Question: I made a reservation at a Fairfield Inn in Philadelphia earlier this year. I prepaid for two nights and received a confirmation.
The day before I left — six months after I made the reservation — I got an email from a manager at the Fairfield, saying that they were moving us to another hotel due to a “situation beyond our control.” It turns out there was a convention in town, and my room had been given to a platinum customer.
Fairfield promised to move me to a hotel with the same amenities. I was further told that a Fairfield Inn could cancel confirmed reservations any time in order to book platinum customers.
The motel they moved us to was inferior by any standards. No complimentary breakfast, no airport shuttle (we nearly missed our outgoing flight), farther from the airport, smell of paint as they were under construction, and no working phones in the room.
I have written to Marriott, which owns Fairfield Inn, and the Pennsylvania attorney general, as well as the manager of the property. I have only received an email thanking me for writing them.
I would like a refund of our stay at the hotel. Can you help? — Karen Johnson, Gering, Neb.
Answer: You were “walked” to another hotel, which is a fairly common practice in the hotel industry. Hotels sometimes accept more reservations than they can accommodate, anticipating that some guests will cancel. But on a busy weekend or holiday, when everyone shows up, a property has to turn guests away. Read more “The Travel Troubleshooter: Help! I’ve been ‘walked’ to a motel”
Question: I need your help to resolve a situation that I encountered recently when my family and I stayed at the Brussels Marriott.
I generally book directly on the hotel’s website. So in this case, I went to Marriott.com and entered the number of guests — my wife, two young children, and me.
My reservation was for three nights. When we tried to check in, the clerk said that the room had a king bed and could not accommodate us. I mentioned that my kids are quite young and can easily share the bed, as we do this often when staying at Marriott properties in the United States.
I was told that the only option I had was to upgrade to a larger suite, pay for an additional room, or walk away. I asked for the manager, who told me the same thing.
I pointed out that there was no way I could stay in two separate rooms, as I would be separated from my family. I also pointed out that I have a child who is autistic, who cannot be separated from us, but they firmly held their ground. They said that the only thing they could do was to upgrade me to a suite for an additional cost of 300 Euros.
Eventually, the hotel agreed to lower its surcharge to 200 Euros for a three-night stay.
We had a miserable time in Brussels and had to cut short our sightseeing activities to somehow compensate for this extra expense. In short, they ruined my vacation. Can you please help us? — Hari Doraisamy, Newtown Square, Pa.
Question: We recently made arrangements to go to visit the Aruba Marriott Resort & Stellaris Casino through a company called Cheap Caribbean. The hotel has an all-inclusive option, which includes meals, beverages and activities, and quoted us the price of $5,701.
Imagine the absolute horror we encountered when we got to the Marriott and were told that our reservation with them was for the room only — no all-inclusive. Since we booked an all-inclusive we took only a small amount of cash, which would not have been enough for a week’s worth of meals and liquid refreshments.
When we called Cheap Caribbean Customer Service from the Marriott check-in desk, they wanted another $3,000 to make it an all-inclusive. After many, many phone calls between Cheap Caribbean, Marriott and my daughter, Cheap Caribbean and the three of us agreed to split the additional cost just to get the matter resolved and behind us. We had already lost what equaled a whole day of our vacation and wanted to get on with enjoying the short time we had left.
We feel that we were ripped off by Cheap Caribbean. We were quoted a vacation deal and they should have honored it. We wrote to the president of Cheap Caribbean but never received an answer. Can you help us? — Esther Mikula, Tinley Park, Ill.
Question: My husband and I have been members of Marriott’s loyalty program, Marriott Rewards, for decades. We’re also Marriott Vacation Club owners. We have a problem with a rewards stay we were hoping you could help us with.
About a month ago, I contacted the Marriott Vacation Club office to make a reservation for a vacation stay next year, and I asked the employee to check on a seven-day hotel award, which I thought was about to expire in a few months. I was informed that the award had been converted into 25,000 points and credited to our account.
I asked to speak with a supervisor, since I preferred seven days to 25,000 points. The supervisor said the only thing he could do was to offer us a five-day award. He said some mass emailings went out last year notifying readers that our type of seven-day hotel award would expire at the beginning of the year. I expressed my disappointment in having to accept his offer.
I searched the Web and my saved mail messages for the announcement of the hotel awards expiring in January. I found nothing. So I went to the Marriott’s customer service website and emailed from their site a note asking them to please send me a copy of that mass email announcement about the awards expiration. I also expressed my concern that we did not receive a personal call, letter, or email notifying us of a change in the expiration date. After two weeks, I mailed a letter. I still have received no response. Can you help? — JJ Mortensen, White Rock, NM