I recently stayed at the Fairfield Inn by Marriott in Liverpool for a weekend shopping trip. This was the first time I had stayed in the Liverpool area, so it was great to learn that there were so many shopping options in that area.
The hotel itself was OK. The facility was dated. The bathroom was in need of a renovation. The room was, however, clean.
The breakfast was a disappointment. The selection of food left a lot to be desired. Our selection was essentially limited to cereal, bagels and the waffle maker – and that was pretty much it. I noticed that there was a microwave that described how to heat up a breakfast sandwich, but there were none to be found. The first day, in particular, was a zoo when we arrived in the dining room and the woman responsible for breakfast was struggling to keep up with the crowd. When we chatted, she said that they were unexpectedly busy and that they had not received their food delivery. Interestingly, having read other trip advisor reviews, I see this is a recurring problem for this hotel. I felt compassion for this woman who was on the front line dealing with this breakfast deficit.
The situation that has colored whether I would return to this hotel was that on our second evening in the hotel, someone from the front desk entered our room. We did not receive a phone call announcing that he was coming to our room. He did not knock on the door before he opened it. Here we were, two single women sitting on our beds as some strange man started to enter our room. I promptly jumped out of bed, shut the door, and locked it. As I shut the door, all he said was, “I work here”. A few minutes later he called the room and kept saying he worked at the hotel. The only thing he had to say for himself was that he nearly got his finger caught in the door when I shut it. There was not explanation why he was trying to enter our room. Then he called a second time to ask who we were. It took a third call before we understood that he had made an error when he checked us in the previous day, and had not noted that we were staying two nights. We barely got an apology for him having scared us half to death and at that, it was not sincere.
As we were checking out of the hotel the next morning, the person at the front desk asked what had happened. His colleague on the evening shift had left a noted that we had treated him like he was breaking in. We received a genuine apology from that gentleman and his colleague in housekeeping, which I appreciated. It was, however, interesting to hear the housekeeping person say that they generally do not knock before entering a room. What was surprising was that they did not offer to do anything to make up for that unsatisfactory experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
21 February 2012
Thank you for your constructive criticisms. I appreciate your frustrations , in particular that with the front desk agent entering your room unannounced. It was a most unusual and unfortunate incident for which neither he nor I cannot sufficiently apologize. As a single woman who travels frequently I can certainly identify with your concern which is why I try to stress that the comfort of our guests feeling safe and secure must be a priority in order to run a successful business. The agent believed he was checking the housekeeping status of a late-checked-out room and in his haste he had the incorrect room and also did not follow common place procedure to first knock and announce his presence. I assure you that mistake will never repeat itself and I am ashamed it ever took place. Please accept my personal apology. When ever in this area again I hope you will call on me personally and I assure you a welcomed reception and a "no surprise" , peaceful evening.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
