FAIRFIELD INN AND SUITES BY MARRIOTT RAWLINS

BUYER BEWARE - I am a Silver Elite Marriott member, and our stay at this hotel was the 7th night in a row at a Marriott property, and our first night at the Fairfield by Marriott Inn & Suites Rawlins. We reserved a double queen room for 18,500 points. We arrived around 8:00 pm and the general check-in process was without issue. It was dark in the lobby but we rang the bell and the night agent came out from an office to check us in. We have 2 young children, and were glad to be checking in for what we thought would be an easy, restful stay. Upon getting our room keys, we went to the 3rd floor to check into room 326. However, the keys were not programmed. The night agent made us try again, and they still did not work. She then came up herself (while telling us she was tired and ill) and we felt guilty for being an inconvenience, despite it not being our issue. She then agreed the keys were not working, and needed to move us to a 2nd room, room 327. We then went back downstairs to get keys for the next room. We came back up, got one of our children in the shower and then other in bed. Suddenly a loud noise began which sounded like a ruckus in the hallway. We reluctantly opened our door, to discover that the loud noise was actually a faulty battery mechanism on our door. Video attached, and it echoed through our room and sounded like the door handle continually opening. We had no idea if this would cause our door to unlock during the night. We had to then go downstairs again, and were told we'd need to move rooms in order for this to stop since a maintenance worker was not available to fix it due to the late hour. Anyone traveling with children knows this is hard. We then got keys to the 3rd room, room 325. We moved all of our things and finally got settled in after 1.5 hours of this fiasco. When I called to speak to manager Jessica, she was the most unprofessional hotel manager I have ever spoken to. She did not let me fully explain our situation before rudely speaking over me and said she would not refund our 18,500 points (only could offer 5,000 points back) because it was OUR CHOICE to leave the 2nd room, which most parents could understand we would NEVER voluntarily uproot the family into a 3rd room by choice. She hung up on me and when I called back she continued to be verbally combative and then finally increased the refund to 10,000 points. She said I could report this to Marriott, but it would still be her choice to not refund us the whole amount. What a dumpster fire. Avoid this property at all costs as they can not be trusted as an honest business.

Staff was professional, location is fine (quiet). Our room was not. Several complaints about the room. First, the less severe ones: 1. Shower wall had some leftover long hairs stuck to it. Yuck. 2. The internet TV option (Netflix, YouTube) doesn’t work even though it’s an available option to select (confirmed with the front desk it does not work). Why have it then? 3. The thermostat in the room is just decoration, and there’s a dusty wall-mounted unit that’s for heating/AC. Very LOUD. Not great. The MAJOR issue. We’re staying here on a particularly cold and windy night. Upon entering our room after checking in, the room was a bit chilly. Immediately turned on the heat with the wall unit and warmed up the room, then soon turned it off. We quickly noticed that freezing air was streaming into our room from the outside from underneath the wall unit. Horrible, shoddy installation of the wall unit, with a metal bar jutting out on the bottom side that scraped our leg/hand. Had to jam a couple towels into the crevice to stop the freezing air from continuously flowing in. No idea if other rooms are the same but for the price we paid, very disappointed. Would not recommend staying at this hotel. Couple of other ones of similar quality on the same street.

Nice hotel and the staff is very friendly.