101 Recensioni
Fairfield Inn & Suites St. Louis Westport
Maryland Heights|0.82km dal Webster University
The start of our stay went well. Jerry was very nice at the front desk. The next morning we were going to go to the zoo and a couple of other things in the STL area. WE almost forgot our phones and went back upstairs to retrieve them. When then found that our room keys were no longer working. We went to the front desk and they gave us new keys. Those also did not work. The hotel staff then tried a master key. This also did not work. They said that they would need to call maintenance in as they had no other way to get inside the room. We had to leave as we had to be at the zoo no later than 7 a.m. for a 5k race. We were assured that the maintenance team would work on our room and it would be ready for us when we can back that evening. We spent the day without our phones which proved to be an issue when we got separated at one point and no way to capture photos throughout our time on vacation this day. We come back to the hotel that evening to find that our keys still did not work. We went downstairs to find a maintenance staff member in the lobby. We explained the situation and he instantly said that it is a deadbolt issue and came upstairs and let us in. I asked how he did this and he said that he used an emergency key to get in. He said that the front desk has one and they could have used it prior to us having to leave for our race, but they don’t like to because they have to complete various paperwork to use it. He then showed us the deadbolt and how it was not working properly, he continued to say that this is a known issue with many of the rooms in the hotel. I asked why there was not any signage on the door or warning labels near the deadbolt explaining this as I am sure this happens often. He shrugged off the question saying he did not have an answer for us. I went downstairs and asked the front desk about a comp for one night based on everything that happened. They instructed me to speak with management in the morning. In the morning I spoke with a manager named Josh. I explained the situation and said that I am requesting a comp of one night since I had an inability to access my room for a full day. He firmly said no and that the best he can do was knock $30 off our bill. That is not even half of what we were paying. I said that is not acceptable as we are paying to be able to enter and exit the room of which we were denied based on known faulty equipment. He said that was not his problem and has offered a solution; of the $30. I then asked for a business card with his name and the corporate office number to escalate the complaint/request. He said his name was Josh (no last name) and that he doesn’t do business cards. He then wrote the corporate number down and I asked for his last name and position. He said he was a manager and then walked back into his room. Corporate asked for his last name as the GM for the location is not named Josh. That Josh may only be a Front Desk Manager. After being on the phone with their customer service team
100 Recensioni