Fairfield by Marriott Inn & Suites Orlando International Drive/Convention Center — Hotel in Dr. Phillips

Do not stay here! Your items will go missing if you call housekeeping!

I checked in to the Fairfield Inn Orlando at SeaWorld location on Friday, September 1st. The women at the front desk explained if I need house keeping to just call in and request for them to come the following day before 11:00am. I called on Saturday, September 2nd at 9:06am to request housekeeping. Shortly after I left for the day and returned around 9:30pm. When I opened the door to the room I quickly realized items I left in my room were no longer there. I started to check the room for the remaining items and to my surprise those were also gone. Thankfully the items left behind were not of high importance however are still my items purchased out by me and should have never been touched. Items missing are a Victoria secret make up bag full of make up and I’m sure we understand how costly that is. Also minor but however still costly other items. I immediately came to the front desk to speak to Caitlin who I will say was very nice an apologetic and immediately went to look for my items in the lost and found, even said she would go dumpster diving if need be but of course u told her that was no necessary. She also continuously asked if there was anything I needed or anything she could do to help, which for that I am very appreciative. She asked I write a statement which you will find attached to this email and told me she would escalate this an I would hear from someone in the morning.

Now, this mornings interaction was absolutely different with your staff. I called to speak to a manager they told me they were in a meeting and would follow up with me shortly. Two hours later still no follow up making me come to the front desk and request to speak to a manger to follow up. As someone in customer service I understand the listen, isolate a situation, be apologetic and help find a resolution. However, what I received from the manager this morning, I think his name was Jack or Jacob was basically in other words your housekeeping staff said they didn’t find anything so there’s nothing that can be done. He also made sure to make me aware they shouldn’t even have cleaned my room as requested due to me not staying a minimum of three nights. At this point you can understand my frustration. I explained to him there’s no reason for me to make this up or lie which is basically how I felt he received this information. I also even explained his housekeepers must not be reading their clipboards properly as they knocked on the door this morning when I hadn’t checked out nor did I request house keeping. Which when I opened the door she said I’m sorry I thought you checked out. So how can anyone remember if they even found my items in my room or not a whole day later, when they don’t even know which rooms are still occupied.

Again I think if my items were of higher importance like jewelry, cash or prescription medications I wouldn’t be getting the run around and vague he say she say responses I am currently getting from hotel staff. Also, I would’ve been making a police report.

I asked for their Regional Director/Manager email and they would not provide. They would only provide their onsite operations managers email, which I am now waiting for a response from.

Keep you all updated!

10/2/2023- Still no resolution. Someone from claims called me a week ago confused as to why this incident happened almost a month ago an they were now hearing about it and would call me back with information, still waiting. No one from the onsite team reached out as...

I was going to give them 4 stars, but they had to go and ruin it all in the end. Here is a transparent review. We showed up late in the evening to check in. Upon arrival, we were we charged an additional fee for a parking pass for each night we stayed, however, no parking was available. Its a small parking lot. They have overflow parking in a small lot of grass which they call "Valet" but that too was filled. Had to park offsite. I was refunded for that parking fee.

The room was decent and clean. It included a mini-kitchen area with a fridge, microwave, small sink, and table. There was a common area/family room with a couch and tv. There was the bedroom which was spacious. Lastly, there was a two-sectioned bathroom. The toilet and shower with a sink and mirror in one section, and then a makeup/dressing area with a sink and mirror outside. Great for multiple people getting ready at once.

On the last day, we checked out and went to an event that was literally on the property next door. We were there for a few hours. Before we hit the road to head home, we remembered that we forgot a pillow at the room. We headed back to the hotel and asked if the cleaning staff turned in the pillow. Here's where the shadiness starts! It was an expensive pillow with an costly satin pillowcase. The front desk manager radioed a Housekeeping staff member(who didn't speak an ounce of English). Fortunately I also speak Spanish. The manager told the Housekeeping personnel to take me to the room to check if the pillow was there. Obviously, the room had already been cleaned and the pillow was not there. I asked who took it. The service person went into a back room and came back with one of their own normal hotel pillows. I said that is not mine. Where is mine? Panic replaced his face followed by lots of mumbling and shoulder shrugs. I went back to the front desk and asked who cleaned our room? Surely you know exactly which person cleaned my room. Ask them where my pillow is. The front desk said only the Housekeeping manager would know that, and they are gone for the day. He took my information and said the Housekeeping manager would call me first thing in the morning. Its been two days and I have not received a call. I have NO PATIENCE FOR THIEVES, THIEVING ORGANIZATIONS, OR THOSE WHO STICK UP FOR AND PROTECT THIEVES! Fairfield Inn... you just fell into that category!

EDITED REVIEW 7/31/23 Finally was put in touch with the head of housekeeping. She was able to locate the missing pillow. I am not going to ask questions as to how. All I care is that it was found and shipped back to me. With that being said, I am adjusting the score from a 1 star up to a 3. To be fair, it would be a 4 if I didn't have to go through that...

This is a very clean, modern, mostly well-maintained and up-to-date hotel in a good location if you're driving or taking the Orlando I-Drive area trolley or public transport. My room was clean and pretty comfortable with a mini-refrigerator and microwave. The staff is, on the whole, very friendly, welcoming, courteous, and tries hard to be accommodating. The air conditioning worked very well, which was very much needed and appreciated in steamy Florida especially in late June. And, the price was great. I do have to also mention several issues that made my mostly pleasant six-day/six-night stay less than a truly wonderful experience: although I booked a room five months in advance for a conference where a block of rooms were reserved for conference attendees, I was not assigned the king room I had asked for. This is usually the one request that is almost always honored. The complimentary breakfast, which is a welcome aspect of a hotel stay, was mediocre and never varied in quality or food offered. The toilet and sink in my room made "percolating" noises and did not appear to ever be repaired. I found it very wasteful and environmentally unsound that the housekeeper(s) discarded the bar of soap by the sink in my room every day! On my last full day at the hotel, my keys mysteriously stopped functioning, so I called the front desk from the house phone near the elevators on the sixth floor. The nice woman who answered the phone sent a maintenance man to meet me by those elevators. After he used his master key to unlock my room so I could put my bags down inside, he advised me to go down to the front desk to get my cards re-keyed or obtain new ones. The front desk person had specifically sent him up to the sixth floor to let me in to the room and to have him go back downstairs to get me functioning key cards so I could avoid the extra trip, but he obviously misunderstood. The Jacuzzi jets for the spa adjacent to the outdoor pool didn't work. As for parking, during the day, for the most part, it was plentiful. If, however, you get back to the hotel after 8:30 PM, parking spaces are hard to find, and many of us had to park outside of marked spaces wherever we could find a spot. At most hotels, all the "little" problems I cited above--maybe even just one of them--would be deal breakers, but, because of the overall comfort, cleanliness, and quietness of my room and location of the hotel, I would definitely go back there should I ever get back to...