ETTF2013
2. Januar 2024
We are Bonvoy members and (up until now) stay at Marriott brands exclusively. We recently stayed at this Fairfield because we had business in Clearwater and Spring Hill, so this was most centrally located for us. In 15 years of traveling together, we have never had a problem with Marriott (at least none that wasn't immediately taken care of). However, we are now completely disappointed in Marriott, as a whole - not just this location. We booked the room at the Fairfield for 3 nights at the end of December. After the first night, I awoke and opened the blinds by the bed. When I did I noticed the fitted sheet had worked loose from the corner of the bed and there appeared to be a stain. After closer inspection it became clear someone had vomited on the mattress cover (complete with splatter). Instead of removing the biohazard-contaminated mattress cover, it appears they just wiped it down to remove the chunks and put a clean fitted sheet over it. It wasn't washed, it wasn't stained, it was hidden, probably because someone didn't want the hassle of replacing the mattress cover which is sort of a zip-up bag. That's not really the worst part, however, even though it was disgusting and unacceptable. We called Marriott and spent well over an hour on the phone with them on December 29th. Their response was a partial refund (mathematically, it was 1/7th of what we spent) but otherwise NOBODY CARED THAT I HAD SLEPT IN BIOHAZARD MATERIAL. They did not care. We escalated to a supervisor and the supervisor's response was that any further complaints needed to be addressed with the actual hotel directly. MARRIOTT SAID THEY COULD NOT DO ANYTHING ABOUT VOMIT IN THE BED. They said their "protocol" was that the problem was between us and the Marriott location, that the Marriott company itself would not do anything else about it. As to the location itself, they told us they would refund the full amount we spent, but as of the time of writing this review, there has been no refund and not further followup. Needless to say, we are no longer going to be using Marriott brands. They do not care about their customers at all and have no problem blowing you off when you discover you've slept in another person's vomit. Unacceptable, Marriott. Be ashamed.
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