Fairfield by Marriott Inn & Suites Lake Geneva — Hotel in Lake Geneva

Extremely Disappointed with Management and Pool Safety at This Hotel

I had a very disappointing experience during my recent stay at this Marriott property, and I feel compelled to share it.

While using the pool with my friends, I initially requested the front desk (Brian) to slightly increase the water temperature. He informed me that only the maintenance team could do that and that they wouldn’t be available until the next day. At a property like Marriott, that seemed hard to believe—but we decided to proceed and use the pool anyway.

Everything was fine until around 10:00 PM when our eyes suddenly started itching, turning red, and became extremely painful. The entire pool area heated up quickly, and the glass walls fogged up entirely, which made us suspect a sudden and excessive addition of chlorine or chemicals. It was unbearable. We left the pool and went back to our rooms in discomfort.

We immediately called the front desk again (an older gentleman this time) and explained the situation. He came to our rooms, saw the condition of our eyes himself, and acknowledged the issue. He assured us that he would inform his manager the next day and follow up.

Sadly, the support stopped there. The marketplace didn’t even have basic eye drops to help with the pain and allow us to rest. Two days later, I called the hotel to follow up, and Joseph, the general manager, answered the call. I was shocked by how rude and dismissive he was. He interrupted me several times, wouldn’t even let me explain what happened, and claimed the pool was maintained by an external company and all readings were “normal.” Instead of showing empathy or offering any solution, he raised his voice and abruptly disconnected the call.

If he was busy, he could have simply told me he’d return the call later. But instead, he chose to be rude, defensive, and completely unprofessional. It’s clear he didn’t want to take any responsibility for what happened—even though the staff at the time witnessed our condition firsthand.

After trying to post this review, I noticed I’m not alone—others have also reported similar experiences with Joseph being rude and unhelpful. That’s very concerning and only confirms that this is a deeper issue.

Joseph, if you’re not willing to listen to your guests or handle issues professionally, then you’re not suitable for your position. Disconnecting a guest’s call without warning is unacceptable.

This incident was not only painful but also deeply disappointing coming from a Marriott-branded hotel. I sincerely hope the higher management takes this seriously—both for future guests’ safety and to uphold the standards people expect...

I have just come back from a business trip in Richmond Illinois, but the nearest company preferred hotel was this one, the Fairfield Inn & Suites in Lake Geneva, Wisconsin. A different state altogether, but only some 20 minutes drive from work.||Check in was a breeze and made enjoyable by a super friendly receptionist who really made me feel at home, despite there being a problem with my main credit card (turned out my bank thought it was a fraudulent transaction).||The lady said that they had upgraded up to a suite. I didn't fully understand what this meant until I got to my room on the 4th floor. I opened the door, and this near palatial room appeared before me.||Two massive double beds (possibly even King Size), a large bathroom with shower/bathtub, a large screen TV facing the beds, oh and an area were there was a sofa and another larger TV. There was a desk and chair in this area, and there were other bits of furniture dotted about.||This room was large. Rechecking my reservation , I had indeed booked a much smaller room. A very pleasant surprise.||View wise I looked over the motorway, which was at times a little noisy, but generally I was perpetually tired on this trip that the noise rarely registered.||The room was comfortable, clean, there were a few problems, but nothing you couldn't deal with - the bathroom counter felt loose, so I didn't lean on it just in case, I had a problem switching to the shower - it just made horrible clunking noises one night, which magically went away, and sometimes you could hear guests in the corridor, though that's more to do with noisy guests than the hotel room.||Breakfast was available, it wasn't great, and it was basically the same things each day (eggs, odd sausages, bacon, cereal, breads), apart from the weekend where waffle irons appeared. It was palatable rather than tasty overall.||The hotel has a gym, I didn't make use of it, but it had most of what you need and it looked really clean.||Nearby you have some shopping areas (there's a Target and a Walmart not too far, as well as some eateries), oh, and Lake Geneva is juuust around the corner (well a short car journey away).||In all, this was a great business hotel, with...

Let me just say this was the fastest check in process I ever encountered. Yesterday, I was able to download the Marriott Bonvoy app and was able to check in online. This morning I got a notification that my mobile key is ready. How cool is that. After getting of work I stopped by a cool pizza diner and then headed over here to spend the night before the obstacle course race I am running tomorrow. The woman at the front desk, Tina was very welcoming. She said I am all ready and passed me my room keys. I turned around and there was a huge sign welcoming all the racers. So cool!

I took the elevator to the third floor and walked into my room. The room was very clean and the bathroom as well as the room itself were very spacious. What amazed me the most were the images on the window shades. I have never seen anything like them before. I went downstairs to see if I can print my race code and spoke to Tina. She was so nice to let me email her my race code and printed it for me as well and told me a little bit of history about the hotel. What struck me the most was that it turns out that the shades I really liked are actually images of the trees of the real farm in Tennessee when you are looking up at them and all the painting around the hotel are from that particular farm. Tina was so knowledgeable and turns out she is the GM and helped open the hotel 2 years ago (during Covid craziness). How cool is that!! The hotel is very spacious, clean and what I loved was the welcoming atmosphere for us. I stayed in many hotels and this is the first one who had a sign for us. Racing in the winter isn't easy, especially doing obstacles in the snow and just that one sign made me feel so appreciated. It's also so fun that most of the racers are staying here tonight and I even met the wife of a guy who helps build obstacles for tomorrow's race! Shout out to Abominable Racers and Good Luck tomorrow. As well as huge thank you and shout out to Tina who made my stay here so pleasant and definitely...