Fairfield by Marriott Inn & Suites Virginia Beach Oceanfront — Hotel in Virginia Beach

If I could leave a 0, I would...where do I begin? I booked a studio room for memorial weekend, a month prior to our check in date. After driving 3 hours, we arrive to the hotel with children, and walk into a tiny hotel room. We go back downstairs to let the receptionist know that this was not the room we paid for which was $919. She looks at her computer and her sheet, then goes to the back. At that point, I knew they messed up. So another young lady comes to the front, who is the supervisor on duty she states that gave us the wrong room but because they are fully booked they cant accommodate us. I asked for an accommodation in the price, she said flat out NO! She stated they can TRY to get us in the room we booked the following day but it isn't guaranteed because of it being the holiday. We let her know that we needed to speak to a manger, she said no manager was available. We let her know that she needs to get one on the phone, she tells us that SHE doesn't need to do ANYTHING! At this point I'm livid! She then goes to call someone supposedly in the back, the assistant manager is who she stated she called, Ingram. She reports back to let us know that the assistant manager said that there was nothing that they can do and they don't offer money back. AGAIN IM LIVID! Because this is YOUR fault not any fault of ours! We go back and forth, she comes back and say we can give you $100 off. Absolutely NOT! She then makes "another call" in the back (was never able to do so in front of us) and comes back and refunds us, then attempts to help us find another room, which of course there was none because again it was the holiday weekend. She then states that she will call the manger, above the assistant manager to see what they can do. She comes back and states "I got good news, my manager said we can discount the room for 299.00 tonight and put you in your originally purchased room tomorrow, the studio". She stated that it would be first thing in the morning, and they would move our items to this other room. (which I means makes no sense considering if someone was actually checking out they have until 11am) She also offered us free snacks/drinks from their little market area. Whatever, we took it thinking we would get our bigger room the next day. The room was so uncomfortable that first night!!! So the next morning at 8am I wake up and go downstairs to the supervisor on duty, and ask if our room is available. She knew nothing about what I was talking about. She stated that they are completely sold out of rooms and if they have something available it may be a double bed, but she wasn't sure. She stated she would discount the room to match the price we paid the first night, $299. Long story short, we NEVER got another room, they will tell you what they want to tell you, to get you of their hair. It is sad to overbook and be so rude to people who have traveled for a pleasant stay! There was only one person that was nice throughout this entire experience, and I do not know her name but she has glasses and braids. Kudos to you for not being the other girl working along side of you, because she was HORRIBLE! I would not recommend this hotel ever!

Update-The assistant manager called me, to let me know that she knew ahead of time our room was NOT available, and that they were overbooked. She stated that she was expecting someone to communicate this with us. She stated that because I booked a nonrefundable room, that she put us in a king room to make sure we didn't lose our money. At this point I think this hotel thinks I am an idiot. Yes I purchased a non refundable room, however it is refundable when it is not the room that I purchased! WHEN THIS IS A MISTAKE ON YOU ALL'S PART! You do not put people in a random room and expect them to be happy with it! Then states we saved money by them discounting our hotel. We didn't save money, we were just given a cheaper room. If it wasn't for the kids, I would have left. But I surely will NEVER return! I see why the staff act the way they do. Management is...

One star for the location and beach view.

I frequently visit Virginia Beach, as it is my hometown. However, I am highly unlikely to ever stay at this hotel again as I am very dissatisfied with my experience. Here is a list:

Apparently, there was an issue with the debit card I provided when I made my reservation online. I received an email from a supervisor, Tamela, informing me of the problem and telling me that my reservation would be canceled if I did not respond within 24 hours. I did not see the email until much later that evening because I do not have email notifications on my phone. I called the front desk that night and was informed that I needed to speak to Tamela in the morning - no offer to leave a note for her to call her or anything. I replied to Tamela's email explaining that I had just seen her email and requesting that she call me in the morning. It seems as if she did not thoroughly read my email as she simply emailed me back saying there was a problem with my card again instead of calling as I had asked her to do. This was nonsensical as sending emails back and forth wouldn't have resolved the "urgent" issue with the debit card. Thankfully, I happened to see the email that morning and called. If I had not seen the email, I would have been expecting a call from her as I requested, and she would have canceled my reservation because she either did not properly read my email or because she couldn't be bothered to pick up the phone. I recommend in these situations that they call people instead of emailing as email is not always the best method of communication for urgent matters - if they are going to cancel a reservation "within 24 hours," then they should use a better communication method. In other words, the approach was not solution-oriented. Other hotels have had no issue calling me to inform me of an issue before I arrive. When I called and spoke to Tamela, the first thing I said was that I had requested that she call me but she emailed me a second time instead, and that I was glad I had seen the email as I was expecting a phone call. I'm not sure if that went over her head or if she intentionally ignored my comment, but she had no response to that.

The floors in the hotel were dirty - there were lots of crumbs, debris, etc. in the carpet in the hallways and other common areas. There were sunflower seed shells on the floor in the elevator from the time I arrived to the time I checked out, so this was not a matter of housekeeping just not getting to it yet. It was untouched for days.

The television in my room did not work. There was something hanging from the bottom of it that appeared to be disconnected. The TV turned on, but there was no picture or sound.

There was what appears to be black mold on the curtains in our room. Photos are attached.

There was an unpleasant odor in the room (probably due to the mold/mildew) and in the hallway on the 3rd floor.

The first night, there was no bath rug in our bathroom. We used a towel. Thankfully, housekeeping provided a bath rug the next day.

There are other comparably priced hotels that are better. You truly are just paying for the view...

My son Phillip stayed at Fairview Inn at 1901 Atlantic Ave Virginia Beach VA on Sep. 4, 2023. He noticed that the toilet was overflowing after only urinating in it. It wasn't draining correctly. He reported that immediately to the hotel staff at the front desk. The shorter maintenance man came up. He had a negative attitude about having to fix it. Then he had to use the restroom later on in the evening. He had no idea that it was slowly overflowing while he was in the bedroom until he had to throw out some trash in the restroom and noticed that there was a lot of overflowing water. He was all the way in the 9th floor. His hotel room phone was not working at all. He promptly reported it having to go all the way downstairs.

Then two maintenance men came to his hotel room. One shorter maintenance man told Phillip would have to pay while not entering the hotel room restroom. He was also cussing at Phillip, acting very hostile. The shorter man stood outside the hotel room and did not attempt to fix the toilet. There was not even a plunger nearby. The taller maintenance man also did not do anything to fix the overflowing toilet either. They were not trained to fix a toilet at all. Phillip took video of their inaction and the consequent destruction of the room because of their lack of prompt action.

The Indian owner told Phillip thar he could have a different improved hotel room. Then all of a sudden a fire alarm went off. I overheard the security office speaking to the maintenance men and all of them falsely accused Phillip of setting off the fire alaem after at least a half hour of Phillip moving into the other room. The taller maintenance man said Phillip had to leave. Philip was falsely accused by the maintenance man for purposely destroying the toilet while being with Phillip with him in the elevator along with the security officer. That maintenance man physically threatened him or assaulted him inside the elevator. The security guard has already entered his hotel room without his permission where he had his personal gun lying on a table. He also has a concealed carry permit. She falsely accused him of brandishing a weapon. This never happened. They kicked him out of the hotel even though the owner promised him another room since there was a faulty toilet. He has video showing that the maintenance man purposely left the area where the toilet was overflowing extensively. He also has a video of the maintenance man, the hotel worker, and the security guard taking him out and he was never...