Fairfield Inn & Suites by Marriott Guelph

STAY SOMEWHERE WHERE ELSE IF YOU EXPECT TO BE RESPECTED If I could give "Debbie" a zero or even a negative rating I would. I had a medical emergency at the 48 hour cancellation window and was in the ED (with my hospital band still and records in hand so I could offer proof). I let her know I am in town to convene sport because the regular Guelph local convenor is out of province to get to his ailing brother. My doctors wanted me close to home and were assessing if heading out of town was ok. In the meantime I tried to call to speak to someone last night (April 9th) three times with no success. It just kept ringing and ringing. I called first thing this morning and spoke to "Debbie" who is the "General Manager" (I know because I tried to escalate at property). I explained my situation and given my status - I tend to try to stay at Marriott properties and she insisted on not allowing me to cancel, a voucher for another stay (I am not in Guelph often so explained I was covering for another convenor only). When I asked for a manager and learned (in the rudest way possible) she was I told her that I would take care of it "another way". I called over to Marriott who, given my years of stays and status was happy to do so. In the meantime, while we were chatting Debbie - and I have read the past reviews and the glowing service reports so they have clearly not had the full management experience - put the charge through on my AMEX. I called back - and asked "Debbie did you put a charge through on my card"? To which she replied - yes we put through all "no shows". I then asked how am I a "no show"? to which she said "you told me you weren't coming you weren't coming". I never said that I wasn't coming - I said I was told not to come and was hoping to cancel. I then explained that as a courtesy due to my loyalty the reservation was cancelled and she SCREAMED "I don't care - I will just put it back on" and then HUNG UP ON ME! I have since called both my credit card company as it was illegal for her to put the charge through as a "no show" as I have until midnight to "show up"! - so not cool. I called Marriott customer service back and by the grace of god got the same customer service rep Mary back. She was as shocked as I was as to their property's "General Manager". We both agreed she has no business being in customer service and perhaps this is a franchise in which case - she has no business being an owner. While the other staff may be lovely - Debbie - you are a horrible GM and you need to get retrained (which honestly I am unsure that attitude can changed as its likely baked in) or let go.....Good luck to this location with that at the helm

Stayed here my first night in Guelph. Room was great and I enjoyed the gym in the morning.

I booked this property for the pool. No where on the website did it say the pool was not in service. When I arrived I was told this. I stated the pool is the reason I booked. The staff told me it’s on the website I replied that it is not he again said yes it is. I have checked the. Website again and no where does it say the pool is not in service. Very disappointing. The staff did transfer us to another hotel with a pool. That was greatly appreciated.

Location. Cleanliness.

The hours for breakfast were too short. Should extend till 10 am.

Pool and hot tub

Quality at the right price.

None