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.