Subject: Complaint Regarding Miscommunication and Request for Refund
I am writing to formally file a complaint and request a full refund regarding my recent experience involving a reservation transfer between the Marriott Residence Inn and the Fairfield Inn.
My reservation was originally made at the Residence Inn through a third-party booking site. Prior to arrival, I called the Residence Inn to notify them of a late check-in. During that call, I was informed that my reservation had been transferred to the Fairfield Inn and was told, verbatim, that “we’ll cover it.” However, no one at that time disclosed how many nights the transfer was for.
Upon checking in at the Fairfield Inn, the front desk staff also did not specify the number of nights included in the transferred reservation. Based on the information provided, we reasonably believed that our stay was covered through our original checkout date of Wednesday, October 15.
To our surprise, we later received an email on Sunday, October 12, stating that it was our checkout date. When we spoke with the front desk, we were told that the reservation was only for one night. After contacting the Residence Inn again, we were informed that the transfer had only been for one night and that we could return there, information that was never communicated to us at any stage.
This series of miscommunications caused unnecessary stress, inconvenience, and confusion.