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.
Reviewed 23 October, 2020
We had originally reserved two rooms for a 4 night stay, but checked out after 1 night.
1. One of the rooms did not have a smoke detector. When I asked the front desk clerk if the room is supposed to be out of order, he informed me that is was okay and that “we can just hear the ones in the hallway if something happens”. What if something happens inside the room? Should we wait until the rest go off? Obviously safety is not a priority here.
2. The rooms were dirty. Sticky counters, hair and bugs in the bathroom, unpleasant smells.
3. I asked the gentleman at the desk first thing in the morning if we could please have a 1pm check out. To which he responded “no no no, that’s too late”. I then informed him that it was because of the issues we had experienced and we needed to wait a little before being able to move. He still declined. We checked in very soon after.
From a long history with Marriott, this hotel is definitely not up to standards.
Reviewed 29 July, 2020
We enjoyed our visit to this hotel. Masks were enforced. Both Dan and Austin were employees that were knowledgeable and helpful. Upon arrival we were not told exactly what would happen with trash, towels, etc due to covid. This could be improved upon. Possibly supplying trash bags so trash can be set out instead of setting entire trash can outside door would be an improvement. We had a billing issue after our stay was over and both Dan and Jason helped us to handle and we were appreciative.
Soap dispensers and shower heads in shower were great. Beds were not the best for comfort but overall this is a nice hotel with good employees and we would stay here again.
Our stay was OK ...
Reviewed 3 February, 2020
The reviews are all over the boards for this hotel. Our experience was OK. Staff is very friendly. Our room was mostly comfortable, clean and things pretty much worked as they should. The HVAC unit was slightly noisy, the room could have been a bit fresher and the tub and shower could use an update. The hotel could use a bit more clean up, paint up and fix up maintenance. I say that cautiously because I've seen places that are much worse. Don't read that as if the place is falling apart but rather that just a little more paint, cleaner and elbow grease would make a difference here. The breakfast offering was pretty darn good.