Comfort Inn Fairfield Napa Valley Area

We booked the hotel for May 25–26, but we arrived at around 2:00am on the 26th after a long day at Disneyland and long travels. When I approached the front desk, the male staff member was busy on his computer and, without looking at me, said, “I’ll be right with you, I’m in the middle of something.” After about 2-3 minutes, my husband arrived after parking the car, and the staff member again said the same thing while continuing to work on his computer. We were extremely tired, and at that moment all we wanted was to lie down and feel welcomed. He eventually assisted us and was okay overall, but I believe the customer service could have been more considerate and empathetic by acknowledging tired guests more warmly and making them feel welcome. The next morning during breakfast, I noticed that the eggs and sausage were empty, so I asked the front desk associate if they were going to refill them. She politely said yes and mentioned they were currently cooking more. She immediately went to refill the food right away. Later, on my way upstairs, I stopped by the front desk again to ask if they had received my reservation. She checked and informed me they had not. I then realized it was actually my mistake because I accidentally booked the dates for May 27–28 instead of May 26–27. She politely asked if I wanted her to cancel it, and I said yes, please. The process was smooth, and her friendly smile made my experience much better compared to the night before. I also noticed that even when she was busy working on her computer, whenever a guest approached the front desk, she would immediately look up, greet them warmly, and ask how she could help. That small gesture greatly improved the guest experience. Her name is Alejandra, and I want to recognize her excellent customer service. I would also like to mention that I stayed in Room ***. Please avoid assigning rooms near the emergency exit if possible, because I had difficulty sleeping due to the noise whenever someone entered or exited through the emergency exit door. It often sounded like someone was trying to open my room door. Additionally, during the power outage, the front desk associate informed me that the elevator could not be used. I asked whether my key card would still work to open the doors, and she said yes. However, when using the stairs, I noticed there was very little lighting on the second-floor stairwell. There was lighting on the first floor, but the second-floor stairs were very dark, making it difficult to see and potentially unsafe. I recommend adding emergency lighting there to help avoid accidents. Overall, despite a few concerns, I appreciate *** excellent customer service and professionalism, which made the experience much better. Thank you Comfort Inn for listening.

We booked the hotel for May 25–26, but we arrived at around 2:00amon the 26th after a long day at Disneyland and long travels. When I approached the front desk, the male staff member was busy on his computer and, without looking at me, said, “I’ll be right with you, I’m in the middle of something.” After about 2-3 minutes, my husband arrived after parking the car, and the staff member again said the same thing while continuing to work on his computer. We were extremely tired, and at that moment all we wanted was to lie down and feel welcomed. He eventually assisted us and was okay overall, but I believe the customer service could have been more considerate and empathetic by acknowledging tired guests more warmly and making them feel welcome. The next morning during breakfast, I noticed that the eggs and sausage were empty, so I asked the front desk associate if they were going to refill them. She politely said yes and mentioned they were currently cooking more. She immediately went to refill the food right away. Later, on my way upstairs, I stopped by the front desk again to ask if they had received my reservation. She checked and informed me they had not. I then realized it was actually my mistake because I accidentally booked the dates for May 27–28 instead of May 26–27. She politely asked if I wanted her to cancel it, and I said yes, please. The process was smooth, and her friendly smile made my experience much better compared to the night before. I also noticed that even when she was busy working on her computer, whenever a guest approached the front desk, she would immediately look up, greet them warmly, and ask how she could help. That small gesture greatly improved the guest experience. Her name is Alejandra, and I want to recognize her excellent customer service. I would also like to mention that I stayed in Room ***. Please avoid assigning rooms near the emergency exit if possible, because I had difficulty sleeping due to the noise whenever someone entered or exited through the emergency exit door. It often sounded like someone was trying to open my room door. Additionally, during the power outage, the front desk associate informed me that the elevator could not be used. I asked whether my key card would still work to open the doors, and she said yes. However, when using the stairs, I noticed there was very little lighting on the second-floor stairwell. There was lighting on the first floor, but the second-floor stairs were very dark, making it difficult to see and potentially unsafe. I recommend adding emergency lighting there to help avoid accidents. Overall, despite a few concerns, I appreciate *** excellent customer service and professionalism, which made the experience much better. And thank you Comfort Inn for listening.

Comfortable Stay.

Spend a bit more for somewhere better