice but to all move since they could not accommodate all of us. I have argued with them till I am blue in the face and both corporate and the hotel (which we were told the GM would call us the next day to discuss compensation....we have yet to hear from her) have refused to do anything. They argued that matching the rate at the hotel they moved us to was compensation. Or upgrading us to a king suite was compensation. We were upgraded to have a refrigerator because the new hotel did not have a refrigerator in the rooms with double beds. So having a family of four in a king room with a pull out bed does not constitute an upgrade to me. Additionally, we were now 45 minutes from the baseball field as opposed to 3 miles and closer to the heart of Columbus which brought the joy of traffic. Driving back and forth many times during the day was nothing but a headache. We booked the original hotel for a reason and that was location. So please have the hotel and corporate save their breath when they want to try and tell me they have compensated me. They have called me a liar, have lied to me and Diane Crob in Consumer Affairs flat out hung up on me today. In her defense, I was yelling, but she is not the first person. My husband was hung up on two times when he called customer care last Thursday and basically told to stop calling. I hope this review finds it's way to the CEO's desk. I will make it my mission to make sure he hears about this experience and the way I was treated as a consumer. Mainly by management. It's not even about compensation anymore. It's the way I was spoken to. I will never and I repeat never stay at a Marriott property again. I would suggest you as a consumer find a different family of...

This was the worst stay I have had in a hotel all year. I have been a Marriott Rewards member since 1996 and my expectations were terribly not even close to being met.

Upon check-in the lady clerk was behind a clear plexi glass barrier but didn’t have her mask on! It was hanging on her right ear and not attached to the left side of her face! I was shocked and maintained my distance as I stared at the sign that said, “Masks must be worn at all times” but I guess that didnt apply to her! Once I was assigned my room 312, I took the elevator to get there. Once the elevator door closed and the button was pressed to goto the 3rd floor a loud buzzing, grinding and pulling noise was heard until I reached my floor. I later learned that this was normal for the elevator in this hotel and nothing could be done to fix it! Once I arrived in my room I took a shower and to my dismay the water did not drain out of the bottom of the shower. It was terrible to have to wade through the standing water! I called the front desk, explained the problem and they said that maintenance had left for the day and no one was there to fix the issue, but they could move me to another room 310. I was satisfied with that but the lady who took my call did not seem or sound concerned, alarmed or express any remorse for my inconvenience that the hotel had caused. No apology or any words of friendly customer service. Then she stated “Are you coming down to get the key to the new room?” I said yes but still did not hear a concerned customer service tone in her voice and was remised. I went to the front desk to get the key, and I had to move all of my things to the new room and I was the paying guest that was inconvenienced! Terrible customer service!

That night, I was totally surprised and awakened to the people in room 308 arguing and wrestling! I had to call the front desk AGAIN! The next morning, I tried to make up for the rest I lost the night before and the ladies cleaning the rooms on my floor were talking loud, slamming doors and playing loud music! When I mentioned it to the then, they said NOTHING! And nothing changed.

That night, there were a bunch of white kids running up and down the hallway laughing, knocking on doors and making loud noises. I called the front desk to report the disturbance but the behavior of the kids did not improve!

I will not stay here again. I want compensation for my inconveniences. This is not what I expect from a...

The rooms were clean. However, our check in room did not produce warm heat; mainly cold to like warm heat. When we called to make the front desk aware and our preference to be moved to a room with proficient heat for the cold evenings, she elected to come up to our room to check if it was so- instead of just apologizing for the inconvenience, select a new room for us and call us back to get the new room number and to acquire the new keys at the front desk. We eventually moved to a warmer heating room upon looking in 2 rooms with her that would produce sufficient heat. Also, with this rare exception of calling downstairs for assistance, the front desk was vacant the majority of our weekend stay.

In addition, a glitch in their computer system on day 2 showed that our room was vacant and that we had checked out. A new customer came to our room with a room key but didn't use it since we had a Do Not Disturb sign on the door. He went back to the front desk to inform her of the sign issue before attempting to use the key. Instead of just calling our room to notify and review this glitch, she decided once again to come up to our room and knock aggressively on our door at 12:30a Sunday morning with the new customer standing behind her. When we opened the door, she made it appear as if we were not supposed to be in the room, since the computer mistakenly showed that we had checked out. Needless to say, we were not pleased at the rudeness, the unnecessary visit at our door and unprofessional tone..and to make things worse, it was actually her and their processing's oversight and responsibility. They were at fault. Though there were a few light apologies given thereafter, in private, the damage of poor customer service and unprofessional practices in conflict matters had been established beyond acceptance and apologies. In summary, the cleanliness of the rooms, the breakfast choices and the location were the bright spots of the stay. Yet the front desk vacancies over the weekend and the mishandling and unprofessional tone of a simple resolution negatively marked the stay, in what could have been an awesome hotel accommodation experience. Senior Management should strongly consider a professional customer service protocol coaching/training down on this very important element in Hotel etiquette with travelers, before it negatively impacts your business' bottom line in the Pickerington location. Respectfully, A Marriott...