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“Fairfield Inn & Suites Hobby Airport, Houston; Terrible Customer Service, lack of respect or empathy for travelers” 1 of 5 stars
Review of Fairfield Inn & Suites Houston Hobby Airport

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Fairfield Inn & Suites Houston Hobby Airport
2.5 of 5 Hotel   |   8730 Gulf Freeway, Houston, TX 77017 (Formerly Holiday Inn Express Houston - Hobby Airport)   |  
Hotel amenities
Ranked #297 of 461 Hotels in Houston
Kent, Washington
1 review
“Fairfield Inn & Suites Hobby Airport, Houston; Terrible Customer Service, lack of respect or empathy for travelers”
1 of 5 stars Reviewed 4 days ago NEW

We reserved a room through Booking.com. The telephone for the hotel was incorrect and we ended up getting a shuttle to a Fairfield Inn but at the wrong location. We were given the run around by both Booking.com and Fairfield Inn Hobby Airport. Zero customer service. I have to get my credit card company involved to dispute the charges. No one wanted to take responsibility for having an incorrect phone number listed. We felt Booking.com should have refunded our money - it was their website and confirmation page that we got the information from. And, the Fairfield Inn at Hobby Airport manager was uncaring, never apologized for our travel misfortunes, never offered any kind of refund or discount on a future stay. They DON"T CARE!!!

  • Stayed February 2015, traveled with family
    • 1 of 5 stars Location
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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10 reviews from our community

Traveler rating
    2
    3
    4
    0
    1
See reviews for
4
Couples
0
Solo
0
5
Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    2.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    2.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (4)
Date | Rating
  • English first
  • Any
English first
Grand Rapids, Michigan, United States
Contributor
11 reviews 11 reviews
4 hotel reviews
Reviews in 7 cities Reviews in 7 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed 3 weeks ago

We chose this hotel because we needed low cost, close to the airport, and a shuttle to and from the airport. The Fairfield was all of that and much more. When we found out that our cruise departure was delayed as we were checking out, they graciously allowed us to remain in our room until we could go to the ship. The staff was wonderful! The shuttle drivers were very efficient and courteous. The room was clean and well appointed. Free breakfast was a bonus.

  • Stayed March 2015, traveled with family
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rachel M, Guest Relations Manager at Fairfield Inn & Suites Houston Hobby Airport, responded to this review, 2 weeks ago
Gayle F.,

We are very glad that you enjoyed your stay at our hotel. Our staff strives to go above and beyond for each and every guest to make their stay a great one.

I hope that next time you are in the Hobby Airport area for a cruise you will come and stay with us again!
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Los Angeles
Top Contributor
72 reviews 72 reviews
35 hotel reviews
Reviews in 33 cities Reviews in 33 cities
32 helpful votes 32 helpful votes
3 of 5 stars Reviewed 5 weeks ago

I would have to say that this hotel is just average, as my recent stay was on a Monday night. I know that Monday's are busy, yet I still expect the hotel to be clean as I am checking in, walking around, and of course my room.

There were cookie crumbs all over the lobby floor, crumbs in the elevator, and my room was just acceptable. While modern, the guest room was not as clean as I expect from a Marriott property.

The breakfast was below my expectations, breakfast appeared to run out of food items. The eggs appeared to be very watery and the bacon was not cooked all the way. Finally the coffee was not as available upon arrival or at all during 845- 915 that morning.

Room Tip: I would ask for a king room, not a double that was given to you when requesting a king.
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  • Stayed February 2015, traveled on business
    • 4 of 5 stars Value
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rachel M, Guest Relations Manager at Fairfield Inn & Suites Houston Hobby Airport, responded to this review, 4 weeks ago
Kellen007,

I'm very sorry that you found the hotel to not be up to the standard that you expected. This is not acceptable, and I will make sure to bring your cleanliness and breakfast issues up to the hotel team.

We strive to make sure that everyone has a great experience at our hotel, and hope that in the future you will give us another try, and see that the experience you had was not the norm for us.
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Boston, Massachusetts
Contributor
17 reviews 17 reviews
11 hotel reviews
Reviews in 13 cities Reviews in 13 cities
21 helpful votes 21 helpful votes
5 of 5 stars Reviewed February 25, 2015 via mobile

We we impressed with the rooms, beds and staff. Accommodations were nicer than I expected - very contemporary decor. Staff was great- we had lost all our luggage and were headed to a cruise. The shuttle staff took us to the local walmart so that we could purchase some basics. They really helped make a stressful situation - more bearable. Definitely went out of their way.

  • Stayed February 2015
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rachel M, Guest Relations Manager at Fairfield Inn & Suites Houston Hobby Airport, responded to this review, 4 weeks ago
Acadiabenji,

We are sorry to hear about your lost luggage, but we are very glad that our staff was able to help make the trip a little easier with their hospitality.

It's very nice to hear that you enjoyed our new hotel and found the beds very comfortable.

We hope you will choose to stay with us again on your next trip.
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Olathe, Kansas
Top Contributor
603 reviews 603 reviews
94 hotel reviews
Reviews in 144 cities Reviews in 144 cities
197 helpful votes 197 helpful votes
4 of 5 stars Reviewed February 12, 2015

right on the gulf freeway and close to the airport - good shuttle service. Friendly people and good value - noisy on the freeway side, but just fine on the other side. We had a very early flight and it was exactly what we needed to avoid the bad Houston traffic.

Room Tip: on the side opposite of the freeway
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  • Stayed February 2015, traveled on business
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rachel M, Guest Relations Manager at Fairfield Inn & Suites Houston Hobby Airport, responded to this review, February 15, 2015
JimOB1,

We are very glad that you enjoyed your stay at our hotel. We are very conveniently located to the Hobby Airport, which makes us the perfect location for guests travelling in and out of the area.

Thank you for the kind words about our hotel and we are happy that you got a good night sleep.

We hope to see you again when you pass through Hobby Airport in the future.
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Carrollton
Top Contributor
106 reviews 106 reviews
79 hotel reviews
Reviews in 55 cities Reviews in 55 cities
78 helpful votes 78 helpful votes
3 of 5 stars Reviewed February 8, 2015 via mobile

We are always looking for a nice place in the Hobby area to stay. It is always hit and miss. This place was formerly another hotel and was remodeled and renamed so we thought we would give it a try. Well, the beds were comfy, but the rooms were small. This is not a big issue, but the noise from I-45 was an issue. We might as well have been on 45. The windows need to be resealed and some sort of sound proofing. They also only have 1 entrance, which is ok unless you come in really late and have to walk around the hotel to get in. They do have security onsite at night though, so that is reassuring. It is a nice place, but we probably will not be back here unless other places are booked. Need my sleep!

Stayed January 2015, traveled on business

Review collected in partnership with HP W8 pre-load

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rachel M, Guest Relations Manager at Fairfield Inn & Suites Houston Hobby Airport, responded to this review, 4 weeks ago
Jetsetterwannabe,

We are glad that you thought our beds were comfortable. Next time you are in the area, we hope you will give us another try.

Being an airport hotel, our location on I45 is a convenient place. If you come stay again, please request a room away from the highway, and I can assure you it will make a huge difference!
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Michigan
Senior Contributor
42 reviews 42 reviews
13 hotel reviews
Reviews in 15 cities Reviews in 15 cities
12 helpful votes 12 helpful votes
4 of 5 stars Reviewed January 27, 2015

They do a nice job here making you feel like you are getting good value for what you are paying. The place was in great shape and the staff went out of their way to be friendly. The expercise room equipment was in good shape and working order. Nice job Marriott!

Room Tip: Rooms on 2nd floor or higher and facing the back of the hotel will be quiter.
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  • Stayed January 2015, traveled on business
    • 3 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rachel M, Guest Relations Manager at Fairfield Inn & Suites Houston Hobby Airport, responded to this review, February 4, 2015
We are very glad that you enjoyed your stay in our new hotel. Our staff strives to make every guest feel at home. We hope to see you again when you come back to Houston.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Fairfield Inn & Suites Houston Hobby Airport

Address: 8730 Gulf Freeway, Houston, TX 77017 (Formerly Holiday Inn Express Houston - Hobby Airport)
Location: United States > Texas > Texas Gulf Coast > Houston
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Airport Transportation
Hotel Style:
Ranked #297 of 461 Hotels in Houston
Price Range (Based on Average Rates): $$
Hotel Class:2.5 star — Fairfield Inn & Suites Houston Hobby Airport 2.5*
Number of rooms: 69
Official Description (provided by the hotel):
Our Houston hotel's location is perfect for business and leisure travelers, as we are situated near numerous Texas attractions and just minutes from major metro areas. Leisure travelers appreciate our Houston hotel's convenient location near Hobby Airport. Families and friends will be glad that our Houston hotel is within a short drive to Minute Maid Park, Toyota Center, Reliant Park and NASA Space Center. For great shopping, the Galleria Mall is the place to go in Houston. Our staff of Tourism Ambassadors are ready to show you the best of Houston. Our hotel's amenities include 24-hour shuttle service, hot deluxe breakfast, meeting facilities, and free wireless high-speed Internet access throughout the hotel. ... more   less 
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Also Known As:
Holiday Inn Express Houston - Hobby Airport Hotel Houston
Holiday Inn Houston

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