Fairfield Inn Rochester Airport — Hotel in City of Rochester

Very disappointed with their technology and customer service. When I made the initial reservation, I didn't receive a confirmation email, even after multiple attempts online. I gave up, and about 48 hours later finally received a confirmation email. Unfortunately, I saw I had made the reservation for the day before I actually needed to stay. I modified the reservation online to be the following day, and the changes appeared to be applied. Again, I didn't get a confirmation email, but I assumed it would just take 48 hours again. Today, I got a check-in reminder. My reservation hadn't been changed. I called the front desk to try to change to tomorrow, the correct date. The front desk person sounded really harried and told me they couldn't do anything except charge me a $99 cancellation fee and rebook for tomorrow night at a higher rate. I asked her to waive the cancellation fee, and she said she couldn't. I asked who I could talk to to explain the situation, and she said Marriott. I asked for the phone number, and she told me she was too busy to give it to me and she had to help other people and I should just Google it. I called Marriott customer service, explained the whole situation, and the rep told me there was nothing she could do. I asked to speak with her supervisor, who said the cancellation fee was set by the specific hotel and she could call the front desk to see if they would waive it. After speaking with the front desk person who had been so unhelpful to me, the supervisor told me she couldn't do anything and the front desk couldn't waive the cancellation fee because there wasn't a manager on duty. I asked if I could call back tomorrow and talk to a manager, and she said she didn't know that a manager would even be willing to waive the charge. At this point, I was so frustrated, I asked to be charged the $99 cancellation fee and walk away. The supervisor told me she had never said anything about $99, it would actually be the full price of the room, so $240-something. I realized this is a company that doesn't care about actually working with its customers, and they make money off of customer errors. I won't stay at a Marriott...

Their general manager Brianna is very rude and does not understand how to talk with customers. She is on an ego trip. Most of the staff members who pick up the phone when she is not there, are afraid to commit anything to customer queries. Apparently, all of her staff is terrified that she might fire them. So good luck getting your answers right away when Brianna is not at work. You have to wait, because it is the Republic of Brianna..She is going to decide for you and no on else can. I asked her why are you treating customer's this? her answer was "I understand the hotel Business as I have 4.0 GPA, I am treating customers correctly".

I had cancellations of my reservations due to my flight being cancelled owing to inclement weather. I was stranded at Milwaukee airport. I called the Rochester Fairfield inn Airport hotel and told her about the situation. She canceled my reservation and transferred it to another date. I ended up never reaching the hotel due to my flights being cancelled /rescheduled. My credit card was still charged twice for both the reservations. This was 7 days ago and I haven't yet seen a cent of my money refunded. Be careful when you give Brianna your credit card information. Because she will find a way to charge your credit card and you will be chasing your own tail in getting your money refunded, let alone you have to deal with her rudeness. (4.0 GPA!), yes, as God is my witness, she said that!

I called Marriott customer service and complained about her, they took my fight information and confirmed that indeed my flights were rescheduled. Marriot sent note to Brianna and told her to refund. She said i'll get half of the total amount charged. But, still I am waiting on any refund. I don't know how long this is going to go. It is funny how a reservation with no stay can still give you bad experience. That’s only possible to a hotel manager on an ego trip...

I arrived at the door to my room to find the door left open and ajar using the dead bolt lock. I knocked and then entered the room. The two beds were made, but the one bed had the pillows scattered about like there was a pillow fight. I also set the alarm on the room clock, after having also requested a wake up call for 3:45 AM at the front desk when I checked in. I turned off the light on the bed stand, and then realized that the clock was not lighted, so I naturally woke up every hour, checking the time, to make sure I didn't miss the flight. After waking every hour to check the time, I finally got up so I could get ready. I went to the bathroom, and surprise, no towels! I went back to the phone to call the front desk, and the phone was dead, so I certainly would not have gotten the wake up call. And, I mean dead. I checked the cord and it appeared connected. There was no dial tone, and lights on the phone. Not being able to call to ask someone for towels, and not having much time I left to leave before my very early 5:30 flight, I went on a cross country flight without a shower. As I walked down the hallway from my room, the floor was covered with white paper like confetti. Obviously, no one uses a vacuum cleaner here. A totally unsatisfactory experience. The night shift person, who was very apologetic, asked me to write the manager a note, disclosing my issues. She said the manager would be in at 7, and would probably contact me. It didn't happen. Maybe this time of experience happens all too often, that they are numb to calling a clearly unhappy guest. I have used this hotel when I have early morning flights, and the overall experience has been uneven in satisfaction, but never this bad. This is what we are stuck with though, as it is the only game in town for a convenient hotel for an early morning flight. I will drive the hour from my house...