I chose the Fairfield Inn & Suites in Coppell because I travel here often for business and had previously found it convenient. This stay completely changed my opinion of the property.
At check-in, no one informed me that rooms are only serviced every other day. This was not disclosed during booking. After my first night, I returned in the early evening to find my room had not been cleaned.
When I called the front desk, I was told housekeeping had already left and the only solution was extra towels. When I asked to speak to a duty manager, I was told no manager was available until the next morning.
The next day, I had to repeat the entire situation to another employee and was again told no manager was available due to an “impending winter storm,” even though it was not arriving until later that evening. I asked to speak with a manager by phone and was told that was not possible and that all decisions were handled solely by the front desk.
I requested a refund because a service that was advertised was not provided and was instead offered reward points, which is not an acceptable substitute.
The issue was not the policy itself but the complete lack of accountability, empathy, and effort to resolve the problem. The front desk showed no concern about losing my business.
I will not return. I would warn future guests: the hotel may be fine if nothing goes wrong, but if there is an issue, do not expect support or resolution.
