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“Terrible customer service” 2 of 5 stars
Review of Fairfield Inn & Suites Youngstown Austintown

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Fairfield Inn & Suites Youngstown Austintown
2.5 of 5 Hotel   |   801 North Canfield Niles Road, Austintown, OH 44515   |  
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Ranked #2 of 9 Hotels in Austintown
Chicago, Illinois
Contributor
19 reviews 19 reviews
6 hotel reviews
Reviews in 15 cities Reviews in 15 cities
5 helpful votes 5 helpful votes
“Terrible customer service”
2 of 5 stars Reviewed February 20, 2013

This is my second time to stay at this property within the past 2 months. First time, no issues. This time, however, is a completely different experience.

Upon my arrival to the hotel, the temperature outside was 12 degrees. When I got to the room, there was not one breath of heat turned on in the room. It took 2 hours with both heaters turned on at the highest setting before it was even remotely comfortable enough to take off my winter coat.

The second night, I was jolted awake at 2:00 a.m. to the crashing of a garbage truck picking up the hotel's dumpster(s). At this time, I also heard a whistling sound coming from the window. Upon further investigation, I discovered that there was a steady stream of cold air coming through the window, between the two panes of glass, clearly indicative of a broken/missing seal. I immediately brought this to the attention of the front desk.

The next afternoon, when I returned to the hotel from work, I spoke with the General Manager of the property. I got moved to another room, but was made to feel like I was being granted some grand favor for being moved to a room that was in a reasonable state of repair and environmental comfort. I was also "given" a measly 5,000 points in my Marriott Rewards account, but that was not until I argued that the original offer of 3,000 points was absolutely unacceptable. Oh, and I was given a coupon for a market item, such as a $2.00 bottle of soda.

That number of points barely covers one-third of the number of points it would take for 1 night of a reward stay at this property, much less the number of points it would cost to stay at a property that I might actually use points to stay at, in a more desirable location.

Having contacted, via both phone and email, Marriott customer service, I was informed that any points "restitution" is at the sole discretion of the individual property, and the GM has refused any further points compensation for not just one, but two nights of discomfort and hassle.

I am not a high maintenance traveler. If I were, I'm quite sure I would not have elected to stay at a Fairfield to begin with, being one of the, if not the lowest level brand in the Marriott lineup. But I certainly expect better accommodations and service than I might expect to encounter at some cheap roadside travel lodge.

As a weekly business traveler for the past 11 years, I have never experienced such abysmal customer service at a hotel, especially from a mainstream brand such as Fairfield and Marriott.

My business goes back to Hilton from here on out.

  • Stayed February 2013
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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86 reviews from our community

Traveler rating
    24
    35
    17
    7
    3
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (15)
Date | Rating
  • English first
  • Any
English first
Frankfurt, Germany
Senior Contributor
42 reviews 42 reviews
11 hotel reviews
Reviews in 21 cities Reviews in 21 cities
17 helpful votes 17 helpful votes
3 of 5 stars Reviewed January 10, 2013

Hotel was clean and staff were helpful. Breakfast was a nice hot selection. Arriving at night it was a bit difficult to follow signs to the entrance as they seemed to direct you into a gas station. Surrounding the hotel are numerous "adult" entertainments/establishments, and it seems to be more of a truck stop type location. We were in the area attending a funeral, so location to the small town was convenient.

  • Stayed December 2012, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
lilly pa
Senior Contributor
23 reviews 23 reviews
10 hotel reviews
Reviews in 10 cities Reviews in 10 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed November 23, 2012

Stayed here for business 2 days before Thanksgiving. The place has recently been renovation, is was clean comfortable welcoming. The staff was very helpful and friendly. with several family staying I thought it might get noisy but it did not. Breakfast was a nice surprise actually had hot food available.most Fairfield Inns have the microwavable Jimmy Dean breakfast sandwiches. I also received a complimentary upgrade to a whirlpool suites. Wonderful!!!!!

  • Stayed November 2012, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chicago, Illinois
Senior Contributor
21 reviews 21 reviews
12 hotel reviews
Reviews in 13 cities Reviews in 13 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed October 13, 2012

Hotel was very neat and clean. Two great Mexican Restaurants near by that were not chains. Hotel had printed directions to the nearest grocery store and a great list of restaurants. Great place to visit.

Room Tip: Ask for a room on the 2nd floor it is less noisy.
See more room tips
  • Stayed September 2012, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Connecticut
Contributor
17 reviews 17 reviews
9 hotel reviews
Reviews in 16 cities Reviews in 16 cities
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed August 4, 2012

We give Thumbs Up to Jordan and all who were working there when we arrived on our first stop to Indy for the Brickyard 400 NASCAR race. We always look for a well known chain such as the Fairfield because for the most part, we'll never be flying blind when making a registration on the road.
The television remote didn't work and we called the desk and Jordan was right there with a new one. When it too didn't work, he immediately moved us right down the hall and it was with minimal effort on our part. What a clean, friendly, and welcoming appearance this inn has and how receptive the staff is And I must echo another traveler with the comment about the breakfast - take a look, other major chains and get rid of the powdered eggs and rubber bacon and do what this Fairfield has done, along with the regular fare such as fruit, yogurt and cereal.

What we would recommend, at the inn's earliest convenience, is to replace the thin and sandpapery towels. They didn't seem worn, just very cheap in quality and feel.

We're heading back west in October for a wedding, so most probably, we'll stay here again.

Way to go, Jordan - you are Top Notch with customer service.

  • Stayed July 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Chicago
Top Contributor
55 reviews 55 reviews
30 hotel reviews
Reviews in 33 cities Reviews in 33 cities
23 helpful votes 23 helpful votes
5 of 5 stars Reviewed June 29, 2012 via mobile

Stayed one night passing through from New York back to Chicago. Surpringly there are very few Marriott options along I80 in the central/western part of Pennsylvania.

The property is typical of Fairfield Inn with a very small pool and out of order workout room.

Friendly staff, clean room, and a great Mexican restaurant which is next to the I80 exit next to a gas station.

  • Stayed June 2012
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Medina, Ohio
Top Contributor
128 reviews 128 reviews
29 hotel reviews
Reviews in 51 cities Reviews in 51 cities
72 helpful votes 72 helpful votes
3 of 5 stars Reviewed May 7, 2012

Let me just say the staff treats you like a 5 star hotel and the cleanliness is amazing. The lobby is gorgeous! There's just a few minor details I need to point out. A few dirty spots on our pillow cases, housekeeping left us with no t.p., there's very little parking, pot holes in the driveway, the road to get into the hotel has no traffic light (so entering/exiting is a nightmare), it has the SMALLEST indoor pool I've ever seen and 80% of it is 3 ft deep, rooms have no welcome book - you can't find any info on breakfast, amentiies, etc, there's no phone book or local pizza/restaurant/attraction information, and only one luggage cart available. Walls are thin. We could hear doors and all our "neighbors". And the bath tubs are like the pool - TINY! I enjoyed the breakfast. The sausage/egg/cheese bagel was pretty darn good. For what we paid on Priceline I'd probably return.

  • Stayed May 2012, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Fairfield Inn & Suites Youngstown Austintown

Address: 801 North Canfield Niles Road, Austintown, OH 44515
Location: United States > Ohio > Austintown
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 9 Hotels in Austintown
Price Range (Based on Average Rates): $$
Hotel Class:2.5 star — Fairfield Inn & Suites Youngstown Austintown 2.5*
Number of rooms: 75
Reservation Options:
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Also Known As:
Fairfield Inn And Suites Youngstown Austintown
Fairfield Inn & Suites Youngstown Austintown Hotel Youngstown
Fairfield Inn Youngstown
Fairfield Youngstown
Youngstown Fairfield Inn
Fairfield Inn & Suites Youngstown Austintown Ohio

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