Not up to Marriott Standards
My wife and I spent three nights at the Fairfield Inn Airport, Jacksonville, FL last weekend. I had contacted Marriott Rewards in advance because I wanted to use a certificate for part of our stay. The Rewards staffer said the certificate would be available when I checked in. Needless to say, there was a glitch and the hotel staff did not know whom to call to research the issue, asking me point blank, "Who do you want me to call?" It was only down hill from there. We did not get room service the next day and both our room keys routinely would not work. I later learned that the property was about to be sold and the new managers planned staffing changes. The manager was very apologetic and comped our stay. I'm a Gold Rewards members and I'm accustomed to a certain level of service when I stay at a Marriott, no matter what level of property. While the property was generally clean and functional, I was very disappointed in the overall service. The manager did come across with a "can-do" attitude and promised improvements. I truly hope so, but they have a long way to go.