1. Asked for two doubles, got a king / fold out. (too tired and too late to take action).
2. NO SHEETS for the fold out...my associate ended up sleeping on the mattress pad.
3. HAIR ON THE FLOOR OF THE BATHROOM....not ours!
3. When I mentioned my issues to the desk clerk, her first response was to speak to me as if I was an idiot that simply could not find the sheets....her second response was to hand me my receipt...no apology, no comment regarding the hair -- just a blank stare. She should find another job that does not involve public interaction. Awful experience, awful response. Profoundly disappointed.
Room Tip: Bathrooms come with free hair from previous occupant, and sheets are optional
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
19 September 2011
Dear Steve W.
Oh my goodness! This is not the type of experience we want our guest to have. I was very concerned when I received your review. Together with Amanda, our Front Desk Manager we researched the details of your stay in our computer files and in our daily shift notes. A few addendums must be added to your narrative of your stay.
1. According to our computer records you and your companion DID NOT have a reservation at the Fairfield Inn and Suites White River. When you arrived after mid-night as a Walk-In, we did have ONE room available. That room was our King Suite which offers a king size bed and a pull out sofa. If we had a Double Queen Suite available we would have been delighted to offer that as an option. However this was the LAST ROOM available at our hotel As you stated in your review, you were too tired and it was too late so you accepted the King Suite knowing that it only had one bed and a pullout sofa.
2. Please know that our front desk staff is on call for you throughout your stay. I know you were both extremely tired but pushing "0" on your phone in the room would have immediately brought a set of sheets to you for a much more restful sleep than the mattress pad. For future reference, sheets and blankets for the sofa bed are kept in a zippered plastic case on the shelf in your armoire. This allows the sheets to be fresh for your stay rather than rumpled from being folded up in a sofa bed.
3. Finally hair in the bathroom. This is very distressing. We pride ourselves here at the Fairfield Inn and Suites on the cleanliness of our rooms. This room is not up to our standards. I apologize for this experience and I have spoken to our Head of Housekeeping. For reason #3, I have refunded your credit card for your entire stay. If you are not satisfied we do not expect you to pay!
Thank you very much for your frank and honest comments Steve W. I hope you are satisfied with the conclusion of this review and I wish you many happy journeys in the future. If you have any questions or need to speak with me directly please call my Direct Line 802.359.6801. Mary Lee Smyth, Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
