Fairfield by Marriott Inn & Suites Durango — Hotel in Durango

Not a good place to stay - DIRTY sheets and uninterested manager! We turned down the bed to find someone else's body hair all over the sheets. We called the front desk and were told she was the only one on duty that night so she could try to help us change the sheets as soon as possible or we could pick up the sheets and change the bed ourselves. It was late so we chose to change our sheets ourselves. It took 3 trips to the front desk to get the right sheets. We also had hair on a bathroom towel, hair on the bathroom floor and in the shower, and a candy wrapper on the floor next to the bed. We asked twice for the manager to be told about our dirty sheets. We never heard from him and when we received our bill in full and asked to speak to him, he didn't even apologize or offer compensation. We told him we were surprised about that. He said he would have to talk to the owners. He sent an email a couple days later offering double our Marriott points and he did apologize then. We wrote several emails to him and to the Marriott Office of Consumer Affairs, over the next couple of weeks to ask for at least one night's compensation since we had to change our own bed and had a dirty room and towel. We also let the manager know that upon checking in and telling the person at the front desk we were riding the Durango - Silverton train, she told us how awful the train is, that all the locals hate it because the train starts all the fires and all the train company owners care about is money. Not used to hotel personnel telling you to not do the tourist things in their city that help keep them employed! This hotel is a Category 5 hotel and would take 30,000 - 40,000 points for a night there. We were offered 1% of that amount in points. The points we were offered are equivalent to just over $5 if we were to use them to pay a Marriott bill. We were so disappointed in the manager's condescending manner and lack of empathy and in his final offer of a small monetary compensation along with the points. We were very surprised the Marriott Office of Consumer Affairs agreed with him. Both the points and money added together don't even equal half of what we paid for a night there. The Fairfield Promise states that up to one night will be compensated. Hard to believe dirty sheets and having to change your own bed don't qualify for that promise! This is not the Marriott experience we have had in the past. As we told the hotel manager and the Marriott Office of Consumer Affairs, we now realize our Marriott loyalty is very one-sided. So disappointed. Would not...

Have stayed here several times, some good things, some not so great.

Durango is a tourist destination, so hotels are very expensive, one night here was over $300. Maybe a good price for an upscale hotel, but this is a basic hotel, nothing fancy.

The good is the hotel is new, clean, and modern. A hot breakfast comes with the room, and the people who work the breakfast area are super friendly, made us feel very welcome every day. That was the best part of our stay, they totally went out of their way to make you feel welcome.

The downsides We had an issue with the AC, as the room would not cool. Talked to the front desk twice, they said they checked it, but still could not cool the room, so we had to leave the window open at night to cool the room. We finally figured out that to actually get the AC to come on the you have to set the temp on the AC unit itself, and ignore the wall thermostat, but yet you can control the fan with either control…good luck figuring it all out.

The toilet would not flush unless you hold the handle down, again talked to the front desk twice about this, again twice they said they checked, but the issue was never fixed.

The bathroom lighting is dim around the mirror, not a malfunction, but the actual design itself. All the rooms are like this in every new Fairfield Inn.

The bathroom has a vent, but air does not exhaust through it, so taking shower turns the bathroom into a sauna if the door is closed. If you leave the bathroom smelly, it will just stay that way.

Lastly, when we would come back at night around 8PM the parking lot was filled up completely, so there was no place to park. Two other guests who had the same issue came in while we were asking where we should park. We finally just parked in the main entrance to the hotel while the other guests wound up parking in the handicapped parking spaces.

Will it go back…probably not. Would I recommend…probably not. Just go to one of the higher quality hotels around, may cost more, but all are...

Our first night was extremely noisy. The walls and the ceiling were very thin - guests above us ran the length of their room repeatedly for two-three hours, the guest that had the adjoining room talked loud enough for us to clearly hear his conversation in our room. The continental breakfast on our first morning was less than appealing - many of the food items were not replenished, the vegetarian sausage was so overcooked that they were bricks, the oatmeal was mainly water with some oats floating in it. The food quality was much better the rest of our stay, but the utensils, cups, and plates had run out and the staff did not seem to know where anything was or the supplies were just gone. The food prep staff are very pleasant and helpful, but they seemed to be a bit overwhelmed by the breakfast crowd. We used the "Do Not Disturb" door tag for our entire stay, however we discovered that someone had entered our room and taken our dirty towels and replaced them with clean towels. We did not ask for this service and consider it a major violation of our privacy. The room was not ready for us when we arrived to check in. We had to wait roughly 30 minutes. Each day of our stay we had to be re-issued new key cards to get back into the hotel and our room. We had to get 7 or 8 key cards total. This was a major inconvenience - we should be able to rely on the key cards working to let us back into our room every...