Maria M
20. kesäkuuta 2024
I have been a member of Marriott Rewards / Bonvoy for many years, and our stay (5/23-27/24) at the Fairfield Inn & Suites Chicago Naperville was the ABSOLUTE WORST! The service was horrendous likely due to understaffing, cleaning was non-existent and customer service or responsiveness from the manager, Thomas Wilson was unacceptable. The room was mediocre and there were signs of mold and the ceiling leaking in the bathroom, and wood rot near the windows. We were there for 4 nights and although we requested housekeeping, none was received during our stay. There was NO remote in the room and this was brought to the attention of the front desk staff 3 TIMES. The hallway smelled of a combined vomit - disinfectant smell. The breakfast was blah to say the least. It was clearly not stocked and staff was not available to re-stock. A guest actually had to go in the back to retrieve napkins and plates. There was a mess on the counter (cereal, oatmeal, waffle batter) that was not cleaned. We passed on the breakfast due to limited options and concerns with sanitation / cleanliness. One morning, we noticed the front desk person was doing her best to keep up with the front desk and the breakfast area as no one else was available. Fortunately we only were there to sleep or we would have switched hotels immediately. When we returned home, there was an additional $185 charge on my credit card. I have called the hotel multiple times a wk since we returned. Either no one answers the phone or messages are left for Thomas to return my call to address the extra charge and he has yet to call. I am extremely disappointed in the lack of response and overall condition of the hotel (motel?). We will definitely never stay there again and we will ensure our family / friends don't either. I hope this reaches the attention of someone that can act on the above concerns esp since Thomas has not even attempted to address them. I would appreciate a response.
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