Fairfield by Marriott Inn & Suites St. Joseph Stevensville — Hotel in Lincoln Charter Township

Stayed for seven nights in March for Spring Break. I brought my two kiddos and significant other. We were staying with a special Marriott Employee family rate.

Upon check in, I was expecting the usual routine (I've worked at a Marriott Fairfield and stayed at many Marriott hotels for pleasure) but instead the 2nd shift employee asked my name and then said "I'll be right back with your key." He has a speach impediment it sounded like but I was expecting to get his name, submit my authorization form, swipe my card, get told about the hold for incidentals, go over amenities (breakfast, pool), etc. I got none of that. He handed the card and didn't even direct us to the elevator, we had to walk around looking for it.

The room was clean and the key card worked, so I was pleased with that.

My other issues included the pool, breakfast, housekeeping, overall friendliness of the front desk, and the specific indicent I had with an employee.

The pool was drained and I received an email from Marriott about check in a week before arrival that stated the pool was closed. I immediately called in, as my kids were looking forward to swimming on spring break. The kind woman who answered said she would check with maintenance and call me back. She called two hours later and said maintenance stated it should be fixed but they needed the health department and another group to inspect it and it could take longer. She gave other local recommendations. It was closed during my entire seven night stay the following week except the last night and the filter wasn't running properly and it was ICE cold water.

Besides the pool, breakfast was one of the main key factors of choosing this hotel. Please note, their "hot" breakfast consists of steamed spinach quiche, steamed breakfast sandwiches, and pre-made belgium waffles. Breakfast is awesome IF you're down there before 8 AM. Breakfast is between 6:30 and 9:30 M-F. When you show up after 8 there is none of the hot items, it's so disappointing. There are also fruit flies all over the coffee station, near the trash, and by the tables. The coffee doesn't taste good.

The confirmation email I received and the website lists housekeeping comes every other day, so I was expecting at least housekeeping to knock every other day. If no answer they would change sheets, give new towels, soap, shampoo/conditioner, take out trash, and vacuum. Instead I came back each day to no changes to my room. Since we arrived Saturday, I thought they would come Monday but they did not. They did not come AT ALL until Friday. I had to request toiletries from the front desk on Wednesday. When she knocked on Friday, my 4-year old was taking a nap so I couldn't get linens changed or the floor vacuumed, instead I just requested fresh towels. She was very nice, fast, and polite.

Regarding the front desk staff, there was one lady with long wavy hair that seemed very polite, smiled a lot, and was overall friendly. Besides the woman, the older gentleman who appeared to be the manager, and the man mentioned below, the front desk was not friendly at all. The front desk staff need to up their game and greet each person that walks in, offer to assist, and be informational about the hotel services. It was disappointmenting that while staying an entire week nobody regularly greeted us or talked to us.

An especially negative time was when a man used a key card and walked into the room with my kids and I inside, said something unknown, and walked out. This made me very uneasy.

There was one man who was working Friday evening (3/24/23) that basically made up for everyone else. I wish I caught his name but we expressed a few issues with him such as the pool and housekreping and he did everything he could to try to help. He offered to lend us a vacuum cleaner for the room or whatever we needed. We brought down some trash and he threw it in the back. He was friendly and helpful. He mentioned they are short-staffed, especially with housekeeping and many employees just don't show up to their shifts.

Overall, would not return...

My fiancé booked a reservation for a one-night stay on July 4th, at the Fairfield by Marriott, St. Joseph Stevensville, for our holiday weekend. We called the hotel ahead of our two hour drive and was informed that check-in times were running behind and it was suggested that we arrive at 4pm instead of the 3pm check-in time, in order for us to be accommodated with the king room that we reserved. We agreed and upon our arrival to Stevensville (around 4:20 pm), we were told that the king rooms were still not ready and that the hotel had a full house the night before and the elite members were allowed a 2pm late check-out; which accounted for the delays in turning over the king rooms. We were frustrated, but decided to make the best of it and visited one of the local parks to pass the time.

The hotel staff advised that we would receive a call when the room was ready. Around 5:30 pm, we still had not received a call from the hotel. We called to check on the room and was again advised that the room was not ready and the staff did not know when the room would be available. We were upset at this point and the temperature was well above 90 degrees outdoors. At this point, we were hot, exhausted, in need of a shower and hungry. We decided to drive around the city of St. Joseph to again pass the time; making several phone calls to the hotel to check the status of our room. FINALLY, AROUND 7PM, WE MADE THE DECISION TO JUST DROVE BACK TO THE HOTEL TO CHECK THE ROOM STATUS IN PERSON, SINCE WE NEVER RECEIVED A PHONE CALL ABOUT OUR ROOM! The male staff member stated the room was ready and apologized for the inconvenience. We asked what would be done about the fact that we were not able to check-in until 7pm and he stated he had emailed his manager to advise of the situation and would get back to us.

The following morning, at check-out, we were told by the same male staff member that nothing could be done for our inconvenience. WE ARE BEYOND UPSET! Imagine looking forward to a much needed getaway, only to receive this kind of service, inexcusable delays and excuses. Additionally, our receipt states that we checked in around 5:30 pm. We asked the male staff member to change this to reflect the correct check-in time, which was 7pm and he stated he was unable to change the time in the system because the room was technically available at 5:30pm. That is an outright lie! IF YOU THINK THIS EMAIL IS FRUSTRATING, IMAGINE OUR EXPERIENCE!

The room was not available at 5:30pm and we were never contacted by your staff or provided with any updates. We in fact, called the hotel several times between 5:30pm and 7pm and was told the king room was still NOT ready.

The male staff member also advised that he would note the file to reflect the correct checkout time of 7pm. I asked, who reads the file notes and he stated the general manager. We requested your information, to contact you directly. This is our first and hopefully last step, in hopes of rectifying this situation and our experience with your hotel.

We fully expect to pay for the time we spent in the room and have done so. Our room rate needs to be pro-rated for the 4 hours (3pm – 7pm) past check-in time, when the room was unavailable to us. This is the very least that should be done here! We still cannot believe our experience and we would like a response asap. This completely...

I am a member of the Marriott rewards program, and this particular location is conveniently situated only 10 minutes away from my workplace. During my initial stay, the front desk attendant recognized that I worked for a local company and kindly offered me a discounted rate. However, I noticed that there were no cups of any kind in the room, so I had to go down to the lobby to fetch some coffee cups. Additionally, the bathroom was not adequately cleaned, as there were still towels left in the shower. Despite this, I decided to overlook it due to the late hour.

On my second visit, the same front desk attendant recognized me and once again provided me with the discounted rate. The room had similar issues, but they weren't significant enough for me to request a room change.

During my third stay, the receptionist was experiencing computer problems and had to reboot the system. She estimated that it would take around 15 minutes, but even after that time had passed, the computer was still in the process of rebooting. It seemed like she realized that she could manually handle the reservations from the back room, so she proceeded to assist other guests. When it was finally my turn, she informed me that my reservation couldn't be found.

In response, I opened my laptop and made a new reservation since there were plenty of available rooms. It became apparent that the hotel had difficulty keeping track of their clean rooms.

Upon returning to the reception desk, the attendant informed me that I had two reservations and mentioned the possibility of being charged for both. I explained that I made the second reservation because I was informed that I had none. She assured me that she would do her best to cancel the second reservation but warned that it would take some time, which was quite frustrating.

When I inquired about receiving a discounted rate similar to my previous stays, she seemed unsure of how to proceed and suggested that I should contact my company to arrange it. I informed her that I had stayed at the hotel before without any issues regarding the discounted rate. She then mentioned that she would seek guidance in the morning on how to apply the discount. However, to my dismay, she immediately contradicted herself by informing me that the two gentlemen sitting in the lounge had already been given discounted rates.

Adding to the disappointment, I discovered that the toilet in the room had not been cleaned, as there was still waste present.

On my fourth and fifth visits, I was not offered the discounted rate anymore. Considering the consistent issues I experienced at this hotel, I have decided not to stay there again. Based on their track record, I believe I can find better rooms and service...