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Bobbi O

Customer service lacking

2.0 of 5 bubblesReviewed 30 May 2023
Was with a group charter bus from church. There was 29 couples. They were supposed to have someone take our luggage up to our rooms. No one was available to do so. The tour company had paid for it. After talking to tour Co., it was supposed to have been fixed, yet on departure 2 days later, still no one to take luggage down. Desk employee was not friendly. They were remodeling throughout the hotel. Some of us got new rooms with no microwave or frig. Some got tv that didn't work, some got dirty rooms. Then the breakfast was definitely lacking in taste. Sausage was obviously microwaved by staff, not fresh. Microwave in food area didn't work well for just a few seconds to microwave a blueberry muffing. Staff said he would take it to the kitchen area & warm it for me. I didn't want to bother. Just ate it cold. Coffee was strong. But breakfast was included. Had friendly experience with other guests.
Date of stay: May 2023
Trip type: Travelled with friends
3.0 of 5 bubblesValue
2.0 of 5 bubblesLocation
1.0 of 5 bubblesService
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Anthony Pompa, Owner at Fairfield Inn & Suites by Marriott Lexington Georgetown/College Inn, responded to this review
Responded 31 May 2023
Being a limited service hotel we only have a limited amount of staff. We have to bring in additional help to assist with luggage service. The people who were supposed to be on property for the group failed to show. We advised your tour leader and bus driver that luggage service would likely not be available on the way out as a result. The service was not prepaid and as a result nobody was charged for luggage assistance.

We are halfway through our remodel and all new rooms do have microwaves and mini fridges. They are within the closet built ins. Nobody inquired as to the location of these items as we would have been happy to have shown them.

The majority of breakfast items are pre-cooked and meant to heat and serve. We do not have full kitchens where we can cook things from scratch or to order. This is typical of the majority of limited service properties.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed 15 May 2023 via mobile

Slightly difficult to find. GPS really helps! Extra large room. Clean, pleasant. Breakfast included, but not anything to write home about. Several breakfast restaurants within walking distance nearby. Access to your private Netflix prime TV, etc. Close at front desk.

Date of stay: May 2023
Trip type: Travelled as a couple
Thank Helen711
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Anthony Pompa, Owner at Fairfield Inn & Suites by Marriott Lexington Georgetown/College Inn, responded to this reviewResponded 15 May 2023

Thank you for staying with us. We're glad you enjoyed your stay and hope to see you again when we're fully renovated!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 May 2023

We have stayed at this inn numerous times and since we came back several times, we obviously were satisfied. This time we stayed two nights. When on the afternoon of the second day, our room had not been cleaned, we mentioned it to the front desk. They informed us they only provide cleaning if you stay for at least 3 nights. So, let me
Get this straight. You expect us to pay you the full room rate every night, but every other. Nght you will provide us with only half the service. Got it. So happy to pay for nothing.

Date of stay: May 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank TravelingBill
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Anthony Pompa, Owner at Fairfield Inn & Suites by Marriott Lexington Georgetown/College Inn, responded to this reviewResponded 15 May 2023

Thank you for staying with us. Our hotel follows the Marriott standard of offering housekeeping services at certain intervals during your stay unless daily service is requested. This is done in an effort to support sustainability and to minimize the impact on our limited housekeeping staff. Typically travelers staying 2 nights do not require any housekeeping during their stay which is why the standard is set as a cleaning every 3rd day of a stay.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 March 2022

The room was not very clean - a sock on the floor and a dog toy under the chair. There was no shampoo. For a Marriott member at the Silver Elite level, this was not a great place. The usual breakfast stuff.

Date of stay: March 2022
    • Sleep Quality
    • Rooms
    • Service
1  Thank bikerbabe77
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Anthony Pompa, General Manager at Fairfield Inn & Suites by Marriott Lexington Georgetown/College Inn, responded to this reviewResponded 30 March 2022

Thank you for choosing to stay with us. Your comments have been shared with our housekeeping team. We apologize for your experience. Please know that Marriott is changing the way amenities are offered in the room which has resulted in supply shortages for shampoo, conditioner, and lotions. Single use bottles will no longer be offered as we move towards larger and reusable options which are more eco-friendly.

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Reviewed 27 January 2021 via mobile

Already spoke to them about this. It’s just dated. Like most of these Marriott now they want you to watch their stuff, and limit access to HDMI ports. Internet was decent but, at least they offer a better speed for a price.

Comfortable sleep. Clean, good stay for the money.

Date of stay: January 2021
Trip type: Travelled on business
1  Thank dorkstravel
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Anthony Pompa, General Manager at Fairfield Inn & Suites by Marriott Lexington Georgetown/College Inn, responded to this reviewResponded 29 January 2021

Thank you for choosing to stay with us. As we head towards our next renovation cycle technology and work space within the room will certainly be one of the main focuses. We will share your feedback with the design team when the planning phase begins. We hope to see you again on a return visit to the area.

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Reviewed 13 November 2020

Stayed one night for a conference in Lexington. Really good third-party rate. Front desk clerk was friendly (he was there at both check-in and check-out!). Bed was comfy, room was clean and WiFi was very good. Shower had good water pressure and temperature, though there was rust around a drain fixture. Biggest problem was drapery -- main curtains were the ones that don't close, and the outer one was so thin that people outside could easily see into my second-floor window if I had any lights on. The property is very near I-75 and road noise was sometimes an issue, except when the heater was running (it was just noisy enough to kill the road sounds, but not so noisy as to be an issue of its own). Breakfast was grab-n-go because of COVID. Overall a goood stay.

Room tip: Request a room away from I-75 because of noise and on higher floor because of thin curtains.
Date of stay: November 2020
    • Sleep Quality
    • Rooms
    • Service
Thank realkyhick
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Anthony Pompa, General Manager at Fairfield Inn & Suites by Marriott Lexington Georgetown/College Inn, responded to this reviewResponded 29 January 2021

Thank you for choosing to stay with us. We appreciated the opportunity to host you for your conference. We will evaluate window covering options as we head into our next renovation cycle. We hope that we can welcome you back again on a return visit to the area.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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