from Kissimmee, Florida
Submitted on 09-15-2017
We were staying here overnight on our way to Charleston. I received a call the day of check in & was told they were upgrading us to a king suite. We had booked a king bed with a roll away as there were 3 of us. When we arrived check in was smooth & girl at the front desk very friendly. We got to our room & it was musty smelling. I walked into the bathroom & noticed the microwave had dust on it. I went into the bathroom & the back of the toilet was dirty & gross. We had recently seen on th...
We were staying here overnight on our way to Charleston. I received a call the day of check in & was told they were upgrading us to a king suite. We had booked a king bed with a roll away as there were 3 of us. When we arrived check in was smooth & girl at the front desk very friendly. We got to our room & it was musty smelling. I walked into the bathroom & noticed the microwave had dust on it. I went into the bathroom & the back of the toilet was dirty & gross. We had recently seen on the news that some hotels had been caught not changing their sheets, but just making the bed, Fairfield brand being one of them. We are loyal Marriott members & always stay at any one of their hotels if available & in the area we are looking for. The room being dusty & dirty made me wonder if the sheets would be the same I pulled back the sheets not even half way & they were in fact dirty with hair on them! I decided to pull them all the way back & it was even worse, the most disgusting thing I had ever seen!! I called the front desk & asked for the manager. I told her about the room, she apologized & said she would move us & no charge for the room. I said I wanted a room with 2 queen beds, she said no problem, and I didn't have to go to the front desk for a new key, one would be brought to me. This took 15 minutes & the girl that checked us in came down, NOT the manager. We went to the new room & no queen beds, but double beds! If you don't offer queen beds, then I should have been told this so I could have gone back to my original booking. The bathroom had mold & was in need of an update & repairs.. Worst night sleep ever in a Marriott! Except for the lobby, the entire hotel needed to be cleaned & taken care of. We went to get our money back for the nights stay & that took about 45 min. The manager did not apologize when we walked up, only when we left. We were made to feel this was not a big deal or that she was even embarrassed about the conditions of the room. The girl that checked us in was there & she was was very friendly. We had paid half cash & half on debit card. She didn't give us the full amount of the refund on the debit card, which we noticed back in the room. On our way to dinner she gave some reason about being on hold for more than 15 min. & getting disconnected, but she will keep trying. It made no sense so we questioned her about that. Within 10 minutes we had the full refund. The Manager gave us 7,500 points. We were tired & had to wait for so long for the refund that I didn't want to argue with her about the lack of points & the beds. There were people checking in & I didn't want to cause a scene. Now I wish I would have let others know about the sheets not being changed & dirty room. When we got home I sent an email & was told I would receive an additional 20,000 points. The total points we received is not even equal to a free night, unless you stay at a Marriott by a airport or off the highway, which we don't. Their policy is they will make it right, but they really don't. They won't give you any more points than the hotel you are staying at is worth. I received the 7,500 points right away. I didn't receive my 20,000 points, called CS again, & was told it would be there in a day or 2. Still no points, until I sent another letter. They showed up right after that. According to management at Marriott, our experience with a dirty toilet & disgusting, unsanitary sheets was not worth a free night in a decent Marriott. Calling Marriott & speaking to a manager was no better, she could have cared less. I don't recommend anyone stay here!! The staff may be friendly, but the unsanitary, dirty conditions of this hotel is not worth it. After this experience with the Marriott brand we are not sure about being so loyal.