We tried to get into this hotel twice. Had a lot of confusion with hotel staff vs. 800 Marriott rewards phone line. Both kept saying we had to speak to the other. We finally left the hotel and went on to our next destination with the understanding that we would try later to see if we could use reward nights during the summer. We did finally get 2 nights confirmed and were able to go back to this property.
Average hotel. OK staff, overall, especially the front desk ladies and the management team. They really didn't seem much interested in going out of their way for their guests, which was disappointing for me. We had been staying in Marriotts all across the whole region for 2 weeks, so this was a stark contrast from what we had been receiving at other Marroitt properties. I don't know if the front staff (ladies) and hotel manager (Karen?) were annoyed at guests who use rewards nights or what, but I thought that's what Marriott rewards was for, to be happy to see regular Marriott guests. It was unusual not to feel more welcomed by front desk staff and especially hotel managers. I recognize it is busy season, but I heard the manager telling more people than just me that they were busy, it was busy season. Not too politely, not too apopogetically, but more annoyed than anything. Not a great way to get folks to stay, or to stay again, or to even think of returning to your property. I was very, very surprised to hear such an annoyed tone coming from hotel managers who earn their living with customer service, over a span of 3 whole days, nonetheless, not just an isolated occurrence. I guess since they are the only Marriott near the beach, maybe they can choose to not be as nice?? There are other hotels, even if they are not Marriotts and if I were to visit the area again, I would consider spending my money elsewhere and not even earning my points, which I love, but the staff seemed that annoyed with guests who were WANTING to STAY, STAY OVER or just in general SPEND MONEY at this property!!!
The exceptions were 1 cheery, ALWAYS SMILING breakfast lady named Wynee who WAS AN ABSOLUTE TREASURE, and 1 sweet housekeeper lady named Lina. Those 2 ladies made us feel more welcome than any one else in the hotel including the manager. Those non-front staff 2 ladies are your shining stars by far.
The rooms were nice, everything was very clean. People were cleaning the property all of the time, which really showed because everything sparkled. The pool was lovely, even though it was a bit small when a lot of kids had to use it due to jellyfish in the Gulf. It was an excellent temp for the summer, not too hot, not too cold, but very refreshing. And the pool overlooks a pond or creek or something, so it had an added nice view. The hotel also has music piped out there, which made it a great place to relax in the sun.
This property is not directly on the beach, but apparently they have a private area of the beach and had a golf cart shuttle to the beach which was really nice. We did not actually use either, but it was a wonderful touch to know it was there if we chose to use it.
The room and hotel were nice, the breakfast was nice, I just would certainly recommend some customer service classes for that manager and her front desk ladies. If we, all of the customers, don't return, your hotel will close. I can tell there's great care taken with the appearance and cleanliness, now just take a lesson from Wynee & Lina on how to be nice to your guests. After all, that's why you got into this career, right?
- Also Known As:
- Fairfield Inn & Suites Orange Beach Hotel Orange Beach
- Fairfield Inn And Suites Orange Beach
- Fairfield Inn & Suites Orange Beach Hotel
- Fairfield Inn Orange Beach
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