Fairfield Inn And Suites
Reviews and Complaints
Worst night ever in a hotel
User's recommendation: Do not stay here
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Verified Buyer | Bellevue, WashingtonReservation glitch
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Verified Reviewer | Portland, OregonWaiting for a refund
User's recommendation: Don't stay there
Reservation glitch
Refund
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Verified Reviewer | Warrington, PennsylvaniaFraud
User's recommendation: Never ever give this hotel your credit card number.
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Verified Reviewer | Temple, TexasBad service
- Are thiefs took all my money
Preferred solution: Full refund
User's recommendation: Lock your cards
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Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Salisbury, North CarolinaComplaints
User's recommendation: never go there to fairfield cherokee nc
Great work ethic and customer service
We stayed at the New Orleans Metarie location. This morning, i was up early to get my family out of the door for my daughters tennis tournament.
Due to our schedule, we relied on the breakfast/coffee to be ready at 7am which it was. John Fugo (i hope i remember his name correctly) was very efficient and his timing was spot on. He addressed a few customers needs all the while sticking to his preparation schedule. More importantly, maintained high customer service.
I dont know his title but other employees had to grab him for direction on current tasks they were working with other customers. John is a leader in your business and i wish more executed like him in surrounding New Orleans businesses. I got my family situated at the tennis tournament and needed to get food for the next break. I drove to Subway where they were to open at 9am.
The doors opened at 9 but they werent ready to start the day until 930am.
I say this because i had just watched John manage many more tasks by 7am and a staff of 3 at subway couldnt get their business going and exhibited zero customer service in their interaction. I got a great example of great at Fairfield and in a short period got a strong example of bad at another establishment.
- Clean facility and great management
User's recommendation: Stay at Fairfield in Metarie. The Fairfield executives have placed a focus on the management and they care about delivering to the customers. The room and facility was very clean.
Trying to check in no one at desk
Keys not working
User's recommendation: Try another hotel where key cards work
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Verified Buyer | Salisbury, North CarolinaComplaints
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Verified Buyer | Seattle, WashingtonProblem with booking and check-in.
So my wife had booked this room for me in Atlanta and she had gone through Travelocity to make the booking. The rate was $118.49.
It was a good rate and I figured I was set. The booking was for me and my son-in-law. We were in town to go to the Masters Tournament in Augusta and needed one night's lodging. So when we arrived we were attracted to the television in the lobby that had no volume and a speaker was speaking that we wanted to hear.
The lone receptionist was helping another customer book in so we didn't bother her. But after searching for 5-10 minutes for the remote I asked her if she could give me the remote for the television. She had a trainee by her side during all this. She waited at least another ten minutes before retrieving the remote for the TV but then it was finally my turn to get checked into our room so we gave up on the television.
It would've been easy for her to send her trainee to retrieve the remote for us. Anyway we moved into the check-in process only to find out that since my wife used a credit card to pay for the room however for one reason or another my name nor my son-in-law's name did not show up on the reservation. The receptionist insisted that she had to either have the credit card or the person of which both of these items were 1500 miles away in WA state. So we ended up having Travelocity contact the hotel by phone to ensure our booking.
This process took over 2 hours to complete. The receptionist and her trainee were somewhat snarky in their attitude and helpfulness. I believe it is not all the receptionists fault. She did not have the acumen or possibly the authority to straighten this mess out on her own.
Now remember this is a confirmed booking, it's been paid for up front. We had my wife on the phone with the receptionist. We had a Manager from Fairfield corporate on the phone with the receptionist and we had Travelocity on the phone with the receptionist. The bulk of this problem lies in Fairfield's procedures and computer programming in dealing with this situation.
Granted the receptionist does need some coaching to lose her snarkiness, when I asked for her name she spelled it out loudly so everyone could hear. There was no call for that. I think she was trying to impress her trainee. But in her defense, she was a good kid stuck in a difficult situation due to an inadequate process in Fairfield's check-in processing.
We believe Travelocity has some culpability in this as well in that our names although entered into the booking weren't accepted by the program because they weren't the names on the credit card being used to purchase the lodging. So there you have it. I hope you can fix this because a wife should be able to book a room for her husband through a third party without all these complications. The room was clean and comfortable.
The breakfast in the morning was good. The shuttle back to the rental car place was good.
User's recommendation: Be careful using third party reservations. Make sure credit card matches person in room.
Charges
User's recommendation: Poor
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Verified Buyer | Columbia, South CarolinaFairfield owes me and they are avoiding me
I got to the hotel the third party card declined so I had to pay out of pocket I contacted third party and there card ended up going through later so I was told Fairfield will reimburse me I then call Fairfield asked was this true the manager said yes we will reimburse u so a week later I call the manger act like she forgot everything she will not come to the phone always acting busy and I still havent got my money from being double charged them the manager said well how about I call the third party because they are hard getting in touch with I have the manager on a recorded line saying then will reimburse me and still havent got it
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