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Reviewed 20 August 2017 via mobile

Upon first arriving at the hotel, everything was ok. The parking lot was filled with trash, but the interior appeared to be clean. When my wife and I approached the desk we were greeted by Nokia. She seemed pretty inconvenienced that we were there to check in. It was almost 7 pm and the lobby was 3-4 guests deep waiting for rooms. Waiting for rooms at 7pm?? Check in began 4 hours ago. We booked a king suite for our stay, we were offered a queen because "That's all that's left, sorry". That alone is unacceptable for a lifetime Marriott member. Then, a young lady named Heather comes out and asks if everyone is being helped. I explained my situation to her and she found us a king suite immediately. It was clean and ready to go in her computer but not Nokia's? We could overhear Nokia telling her that they couldn't give us that room because they needed it for another reservation. But we were there first and had it reserved. My lifetime status was not recognized by anyone BUT Heather. She thanked us for our lifetime loyalty, made sure we got our points (no one else offered them to us) and got us to our room in a Jiffy!! Now, the room. When we entered the room it was thick and humid. We were going out anyway so we set the ac and left. Upon leaving we asked the desk staff for some restaurant recs, since we weren't from the area. Again, Heather came through while Nokia stood there. She gave us 5 good recs and we had an amazing meal. When we came back, Heather asked us how our room was, if there was anything she could do to help make our stay great. We told her about the ac and she sent maintenance (Richard I believe?) To our room. He was fantastic. The ac was working fine by the time we got to our room but he came and checked it out anyway, and quickly!

Being a lifetime member you expect a certain level of professionalism and gratitude from the hotel staff. Heather delivered on all accounts! We wish the rest of our stay had been that pleasant. Sadly, we will never return to that property because of the hassle alone.also, we heard about a man whose windshield had been broken on the property earlier that day, and overheard that the manager would not return his calls. After reading some reviews here that seems to be an issue. You have to treat your guests right. They are your bread and butter. Thank you Heather for making sure our stay was as great as it could have been considering.

Stayed: August 2017, travelled as a couple
Thank gbailey0332
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christy M, General Manager at Fairfield Inn & Suites Chesapeake Suffolk, responded to this reviewResponded 26 August 2017

Dear gbailey0332,

Thank you for taking the time to share your comments on your stay with us, here at the Fairfield Inn & Suites.

I was certainly disappointed to read about your dissatisfaction with regards to the service received from a member of my staff. Please rest assured that we have taken your comments very seriously and they are being addressed promptly.

Please accept my sincere apologies for any disappointment or frustration you encountered on this occasion that occurred during your stay with us. I do hope that you will give us another chance to restore your trust in Fairfield Inn & Suites. If you would consider this, please contact me directly so I can personally oversee your arrangements.

Best Regards,
Christy M
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 August 2017

The room was spacious, clean and well appointed. We did have to request a replacement fitted sheet for the king bed because the one on the bed was too small and popped off when you lay down on the bed. We were given a handicap room, though one had not been requested. The bathroom was large but the counter space was tiny and left little room for toiletries. The room temperature was hard to regulate as well. The door auto lock feature didn't seem to function as designed and required extra time to make it work before leaving the room. Hallway was very hot during the summer months, apparently due to the housekeeping laundry room pouring heat into the hallway. We had NO problems with the staff except my daughter's room across the hall, was not ready at check in time and she could not access her room for about an hour. This could be explained because hotel had 100% occupancy.

  • Stayed: July 2017, travelled with family
    • Value
    • Rooms
    • Service
Thank Donna B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christy M, General Manager at Fairfield Inn & Suites Chesapeake Suffolk, responded to this reviewResponded 13 August 2017

Dear Donna B,

Thank you so much for taking the time to write a review of our Fairfield Inn & Suites. We appreciate that you chose to stay with us, and are so sorry to hear about the issues that you had during your stay. On your next visit please reach out to me in advance, and I will be able to coordinate your stay better for you.

Hope to see you again soon when your travel brings you back to Chesapeake. Safe Travels!

Sincerely,
Christy M
General Manager

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Reviewed 13 July 2017

We only stayed one night at this hotel but it was really nice. The staff was super nice and helpful and the rooms looked like they were recently renovated. The breakfast in the morning was really good. They have a washing machine so we were able to do our laundry which was great! We really enjoyed our stay!

  • Stayed: May 2017, travelled with friends
    • Value
    • Cleanliness
    • Service
1  Thank Nora F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 July 2017 via mobile

Stayed here during the 4th. The staff was amazing. We were always greeted with a smile. We stayed in the king suite. This room is huge. The living room has a big couch,desk and stool along with cabinet which held the microwave and mini fridge along with a closet. There was a flat screen tv also. Next was the bathroom with walk-in shower. Next was the huge bedroom with king bed (which by the way was extremely comfortable) along with a chair another small deck and a stool and another flat screen tv. We really enjoyed our stay here was very relaxing. Restaurants were just a short drive away!
I would highly recommend this hotel !! It is really clean and modern!

Stayed: July 2017, travelled as a couple
Thank Kathy R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 9 July 2017

Wish there was an area for 3.5 stars. This is an above-average Fairfield Inn. Agree with a prior review that it looks new. Also agree with a prior review that the rooms with the bedrooms close to the hall (we had a king suite that was set up that way) can be very noisy. Be aware that if you are going to try and check in early it might help to either be flexible on your room type or call ahead that morning, as we saw a couple people turned down for check-in at 2 p.m. We switched to a different room type and worked it out.

Breakfast was above average for a Fairfield and the staff was pleasant even when dealing with a large crowd. Housekeeping staff was also friendly.

About two miles from the nearby mall but there are a handful of restaurants even closer.

Stayed: July 2017, travelled with family
Thank Adam L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Christy M, General Manager at Fairfield Inn & Suites Chesapeake Suffolk, responded to this reviewResponded 12 July 2017

Dear Adam L,

Thank you for taking the time to complete a review in regards to your recent stay at the Fairfield Inn & Suites Chesapeake/Suffolk.

Please accept our sincere apology for the noise you heard in the room. In the future please contact Front Desk and any noise issues will be resolved. Our Front Desk staff tries to accommodate all early check ins, however sometimes we are unable to meet the early check in requests and have the rooms ready by the 3:00 pm posted check in time.

Upholding our commitment to provide a memorable experience with exceptional service, we hope to have an opportunity to better your experience with us whenever your travels bring you back to Chesapeake. Safe travels!

Best Regards,
Christy M
General Manager

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