We booked at the last minute directly with the hotel after reading the glowing reviews of the property. We arrived at the hotel, checked in, and went directly to dinner. When we went to our room we discovered that the room was unmade. He beds were not made and towels were everywhere. We told the desk clerk and he told us to wait, he would clean the room. Sorry, that is not acceptable to have a 20 something, inexperienced desk clerk to make up our room. I can only imagine how bad that would be. He called the Springhill Inn, rooms were available, and gave us directions.
When we arrived at the Springhill Inn, and told the clerks what happened, they asked for our "walk letter" since the Fairfield was effectively oversold and should pay for our night's stay at the Springhill. We were not offered a thing from the Fairfield for our trouble of going to another property.
Our thanks to the clerks of the Springhill Suites for handling the situation. This is where you should stay. If you have a customer service problem, it will be taken care of.More