Terrible experience and total mess!
Reviewed 17 September, 2021
There is no really excuse for properties like the Fairfield Inn Watervliet St. Joseph to have poor service and not offer anything to customers even though it is pretty much sold out and charges rates that top $350. It is just taking advantage of the situation. They never made more money, they never offered less, they never had fewer employees, they never cared less.
Picture: dog vomit on the main hallway. Gross! It was still there after 6 hours!
Awful Communication Skills
Reviewed 30 August, 2021
We booked a 2 night stay for my sister's wedding. When we arrived, the air in the hotel room wasn't functioning and the room smelled musty and was very humid. I set the temp lower and left for dinner hoping it would improve. Upon returning at midnight, it wasn't better. I called the front desk and spoke to Tiffany (she even spelled her name when I asked for it - is a very condescending and rude way) I paid for a king bed and asked if it was a possibility to move to another room with better air - without asking me anything or actually having a conversation about what I wanted BESIDES the air, she said come down and get your keys. I wasn't sure what she meant because she hadn't actually answered my first question! When I asked her to clarify, she said well, you wanted a different room. I then assumed she would put me in the same type of room - she did not - and I didn't find THAT out until I had to go downstairs and get keys for both my current room and the new room because she managed to lock me out of BOTH! When I went to the desk, she ignored me and then gave me two keys and finally informed me that the new room had smaller beds - my husband is a very tall man and that just won't work! Tiffany needs training in how to actively listen and ask questions! She was rude, talked over me every chance she got and would not actually hear what I was asking. I ended up staying in the original room with the air cranked to 60 and high fan to make it somewhat comfortable.
The next morning, I had the good fortune to interact with another employee, Marcia, working the breakfast area. She was very helpful, kind and considerate. THIS is how employees should act with customers!! Tiffany should take a lesson from Marcia!!
I would never stay here again. The hotel hallway was smelly and there was actually a big bag of garbage sitting in the hall from Friday night to Sunday morning. Disgusting. The bed was not comfortable and did not have a mattress cover on it - very unsanitary. Good thing I brought my own pillow too - the pillows were flat.
Gave away my 2 rooms booked for a wedding!
Reviewed 13 August, 2021
DO NOT book this hotel for an event for your guests. I had 2 rooms booked in a wedding block for a family member's wedding. The hotel overbooked and gave away my wedding block rooms and at 11 pm the evening or arrival, no room and many hotels were full. Drove 7 hours to have no rooms! I even called to confirm the morning of arrival. to get to a place late and be unfamiliar with the area is a very upsetting experience. I had to call many hotels 20 min away to finally find 2 rooms and it cost me $400 more for the 2 rooms since it was a last minute check in.
Worst stay of our vacation
Reviewed 23 July, 2021
What used to be one of the best stays of our vacation, has become the worst. We used to stay here every year with family and friends. When we a arrived we were told the water park was down because of COVID-19. It was after all masks mandates had been lifted, but ok I understand health and safety. We walked into our room, and there was a horrible mold smell. I didn't expect that from a Fairfield hotel. We told the front desk and they said our room was nonrefundable and no others were available (we came around 5pm, maybe 4 other cars in the parking lot). The front desk attendant came and smelled the room, stating it was musty not moldy. They said they would spray something. We went to dinner and came back to an air freshener smell that quickly faded. Since we couldn't get a refund we decided to try and stay. Upon walking in further to the room, there was pieces of trash on the floor, sticky counters, and trash bins without bags. Still we tried to make the best of it. Then the ceiling light in the bathroom started leaking water. Literally dripping water. We told the front desk who said there was still nothing they could do. I have never felt so dismissed by a hotel as I have here. I once told all my family and friends that they needed to stay here because the hotel was so amazing, now I will be doing the opposite. I've never written a review before but this whole experience made me livid.
No Pool as Advertised
Reviewed 9 June, 2021
Stayed here for one night over Memorial Day weekend for a baseball tournament. The sites (Expedia, hotels.com, Marriott, the hotel's own web site ) indicate it has a pool in addition to an attached water park (which is noted as closed). Nowhere does it say that their advertised pool is inside the separately advertised water park. Nowhere is it advertised that they are not serving breakfast either. Just a nasty sack breakfast. They charged me the full amount and I asked for a partial refund due to their fraudulent advertising. I was denied the refund. I reached out to corporate customer service and the manager of the hotel. They have done nothing. The direct hotel manager was rude in his response as well even when I provide printouts of the numerous site webpages showing that the pool is not marked as closed and that they don't mention their breakfast is a paperbag of yuck. Their front desk manager that day was extremely rude and even said that pools generally are not open anywhere in Michigan. Funny... I was just at Mackinac City and all of their pools and waterparks were open. There were no bathroom products provided either. The bathtub barely drained and the tub faucet dripped incessantly. I won't forget to mention that the bathroom ceiling fan barely worked. For the price I paid I at least expected something! Sad customer service and even sadder hotel. We should have driven 40 minutes south into Indiana.