Fairfield Inn & Suites by Marriott Santa Fe

A fire broke out on the hotel property and the assigned manager on duty was nowhere to be found. Efforts to locate her were futile. A guest pulled the fire alarm so we would all know about this fire. The front desk phone was ringing off the hook and this manager was absent from her post. All the guests evacuated into the front of the hotel, not knowing whether we should stay or leave. We had to seek advice from the attending police officers and fire department about our safety in this situation. Clearly, the hotel’s security protocol for guests was violated. This ordeal endured for two hours at around 11:00 pm until 1:00 am. Once the fire was extinguished, I spoke with the young lady who had finally appeared at the front desk. She assured me that each of us guests would be refunded for our stay due to this inconvenience. The next morning when the head manager of the hotel arrived, she informed me that the fire was beyond her control and no refund was to be issued. I discussed with her that there had been no security protocol implemented during the fire incident, and all the guests had been traumatized by this. She rudely dismissed my concerns and told me “ We can’t be on duty 24/7. I have a life and kids to take care of.” I told her the hotel needed to take better responsibility for its management protocol. She was hostile and non cooperative and refusing. I desire a full refund of my stay along with Marriott Bonvoy points for additional stays at another property.

When a fire broke out right outside the hotel, the manager on duty was nowhere to be found. None of the guests were provided directions as to how to remain safe. The guest protocol for security and safety was violated. When I discussed this with the main hotel manager, her response was “we can’t be on duty 24/7. We all have a life and families.” There was no attempt for the hotel to take responsibility for their lack of supervision and customer care during this crisis which occurred around midnight. All if the guests were miffed, traumatized and inconvenienced in this ordeal. I want my room refunded in full and complimentary Marriott Bonvoy points added to my account. This event was terribly mismanaged. Potentially litigious for each guest.

Overall our family stay was good. Breakfast was good. The staff was friendly and service was good. Convenient place and area. The AC or heater (fan) in the room wasn’t keeping the temperature at the desired temperature. The pool needs cleaning and would be better since winter weather to keep the water temperature higher.

Not the nicest Fairfield we've stayed at but it got the job done. We used the laundry facilities and they worked well. Pool was small but fun for the kids. Typical continental breakfast.

The hotel itself was excellent and the staff was as well. The rooms were cleaned daily, which was a plus for us & superior to other hotels that only clean upon request. The complimentary breakfast was very good; however, they didn't replenish coffee regularly, running out of it. But outside of that it was good. One concern was we requested an accessible room (for persons with disabilities) but in getting there they only had hand rails in the bath, which are good, but a person with standing, walking problems could not take a shower plus no hand held shower device. The staff did look around & found a fully accessible room which we were grateful for, but we had to get an additional room for our grandchildren, meaning more cost to us--doubling. I have a hard time understanding why there is not a consistency in a hotel chain about the definition and description of an accessible room. The good news is we were helped find a very nice, workable room, but the bad news, we had to pay double our plan. But we had little options.