Fairfield Inn & Suites by Marriott Winchester, Winchester

We used to own a Marriott time share so we knew it would be quality!

Liked: Everything a "AAA''.

Beware

Liked: This is the worst experience I've ever had in any hotel in my life and I've stayed in lots and lots of hotels. Being a member of Hilton and Marriott hotels I'm used to a certain level of quality and service. We were in a hurry to get a room because I had a work call scheduled for a specific time and we were literally getting to a hotel at the last minute. I did the check-in via email I received from the Fairfield hotel and wanted to make sure that our room was ready so that I can get the keys as soon as possible. I explained this over the phone while on the road, but the front desk lady only said that the room is ready and did not respond to my request to have the keys ready. She simply hung up the phone. Moreover, when we arrived (we she did everything very very slowly. She asked for an ID, I gave her my employee ID that had a photo, this was not sufficient for her, so she asked for a government issued ID. I gave her my passport. My husband asked again that we are in a hurry and specifically called ahead of time to request a faster check-in. Instead, this looked like a much longer than usual process. We were quite irritated by that and then the so called "manager" came out of nowhere and asked what’s the issue, my husband suggested they step aside and he’ll explain. In response, the “manager” takes out his phone, starts recording us both, claiming we used foul language (my husband did mention “s h *t” in reference to their check-in process), and that my husband just threatened to beat him up, so they are canceling our reservation and we should leave the property. It took us a while to understand WTH he’s talking about: apparently, he mistook “step aside” for “step outside”.
Disliked: (continuation): I get it, it was apparent neither of them were born here, and it’s easy to misunderstand similar phrases. But both are employed in customer centric hospitality environment, where treating customers with patronizing tone, purposefully aggravating with slow and unprofessional attitude, and overall disrespect is just unacceptable. I could not believe this !! I asked to give me his (manager) card and his name and he refused and said that we must leave. We had a reservation for a suite for 2 days entirely paid through booking.com. The staff of this hotel and so called manager (not even sure if this was a manager) were rude and simply kicked us out. This is unheard of !! By their demeanor and indirect quips, it was evident they did not like the fact that the reservation was made using the 3rd party, but it was still a valid reservation that they were supposed to honor. But at the end, I'm glad it turned out that way. We found a great room/suite for less at the Country Inn nearby with wonderful and friendly staff and amenities. I will definitely follow up with Marriott Bonvoy HQ regarding this specific hotel staff and their disgusting manners of communication with customers.