Fairfield by Marriott complaint: Extremely Disappointed Customer

Good Afternoon,

I am writing a formal complaint about my stay at the Fairfield Inn Suites at 307 Eastwood Road, Wilmington, NC 28403. Upon entering our assigned room (305) where my sister and I stayed, we instantly noticed a strong urine mildew smell in the bathroom. The next morning, we requested to have housekeeping come in and properly clean and deodorize the restroom.

On the third day, we noticed that the mildew smell continued to linger, which gave us the impression that there had been a possibility of mold. Over the course of our stay in room 305 my sister and I both experienced severe redness to our eyes that became watery and itchy. Upon using eye drops allergy meds, we noticed our symptoms began to worsen, and decided to request another room.

We were then moved to room 335 which seemed to be much cleaner. However, we noticed the hot water overpowered the cold water in both the sink and the shower, nearly causing our skin to be scolded. Needless to say, this was not the birthday trip that I had in mind and certainly we never expected to be staying under such conditions. My sister, who also wrote about these same concerns, was contacted by the General Manager Chris Turner, and was met with rather rude and snide comments about our experience.

Having been a rather loyal Marriott customer over the years, I am very disappointed with not only the conditions of the Fairfield Inn Suites in Wilmington, but I am highly dissatisfied with the way in which our concerns have been met. From a hospitality standpoint, I would give this property and the management zero stars and would not recommend another Marriott hotel to anyone.

I have already written my review on Trip Advisor and will more than likely be uploading photos as well. I do hope that moving forward Marriott will take better care of their customers’ concerns and provide a much more professional outcome.