Quality Inn Fairmont — Hotel in Fairmont

Go Somewhere Else We stayed here over the weekend. I posted a survey that was sent to my inbox as I am a choice rewards member and have been for a long time.

To give some clarification on the general manager's response to my review, I will give some of the key highlights.

The hotel was running a reduced rate because the pool is out of service. I had initially asked if they gave a military discount and I was told no because "they already had a reduced rate" DUE TO THE POOL BEING OUT OF SERVICE. It was not a discount. It is a reduced rate due to lack of goods and services.

The pillows on the bed were tiny. The 5 pillows the manager talks about in her response were about the equivalent of 2 full sized pillows. Additionally, I don't know if the hotel manager knows this but they actually make king sized pillows. That's what goes on a king sized bed. Anyway, they told my wife they didn't have any spare pillows and gave her a rolled up wool blanket.

The room they put us in had someone above us who was being extremely loud pretty much from the time we checked in until the time we checked out the next morning. He never went to sleep. He was stomping on the floor. He was yelling at the top of his lungs something about "killing people". At 1100 pm I went to the front desk and reported the issue. The lady working was an older lady and she basically told she wasn't going to do anything about it. Then at 0100 am I went back down to the front desk where I found a different young lady who was in the back room on her cell phone not paying attention to anything. I had to raise my voice so that I could break her out of her tiktok trance or whatever had her attention. She immediately copped an attitude with me that got me even more upset. Yes I cussed. But not at her. I still hadn't gotten any sleep at this point and I was very frustrated. There was a lot of back and forth but the jist of the conversation was that she was not interested in doing anything about it either. They asked me if I wanted to move rooms and I asked why they would want us to move rooms. We weren't causing problems and my wife was already in bed.

Bottom line is that this was a terrible stay. One of the worst I've ever had in a Choice Hotel. The manager didn't send an apology, she simply defended her staff and their actions. But if that's how you respond to paying customers, I can see why your staff are so poorly trained and your hotel can't even figure out how to provide extra pillows.

*Dear Michael,

Thank you for taking the time to complete our online survey regarding your recent stay at Quality Inn.

On behalf of our entire team, I would like to apologize for failing to exceed your expectations. You actually did get the military discount without it being applied as that was the rate we were running, which is 25% the original rate. My staff informed me that they did take care of the situation with the room above you but it's also out of their hands if they don't listen. When my staff did their walk throughs, they never heard that room. It's not very nice to assume someone is on drugs if you truly don't know that person. They also informed me, that you were rude and swore at them. They also asked to move you, and you refused. King beds have 5 pillows and that seems to be more than enough for anyone else that has stayed with us.

Sincerely,

Hannah Johnson General Manager Quality...

Im ultimately very disappointed with this hotel. We stayed two nights for a wedding. We could have stayed with family, but we like hotel stays. We didn't expect anything fancy, but we did expect a clean room and a comfortable bed. We found neither.

We arrived around 10pm on a Friday and were assigned room 224. The room reeked of cigarette smoke as soon as we opened the door. We complained to the front desk by phone and I was told that despite being smoke free for 3 years they are aware that this room still smells awful but that there are no other rooms and we could speak to the manager the next day. To the hotel's credit the person I spoke to was genuinely apologetic and so was the manager the next day. The staff seem to be great and genuinely distressed that they are forced into renting out this room by the owner. Also, the bed was awful. I was bothered by the manager implying that she could change our room or compensate us only because we complained immediately that night. It seems that the policy requires that if you are assigned to this room or another with this problem that you complain immediately. No matter how late you get in or how tired you are it sounds like you are out of luck if you don't pick a fight right away.

The next morning I spoke to the person at the desk who had been identified the previous night as the manager. She immediately offered a different room for the next night, either a suite that included a couch or a whirlpool suite. I chose the whirlpool suite and ultimately it was pleasant. Being that we were there for a wedding we literally filled the tub once we got back, decided we were tired, drained it and went to bed. Thankfully the mattress in the new room was more comfortable.

Here is where the issue becomes compounded. The staff had originally told me that the room only has a smell when it is humid outside and I took this to imply that they only rent it out when the weather is favorable, however after the wedding our friends booked a room after having had a few drinks to avoid driving and were assigned to our previously vacated room 224.

Next time I'm in Fairmont I'll stay in the other hotel which effectively shares a parking lot. I can walk 300ft to catch the wedding shuttle at the quality inn.

If this hotel will not guarantee you a room number that is not 224 then do not rent a...

It is absolutely ridiculous that your costumer revues are good, they are defiantly way overrated!! I'll make sure to put some comments at google as well! Costumer service is offal. Heater in room 218 was not working properly. We arrived to room with temperature over 100 degrees. Thermometer didn't work. We asked for help. NOTHING!!! Finely I just unplugged this not working noise heater and went in bed. We all freeze during the night. Woke up around 4am, waited for breakfast, so we can eat and go. Breakfast was very poor on choices and didn't taste not good at all. Kids left hungry. It was a reason we got hotel with breakfast included. We have to travel for next 2 days. Yet, we had to overpaid (for what we got) for stay, and waist time to stop at restaurant to dinning in. (Eat on the go was not in option for us, due to health issues on one of our kids. Your place is joke. I don't even understand how you get any stars. You are worse then motels. For this stay I wouldn't even pay $20. To me, it was desan shelter for homeless people who choose this life stay, but not for normal working human bean. People booking hotel and paying money don't' deserve to experience something like your place. I don't understand how you can legally pass inspections?! I'll make sure do few phone calls and get ready for real inspections. Including kitchen. Disinfections are real issue in your place. I'm expecting phone call from your management corp office. I wouldn't even want to waist my time to talk any of your employee from this shelter. If they are coming to this mess and don't really care about it and letting keep this way. It is relly sad. I'm sorry for my comments. I never leave poor comments, but you asked. I got this email....