We booked a last minute room at the Fairfield Inn and Suites located in Middletown, Ohio. After making the drive we checked into our room around 6:30 PM on Saturday, December 11. The arrival experience was perfect and the associate checking us in did an awesome job. She was not able to honor our request for a high floor despite the hotel being nearly empty for the evening but at this point that was not an issue.
We attended a small holiday party that evening and returned to our room around 11:30 PM and were in bed before midnight to get a night sleep planning to depart around 8 AM.
At about 12:30 we were awaken by what sounded like a basketball game being played in the room directly above us. There were lots of loud voices and an obvious party going on. I called the front desk and was told by the night clerk that she had lots of complaints and that there was a college basketball team on the floor above us.
The party up stairs lasted well past 5:30 AM that morning and the noise only continued to get worse. The clerk was unable to do anything including being able to move us to a room on an upper floor or away from the noise. The party upstairs was directly above our room.
As a Platinum Elite Marriott Rewards member I asked numerous times to speak to the Manager on Duty or the General Manager of the property with no success. The General Manager, Veronica Haheu refused to answer her phone or return messages left by her staff.
We finally were able to get to sleep after 6:00 AM and managed to get a little rest before having to get on the road. I again asked the desk clerk upon check out if the General Manager was available and was told that she had numerous complaints from other Hotel guests but that Mrs. Haheu was not reachable by phone and had not returned messages left for her.
Despite leaving messages for the General Manager to call me I have yet to hear anything from anybody about this. I was told that when staying at a hotel when there is a sports team that this is what happens and there is nothing the hotel can do.
I am extremely dissatisfied with the total lack of service that I received from both Mrs. Haheu as the General Manager of this property as well as from Marriott.
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