Complaints

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• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Myself, ***** ********* and **** ***** spent the night at the Fairfield marriott. we were told we had smoked in the room, which we did not, and charged a $250 smoking fee. i had asked to extend my stay but was not able to, instead they switched us rooms however for the night 28th to the 29th, however i had not signed for it, checked into it yet, or paid, i was just given keys to move my stuff over. when we got to the next room, ac didnt work, television remote didnt work, and ac wall unit control didnt even have a digital read out, which immediatly let me know this was a room they had out of commission. at this point we decided to leave since when i went to the front desk they gave me no keys i signed nothing, nor did i ever make a reservation for the second night. but when you switch room types, they cannot extend. so immediatly upon entering we decided to leave, after taking on load of things to the car aned going back in the room, a housekeeper knocked and requested that we leave, we were already doing that. two days later my marriot account was used fraudently by the hotel as well as my credit card info to make a reservatrion. what they did was illegal if im not mistaken. the case number with marriott fairfield is 507126858. i stayed at the days in by wydham in owentsboro kentucky thye night of the 28th to the 29th, and can provide a reciept as well as you may check their cameras to veryify. the second night wasnt illegally booked and fraudulently paid for without my permnisson after we had left the marriott.* ****** ****** ** ************* **** ***** phone number is *************  they can both confirm and validate no smoking occurred in room, and the coffee trays that i was told they found ashes in was actually mushroom powder and pieces becuase of a $90 olive garden order from the night before. we used the tray as like a condiment dish. there is also one other person which was a friend of abbis who can vouch we had not smoked in the room.

  Business Response

  Date: 11/17/2023

  *** ******* ***** has
  been added to our "Do not rent list" on multiple occasions.  The
  most common damages have been broken items and smoking in the guest rooms. There
  have also been times that *** ***** has asked if he could smoke in the room if
  he paid the "no smoking fee", and another time that he asked if he
  would be charged the "no smoking fee" if he "shot up heroin in
  the room".  This incident occurred on October 27th -29th, when a new
  employee was working the front desk and did not know that *** ***** was on the
  do not rent list. *** ***** made the reservation online; this means he made the
  reservation himself. Please note that online reservations cannot be extended as
  they provide a one-time virtual credit card for the cost of the stay. *** *****
  made a new reservation at the front desk around 11:55am the morning of October
  28th, 2023, *** ***** switched rooms at that time. When *** ****** original
  room was exited, and housekeeping went in, they noticed that the smoke detector
  was not only disconnected from the hard wire, but it was also covered with
  plastic. The room smelled strongly of cigarette smoke, a meth pipe was found in
  the room, there was an unknown substance in the coffee tray and ashes on the
  desk as shown in the pictures.  When this was brought to my attention, the
  front desk associate advised me that *** ***** was still in-house but in a
  different room. Once I learned that it was *** ******* *****, I let all staff
  know that he was not allowed to stay at this property, that he is banned from
  the premises and is on the do not rent list. We asked *** ***** to leave, While
  *** ***** was leaving the premises, he spoke obscene words as he left to all of
  the employees and made quite a scene.  However, *** ***** did not have any
  damages in the second guest room and had already been charged for the smoke
  damages in the first room. I would consider giving *** ***** a refund in the
  amount or $150.93 for the second guest room that he did not end up using.