Fairfield Inn and Suites Rochester East — Hotel in Town of Webster

I arrived at this hotel in the middle of February for business trip provided by my employer. The check in process was smooth but it went all downhill from there. I woke up prematurely early in the morning on Monday hot, sweating, and exhausted. I ran over to the thermostat to see the thermostat was set at 68 degrees and in cooling mode, which I had left it at the previous night. However, the thermostat was reporting that the temperature in the room was an astonishingly 77 degrees! I immediately called down to the front desk. They said that the maintenance person would be there at 8am to correct the issue. I arrived back at the hotel in the evening after work to find the room at 76 degrees! I called down to the front desk and one of the two employees came up to take a look, verified what I was seeing, then transferred me to another room on the same floor. In the second room I stayed in, I found the low and medium setting for the blower fan speed on the thermostat did not work, however I tolerated the noisy high setting to have a cooler room.

Both rooms had a design failure with the shower, shower head, and glass doors. The glass doors did not seal properly at the bottom, the shower head was not adjustable, and the lip on the base of the shower was not tall enough to prevent water from splashing out of the shower and onto the floor, leaving a lake of water outside the shower despite the towel mat placed on the floor outside the shower door. There was also a design problem with the location of the toilets in relation to the sinks. To use the sink, you had to wedge yourself between the sink and the toilet!

I arrived back from work on Tuesday evening, placed my bags on the bed, then started working at the desk in the room. I then began hearing a strange tapping sound on the bed behind me. At first I thought the noise was one of my bags settling, but after I kept hearing the sound, I turned around and started moving my belongings around to locate the sound. Suddenly, my hand was wet. I then saw something drop from the ceiling. I looked up and saw the ceiling had a massive wet spot and water dripping down from it in two spots onto the bed below and my belongings. Upon further inspection, I saw the white sheets on the bed had been hiding two massive wet spots entirely soaking the bed.

So, now it was onto the third room, this time on the 2nd floor vs the third floor. On Wednesday evening, I came back from work around 9:30 PM to a party in the...

This Fairfield Inn & Suites badly missed our expectations. First let me posit that Melissa was the bright spot in the front desk staff – capable, friendly, pleasant, and accommodating, she should be promoted. There ends the positive aspects of our stay here. Marriott’s interest in their Ecofriendly score is interesting – we are all for saving the planet, and am willing to do our part. However, this hotel’s stated policy of ‘being green’ by keeping room temperatures at 64F, particularly when the outside ambient temperature is in the teens F, is idiocy. Melissa went on to explain that the heating system, to be ‘green,’ is set to maintain 64F when unoccupied (even while the room has occupants, who may have, say, gone sightseeing or shopping or out to dine). When we complained of the coldness (having waited an hour and a half, in anticipation of, having set the thermostat to 78F, warming the room…at the end of which period, the temperature had only risen to 66F), Melissa, very apologetically, indicated that ‘those corner rooms take a long time to heat up.’ Wishing to have a habitable temperature accommodation prior to checking-out, we asked and were given another room, and at Melissa’s suggestion, a space heater to augment the hotel heating system. Though this provided a marginally acceptable solution, it seems absurd. That this hotel keeps space heaters on hand tells me two things: first that this heating issue we experienced was not a first here, and second, though I am no thermodynamics engineer, I suspect that the use of space heaters is considerably less ‘green’ than maintaining a livable temperature using the main-plant heating system, though I may be wrong. One of the motivating factors in our selection of this hotel was the advertised amenity of an Indoor Pool. When we arose the second day of our stay, the pool was closed ‘for maintenance.’ When asked what the reopening prospects were, the front desk person responded, “Gee, I don’t know.” On being pressed for a better than this sub-optimum response, they did express to, and did ascertain a guestimate of 1 ½ hours. Also of note: scuffs, dents, broken furniture, and general signs of wear abound (this is not what we expect in a hotel at this one’s tariff level). Additional additional note: In what I feel is an affront to the customer, it was explained to me on several points that there was no flexibility in dealing with us as we had reserved "through a third party." ...

I rented this room for me and my mother for a very big wedding, this pass Sunday the staff was cute in the morning the guy that we told that the hot tub wasn’t working just told us to get out since it was just gonna get colder he didn’t put an out of order sign on it or anything just kept it cold and open!! This was at 8 or 9 at night!! It’s the whole reason I did this was to use the pool and hot tub!! Pool was also cold !! Hope your a heavy sleeper you can hear every door close in the floor … I felt worse waking up then I did the morning I came from my own house the beds are hard so if you like a soft bed you won’t like these like I didn’t !! I spent almost 200$ dollars for a room and left sleepier then when I got there!! Wasn’t a fan of this at all I won’t lie the only thing that saved it was the breakfast!! That didn’t help me sleep though unfortunately!! The rooms are clean but if I can’t sleep from hearing all the other guests then what was the point of renting this hotel I should have kept my money and came home honestly the breakfast wasn’t worth 185$ sorry … maybe you should make sure the pool and hot tub are working order for a holiday weekend the pillows aren’t it either I recommend bringing your own I should have my neck hurt so bad the rest of the day when I checked out and I’m not being dramatic in the least !! The snacks they sell I paid 6$ for a microwave pizza that was the size of a dinner dish a cup of noodles is $5 dollars and chips was 3$ a piece … so I damn near paid 20$ more due to not having anything else to do the gym had one tredmill and a bunch of weights … wtf is that all the amenities that you offer on your website, you act like they’re in working order and they’re pretty decent, but they’re not!! But hey Melissa was pretty nice…...