Fairfield by Marriott Inn & Suites Hailey Sun Valley — Hotel in Hailey

I am a Marriott Bonvoy member and stay at hotels on an average of twice a month for family adventures.|This was my worst experience customer service wise at any hotel in the past five years of frequent hotel stays from Seattle to San Diego to Sun Valley and everywhere in between. When we visit the Sun Valley/Ketchum area in Idaho we usually stay at the Limelight Ketchum. I chose the Fairfield Inn & Suites Hailey because it was pretty much a brand new property at the time. I also wanted to use my Marriott Bonvoy membership because it was a three night stay (3/17/22-3/20/22) and wanted to earn some points and had seen decent reviews. There was one Google review with a poor customer service rating but that guest was eventually helped by other staff members so I didn’t think much of it at the time. |When my kids and I went to use the pool and asked where the pool was located, we were asked if we had a room key in a harsh and rude manner. Like I stated before, we average two hotel stays per month for the past five years and have never been asked if we had a room key when inquiring about the use or location of amenities. |The other poor interaction with a staff member was upon walking outside to our car with a maintenance staff member whom we greeted with a smile and a hello, only to be blatantly ignored. Again, not an experience we have ever had before. The only good interaction that we had with a staff member was with a housekeeping staff member whom we greeted with a smile and hello and the greeting was returned with the same smile and hello.|After reporting the experience to Marriott Bonvoy member support I was sent an email from David Hansen. I appreciate the return email and effort from him but didn’t feel like I wanted to have anything else to do with this particular property after the worst customer service experience we have ever encountered during...

Giving a 5 star review based solely on the gentleman who allowed us to check in at 3am on Sunday morning, as well as the very busy, kind, professional housekeeping staff we encountered during our short stay. We were in a car accident Saturday night and had to be towed to Hailey. Not a single other hotel in the area had availability or cared to be of assistance. Hotels typically don't let you check in at 3am. The gentleman who took my reservation over the phone and promptly assisted us to get settled was the epitome of going above and beyond, offering water and clearly concerned for us without asking questions or being judgmental. Having been a Marriott employee, I recognized and appreciated his attitude of service and natural hospitality. The following morning was a bit different we were asked by a woman employee several different times if we had a room key while my son played in the pool despite having confirmed to her yes I did have a key, yes I was a paying guest. I realize we were beyond disheveled again having been up all night, being in a car accident and having none of our possessions with us, however being made to feel judged, profiled based on our appearance without even knowing was an awful feeling compiled with all the events we had just experienced in the last twelve hours. No business of hers that we spent a week at a Marriott resort earlier this month and the price of one dinner was equal to my one night stay at this location. She could have pulled my room number up, verified and left us alone instead of interrogation tactics. Needless to say the night auditor probably needs a promotion or some recognition of some sort because he gets it, and hopefully others will follow his example versus the...

Traffic was backed up getting into town around 6PM. The front desk lady was nice. My room was on the 2nd floor. They had fall window coverings in the rooms to block out the light which was nice. My room was right next to the ice machine which initially ticked me off, but there was a long hallway upon first entering the room so there was not as much noise from the hallway. ||Other than that the room seems set up similar to other Marriott hotels I've been staying in. Again a large tv with a menu to go through to get to the actual channels. TV channels did not match the guide which was annoying. Large desk underneath the tv. Two large beds. The fridge and microwave were in the hallway. Again a tiny fridge that doesn’t seem to work unless you push the super cool button. The microwave was high up on a shelf but not over my head like a previous place. ||Bathroom was huge. At first I thought there was no hot water, but it just took a while. Pump bottles in the shower that were nicely scented with lavender and eucalyptus. Good water pressure. The towels were huge! ||There are grocery stores within walking distance but I also used the market by the lobby for something to eat in my room after a long day of hiking. Will definitely stay here again! Love that it...