We checked in on a Friday night, and were originally scheduled to check-out the following Wednesday. We opted to check-out the next morning, and found alternate accommodations.
Our 1st night was paid for with Marriott Rewards points, and I had $100 in Marriott gift certificates to use towards our 2nd night. I turned the certificates in at check-in. Upon arriving to the room, we realized that things would be tight for a week with 2 adults and 2 young children so we inquired about upgrading to a larger room/suite. They didn't have the available for our entire stay so this was the main reason we checked out early.
However, when I went to the Front Desk, they said there wasn't anything they could do about the $100 Marriott gift certificates. Upon calling Marriott, they informed me that the hotel should have called them to figure a solution out. The Front Desk told me they'd have the supervisor call me within 15 minutes, which never never happened.
Later that night, we called down to the Front Desk to get sheets for the pull-out sofa as there was only a blanket and pillow in the closet. We waited about a 1/2 hour before calling the Front Desk to see if we could come get them as both the kids had already fallen asleep, but she didn't have anything so they sent their Chief Engineer up. So after 45 minutes we were finally able to make the pull-out sofa.
At check-out, we ended up talking with the supervisor Clarence who we had actually been unhappy with the night before-- he said he was never told that he was suppposed to call Marriott about our certificates or inform us of the outcome. He didn't seem to care one bit about any of the issues or inconveniences the hotel caused.
AFTER check-out, I discovered the Front Desk had charged my credit card $50 rather than direct billing Marriott for points stay, and the Front Desk never cancelled the 2nd part of our reservation so they charged me for a no show fee. The hotel Front Desk told me there was nothing they could do about releasing the charges so they gave us the name of a manager named Tanner and said she'd call us the next morning. We ended up calling her-- and she was probably the only helpful person we encountered. She was able to release both charges by the next day, which was greatly appreciated.
That being said, I can't said I'd recommend this hotel as there is such a lack of service the management team needs to address.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your comments and thank you for informing us that our hotel did not meet your standards. We are sorry that you experienced these problems and we want you to know that we are working to improve our standards so that you and our future guests are able to have a great experience while staying with us in the future. Here at the Fairfield Inn & Suites we take all guest concerns very seriously. While we make every attempt to ensure that our hotel meets every guests standards we apologize that this unfortunate incident was not corrected by our staff and that we were unable to retain you as a guest. However, I am very pleased to see that Tanner was able to fix the issue with your credit card. We are very appreciative that you have taken the time to bring this to our attention and would like to thank you for staying with us here at the Fairfield Inn & Suites Virginia Beach Oceanfront.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.