Fairfield by Marriott Inn & Suites Butler — Hotel in Butler Township

Worst customer service experience ever. If I could give zero or negative stars I would. We booked an advanced reservation online for the Butler Fairfield Inn for a stay spanning four days over Thanksgiving for myself, my wife, and our two young children 23 mos and 5 mos old. We had initially prepaid for two nights and redeemed Marriott rewards for the other two nights. Somehow we accidentally double booked one of the nights and received a phone call from a staff member at the hotel the week prior to our check in to advise of the duplicate reservation one of the nights with points. She assured us that we had two prepaid nights and two point nights upon canceling the duplicate. To be certain I called again a few days before the reservation to verify that we were set and was told that we were good to go, we would be getting a reward point credit for the duplicate. The next to last night of our stay we came back to the hotel around 8pm to find the key card didn't work. My wife stayed with the kids while I went down to the desk to get a new key. To my surprise the night audit, Pam W., advised that we needed to pay for our last night. I explained to her that we had two prepaid and two point nights and was told that I needed to pay for the last night. After several attempts to rationalize with Pam I got mad and said to just cancel the entire reservation and that we would leave. I was told that in order to enter the room to gather our things including my baby's formula and bottles, I need to pay! By now I'm furious and Pam then threatened to call the police on me for demanding to be let in to the room to get our things so we could leave. To add insult to injury she claimed that a staff member told us earlier in the day about needing to pay for the final night which was completely false. Not only did no one tell us in person, we had no written notice nor did we receive a phone call after they had so diligently called us prior to checking in. Pam also told my wife that she and the property manager knew that it was just an issue because our reward points hadn't been refunded through the system. This was the worst customer service I have ever experienced at any hotel let alone a Marriott brand property. Pam and her manager refused, in front of my crying, sleepy kids, to let us into the room to get our things until we gave her a credit card that she processed. DO NOT STAY AT THIS HOTEL UNLESS YOU WANT TO BE LIED TO, SCAMMED, AND...

Marriott should remove this hotel and franchise owner form their portfolio. this property and ownership are not up to Marriot standards. the hotel is under renovation which is fine and the new rooms are fine but super basic. We checked into our 2 rooms on a Friday night. In one of our rooms we heard a load alarm type beep every minute or two. my wife called to the desk and they said they would look into it. She never heard back. Called the desk and the front desk wouldn't answer. so she called form her cell phone and they answered. The agent said Maintenance went up and didn't hear it. Which was impossible. I went and found the source myself which was a utility room directly next to our room propped open with a fire extinguisher (safety issue). the loud beep was every few minutes. I went down stair and they finally moved our room saying engineering was now gone for the day.

Second issue, Later at 12:30am the power went out then immediately came back on (sort of). the AC came on but none of the lights or wall outlets were working. After 30 minutes I went to the hall and all the lights were on there and in the lobby. When I went tot the desk I could hear the desk agent on the phone with the owner. When he got off he said engineering was gone and wouldn't be in until the AM. I explained that if the power is only out in my room than the issue was inside the hotel and they needed somewhere here. I went upstairs to wait. I wear a CPAP to sleep so I cannot sleep without power. I went back down at 2:30am to get a status the he said the owner wasn't sending anyone. I convinced him to go look at the circuit breakers and did and reset the breaker form my room (and another person in the lobby) and the power to the room came on. had the owner had any concern for the satisfaction of his guests he would have called in his engineer at 12:30 and this would all have been avoided.

When i checked out I mentioned my issues and the manger was not in yet. The woman took my name and said someone would call. no one ever did. I have called myself a few times to the name I was given which was Maria A. but they said she is not normally there and refused to give me her contact info only a generic...

Reserved a suite for our anniversary for two nights. It's the only time of year my wife and I stay at a hotel. Reservation through their website (not a third party booking app) clearly said the room/suite we reserved had a whirlpool hot tub for two. It did not. The suite was priced well above other suites at the hotel, with the only actual difference being there was supposed to be a 2 person hot tub in the room. After checking in and seeing the room without one, I went to the front desk politely expecting for them to either correct the error (I showed them my reservation showing hot tub for the room), or maybe an apology as clearly their mistake. Nope. The woman at the desk (glasses, somewhat larger), quickly and rudely said all she could do was cancel the reservation. It was right before a holiday (and I was about to take my wife out to eat and see a movie)...or I would have canceled with such an unsympathetic response. I asked her to tell the manager of the issue, next day, no manager apology or even the thought of not up charging me for a whirlpool hot tub that apparently doesn't even exist in the hotel at all. I paid about 100 bucks extra a night to be treated rudely and to be ripped off with a bait and switch. I will never be coming here again and will take my business elsewhere. You should as well, as if the hotel messes up, they won't try at all to resolve their own issue or to even consider extending any sincere apology. They absolutely will not right their wrong. Find a different hotel that will at least give you what you paid for. That's a bare minimum...