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I am a Marriott Bonvoy member and stay at hotels on an average of twice a month for family adventures. This was my worst experience customer service wise at any hotel in the past five years of frequent hotel stays from Seattle to San Diego to Sun Valley and everywhere in between. When we visit the Sun Valley/Ketchum area in Idaho we usually stay at the Limelight Ketchum. I chose the Fairfield Inn & Suites Hailey because it was pretty much a brand new property at the time. I also wanted to use my Marriott Bonvoy membership because it was a three night stay (3/17/22-3/20/22) and wanted to earn some points and had seen decent reviews. There was one Google review with a poor customer service rating but that guest was eventually helped by other staff members so I didn’t think much of it at the time. When my kids and I went to use the pool and asked where the pool was located, we were asked if we had a room key in a harsh and rude manner. Like I stated before, we average two hotel stays per month for the past five years and have never been asked if we had a room key when inquiring about the use or location of amenities. The other poor interaction with a staff member was upon walking outside to our car with a maintenance staff member whom we greeted with a smile and a hello, only to be blatantly ignored. Again, not an experience we have ever had before. The only good interaction that we had with a staff member was with a housekeeping staff member whom we greeted with a smile and hello and the greeting was returned with the same smile and hello. After reporting the experience to Marriott Bonvoy member support I was sent an email from David Hansen. I appreciate the return email and effort from him but didn’t feel like I wanted to have anything else to do with this particular property after the worst customer service experience we have ever encountered during hotel stays.

Gorgeous little lodge. Very well decorated. Comfy clean beds, fluffy pillows, and brand new amenities (coffee maker, mini fridge, etc.). 50” TV with premium cable. Patios and access to the central courtyard, which would make it super easy to walk your dogs, so its pet friendly. Courteous staff. Across the street from a charming shopping center. Not much more you could ask from a cozy lodge in an up-and-coming, newly constructed area of central Idaho.