Fairfield Inn and Suites

Marriott Bonvoy Customer Service: December 29, 2020 To Whom it May Concern: I have been a member of Marriott Bonvoy and SPG since 2013.  I have always traveled with this brand of hotels, since you were Starwood. My Family and I love these lines of hotels, they are clean, secure and always comfortable.  I have never had any issues or problems until now.  I decided to bring my children on vacation this year after my Father passed away on September 1, 2020.  We wanted to create new Christmas memories, and wanted to do it in Atlanta, GA in your hotels.  I booked an upgraded room, Reservation Confirmation #[protected] for Fairfield Inn & Suites Atlanta Downtown, December 25-29, 2020. We met Brianna at check-in, and she was nice and quite pleasant.  She informed us that I had paid for the upgraded room, and our 1st room was on the 17th floor (1706) with a downtown view.  We got to the room, and the room temperature was 50 degrees. We figured since the heater was off, that maybe it needed to be turned on. We sat in the room for about 3 hours, with no change.  We left to a friend's house for Christmas dinner, on the way down in the elevator there was a maintenance worker and I told him the problem with the heater in the room.  He told me to tell the front desk and they would notify him.  I told Brianna, and she assured me that they would take care of it and let me know once it is complete.  I received no call from Brianna, and I decided to stay at my friend's house. We came back to the hotel in the morning around 9am, went upstairs to room being 49 degrees, colder than when we left.  I went back downstairs, and asked Brianna what happened.  She stated that maintenance could not fix the heater, and she issued me a new room on the 14th floor (1406), but could not call me after hours 9pm to let me know?  On December 26, we had are reservations for the Georgia Aquarium that we were late for because we had to move rooms, and still shower and get ready. At 9:30am, as I used the restroom, and went to flush the toilet, it did not flush and began to back up.  We left out of the room around 10:45 am, and stopped by the front desk and I spoke to Brianna again. I then told her about our new problem with the backed-up toilet.  She assured me that she would immediately fill out the work order and it would be taken care of upon our return.  We arrived back to the room after 11:00pm, Saturday night only to find the toilet still filled with feces and upon trying to flush it again, it began to back up again.  I went back down stair and this time spoke to Tomeka.  I explained to her the situation with the backed up toilet.  Tomeka then told me that maintenance will not be back until 9am Sunday morning, our only choice would be to move again, to a smaller room on another floor.  My daughter was with me in the lobby, and needed to use the restroom badly.  We went into the lobby restroom, and yes, you guessed it, backed up with feces too! This will now be our third room in 2 days, and I haven't even slept in the King-sized bed yet!  I reluctantly took the new room, our third room on the 15th floor (1510), where there was now heat and a working toilet.  However, instead of a double King bed Suite, it was now a two double beds.  It is very disappointing and frustrating what we have been through so far.  I am traveling with my 21 year old 6'3 nephew, 18 year old 6'2 280 lbs son, and my10 year old daughter.  Now, we all have to be on top of one another in this smaller room.  I specifically choose this hotel, for the space and one bedroom/living split because I will be working from here on Sunday and Monday. And to add insult to injury, I killed a roach crawling across the nightstand in the bedroom. I am asking for a refund for this stay.  I have never in the 10+ years of traveling with this brand have ever had such a subpar experience as this.  My kids are trying to be troopers and make the best of a bad situation, I am livid and just plain disappointed.  This cannot be what this brand wants to be known for?  We have not traveled at all during this pandemic, and I booked through you to support the brand and start to build up points again for future stays.  I still believe in this brand and want to see you all do the right thing in the means of a 100% refund and issuance of points for a ruined stay.  I have included pictures of the thermostat, the three-room keys and the backed-up toilet as proof of my unsatisfactory stay.  As I stated before, Brianna and Tomeka were pleasant to work with and courteous, however my stay is the worst I have ever experienced in my time of traveling. If you would like to contact me, I can be reached at [protected], let's have a conversation.  I have included pictures and my receipt and confirmation email as proof of my stay.   Thank you in advance, Sharon Clarke-Maximin Sharon Clarke-Maximin [protected] N Cervidae Dr Apopka, FL 32703