First off, this hotel is beautiful; it's new, clean, almost "swanky". It's located in a perfect spot, where you can get ANYWHERE in no time. I have no complaints about the building, or the location.
I have a SERIOUS issue with the staff, however. I think a flock of geese could run a hotel better, and would probably be more polite.
Upon check in, the woman at the front swiped my card (as always) and everything was fine. I checked online to see what the hold was; Room charges +$100 in incidentals. ($100 is a little steep, but whatever) The next day, over 24 hours later, I get a call from the front desk attendant, who wasnt exactly familiar enough with english to effectively communicate her issue. She kept saying they needed my card for authorization.
I told her she must be wrong, I did that the day before, at check-in. The next few things she said were unintelligable, so I talked to the manager. He couldn't seem to plausably explain to me why I was seeing a hold on my bank and they didn't see one, but he politely said "Don't worry about it, I'll figure it out."
The NEXT morning at 730am, my room phone rings. It's another manager, politely asking for my card. I snapped.
I logged in to my bank account and to my utter SHOCK they were holding WELL over twice the room charge, effectively draining my bank account, and they wanted MORE.
After I showed the manager my bank account, and had her call my bank, she still kept trying to SOMEHOW make it MY fault that THEY made a mistake. Her attutude that developed was disheartening.
I understand that their computer made an error. I also understand that they FINALLY saw that it was an error on their behalf, but I still can't understand why no one could be bothered to say "Sorry."
As nice as this hotel is, and as much of an ABSOLUTE steal it is for the area, I won't retun because of how rude and disorganised the staff is.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 6, 2012
Thank you very much for taking the time to review our hotel. We really appreciate your feedback. I want to express my deepest regret regarding the inconvenience and poor customer service that you received while you were here. I have shared your comments with our General Manager and I can assure you that these specific challanges are being addressed to ensure that no other guest has a similar experience.
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If there is anything I can do to be of further service, please do not hesitate to contact me. I look forward to hearing from you!
Yours in Hospitality,
Director of Sales
Fairfield Inn & Suites Baltimore - Downtown/Inner Harbor
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.