Fairfield by Marriott Inn & Suites Kalamazoo — Hotel in Comstock Charter Township

Not Following COVID-19 Health & Safety Protocols On Saturday, Nov. 7th, I attempted to check-in at the Fairfield Inn & Suites by Marriott Kalamazoo on Retail Place Drive. Upon arriving, I waiting about 10 minutes for someone to return to the front desk to check me in. Once the manager, Andrew Benameur, arrived, he apologized for the delay & said he was doing laundry. I immediately asked as to why the group of 10-15 people in the common area were not wearing masks. He responded that they were eating. While there was evidence that they had eaten, they were no longer eating and there was no evidence that anyone had ever had on a mask. I stated that they were no longer eating and inquired if the state mandate was to have masks on indoors. He said yes, but continued to check me in. I continued to express my concern that the hotel was not following health safety protocols and wanted to know why he wouldn't enforce that they put on their masks. At that time, I proceeded to take a photo of the group without their masks in order to report this to the Mariott. He aggressively told me that I couldn't do that because I was attempting to cause him a PR nightmare. I told him it was the common area and I had a right to take a photo of the violation at which time he said that he was cancelling my reservation. I was appalled that I was being treated as if I had done something wrong versus him instructing the large group of people to follow safety protocols and wear their masks or not be allowed to stay in the area. I attempted to notify the police of this matter but eventually just decided to leave. I did notify the Michigan Dept. of Public Health about this hotel's refusal to follow the health and safety protocols of the state and the business, which posted masks must be worn inside. I am a frequent Marriott customer and a stockholder and have never experienced such unprofessionalism, poor customer service, & rude behavior. As the General Manager, this was unacceptable behavior & he is putting customers'...

We stayed at this hotel because if its close proximity to the Wings Event Center across the street. Location is great for events at the rink, and the facility itself is not bad. Service is crummy. They have not been doing in stay housekeeping at all for several months. We could not check in on time because rooms were not ready. Excuse all the time was “We are short staffed.”

Yet, when I asked at the front desk with three employees standing there for fresh towels, I was told I needed to bring down my dirty towels in exchange. Soap dispensers in the showers did not work in our room, and it was two days before I could get replacements.

Waffle maker was not available for use on the days we were there because somebody broke the batter dispenser, so rather than figuring out a way to make it work, they just did away with the service.

The employees who actually were working seemed annoyed anytime I asked for something. The front office women were cranky. They berated me, and never once apologized for the lateness in getting a room or for not having things working. The men were more pleasant, and one of them ended up getting me the items that I needed in our room.

One night, I had to run out to the airport at 11:30 PM. When we got back to the hotel at midnight, my key card did not work to open the front door, which was locked. We banged on the door, called the front office and could hear the phone ringing through the door, but the young man who was on duty never came to open the door. We had to request one of our friends in another room to come down at midnight and open the door for us.

Hotels cannot charge customers normal rates if they are not going to provide normally expected services. And if they are providing services on purpose that fall short of expectations, they need to be pleasant at the very least, not...

Here we are again for another week. I stay here on business for an extended assignment in this area. I use this hotel chain very frequently and know what I should be able to expect. The rooms here are laud since the hotel is near the highway, but the location is convenient. It's a trade-off. There is nothing that can be done about this but you may want to consider this when booking. As mentioned in other reviews, there is no daily housekeeping as it used to be. No towels, bed not made or sheets replaced, room not cleaned, bathroom dirty, looks like not cleaned from previous occupant. The front desk will probably tell you that put the "do not disturb" sign at the door, and that is the reason why your room wasn't cleaned. Breakfast is mysterious. There are yellow little round "pucks" in a stainless buffet container that are soggy and lukewarm, no potatoes, no meat. They look synthetic in nature. The bananas last week had more black than yellow surface area. Cereal and yoghurt are in a table top fridge and look ok as well as the toast and bagels. The coffee cup lids don't fit the cups. If take a to-go cup, you'll probably spill it in the car. There are individually wrapped apples now, a definite sign of improvement. They will not turn black as quickly. The verbal requests at the front desk to get these topics corrected have not gone anywhere over the last many weeks. I was told that I don't get housekeeping every day. My question how that would change the daily room rate could not be answered. I was told that the housekeeping is included in the room charge and not separate. If it is included why am I not getting it then? This would be a great benchmark site for training on how not to manage something even though the facility is relatively new and has great location and potential. Until...