Since the manager, Adriana, seemed to try and make the issue different from my issue of poor customer service, I hope I can explain my concern to my fellow travellers. I am silver elite status with Marriott and I do reviews on TripAdvisor; I like to think I am fair and honest.
Background: my mom, 92 and disabled, was coming to visit me but got a very late start due to physical issues. At around 10:30 pm, I expressed to my sister and Mom my concern regarding their travelling so late and not having a reservation. I told them I would find a good hotel in a good area and book it for them. I thought Marriott Fairfield Inn in Ocala would fit the bill so I booked using points and asking for mobility/hearing impaired. Yes, that is the grouping. When they got there, John, the clerk told them he had no handicap rooms available except a king suite which he could not upgrade them to because it was paid using points. He could if they paid the $101 discount rate. My sister being tired just accepted the non handicap room and carried all handicap equipment upstairs. I called John to confirm he could not upgrade them to the king suite because I used points. Now when I called Marriott and then Adriana, the story was that no handicap rooms were open. Finally Adriana and I agreed there was a king suite available but it was hearing impaired; not handicap accessible. Adriana indicated that perhaps John did not understand it was only hearing impaired. Regardless, fellow travellers, I feel the customer service was poor. First starting with pairing mobility and hearing together and creating confusion, second, for not upgrading just because points were used third, being willing to let what was thought to be a handicap room sit empty for the night instead of upgrading regardless of points and fourth for trying to direct the concern to a different issue and be blameless. John should have noted the time and weariness of the people, should have upgraded to king suite regardless of points or money. If he thought the room was handicap accessible (and it should have been), he should have offered it. I will even state that it might have turned out they would have preferred the double beds room; he should have let them decide instead of following some points rule. My whole experience has left a bad taste in my mouth. I hope you fellow travellers get into all the details with this franchise when staying as they do not seem to be willing to offer customer service if you don't understand all their details and rules. Goodness knows how they treat non Marriott Rewards and other very senior guests!
- Official Description (provided by the hotel):
- The Fairfield Inn & Suites Ocala Florida is a certified green friendly hotel. Stay with us, and you will be close to all major local area businesses and attractions in Ocala/Marion County. Taking care of business here is easy when you use the free wireless internet and 24 hour business center. Stay a little longer to enjoy the exciting and rejuvenating attractions of the area. Your visit to Silver Springs Natural Theme Park, Ocala National Forest, and Rainbow Springs will take you back to nature at its most peaceful and beautiful places. Find the rejuvenation opportunities and magnificent photographic opportunities that are everywhere in the area. Enjoy amazing natural scenery nearby at the area's golf, hiking trails, guided horseback riding, kayaking, fishing, and more. Stay at the smoke free, AAA approved Fairfield Inn & Suites Ocala, and enjoy Ocala, home of peaceful horse farms, antiques, beautiful architecture and inspiring history. ... more less
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- Also Known As:
- Fairfield Inn Ocala Hotel Ocala
- Fairfield Ocala
- Ocala Fairfield Inn