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Business Profile

Hotels

Fairfield Inn

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:09/21/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a reservation online for 9/17/23-9/19/23. We then called and spoke with "*******" and informed him that I travel with a task trained service dog. We were told it was no problem and that the reservation was noted. I experienced no problems during check in. After check in I was repeatedly harassed and asked to show that my dog was a service dog (which I complied with). I got into a verbal altercation with a woman at the front desk during the morning of check out when she told me I had to leave because i was walking around with a pet. I explained that he is a task trained medical alert dog. She remarked that "i looked fine." I told her my reservation inspected that I had a service dog. She told me it did not and that she would tell everyone that I was racist if I kept arguing with her. I went back to my room and packed up and left. About 30 minutes later the hotel charged my an additional $270 with no explanation. I called the front desk and was told "that's what I get." And they hung up and would not put me through to the general manager. I have made numerous attempts to resolve this and no one will help me

    Business Response

    Date: 09/22/2023

    Guest made reservation through our Central Res ***** not at the hotel directly.  I can not attest to what she told ******* at the time of reservation.  However, upon review of the camera footage, although the dog was dressed in a "pumpkin costume" (which is the main reason it was in question as we've NEVER seen a true service animal in anything but a vest), the dog was observed to be very well trained & acted like what a true service animal does, instead of the other "service animals" that are clearly NOT a trained professional!  So therefore, the pet fee of $250 has been refunded to the Guest. I will speak with her directly to explain why she was questioned, as per our right, as we are not a pet friendly hotel & our other Guests book this hotel specifically for that reason.

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