We stayed for two nights. The room was a nice size and the hotel seemed relatively clean. There was some wear and tear but that's expected. The bed was not the most comfortable to me but my husband said he slept good. The bathroom was nice- the shower stays hot for a long time which is always a plus. The free breakfast was decent and nice that we didn't have to eat out for a meal. They were having multiple key card issues on our last day so they had to keep letting us into the room. read more

The front desk has jokes at this location. When I asked why the mobile checkin wasn't working, he told me the reason was because I don't have my zip code in my profile. My zip code is so accurate it includes the 4 digit postal routing code at the end of the zip as well. I've been using Marriotts and affiliates for close to 15 years and he said - you're all set. So I walked away.... Except.... He popped out 15 seconds later and said I'm getting your keys now. This was a confusing checkin. He also said they don't use mobile keys at this location (per the front desk clerk). Then he asked me if I wanted 2nd or 3rd floor. Lol. It doesn't really matter to me and I mentioned I'm traveling with my children. He gives us the very last room on the 3rd floor (the furthest and most difficult room to get to in the entire hotel...pray there's not a fire... like seriously)- he's got jokes - and - told us to park on the side of the building, but neglected to mention the elevators are where the lobby is. So he added on additional walking. I didn't mention it, but I have severe osteo arthritis in my knee... so much so, that I could get a handicap placard if I so chose to. Just had surgery 5 months ago...thanks y'all! Lol. Great times. So thanks for giving us the direction to park out in BFE and then walk all the way to the elevators while carrying my toddler son. Lol. Jokes! You get 3 stars because I have had so many other great experiences at Marriotts across the world and also because the room was clean. read more

Well, as an avid Marriott customer and Marriott Bonvoy member, I have to say that initially we were excited to stay at this location because due to work and deaths of close family members, it has been two years since my wife and I have been traveling. That said, my wife and I were looking forward to coming back to SW Michigan like we have done every year except for last year (and during COVID in 2020). I wanted to stay closer to Warren Dunes and this Marriott looked like a good place to be! Well, let me say that this is a bit of a tale of two Marriotts in the same place. So, let me start with the pros: Very friendly, hard-working staff. These employees certainly know how to multitask and were extremely nice! We saw them cleaning the halls and lobby several times during our visit, then moving furniture and cleaning the pool. They get around and get things done. Check-in process was pretty smooth. Nice, spacious parking lot, and when we walked inside, we noticed they had a nice, welcoming lobby area, and no problems checking in, though considering that we had a credit card on file, I found it a little off-putting that they made it a point to scan the same card for 'incidentals'. Now, in my reservation, we asked for a top floor, and initially we did not get a top floor room, but that was quickly resolved. Room, for the most part, was nice. It was cleaned, luckily no issues with cleanliness as I have read with some of the other reviews of this location. Bathroom was spotless, all toiletries were accounted for. Bedroom area was what I expected from Marriott: nice, comfortable, and of course: CLEAN. The living room area was clean, but the carpet is old and dated. Considering the decor on the outside and in the lobby, the rooms could use some updating. Also, let me say I really like the fitness and pool areas. Both are clean and well-maintained. I do have a suggestion, though: for the fitness area, leave some cleaning spray so we can wipe down the machines and weights when we're done. In addition, someone left a sweaty towel on one of the treadmills, so someone needs to regularly check that. Now for the other side of the story: Going back to the rooms, first, when we got to the room, my wife noticed that in the living room area, several of the outlets and lights did not work properly. As we were still able to plug in where needed, I decided to make a mental note and let the staff know when I got a chance. When I talked to the staff, I was told that there is a master switch in the room that controls all the lights. If that is the case, we should have been told that when we checked in. The person I talked to (I believe he will now be the GM as of next week) let me know that they usually like to get folks checked in in 5 minutes or less, which I would understand a little more if the place was crowded when we checked, and it was not. So, my point is that we should have been told about that master switch, which was located at the front as soon as you open the door, just below where your right hip would be walking in the room. That is a bad location; if we were told about 'incidentals', we should have been told about that. To be fair, once I flipped that switch, everything did work. In addition, the blocking curtains could work better. They did not fully close as we are accustomed to at other Marriott locations. Considering that it was still a lot of daylight after 9pm, it would have been nice to darken the room, but as they did not close properly, that light was always noticeable. This is also minor, but the pool, which is supposed to open at 10am, was not open on time two of the days we were there. In fact, they were cleaning the pool when it was supposed to be open. Though I was OK with waiting for pool access, maybe they should consider moving the opening time back an hour if they're going to be cleaning it when it should be open. Finally, the continental breakfast was awful. This is the first time I have ever felt that way at a Marriott. For example, the bagels felt hard and stale, then don't get me started with the 'hot' breakfast. The eggs were cold, and the sausage was cold and looked very unappetizing, Only thing they had that was worth it was the do-it-yourself waffles. At every other Marriott we have been to, the breakfast was always inviting, and sometimes (like in Cheektowaga, NY), you could smell them getting breakfast ready. Here, honestly, breakfast was terrible. If this amenity is going to be advertised (which it is), then the food has to match. Now though I spoke to the incoming GM (I did not get his name), I did end up speaking to the outgoing GM (Feth Flores), as well. Both gentlemen at least listened to what I had to say, and I do feel that they're serious about making improvements. In fact, they even credited me 4000 bonus points for the trouble. So, I am not saying that we won't stay here again, but I am saying that a few minor improvements, this can be a go-to destination. read more

DO NOT STAY HERE! We stayed here and kept smelling something throughout the night. Couldn't figure out where it was coming from and in the morning noticed the side of the bed was tinted yellow. I lifted back the sheet to find someone had VOMITED all over the mattress and they just put a new pad and sheet over it and let us sleep on it . The short curtain had stains all over it and the walls were dirty! They wouldn't even compensate us for giving us a dirty room and making us sleep on a vomit bed. read more

See all

August 18, 2024 - booked a hotel with a pool so the kids could swim... the pool was so cloudy and gross nobody wanted to get in. Asked the front desk if they could shock it - they did nothing. Went back after dinner and the pumps/filters weren't even turned on. Avoid this place if you plan to use the pool. read more

Fairfield by Marriott Inn & Suites St. Joseph Stevensville - disgustingly gross pool - Hotels Near Me - Stevensville, Michigan

Dirty Hotel Room Alert! 0 stars for this hotel. It's a shame what's happened to this hotel in the last year. We travel to St. Joes every summer and have never been so disgusted with a hotel. I had two rooms booked. Both rooms were unacceptable. Upon entering one room, I was greeted by dirty linens that were clearly not changed or properly cleaned. The bed was not made and the room was never cleaned. It was evident that the housekeeping staff had neglected their duties and failed to provide a basic level of hygiene. The bathroom was equally revolting, with stains on the toilet seat, sink, and shower walls. The floor had not been properly mopped, and there were hair strands scattered around. The second room had a horrible stench. I went to the front desk and they moved both the rooms. The next room we entered as also not cleaned properly. The room looked as if it was serviced however when pulling down the bedsheets there were visible stains and even hair on the bed sheets! Also the TV didn't work. The front desk then moved me to a third room and proceeded to tell me this is an ongoing problem and we were the 4th people to complain about their dirty rooms. The third room was also dirty. The floors were filthy with stains and debris as if it was not ever vacuumed. It was now 1:15 am and I was moved to a fourth room that at least had clean linens, but the bathroom was full of stains, hairs and bugs crawling around. As a family member of a Marriott manager I'm absolutely shocked that this is what I experienced at a Marriott brand. I was able to speak to the GM named Verma that was rude, unapologetic and did not even attempt to offer a solution. The front desk employee was in tears because she was stressed with the lack of help from the people who are suppose to be her management. She has attempted to contact other management with no answer. She had just walked into her shift at 11 and was receiving nothing but complaints about dirty rooms since she arrived. As a paying guest, I expected a clean and comfortable environment, but instead, I was met with filth and negligence. This level of poor housekeeping is simply unacceptable, especially for a hotel that claims to provide quality service. I urge everyone to think twice before booking a stay here. read more

Clean and decent enough hotel. The lobby is closed for any kind of sitting or talking at 11pm. We were quietly playing a game and were told lobby is closed. Walls are thin. Can hear people in next room just talking. No music or yelling. Free breakfast was ok. No fruit or yogurt. No milk. Refrigerator was broken. Got 2 rooms that were the same but different prices. Would probably not go here again read more

Night one was fine. Next morning asked for new pump for body wash in the shower, extra towels and regular coffee...when we got back to our room from all day being gone none of that happened. Next morning I said we got no housekeeping and none of the items requested. The front desk clerk said she would tell housekeeping to clean our room and provide the items requested. After being gone all day we can back to no housekeeping or the items requested AGAIN! What poor service and we check out tomorrow. I would recommend to put your money elsewhere at a different hotel in the area and do not stay here. read more

My daughter and I stayed this past weekend for a little get away. Upon arrival the hotel looked nice but when we got in our room. It was so dirty. Looked like feces stains on the bed and hair on the sheets. I demanded to be moved. The girl went and checked 5 different rooms until she found one acceptable for me. When we came back to our room from the beach we couldn't get into the room. The front desk was arguing that I don't have a reservation even after arguing that all of our belongings are in the room. Then I hear them mumbling that that is the room with all the stuff in it that the other guest was in. Absolutely not acceptable! We left for dinner and came back to a family almost in tears trying to call other hotels. I questioned her and she said the room they put her in was disgusting and would not put her children in it. So disappointed. Marriott do better!! read more

Fairfield by Marriott Inn & Suites St. Joseph Stevensville - The fold on the bed that was clearly not washed. - Hotels Near Me - Stevensville, Michigan

See all

Very clean, newer Fairfield Inn. Staff were engaging and friendly. Breakfast bar attendant was hardworking and kept up with cleaning and filling the offerings. It was somewhat quiet in the halls, not bad. You could hear the occasional door slam or talking. I don't think they were close to capacity though when we stayed. The pool was smaller, wouldn't accommodate large crowds with many children such as sports teams. The lobby was large with a nice sized outdoor area with gas fire pit. The surrounding view was enough to pull your blinds shut. The rooms were very well appointed though. read more

See all

Definitely the nicest Fairfield I have ever stayed at. Entire hotel is completely updated and kept clean. Staff was very friendly and helpful. Would definitely stay again! read more

I checked in with my Marriott app at 11 am. I arrived at 5:30pm. After waiting for 45 min at the front desk only to find out that no clean room was available. I was asked to wait for another hour. If they are short staff, then stop taking reservations! This is unacceptable! read more

BEWARE! TOTAL SCAM! I checked in to hotel around 5. Had to get up early and get on the road for work. A few weeks later I was charged additional charges on my credit card. I was never notified about them. When I called to inquire it took 3 phone calls and I was told there were damages in the room??? So they ran an additional transaction on my card. I checked in late, left early. Didn't even shower. I reached out to corporate and was told they were looking into it. I have called numerous times and have still not heard back even from corporate since August??? Soooo disappointed with this place! read more

In town for a wedding, this was one of the hotels (of 3) that the bride and groom arranged for shuttles to/from vineyard for wedding. We decided not to use shuttle but we're booked here already. We're given a room on arrival, we go in and people were already in it, they were yelling as we walked through the door, yikes. We go back to front desk and are given another room on a different floor. We return from the wedding exhausted at only 8pm and some guy just let himself in the room, said he was from the front desk and demanded (very rudely) I spell our last name. He had no uniform or ID. Very scary, all for $330/night. I'll never stay at a Marriott or Fairfield again, horrible experience. 2 stars because at least the bed is comfortable. read more

Like another guest, I strongly encourage you to reconsider staying here, and if you do, watch your bill. The hotel fraudulently charged me for two nights and refuses to return calls or emails. At first I thought I made a mistake with the reservation - nope just one night. It has been over 5 months and they don't even give me the courtesy of a return call. read more

Brand new hotel- less than 2 months old- only 1/2 an hour or less from Warren Dunes. We were upgraded to a suite because of my Marriott status. Room was clean and spacious with two queen sized beds, sitting room with a couch, two smart televisions, fridge, and microwave. 2 guys working check-in were super helpful and friendly. Plenty of parking and there is a pool! I'll update with breakfast review in the morning. read more

Do not recommend!!! This is. For sure 1 star property. Pictures do not do the filth justice. We were greeted by a pile of dirty laundry in the hall near our room After a late flight we arrived at 1:30 am so how long was this sitting there ? Mold all throughout the shower, carpets were stained , shampoo and conditioner bottles broken or empty , no Tissue and very little toilet paper. Even more disappointing was the lack of customer service. We asked the front desk for help and they said we could come get what we needed. Tried emailing and calling for two weeks wanting to speak to a manager. When they did answer the phone we were given the run around. Finally After all the attempts I called and spoke to Kartik apparently he is the acting GM. He stated he hadn't seen my emails from two weeks prior so I confirmed with him his email was correct. He listened ,didn't seemed surprised , upset or that he even cared about the condition of the room. We paid 250$ a night for this. Needless to say we checked out early and moved to another hotel. read more

See all

So, this hotel was nice. It had been recently built and considering we set up a last- minute reservation, they did good. The noise of little children running thru the hallway could have been better controlled by both the parents & staff. I know it's a holiday, but it was a holiday for EVERYONE, not just you. It is not appropriate for children to run thru the halls of a hotel at any time. I'm quite sure you don't let them do that at home! Anyway, the fridge was a nice size and for some reason we were given a complimentary upgrade of our room. It might have been due to my husband's Marriott reward status (mainly from work). But...I'll take it. We did not partake on the complimentary breakfast therefore I don't know how that is. read more

This was a very nice hotel. It is out of the way so I have no idea who stays there during the week. Our room was spacious, but only one person could get ready at a time. There was no place in the room for a woman to set up a curling iron in front of a mirror. There were no electrical outlets near the mirror that was not in the bathroom. Also, be aware there is no cab or Uber service. The desk did provide the card of a person who acts like an Uber, but if she is busy, you are out of luck. We were attending a wedding and had hoped to enjoy a few adult beverages, I know, you saw this one coming, that didn't happen. Returning to the hotel from the wedding venue was easy enough and we were able to enjoy ourselves without all the benefits the wedding had to offer. Parking is ample. They offer complimentary breakfast. It was like watching some Yelp Elites at an event. Apparently, some had not eaten in days and were planning on not eating again until Wednesday, at least that was the impression. Hot items consisted of veggie or pork sausage patties and scrambled eggs. You could make waffles, there was yogurt, fresh cut fruit, bread and bagels. Seating is limited, and when others have finished and decide to linger, you either eat standing, take it back to your room, or go sit (or stand) in the lobby. read more

Booked a few rooms here to meet up with some old college friends for a March Madness weekend. We reserved a King suite and two standard rooms with King beds. From check-in to check out, this place was a class act. We encountered only the most professional staff who went out of there way to make sure we had everything we requested. This appears to be a relatively new hotel and it shows. The rooms are spotless (and odorless) with nice beds. The suite was a perfect size for the guys to watch basketball. The couch was roomy and comfy. The TV was of good quality and sound and adequate size with a second tv in the suite that could be put on for an additional game. There was even space to set up a little snack buffet. After the wonderful experience at this hotel, we would like to make this an annual get together. read more

I stayed here once and was completely happy with my experience. The staff is very friendly, the entire hotel is clean, warm, and inviting, and they're very happy that you chose to stay there. I recently needed to book a trip again and I knew exactly where I wanted to stay. I'm excited that I'll be able to stay somewhere I know I'll be comfortable and that is in a great location. read more

We checked in after long day at beach and inquired for late check out and was told it would be 12 pm vs 11 am. We were woken up by the hotel phone from the lady at the front desk the next morning (Sander) telling us we had to be out of the room by 11 due to it be "fully booked". We had food being delivered and when going to lobby to pick it up we asked to speak with her manager and she said she would have to call them. She then demanded us out of the room no later than 11:10 or would charge my card for another booking. When returning the room keys she made a comment to me about inquiring for late check out when you check in. That is literally what I did Sander. Thank you for the horrible customer service Marriott. read more

Fairfield by Marriott Inn & Suites St. Joseph Stevensville - "hotel filled to capacity" - Hotels Near Me - Stevensville, Michigan

Newer hotel, but these reviews are too old. It's gone downhill on the staffing side. Property is still good, but service? Ha. We were short towels, no hair dryer, fitness room wasn't clean or stocked with sanitizer wipes. Breakfast was only fair. Just sad. Like nobody working ere really cared. I guess it's just so hard getting good help. Room itself was good, nice bed... read more

I've stayed at many many hotels, Marriott's and the like, across the country and also here in town. I highly recommend this hotel for your stay! I have zero gain in writing this review, it is simply for your benefit. The following is what is important to me; It's clean! The front desk gal (Kami) is so welcoming and proficient. She will always put a smile on your face! The breakfast is actually really good. The eggs are fresh, the variety is good and the waffles are yummy! The breakfast station is very well stocked and maintained. There's a nice pool, fitness area and internet lounge.Our room is nice and the bathroom is spacious. We just met the hotel manager Chris (who was wearing a suit and tie!) and he was also very welcoming! I haven't been this impressed with a hotel in a long long time!. read more

This hotel was fantastic! It was clean and welcoming. The breakfast was lovely. The rooms were very spacious. But the best part was the people who work there! I don't think I have ever met friendlier, more genuine people than at this hotel. Way to go, everyone! I felt welcomed the entire time I was there. Never before have I had a better experience with hotel staff! Thanks for the great stay! Only point to note for families with kids - there is a pool, but it is tiny! read more

Very nice and clean hotel. Only about 6 miles to St. Joseph Beach. Nice drive along the water to get to the beach from here.

We were looking for somewhere to stay that didn't cost an arm and a leg but was close to Silver Lake Beach so we went online and started searching. To my surprise my wife found this place and we had nothing but great experiences from the time we booked the rooms on the phone (yep the old fashion way) to the time we checked out. Everybody was so nice and polite to us and very accommodating. The rooms were modern, clean and very spacious. I've stayed in lots of hotels and we have all had hotel breakfast before and I would say this was one of the better breakfasts I've had. Normally I just eat it because it's included but I actually enjoyed this breakfast! We are already planning a trip back next month and we will definitely stay here! Thanks guys for a great stay!! read more

This hotel is one of the best I've stayed in. Very clean, modern, bed/pillows so comfy, all the amenities, free breakfast, close to beach, nice area/ people. You won't be disappointed here! read more

This hotel is essentially brand new, it's less than 2 months old. Everything is clean and new and state of the art, it was a very pleasant experience and the price was good for the size and quality of the room. This is a touristy area and there are plenty of hotels to choose from, but this is the nicest one in the area that I've stayed at. They have a pool and a workout room and you get a free continental breakfast in the morning. The breakfast was nice with lots of choices, however there were about 1,000 kids running around and each one wanted to make their own waffles or toast or whatever. It's not the hotels fault, but getting anything for breakfast was a pain because of the gauntlet of unsupervised kids you have get through to get anything. All in all a great experience and if you are visiting the area I highly recommend it. read more

We made a reservation here because we were passing through the area, and they accepted our vacation club points. Looked new when we pulled up, we asked the desk host how long they have been here, he said they were 3 months open. Very nice place! read more

I live out of state, but work less than 5 minutes away from this joke of a hotel. Throughout the entire COVID pandemic, I have found the need to book a hotel stay due to short staffing, opening a new shift, and working too many hours to attempt a 45 minute drive home. Fairfield Inn & Suites is the preferred hotel for my company, so I typically try to book here first. I have had a few good experiences, but my last 3 stays (extended 4-5 day stays) have been horrible. It took my company's Director of Operations nearly 2 months to get a corporate account set up with Fairfield due to a Sales Rep leaving Fairfield without completing the account set up. The GM, Brittany, was a nightmare to try to get ahold of; several messages were left on voicemail between myself and my DO that went unanswered. My DO just last week was finally able to set up a corporate account, including early check-in availability due to my shift currently running from 10PM-10AM and often overflows into 14-16 hour shifts. The front desk staff chooses when it is convenient to wear a face covering, especially on the night shift. Also on the night shift, I tried to book a room as a walk in around midnight, the front doors were locked and I picked up the telephone in the foyer that rings at the front desk (which you can see from the foyer). I stood in the foyer for the better part of about 15-20 minutes waiting for someone to come to the front desk to let me in and get a room, but to no avail. I had to go down the road to Comfort Inn, where I was greeted warmly and treated like a true guest. Issues with my most recent stays include: 1) Being asked for a credit card (I don't carry cards unless I know I'll need one - yes I'm one of those 'cash is king' types) even though a corporate account had (allegedly) been set up - AND that I had booked on the corporate account as a walk-in without a CC request prior to this incident. This was when we had discovered that the account hadn't been set up correctly, and I was handed a credit authorization form with a shoulder shrug and a good luck. This incident is what initialized attempted contact with the phantom GM, Brittany, and multiple voicemails. 2) Being booked into a room that stunk like someone had just flushed a rowdy grunter down the toilet and left skid marks in the bowl. 3) Bedside alarm clocks that are broken, USB ports that do not work unless you leave a bedside lamp on, and stained bed linens, Curtains that don't close - really? I'm trying to sleep during the day and I can't even close the dang curtains?? Not to mention the ground floor rooms face the parking lot in all directions, and the sheer/see-through curtains provide practically zero privacy from anyone that might be walking down the sidewalk and looking into your room. 4) Just this Monday, I was downgraded from a King Suite (with the little 'living room/desk area') to a regular King room by the GM (she actually does exist apparently) because they were not ready for my early check-in even though the room had been booked a week in advance. I didn't mind the downgrade, as I all I really need is a shower and a bed when I stay in a hotel, and I'm typically exhausted when I enter the lobby. This particular stay has been the worst! The room I was downgraded to stunk like someone had just recently had a BM in the bathroom, there were missing towels and wash cloths, there was a used washcloth on the sink and a soap was laying on the floor of the shower along with a shampoo bottle, there was food and drink left in the mini fridge, and the microwave looked like someone blew up pizza rolls inside of it. So although my King Suite was not ready, the GM was more than willing to put me in a room that had not been cleaned or restocked appropriately. This is deeply concerning as Fairfield Inn & Suites advertises enhanced cleaning and sanitation efforts during the COVID-19 pandemic. Although I was exhausted after a 16 hour shift, I had to go back out to my vehicle and grab my bottle of spray sanitizer and CLEAN my OWN room and bathroom because this GM and her employees obviously don't care about upholding the standards of the industry in which they are employed, or meeting the most basic of sanitary practices for their guests. This Fairfield Inn & Suites in Stevensville, MI is the most disappointing Fairfield I've ever stayed in. While I am not a germaphobe and am a fairly easy going individual, anyone that may be concerned about their health or sanitary practices should seriously reconsider booking a stay here. It is my opinion that the management and staff of this particular F.I.S. are not motivated to keep up with neither hotel industry standards nor CDC recommended standards regarding health and safety during the COVID-19 pandemic. I have stayed in this hotel at least 30 days in the last 10 months, and every subsequent booking leads to more and more disappointment. read more

Nobody answers the phone at this hotel; we tried for hours and finally had to go online to book a room. We were there for a baseball tournament and there was NO breakfast or coffee in the morning. We were told "another baseball team ate everything earlier." They clearly could see how many people were checked in and could have planned better since the majority of guests got nothing. The shower also didn't get hot, all for a price of $230 for one night. No, thank you. read more

Donated a one-night stay to our non-profit's annual gala, then "changed their minds" and refused to honor their own gift certificate. Shameful. read more

Newer build and very clean. Breakfast was decent. The room was larger then expected. Staff was helpful and had pack and play already in the room for us. read more

I couldn't have been more pleased by the service I received from Kara and Amy. They were very accommodating and helped to make my event at the hotel a success! Great people, great service! read more

This location's employees need major retraining beginning with manager, Brittany Stanage. The horrific customer service and incompetence displayed was mind blowing. Our reservation was booked through a third party. Jamyrah, front desk worker, proceeded to charge our card the nightly rate, directly through Fairfield, despite the fact that we were already charged through the third party company. When my fiancée questioned the charge she told her she did not know what the charge was or why the charge was appearing on the card. This is after she ran the card twice. My fiancée asked to speak to someone who could offer an explanation and was told the manager was not available and was also told to call the third party company to ask about the charge Fairfield placed directly. Again, incompetence. Since Jamyrah was not able to provide an answer, my fiancée asked her colleague Megan, also a front desk worker, if she could explain why the card was double charged. She stated that she was busy working on trying to figure out why 62 rooms were mixed up in their system and she would have to continue to work with Jamyrah who did not have any answers. My fiancée then asked Megan to contact a manager and she told her she would not be available until Monday and asked her to step away from the front desk. My fiancée told her that she was not going to leave until someone corrected this double charge on the account and provided an answer. Jamyrah then began yelling at her and saying that Megan asked her to step away from the front desk and because she insisted on speaking to a manger or someone who could explain the charges on the card, Jamyrah called the police. Yes, the police! Daniel, an employee with this branch for only 1 month, came out from the back and was immediately able to get the manager, Brittany, on the phone. Brittany was still of no assistance and said she would be in in the morning to deal with the issue. On top of all of this, the room issued was dirty- hair in the shower, Culver's food/bags from the previous guest, and the bed was slept in. This is in the middle of a pandemic! We had no choice but to leave with absolutely no answers because we refused to stay in a dirty room. We called this morning to speak with Brittany to ensure the charges were corrected. Qianna, front desk worker, told us she was not there. We told Qianna that We were told she would be there and to get her on the phone. Within 5 seconds Brittany gets on the phone. No apologies, no greeting, she simply stated, "I took care of it as soon as I walked in this morning, it's the first thing I did, and I did not have your number to call and tell you" (my fiancée's number is on the reservation). We thanked her anyway and now sit and wait for the credit. Hopefully this nightmare does not continue after today. It is also important to note that we were not the only one that dealt with this issue. There were multiple guests in the lobby yesterday trying to get answers for double charges, dirty rooms, and being checked into occupied rooms. The employees mentioned above left their colleague, Daniel, high and dry. He conducted himself with grace and displayed the managerial and people skills the others lacked. He should be the one promoted to manger and given the authority to right the wrongs of the incompetence that is clearly a norm at this location. Long story short- save yourself the headache and do not stay at this location. read more

HOTEL: Check in was easy and no hassle. Lobby was clean and stylish. Staff was friendly and very accommodating as we needed a few things traveling with 5 adults, 5 children and an infant. Coffee, tea, cocoa, and ice water always available in in the lobby. There was a variety of food for breakfast so that all of us were able to find something-- even picky eaters, vegetarians and gluten restricted dieters. There is a small bar, open in the evening, just off the dining area. We did not use the small exercise room or the printing station. ROOMS: Very clean and nicely decorated. We reserved 2 suites: one for the family of 6 and the other for family of 4 (including infant) plus grandma (me!) We all thought of a suite as 2 connecting rooms--not so. The suite is an "L" shaped room with 2 beds. It wasn't what we expected but we made the best of it. If there had been at least a curtain to separate the one bed area, it may not have been so awkward (for grandma anyway) and have more of a "suite" privacy feeling to it. This suite arrangement worked better for the family with 4 children. Just be aware of the set up if you want the privacy. There was a second TV in this part of the room. Our room had a fridge and microwave but the other suite did not have a microwave. If you need one, don't assume. Surfari Joes "WATER PARK": The term "water park" is perhaps a misnomer. It is super small This actually worked out with the children (Ages 10-3) since the adults could keep an eye on everyone. Aside from 2 larger slides, the other pool areas are really for small children. I think teens would be rather bored with just the 2slides; only one of those really big enough for them). The day after Thanksgiving, the pool area with Lazy River, kiddie water slides, adult hot tub, etc was open but the 2 slides needed attendants weren't open until 3:00. Well, attendants didn't show up so the older kids in the group were disappointed. Someone finally came, but some of the kids had already gotten out of the pool at that point. "Water park" (a.k.a. 2 big slides) passes were included in the price of the room. It was a little disappointing (check out Zehnder's Splash Village for an awesome water park) but it was clean, the water and air were both warm. read more