I was greeted warmly upon check-in, and provided room keys for room 316. Having stayed in Fairfields before, I knew this would be the dreaded "elevator" room, right next to the elevator on the third floor. I sighed, but accepted as I knew it was a busy weekend with a major event going on, and after all I booked with rewards points, so I wasn't going to be fussy.
When I got to the room and opened the curtain, I literally laughed at the view I had. That particular room was located above the covered entrance to the hotel, and completely blocked by the sloped roof. In the spirit of being positive, I convinced myself it was just "extra privacy." No big deal.
I pulled down the comforter on the bed, and the sheets were clean, but they were heavily stained with what looked like blood. On my way downstairs to get my suitcase, I mentioned it to the front desk and the worker was quick to have housekeeping swap out the sheets. Not thrilled about the state of the room, but the quick response was worth noting.
The manager approached me and told me she had credited back my points for the night for the issue with the sheets and the room not being ready for my arrival. I assured her it was not necessary, but thanked her nonetheless. As long as it was resolved, I was content. I don't expect perfection.
The following evening is when the visit went off the rails.
After a long day, I came back to the property and my key card would not work in the door. I tried no less than 10 times between our two cards, and no luck. I went down to the front desk, and was issued two new cards. After riding the seemingly dangerous elevator back up to the third floor, the two cards did not work either.
Another trip down to the front desk, and I expressed my discontent with the situation. I recapped all of the events since check in that finally pushed me to the point where I asked for them to find me a room at a different property. The person at the front desk said she would make me two more keys, and also accompany me to the room to let me in with her master key if anything went wrong.
Upon arriving at my room with the worker, she inserted her master key, and was still not able to open the door. The lock was not reading her key either. She attempted at least 5 times, and tried the new keys she had programmed also. Her only comment was "well that's interesting." I asked her the obvious question: "So now what?" To that, the only answer I was able to get was that she'd have to call her manager to see what to do. Before leaving for downstairs, she attempted one more time to get the door open, and the card worked. We propped the door, and she tried it again, and the lock had stopped working again. I was told I would have to leave the door propped if I left the room and wanted to get back in! I expressed that was nowhere near acceptable, and advised her to call her manager.
At this point it was shortly after 11pm. I told her while she called her manager to explain the situation, she also needed to secure a room at another property. I was told she would "see what she could do" but most properties were booked up due to the event in town that weekend.
About 20 minutes later, I received a call and was told that there were no other properties in the area that had availability. While on the phone with her, I pulled up the Marriott website and found a room at the downtown location. She told me she was unable to secure that room for some reason. She mentioned that she could book me for one night, but that my remaining nights were full and she was unable to get me in. She also said that the other properties would cost more points, and that I would have to figure that out. I tried to explain that the fact that this particular hotel was having a facilities issue should not resort in me having to spend more on a new room, whether points or dollars. She understood, and even agreed, but cited that it was beyond her control.
For the next hour, I went back and forth with the employee and the general manager. Each time, I explained that it was unbelievable that I would be staying in a room that would have to have the door propped open to have access to. I felt that was an extreme safety hazard, and likely a breach of fire code. I asked to be booked at another Marriott. They couldn't do it. I asked for them to book me at another comparable hotel chain and pay for it. They couldn't do it. I offered to pay for my room elsewhere with the guarantee that I would be reimbursed. They could not agree to that. After accepting there were no good outcomes, and becoming increasingly tired of debate, I decided to retire to my room. Before walking upstairs, I informed the employee that I would be contacting the Fire Marshal in the morning, and requested the property owner's information for direct contact.
It appears that statement magically created the ability for the hotel to offer me options...
I received a phone call from the GM at around 1AM offering to "call every hotel in the city until she found me a room" to make sure she resolved the issue. She offered to pay, and that it would not cost anything out of pocket. Essentially, I was being offered everything that I had asked for nearly two hours beforehand. By this point, the available room at the Marriott downtown had vanished and I had already re-un-packed as I had been told numerous times there was nothing the hotel could do. I advised the manager that I appreciated her effort, but that it was too little, extremely too late. She offered to credit me back my points, which I did not care about. I let her know that there was nothing more that could be resolved at that point, and that while I acknowledge her attempting to resolve, but that by this point, I was going to ride out the last day and a half of my stay, and leave this hotel a distant memory.
Upon checking out, I asked for the hotel owner's contact information again. I was told the GM had some follow up to do, had not left the info, but would likely reach out to me. They verified they had my updated contact information. I made it clear I wanted to speak to the owners and express my feedback.
The only follow up I have received was an e-mail from Marriott.com stating that I had received a "points bonus" which offset the cost of the stay, plus some additional points. While it was a nice gesture, I feel as though the points were issued to deter negative feedback being left.
I still have not received the owner's contact information to this date. Perhaps after reading this review, they will call.
- Official Description (provided by the hotel):
- The Fairfield Inn & Suites by Marriott Indianapolis Northwest has completed a multi-million renovation. The hotel has upgraded public areas and guest rooms to enable guests an experience that promises greater comfort and enhanced productivity. This NW Indianapolis hotel offers spacious rooms and suites that include large flat screen TVs and free WiFi. Hotel services include a 24-hour business center, on-site guest laundry, The Market for convenient food offerings 24 hours a day, and a 24-hour fitness center. Unwind after a long day in the hotel’s indoor heated pool and space. Enjoy social gatherings on the fresh outdoor patio or in the hotel’s great room. Enjoy a complimentary hot breakfast buffet each morning with a variety of offerings to please every palate. Kid-friendly offerings, too! The Fairfield Inn & Suites Indianapolis Northwest is conveniently located off I-465, surrounded by shopping and restaurants, many within walking distance, and local businesses. Many area attractions nearby or just a short drive away. ... more less
- Reservation Options:
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- Also Known As:
- Indianapolis Fairfield Inn
- Fairfield Inn Indianapolis
- Fairfield Indianapolis