Fairfield Inn & Suites Wytheville

Review: I got a room at this hotel and an hour after getting the room I get a phone call from the front desk saying that we are being too loud. I have witnesses proving we were NOT being loud. About 30 seconds after the front desk call, I hear a knock at the door and they are telling us to leave. Not only was this ridiculous and un true, but also we only got a warning and 30 seconds before they were asking us to leave. To top it off I said fine, we'll leave, but I am not paying a dime....and they still want to charge us. Why would I pay 140 dollars for one hour in a room. Its ridiculous and I am so offended by it that I'm willing to take it to court. I want a FULL refund Immediately! And no worries....I WILL NEVER GO TO A Fairfield Inn and Suites...EVER AGAINDesired Settlement: I want a FULL 100% REFUND OF MY MONEY.

Business

Response:

On 11/30/13 Ms. [redacted], boyfriend/husband checked into our hotel Fairfield Inn & Suites @ 10:34pm. Where he proceeded to leave as seen on camera. They then returned around 2:15 am. They came in with another couple with them, as they proceeded to their room as they were trying to open the door the other couple with them were acting like they were humping each other in the hallway. After getting in there room the two ladies came back down stairs around 2:55am to get snacks, they returned to the room directly after. Around 3:14am the guest room door open and shut several times, with nobody exiting the room. By this time the front desk agent had already asked them to calm down. Within two minutes of asking them to calm down the front desk agent had already received four more complaints. My front desk agent then went to investigate for herself at 3:20am she then called me the GM at home asking what she should do. I advised her to ask them to leave. When the Front desk agent asked them to leave the guest argued with her and finally slammed the door in her face @ 3:23am. The front desk agent came down to the front desk of the hotel and called the local police department for assistance. The guest came down to the front desk where you can see her on camera holding onto the desk to hold herself up. You could she was yelling and pointing at the front desk agent. The boyfriend/husband kept calling the front desk agent a lying [redacted] and told her to go ahead and call the law because he was the law. They finally left the building @ 3:40am. They left in two separate vehicles. At 3:42am three police officers showed up at the hotel. After they made sure everything was ok they left and the front desk agent proceeded to go the room and take pictures and gather information to write her statement for me. In her statement she said there was beer spilled all over the desk and bathroom floor. The room smelled of cigarettes and beer as soon as you opened the door. I also had the housekeeper that cleaned the room write out a statement of everything she found in the room which confirmed everything the front desk agent said. I could have charged the guest the $250.00 for smoking in the room and the extra cleaning fee of $75.00. I let all that go just for the fact that they exited the room with destroying anything inside. Cleaning we can do property damage we prefer not to have. Thank you for your time, Samantha Moore, GM Fairfield Inn & Suites Wytheville

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My husband and I ordered the room from across the street. If there is any doubt to this fact, you are welcome to review the tapes at the bar across the street. We stayed there until it closed and stepped foot into the hotel at 2 am for the very first time. We did go into our room. We stayed in our room chit chatting and drinking some beer but we were not doing everything that we were falsely accused of doing....supposedly the TV was on ---- FALSE. Supposedly we were playing music really loud ---- FALSE. Supposedly we smoked in the room ---- FALSE. We might have smelled like smoke because we smoked outside before coming in, but we never smoked in the room. If there is any doubt as to that. I'd like to see evidence of ashes or cigarette butts because as smokers we know how messy they can be. We did indeed drink in the room but didn't have the mess that was stated. We never called the lady at the front desk a [redacted]. We were mad and argued, yes, but that was because we got the notice to calm down and moments later were asked to leave....we weren't even given a chance. We were discussing why we were getting complaints on us....as the four of us didn't understand because we were all fairly quiet. We might have talked louder than usual, but there was no yelling, banging or anything else that should've disturbed anyone else. As I stated, we were discussing how weird it was to have had complaints since we weren't being loud. Even our friends didn't understand and that is 4 people against supposed complaints. As we were discussing how weird that was, we got a knock on the door. At this point we weren't even making noise since we had just gotten the call. So in reality we weren't even given a chance before getting kicked out. We argued with the lady at the front desk explaining that we weren't given a chance or anything and were getting kicked out only moments after a call to the room was made. We also never even stepped foot into the bedroom area except to answer the telephone. We stayed at the entrance of the room. I was told by the GM that it took the cleaning person 2.5 hours to clean the room. That is IMPOSSIBLE considering we were all sitting in a 6 x 6 entrance way and never entered the bedroom. The lady at the front desk told us that we were only to be charged 1/2 (even tho I disagreed with that) since we were only in that room for a bit over 1 hour. The Gm later told me that she was wrong in telling me that and they weren't going to do that. That was her employees mistake, therefore the least we should get is 1/2 as we were told. Even the statement from the GM stated we came to get our keys at 2:15 am.....so that is proof that we were only in that room for a little over 1 hour. The GM also told me that there were photos of the room and I called corporate and they said that they were supposed to email those photos to me so I can see what they were talking about.....I have yet to get those photos. I should be able to see the evidence against us, however none was furnished. At the front desk, yes we were arguing with the lady but at no point were we screaming at her. We were trying to prove our innocence and trying to make her understand, but she refused. I WAS NOT holding onto the front desk for balance....that is a ridiculous and unwarranted accusation. Yes we had been drinking, but I was very capable of standing up on my own. I am offended at that statement. The point of the matter, we never received proof of all these accusations and the only thing that the front desk lady has to go off is a few phone calls....that who is to say isn't from the same room??? Maybe those people heard something and decided to repeatedly call and try to get a free room for the night..... which the GM actually told me that they did, again....... SUPPOSEDLY because of us. We have stayed in plenty of hotels and have had some beer while there...and NEVER has this happened to us .... EVER!!! Now if it was a situation where I was a trashy person that was always getting kicked out...that would be one thing...but how come in the MANY times I've ever stayed at a hotel, I have NEVER had this happen. Children make more noise in a hotel room than we were. We have been smokers for years and NEVER have smoked in a hotel room....NEVER!!!!! Not sure what will come of this since the people at Fairfield Inn & Suites refuse to accept that they could be wrong, but I could've easily stayed at the hotel across the street where the bar was but decided to go to Fairfield Inn & Suites since we had stayed at a different one in Christiansburg in the past (again....NEVER got a single complaint there), but obviously this decision was a mistake and complete waste of hard earned money. I will definitely take my business elsewhere. And I am sorry for the other Fairfield Inn & Suites because they lost a customer because of the management at the Wytheville, VA location. But so be it. I would advise anyone that is considering staying at this hotel that you are willing to be asleep by 10 pm or something .... otherwise, you'll get complaints from people so they can get a free room and lies from the staff. The only truth to those statements is yes, we were at the hotel at 2:15....that is the first time we stepped FOOT into that hotel, and yes we left around 3:30ish......everything else is just hearsay from staff trying to cover their butts.Regards,[redacted]