Dear Management Team,
I am writing regarding my recent stay at the Fairfield Inn & Suites St. Augustine I-95 from November 21 to November 22, which unfortunately did not meet Marriott’s standards of service or cleanliness.
My family and I arrived around 9 PM with our 3-month-old baby, only to find the front desk completely unattended. We waited over 20 minutes before anyone arrived. I later learned that only one employee, Gwenne, was responsible for both the front desk and housekeeping duties that evening. While she did her best, it is unreasonable and unsafe for a hotel to operate with only one staff member, especially during evening check-in hours.
Additionally, the hotel was under construction, which we were not informed about prior to arrival. Throughout the property there was dirt, construction debris, and holes in the walls—some of which were dropping pieces of dirt onto the floor. This created an unclean and uncomfortable environment, especially for a family traveling with an infant. I am attaching photos documenting these issues.
Due to the lack of staffing and the poor condition of the property, I contacted Marriott Customer Service and spoke with Sarah, who documented my concerns.
Given the inconvenience, stress, and overall unsatisfactory experience, I am requesting compensation for the issues encountered during my stay. This experience fell far below the quality I expect from the Marriott brand.
I appreciate your attention to this matter