Clean hotel, okay breakfast, comfortable beds. Everything you'd expect from a Fairfield Inn. Front desk person was nice at check-in. Staff I spoke to after my stay on a minor issue was honest and helpful. Would stay here again.

Shocked. Appalled. Surprised. Beyond Frustrated. My head is still spinning.
I had booked one night at this property to attend an event the next morning. Upon check in is where the surprise came in. I was greeted by Ranae. She informed me that my reservation had been cancelled and I was going to be “walked over” to the Hampton Inn. What?? I asked her exactly what that meant. She stated that I had been called and that they (the hotel) spoke with me directly advising that the hotel was in an overbook situation and that “certain guests” were being walked over to the Hampton Inn. First of all, nobody spoke with me directly. And nobody called. My home phone is listed on my profile so I called my home phone to check my messages. Not one single message was on my home phone for me.
I went back to the front desk and tried to find a resolution for this awful situation. If I had wanted to stay at the Hampton Inn, I would have booked the Hampton Inn, not the Fairfield Inn. Again, Ranae insisted that the hotel had called me and advised that I no longer had a reservation. I asked for the name of the person who called along with the time that I was called. I was told that information could be provided at another time (it never was!!). I asked Ranae how they decided which guest is moved to another property and she explained that if you’re not a Bonvoy member then you are first on the list to be moved. Well, I am a member of Bonvoy. In the meantime, another guest came to check in and Ranae took it upon herself to start checking that guest in over assisting with my issue. That guest had already heard part of my conversation with Ranae and said that she would be willing to move. When I met up with the same guest out in the parking lot, she explained to me that there was no way she was going to stay at the Fairfield Inn after the way I was being treated. She also stated for what it’s worth, she wasn’t a Bonvoy member.
I’m finally checked in and on my way to my room. Upon entering the room, it was clear that the room had been smoked in. I went to leave the room and I found a housekeeping staff member and I mentioned to her that the room had been smoked in. She entered the room and said no it hadn’t been smoked in and came back with some sort of spray. I’m not sure what the spray was, but it just made the smell even worse. I went down to the car and just brought up select belongings as I didn’t want them to smell like the room. As I re-entered the lobby, Ranae asked how my room was. I told her is smelled like cigarette smoke, but I would make it work.
After taking my select belongings back upstairs, I went to wash my hands after trying to get the a/c to work. Guess what, no hand towels or wash cloths. Pretty bad when you have to use the shower curtain to dry your hands. At this point I realized that the phone in the room didn’t work so I had to go back downstairs to request towels, etc. Never in my wildest dreams would I think it would take 4 people to get towels for a room!!
Back up to the room again with the towels. I’m still waiting for the a/c to turn on. It’s 95 degrees out and the a/c won’t turn on!! OK, I’ve now wasted 2 hours with trying to check in and get settled. I’ll go grab a bite to eat and when I get back the room should start cooling off. WRONG, wrong, wrong!!
I go back downstairs again to let them know that the a/c is not working and I get sidetracked by the other check in person. He shared a few things with me, namely that nobody from the hotel had called. He then asked what the hotel could do to make things right. It sounded like he actually cared about what was happening. At that point Ranae along with another guy magically appeared out of nowhere. She interrupted and asked if “extra points” would make the experience go away. Go away?? Hardly!! She then asked how many points I wanted and I told her that she could probably come up with an acceptable amount. I just left it at that.
In the meantime, I had gone to fuel up the car at the gas station next door. I don’t recall seeing the homeless people hanging out on the lawn at the Fairfield Inn when I came back from dinner. But there they were, hanging out on the lawn with their dogs and belongings. All 6 of them!!
I get back inside the hotel and now the elevator is having some issues. After waiting for more than 5 minutes, even the “up” light has gone out and won’t light up again. There is a housekeeping staff member waiting with me to go up and she went to the front desk and got the second guy that was there before. I believe he was the real manager of the property. He came over to the elevator and said he didn’t know what was going on with it. He then opened the closest with the control panel and whatever he did in there got the elevator running again.
It’s now bedtime and a/c still isn’t working. I had forgot to mention it when I got sidetracked earlier, but I was so tired at this point, I figured I would just deal with it.
Once the television was turned off, the room became really noisy. I could hear the traffic outside!! I went to the window and it was open a little bit. And it was open enough that it was off of its track Guess what, it is off of its track so much that it’s not going to close. It’s not going to pop back into its tracks because the track is warped. I’m in my nightclothes and there’s no way I’m going back downstairs.
With it all said and done, I should have gone to the Hampton Inn.
I should add that my room was dirty and smoked in. The bed was not at all comfortable. The noise level was beyond ridiculous. The breakfast was OK and that was it. And I most definitely did not feel safe.
My stay was 3 weeks ago. I have not received any follow up from this property regarding my stay. I have not received any extra points for my so-called inconvenience. I have contacted the corporate office and I honestly don’t expect a reply.
Ranae, there were many ways you could have made this better. First and foremost, if you had asked me if it would be okay to move to your sister property I would have been more accepting of the overbooked situation. Secondly, don’t lie to your customers/guests. Honesty goes a long way. Ranae, you asked for my cell phone number numerous times and each time I told you that I don’t give it out. One time would have been okay to ask, not numerous. I also have a detailed list of all calls received while I was on this trip and there is only 1 incoming call on the specific date and it’s from my auto repair facility.
And for any hotel property that gets itself into an overbooked situation, ask the guest if they would like to cancel without penalty and move to another property on their own. Honestly, I would have done that and just stayed across the street at the Holiday Inn Express.
I will never consider staying at this property again. Avoid this property if at all possible!!