I was a guest at the Fairfield Inn & Suites Phoenix March 10-14 I was disappointed with the shuttle service on two occasions. The first experience was on Saturday we walked to a restaurant on 7th and Osborn Road (about 1.5 miles). The front desk staff told us the shuttle goes within a 3 mile radius and before we left we asked the staff and verified that the shuttle would pick us up. When I called at 8:07pm the receptionist told us it would be about 20 minutes and I verified with her 3 times our location. At 8:30pm we received a call telling us the shuttle was at Safeway – the one on 3rd and Osborn which was NOT where we were – she talked with the driver and told us they would be right there. This was the wrong location after I verified 3 times. At 8:38pm we were still waiting and when I called the hotel they told us they would contact the driver to find their location. At 8:47pm I called back and RaLynn told us the shuttle had to go to the convention center. We finally arrived back at the hotel at 9:02pm. Had the receptionist been honest with us, we would have walked. This was unprofessional and unacceptable customer service.
The second instance occurred on Wednesday. Once again, we were depending on the shuttle to take us to the airport – the evening before we departed, we signed up for the 8am shuttle for March 14 (our plane departed at 9:55am). Normally, this would have been plenty of time, but the shuttle driver decided to take 4 people to their meeting destination which was well over the 3 mile radius (30 minutes to/30 minutes from) so we did not arrive to the airport until 9am. We would have missed our flight but luckily the flight had been delayed by 20 minutes. It would have been nice for us to have been dropped off for our flight (priority of missing a flight vs. being a few minutes late for a meeting) and since the shuttle does go to the airport and the other guests’ destination was outside the radius. The shuttle driver did not take any responsibility and there was no apology. I wrote to the hotel manager when I got home and I received what seemed like a canned letter to try and keep my business and gave excueses of why the shuttle service was not working properly.
While I am a loyal Marriott reward member and will continue to stay at Marriott properties, I will definitely NOT be visiting this one again. I recommend all of you to stay at the Rennaissance by the Convention Center or another property.
- Official Description (provided by the hotel):
- Welcome to the Fairfield Inn & Suites Phoenix Midtown hotel located in the heart of Phoenix alongside the Light Rail Line. Our Phoenix Midtown hotel is conveniently located to the Convention Center, Talking Stick Resort Arena, Chase Field Ballpark, ASU Downtown and Grand Canyon University. We are also near Phoenix downtown offices, museums including Heard Museum, a variety of restaurants, and hospitals including St. Joseph's, Phoenix Children's, Dignity Health Care and Banner Health. While traveling to the Midtown Phoenix area, enjoy an abundance of amenities that we offer. Enjoy our complimentary continental breakfast, fitness center, outdoor pool, and complimentary high speed and wireless internet access throughout this hotel in Midtown Phoenix. We also offer complimentary local area shuttle (6A to 10P) along with to the airport for a $10 fee each way. Not only do we offer the amenities you deserve at our Midtown Phoenix hotel, you'll also receive outstanding service along with modern comfort. ... more less
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- Also Known As:
- Fairfield Inn And Suites - Phoenix
- Fairfield Inn & Suites - Phoenix Hotel Phoenix
- Fairfield Inn Phoenix
- Fairfield Inn Hotel Phoenix
- Phoenix Fairfield Inn
- Fairfield Inn & Suites Phoenix Midtown Arizona