Fairfield Inn & Suites by Marriott Columbus Canal Winchester

Chaz is the reason we're even considering coming back. He listened, took our concerns seriously, fixed what he said he'd fix, and followed up to check that things were okay. When they weren't, he helped again. He was the only staff member who followed through, and he personally brought the towels and toiletries we needed. My kids were excited to see him again, which says a lot. He should train both the front desk and housekeeping teams. His understanding, empathy, and work ethic are what customer service should be. If not for Chaz, this would be a one-star review. We stayed three nights, and the pool area was nice, but the pool floor wasn't swept once. Our four-person room started with only three towels and barely any toilet paper or tissues. Room service never came, even after I asked and checked again, and we never got replacement towels from housekeeping. There was only enough soap and conditioner for one shower for three people. Chaz couldn't believe that either. The rooms need better cleaning and supplies. On the plus side, the coffee was great, strong and unlike typical hotel coffee, and my kids loved the rotating breakfast buffet. I'd stayed at the Hampton across the street a couple days earlier. Its toilet paper was better, and the rooms had the towels and toiletries people needed. Fairfield came up short on those basics. The other front desk people seemed nice, which made it surprising when their actions didn't match their words.

Elish, Candice, and Chaz took wonderful care of me at the front desk, across different shifts and on multiple occasions. Elish was kind at check-in and listened when my husband and I ran into our first problem after arriving. He apologized right away and moved us to a room that suited us better. Each time I raised an issue, they listened, acknowledged it, and acted promptly. Chaz also followed up to check that I was okay and that my card and balance were charged correctly before and after checkout. Thank you to this terrific team of three. Candice and Chaz deserve promotions and would make good managers. During my wedding anniversary stay, I was repeatedly ignored by the manager, Monica, even though she seemed available. I had to track her down several times, and she still didn't speak to me. That needs to change. Managers should make time to talk with paying customers who have concerns. I hope corporate sees this and acts on it.

Our plans changed at the last minute, and Chaz extended our stay and moved us to a bigger room. He was patient, courteous, and thoroughly professional. He was fantastic, and you can tell hospitality is the right field for him. I wish every hotel had someone like him.

We've stayed here several times for work because the property is new, the rooms are clean, and the bathrooms are spacious. What really stood out this time, though, was Chaz. He was working alone at the front desk on our Tuesday night check-in, and he made my wife and me feel looked after and made sure our needs were met. As a frequent business traveler, I've received better hospitality from him than at St Regis or Conrad properties. He's one of the most memorable hotel staff interactions I've had in years.