dena M.
1/5
I want to express my disappointment with my recent stay at the Fairfield Inn by Marriott in Columbus, GA. As a loyal Marriott customer, I have always held the brand in high regard due to the consistent standard of quality and exceptional customer service. However, my experience at this particular hotel fell far short of my expectations.
To begin, I must commend the front desk staff for their excellent service. They were helpful and friendly throughout my interaction with them. In fact, their positive attitude made me hesitant to voice my concerns about the quality of our room. Nevertheless, I believe it is important to provide feedback when a stay does not meet the expected standards.
Regrettably, the room we were assigned did not live up to the Marriott brand's reputation for excellence and cleanliness. There were noticeable water stains on the lampshade, duct tape on the floor where the carpet and tile met, corners near the doors were filthy, paint was peeling off the walls, and the baseboards were separating from the wall. Additionally, the furniture in the room was dented, dinged, and showed signs of wear and tear.
One specific disappointment was the ironing board, which turned out to be a cover without any padding placed on metal. It did not meet the expected functionality and convenience that one would typically associate with Marriott accommodations. I have included some photos for your reference to highlight the issues mentioned above.
Furthermore, I must address the quality of the complimentary breakfast provided at the hotel. On the first morning, I noticed that the sausages were not properly cooked, lacking the desired browning. Although I appreciated the coffee, I was surprised to find that there was no creamer pitcher available on the second morning. When I approached Ms. Kelli Cooper at the front desk to inquire about it, she informed me that they do not provide the creamer pitcher on weekends. I politely explained that it was indeed available on Saturday, which technically falls within the weekend. However, Ms. Cooper insisted that I use the single-serve creamers, displaying a dismissive and unhelpful attitude. The front desk clerk present at the time remained silent throughout the interaction.
In the hallway, as I was walking back to my room, Ms. Cooper, rather than staying quiet, chose to bid me farewell with the phrase "have a blessed day." In the South, such a phrase is often used as a polite way to express frustration, serving as a substitute for less pleasant sentiments. Ms. Cooper's rudeness and lack of professionalism were the final straw for me.
I sincerely hope that Marriott takes my feedback seriously and addresses the issues I have raised. I believe in the brand's potential to deliver exceptional experiences, and I trust that the necessary steps will be taken to rectify the situation. I would appreciate your prompt response and any appropriate actions that may be taken to restore my faith in Marriott's commitment to quality and customer satisfaction.
