Fairfield by Marriott Inn & Suites Winston-Salem Downtown — Hotel in Winston-Salem

The hotel itself isn't terrible. Just make sure you don't park in "their" garage.

During my week stay, the access gate was not operational (missing to be more precise). Posted along the entire garage were the typical "not responsible" signs. I never thought twice about parking there because a) there were cameras present to capture any malfeasance and b) what was the alternative?

Early in the stay, someone [presumably] backed in to my parked vehicle overnight and apparently didn't have the spine to leave an insurance card or note. The damage wasn't major, but enough to be a nuisance for insurance/repair. After noticing the damage and making our rounds for the day, I spoke with the front desk attendant and left my contact information in case someone wanted to confess. She told me she would call to get video footage from the city (which I was informed at the time "runs" the garage). I asked had they had to do this type thing before. She said "yeah," they were trying to find out who might have destroyed the aforementioned access gate.

After another day without confession, I walked around the corner to a city building and asked the guard about the cameras. He actually showed me live feed from the city-operated side of the garage, then informed me that the "hotel side" of the garage was actually leased by the hotel and the city didn't operate/maintain the cameras there. Sigh. His advice was to go ahead and file a police report which I did. The police officer that showed up determined it wasn't worth his time to take a photo, estimate damages, ask about the cameras or otherwise. He reluctantly filled out an "exchange" sheet (with only my information on it) and went on to do whatever cops do between fighting crime. His professional opinion was the camera pointing directly at the "scene" couldn't possibly have captured anything. (See photos and judge for yourself.)

With the idea that the hotel leases the space, I figured I would try again at the footage. The hotel continued the line that they didn't own the building and gave me the "didn't I read the numerous signs" that completely exonerate them from any responsibility of any kind speech. After three days of simply trying to find out where one might obtain footage from the cameras through circular conversations with hotel staff, I think we arrived at the following basic principles: a) the hotel is not "responsible" for anything b) part of the garage is leased by the hotel, but the staff seems unaware of this or is trained to point the finger elsewhere c) the hotel cares about your safety and well-being as long as you make it across the street into "their" building first d) evidently, according to the general manager (??), a functional camera would have made near zero difference to the situation because "the person might not have had a tag, or something."

No one, including myself, would expect the garage owner (whoever it may be) to be liable for damages someone else did. I think it is a reasonable expectation, however, for some safety & security measures to be in place to protect guests and their belongings even if they are on the other side of the street. There is a distinction between liability and responsibility; I think the signs have the proper wording in this case.

In a weird twist of irony and karma, the hotel seems to be suffering its own security policies. Since they don't maintain their cameras, they appear to be at the mercy of the city to solve the mystery of who took out the the access gate.

Here's my advice, if you're reading reviews/considering a stay: Don't. Until they take some responsibility to update their policies and maintain your security. If you can't resist, ask them to refund expenses for parking elsewhere.

I see the hotel was quick to respond to my initial review. I'll revise my review after they revise their responsibility. Previous reviews show similar inaction and obfuscation going back at least...

Booked over a year in advance for our son's wedding weekend. We were very specific about our room needs for us and friends and family and chose the room #'s we wanted. The assisting staff was excellent and followed through with every detail. We were there from thurs-sunday and without exception every staff person we engaged with in one way or another was friendly, helpful and seemed to genuinely care about our satisfaction. Even staff we passed as we came and went always spoke and smiled and it felt real! Our impression was that the management must treat their employees with care and respect because everyone seemed to be content and pleasant. I do hope this is the case because they really deserve it and i appreciated each and every one. It is wonderful and unusual experience to receive this service over all areas and it added a special touch to a fantastic family celebration. The hotel was very clean and well kept. The breakfast area was very nice and spacious and the continental offerings were very satisfactory. There is a nice bar that is also part of this area and the bartender was so pleasant and friendly. The outdoor patio with fireplace was just off the bar and breakfast area and was a great Place to relax with friends. This hotel is top notch in every way and we hated to leave. It would be a great choice for business. Couples or families and extremely convenient to most anything you want to do or eat and walking distance to Old Salem. Thank you Fairfield!!

Booked over a year in advance for our son's wedding weekend. We were very specific about our room needs for us and friends and family and chose the room #'s we wanted. The assisting staff was excellent and followed through with every detail. We were there from thurs-sunday and without exception every staff person we engaged with in one way or another was friendly, helpful and seemed to genuinely care about our satisfaction. Even staff we passed as we came and went always spoke and smiled and it felt real! Our impression was that the management must treat their employees with care and respect because everyone seemed to be content and pleasant. I do hope this is the case because they really deserve it and i appreciated each and every one. It is wonderful and unusual experience to receive this service over all areas and it added a special touch to a fantastic family celebration. The hotel was very clean and well kept. The breakfast area was very nice and spacious and the...

I notified the front desk, the first morning of my 2 night stay, of hair in my shower and a USED conditioner bottle, left by a previous guest, for me in the bathroom. She was very apologetic and assured me that she would have my room recleaned for my second night, as if I was checking out that morning. I arrived back to my room that night, only to find that my bed had been made, but NOTHING else had been taken care of. No coffee restocked for the next morning, the shower still had the same hair in it. I went downstairs the next morning at 8:15 am to the continental breakfast the next morning and found the counters in shambles, fruit was empty, no forks available, cereal all over the place, eggs were cold, oatmeal was dried up and crusty, packages of plates/bowls still in the bag, and I had to go through 3 trays to find a clean one. I have photos to prove all of this. The front entrance still has the (now dead) Christmas greenery decor (It's now late March) which further proves the management at this location is not interested in upholding the high standards found at every other Fairfield Inn by Marriott I've ever stayed in. This location needs immediate attention and I cannot imagine that I am the only one who has reported these unacceptable findings at this location.
I reported this to corporate customer service, who assured me she'd take care of it, only to be contacted by THE WRONG LOCATION, wondering why I would send a complaint if I hadn't stayed at their location. ....she had sent my complaint BACK to the location, only sent to the wrong one. I emailed the corporate customer service back to let them know they had sent my complaints to the wrong location, and she apologized and said she'd made a mistake (par for the course here) and would forward it to the correct person this time. It's been 2 days and I HAVE NOT HEARD A WORD. At this point, I'm so frustrated with this whole experience that just doesn't seem to have an end to the mistakes, even at the corporate level, that when I received this survey, I was MORE THAN HAPPY to fill it out. I am just sorry there's no place to attach my photos. It would really give anyone reading this review a good idea of how terrible this is. I am not one to complain....but THIS should not...