Fairfield Inn & Suites by Marriott Flagstaff East

Young lady at front desk went above and beyond with my situation. The item needed was returned to me safe and I was most thankful.

Location was great.

Adjoining rooms, one accessible was important

Room was clean and comfortable. Breakfast was excellent tasting.

Cleanliness inside and out.
Breakfast quality was very good.
Miss Torrie assisted me with an issue I had very professionally.
Location is a great one.

So, things started to go wrong when I arrived at 2:45, about 15 minutes before check in time. I had booked 2 King Suites, and neither was ready. The clerk also frustrated me because she kept saying they had “upgraded” me to a king suite, which I pointed out repeatedly was not true, as that is what I booked. Finally, I showed her my reservation on the Marriott App, after she said again “We had you in a standard king.

So we waited in the lobby till 3 PM, at which time we were told one of our rooms was ready and they would bring the key up for the other as soon as it was done.

So, the room they gave us was an accessible room, which I did not request nor want as these rooms have terrible showers closet racks that are waist high and the peephole to see who is at your door waist high. Then, we sat down to watch television and the hue of everything in the screen was blue - I mean REALLY blue. We tried adjusting it but nothing worked. My wife reached out for help and the front desk said they would send someone, but never did - more on this later.

By 4:30, no one had brought the key to the other room. I went down to the desk and the clerk said she would check with the supervisor and went in the back for an exceptionally long time. She never returned, but another front desk associate showed up and asked if he could help me. He went in the back and quickly returned and set up my key for the other room. I asked why no one brought the key up as promised and he replied that it wasn’t ready until just now - mind you this is now an hour and forty minutes after check in time.

At this point I asked about the television. He acknowledged my wife had inquired about it but they had been busy and no one had checked in it yet. He promised to send someone right away, which he did. The person showed up and took one look and basically said it was toast and couldn’t be fixed. He said all of their televisions were from 2016/2017 and this happens. There was no option to replace the TV, the only option was a different room, but given how long it took to get these, we just gave up.

So, late check in, broken promises, and a broken old TV. Plus, as I sit here writing this I have been listening to water from the room upstairs draining for the past 15 minutes - loudly.

The service is really a shame because the exterior of the building is beautiful. It’s in a great location. The bed is comfortable. There are many positives, but repeated service failures and inoperable equipment kill the experience.

Great breakfast