Fairfield Inn and Suites
Reviews and Complaints

Hello we recently stayed at the Fairfield Inn in Deptford NJ. We stay their as a family twice a
Year for swimming and my husband stays every other month for business. We stayed Thursday July 12 through Sunday July 14th. On July 13th we left our hotel room at 0600 for a swim meet at GCIT. After a very long hot day at the pool we arrived back to our room to find it was never cleaned or even fresh towels. We were shocked and then while we tried to rest at 3pm housekeeping came to clean. When the day before we arrived back at the hotel at the same time and it was just as we expected, I do have to say the hotel has always been friendly and clean but will look for others now. Tammy

Was fired because my great aunt passed away in Denver I live in Indiana. I had to go plan for her funeral and got fired. Then tried to slander my name. Nothing but racism the hole time I was there. I hated here. Nothing but problems the day I started. I do not recommend working with Cerena or chante at Jeffersonville Indiana Fairfield inn. Unprofessional to the max.

Hello

I'm Nagai, membership #[protected].
Seems like I've been double charged regarding my stay at FF-Inn $ Suites Lexington Georgetown college Inn on 20th-21nd this month.
I actually used different credit cards for the reservation and the check-in though
both cards were charged for some reason.
Card# are ****6814 PNC Credit Card for the reservation and ****3265 5th3rd Debit Card for the check-in.
Could you please withdraw a billing one of them and send me a electrical receipt ?

I'd like you to get back to me by the end of the day.

Thanks

I recently stayed at a Fairfield Inn in Kennewick Wa. on a business trip. I had an unpleasurable experience, as did my co-worker. The hotel was undergoing renovations. I only requested housekeeping to come to my room once, midway through my stay. On the day that house keeping was requested, I returned back to the hotel around 5pm to find that house keeping never made it to my room. I did notice that they were a few doors down the hall (as the cart was partially blocking the hall way and I had to maneuver around it) and I figured that they were just running behind due to the renovations. I went into my room to work and figured they would be there any minute. While working, I heard vacuuming going on right outside my door and yelling back and forth between house keepers as they were trying to talk over the vacuum and discuss what rooms still " needs" this and that. (This went on for approx 45-50 min). Then all of a sudden complete quiet. By this time it was about 10 min to 6pm, and I had a "work" dinner to attend. At 6pm, I went down to meet up with my ride and thought I would mention to the front desk that house keeping still hadn't made it to my room. I was then told that housekeeping had gone home for the day. I was somewhat surprised as I had just heard them talking to each other outside more door 10 min beforehand. The manager asked what was needed. I informed her that I was wanting my room tidied up, beds made and some fresh towels. After being told, that it would be taken care of, I continued on to my dinner. Upon my return, I was displeased to see that the ONLY thing that was "taken care" of, was the towels. However even those were just left on my bed for me to put away. I was also running dangerously low on toilet paper which was another reason I had wanted housekeeping to visit. Upon my checkout I expressed my dissatisfaction about my experience, but wasn't too overly concerned, as things happen during a renovation, and I was trying to be understanding. I filled out the customer review, and within a few days, I was sent an email by the manager. In it, the manager said he/she would like to discuss my experience further as this was NOT typical of the level service that the staff at the Fairfield Inn strives to achieve. I responded promptly (twice, once immediately, and then again a few days later, when I hadn't heard back) with an email and my phone # where I can be reached. Fast forward a month and half. I have yet to hear back from the manager or anyone at the Fairfield Inn regarding my experience. It seems to me that my experience IS the level of service one can expect, and attitudes and service of employees reflect leadership, at least at this particular hotel. Currently my opinion is confined to this hotel, however depending on how this formal complaint is addressed, my opinion could spread to include all Marriot properties as a whole. At which point I would not be willing to secure any future reservations. I would like to discuss this with someone as there are a few things that I left out, (such as my co-workers experience) and would like to make someone aware of the experience.

Sincerely
Melissa

As a professional and a traveler, I have stayed at several hotels but have never experienced such unprofessional behavior. I received an unknown charge on my credit card from Fairfield Inn. I contacted the hotel to question the charge and speak to the manager. The manager was not available at the time so the front desk clerk, Lytia stated she would have the manager, William call me the next day. I never received a call. I called back two days after my initial call. I spoke with Jason who stated the manager would be in between 8 and 12 pm Eastern. I call back at 9 am very calmly to discuss the issue with the manager. The manager immediately gets on the phone and begins yelling that he will not be reversing the charges nor speaking with me as I ask for him to listen to me. William proceeds to tell me he will not be listening to me and hangs up the phone as I ask for him to not hang up the phone. I call Fairfield Inn back several times, Lytia continuously progresses to inform me that the MANAGER says he will no longer speak to me and to contact someone else for help. I called back to speak with the manager, William once again because I have never experienced such poor, unprofessionalism with a hotel chain. The only professional person at the hotel was Jason. William proceeded to tell me he was going to call the police on me if I called back to discuss my account with him. I was unable to receive a full explanation of the charge because of Marriott's incapability to hire a true professional staff to professionally handle customer service issues at their Fairfield Inn location residing at 3211 Exective Drive, Clearwater, Florida.

Yesterday, wednesday 5/23/2018, I came in from work to your hotel in frankfort kentucky where I had to use the restroom pretty badly but I get to my room and try to use the key card and the key does not work. I go down to the front desk, put the keys on the desk and there was a couple checking in and a guy was helping check them in. The one guy says, "sir, I will be right with you" as he continued to check the couple in. Then chris comes out from the back and says, "whats wrong now?" "what do you want, I can get you over here" (suggesting I step over in front of him to get assistance.) so I step over to him and said the keys dont work, whats going on? And he said, "oh, we've been having problems with keys demagnatizing today" and the other guy said yea, thats been a problem, to which I said, yea, right, thats [censored], I travel all the time, every week and my keys dont demagnatize by themselves! Can I get working keys please?"the chris guys said,"oh so now the keys dont work, what else is wrong?"to which I said,"so I am not supposed to address a room that smells like mildew nor keys that dont work, what, my health, I am not important?, I am just supposed to stay in a room that smells like mildew just because you say all the rooms smell like that?"and he's said,"I don't care what you do, its just like you have a problem and your not going to be up here cussing at me and expecting me to be nice to you."so I said,"I did not cuss at you, and he said you didnt say [censored]? And I said ok, my bad but I wasnt cussing at you, am I not supposed to be upset if I come back from work and my keys dont work and I gotta go from the 3rd floor down to the front desk and get keys that should already work, you would be upset too. So listen, I am sorry if I offended you, I apologize but man, this is ridiculous. Then he gives me the key, and I ask for two keys, he takes the key back and makes me two keys then I leave. So this morning I checked out and told the front desk ladies I will find a hotel that wants my money and cares about its guest health and welfare. Even though I am a black american veteran, my money spends just like any other americans. I did not deserve to be treated like I was some problem as I have usually stayed at marriott hotels in almost all of my travels across the us and canada. Now I will be changing to only hotels that have verifiable reviews that have treated their black guest as us citizens worthy of respect, dignity and worthy of good treatment like they do any other americans. I hope you act upon this information to enlighten and help your staff be more customer service oriented to help customers, not treat them like they are a problem.

On 5/3/2018, reserved a stay at Dania Beach Ft Lauderdale Fairfield Inn & Suites. The package was supposed to include transportation to the Port of Miami for 2. At check in Clerk Jose R. told me it was not included. So I called Customer Service and spoke with a representative by the name of Vega(female), who left me on hold for 43 min, without even checking back. Hung up and called back spoke to a rep. Named Pam who then transferred me to Customer Service Care named Trisha who was of no help, rude, insensitive and did not resolve my issue. I was not happy and told her several times that I would not have booked this hotel stay if the transportation was not included. She did not seem to care. Told me I was yelling at her and that she was going to disconnect the call. I was angry, but that is how I speak loudly. I asked her about the Fairfield 100% Guarantee and she stated I needed to speak with the manager at the hotel I was staying at. In my opinion, this is misleading information to get people to book a reservation at this location. I am 100% not satisfied with my reservation, stay, stress and the hassle.

5/6/2018 to 5/7/2018 My friends and I had booked a joining rooms. Jan got there earlier than we did. She gave them her American Express card and they charged both rooms to her. I arrived in town about 16:30 and asked that the double room be charged to me. I gave the Assistant Manager my Discover Card and went on to the room. I had made arrangements April 23rd and had a confirmation number for these rooms and the rates. Discover Card contacted me stating that a room had been charged to me for $130.00. I went to the Assistant Manager and explained the situation, giving him the confirmation number and the $88.40 senior rate for the queen room with double beds and a rate of $92.65. He was a bit arrogant but said things were straightened out. Today American Express billed Jan for $270.00. Jan called the Manager of Fairfield Inn at Lombard and got a runaround. Jan got mad and hung up on the lady. I called back and the Manager said if Jan would call her back and apologize she would call the credit card company! I have never in all my years as a Manager demand an apology prior to assisting a customer. This is highly unethical. Right or wrong you apologize for the incident and try to correct it. The Manager was VERY defensive and made it almost impossible to explain the situation. She just kept returning to her praises of the Assistant Manager.

My husband and I stayed at thi inn last night. The place was under renovation and when we went to the exercise room there was none. When we turned on the cold water in the room it was like an air lock and made enormous loud noises. The heating system in the room kept us awake most of the night. On a positive note the staff were friendly and the breakfast was fine. The seating in the breakfast area had bits of white stuff like maybe like from popcorn ceiling With those inconveniences I do not think it was right to not offer discounted prices on rooms until renovations complete Thank you Mary Ryan

My bf and I became homeless. Now I don't know if he is manger or whatover there at the fairfield. But he really should solve hus own issues before taking it out on thsrs. Though I would never stay there. This clown come running. Saying you need to leave. I just sat down on the sidewalk at a business across from the fairfield. He claims he has run us off more then once on weekly basis. I am serious I sat just sat down. If he didn't see that. We would have left as soon as I was done getting what I need to get. He has ego bad attitude and treats people that don't have his lifestyle like [censor] if he is a manager he is poorly dressed. He is the worst person I ever seen represent a hotel. You really need to get rid of that guy. Cop calling [censor]. Now I wilm call his place and file majorbcomplaint

Firstly, let me congratulate you on an incredible staff, check-in, room accommodations/linens etc. your staff were very kind to us after we had a bad experience with an Airbnb. Our room was 310 and looked out on a parking lot of neighboring hotel. Only sheer curtains were covering the window and I was very uncomfortable dressing and undressing in the evening. Please add some short curtains over the HVAC unit that are room darkening. Need a grab bar in bathtub and lighting for a woman to put on makeup. Again, overall a positive experience. We will stay again!

I had an accident in the room in which I when exiting the shower, I slipped on the floor and fell back onto the toilet hitting my head/neck, and lower back and back of leg(quad area) on the toilet. Because of this, the cover to the toilet broke. After letting front desk know of incident, we waited for over an hour and no one came to my suite to inquire or anything. I went back to front desk and the Acting Manager was on the phone. Several other staff were standing around. No one asked anything of what I needed or anything. 30 money later the Acting Manager was off the phone. She was very rude and unprofessional. I was needing to close out my account so I could go to the hospital. She proceeded to inform me what to pay for the toilet. I complained to deaf ears. So she debited my account for $100.00. I went to emergency room.. Last note I was going over my account and found that the Fairfield Inn and Suites had deducted another $130.00 from my account. This needs to be rectified. This was an accident not a case of playing around or something. I will be contacting g an attorney if this situation isn't rectified by the end of the week.

I called the Fairfield Inn in Dillon MT in January to reserve a block of rooms for a state shooting tournament in April. I explained to Ben at the time that I could not give names of people who would be staying because we didn't know who would be on the teams. I also explained that in March when we knew who would be competing that we would have them call and reserve with credit cards.
On 3/15/18 I called and confirmed that I had 15 rooms and requested an additional 3. I was told no problem email us the names of the guests.
Later in the evening on 3/15 I received a phone call from the hotel telling me that they only had 2 rooms and that a different large group had reserved all the rooms.
I was told that this hotel was great and had amazing customer service. I am highly disappointed right now. I believe that the correct thing to do would be to give the rooms to my group since I called in January. The second group should be the ones that are looking for rooms now. I have to have a place for these families to sleep and there are not a lot of choices in Dillon, MT. Can someone please get back to me ASAP with a resolution. My name is Koby O'Rear with the Laurel Shooting Education Program.
[protected]@gmail.com

Hello my name is Carrie. My family and I stayed at your location in Scottsbluff, Ne on February 24, 2018.
We had been driving all day and were quite tired. The suite was nice and clean.
As soon as we got in bed the people above us were running and jumping, It sounded like a heard of buffalos.were coming through the ceiling . It was so loud.
My first call to the front desk after listening to this go on for a half hour. I was told that they had no idea where it was coming from. I told the girl it is right above us can you please do something. Nothing happened and it continued. So I called again. The front desk girl tells me they didn't do anything because she didn't know who it was. I told her once again it up right above us.
For 10 minutes the loud banging stops. Then it starts all over again. My 2d call to the front desk the girl tells me she tried calling them . I tell her that the people are still making so much noise the ceiling is shaking. PLEASE do something. Nothing happens, one hour later I call again and tell the front desk this is rediculios we can't sleep. We couldn't even watch TV it was so loud. The front desk girl says I will try to call again.
Now on my 4th call I am fed up and I beg her to please do something more then a call because this isn't working.
It is now midnight and the extremely loud noise is still going on. I do not call again. We just suffer through it until we fall asleep.
I have never been treated so badly and our family is so disappointed by this company.

Buenas tardes nosotros somos una familia que vinimos de pr por lo que pasó sobre María el huracán llevamos 70 días aquí en el hotel marriott in millville nj todo fue bien los primero días ahora nos están privando de nuestros derechos y con racismo desde que entró una gerente nueva al hotel.hases unas semanas y nos quieren sacar del hotel nesesito q nos ayuden lo antes posible a vamos a llamar las noticias.

My family stayed at Fairfield Inn and Suites Denver Airport on the night of Jan 7th, 2018. We were in a "suite" which was only two double beds and one hide a bed couch. The room had a horrible smell of body odor. Also the room was very hot. We kept adjusting the thermostat with no results, it just was hot. Finally my wife suggested I look at the unit under the window which had a door over the actual controls. Once I realized this I was able to change the temp. The thermostat on the wall apparently is just for looks as it does nothing.
We had arrived after 4 full days of skiing in Aspen and then had driven 4 hours from Aspen to the hotel in Denver and were so tired that we showered and went to bed. We told the person at the desk about the foul smell but they just said "sorry" and offered no other options. Also I might mention that the "breakfast" was the most fake processed looking crap that I had ever seen. The coffee was ok but there was no cream anywhere. I couldn't even find an attendant to ask for cream. I did not eat any of the food as the eggs looked like yellow plastic, the sausages looked like rubber. Its sad that you offer "free" breakfast that my dog wouldn't eat.
I'm not sure what would help correct our stay because I won't stay in another Fairfield Inn again. I may stay at another Mariott property. So possibly a discount on the room or comp another stay may be in order.
Thank you for your time

We stayed at a Fairfield Inn and Suites on the north side of Atlanta on Jan. 1 (got in at 11:55pm). I am not sure of the exact motel because we were never given a receipt. Bottom line...The heat was broken in our room and I left with a sick wife and kids (all still sick four days later). Based on conversations of other guests during breakfast, it sounds like others were in a similar situation. It was probably about 50 degrees in our room that evening. We told the front desk and was simply given the response of "We're so sorry that happened. We will have someone look at it." I was really shocked they didn't (in some way) try to discount our room or give us a discounted rate for another Fairfield in the future. We are rarely in Atlanta, but I would imagine the company has certain policies and assistance for issues like that. We have stayed at Fairfields many times and always enjoyed our stay. However, this was not a good experience, especially when the front desk didn't seem to care.

I reserved a room for December 31st, 2017 with my Bluegreen points. Bluegreen is a timeshare that I belong to. The location was Fairfield Inn & Suites in Cartersville Georgia. When I arrived I tried to check in and the clerk didn't know how to handle it. Even after I showed him the voucher. He said to wait a moment and he went to get someone in the office. A women named Charsia Marcus came out and pretty much let me know that the document that I showed her was not a form of payment and that I still needed to pay for the room. I tried to explain that I have used my Bluegreen account to stay at Fairfield Inn & Suites before and that I had never had any issues before. She was very smug and kept repeating that she needed payment. I asked her if she could call someone to help her and she picked up the phone and dialed a number, but after a moment she hung up. She came back to me and started again that she needed a payment from me. I read the rest of my paperwork and find a phone number that stated that if I had any issues checking in I should call right away, so I called. While I was on the phone with the person that I explained the issue to, they called Charsia Marcus the General Manager. I could hear them explain to her what she should do and then she motioned for me to come back to the counter. She then tried to say that they had to give her a new number to pay for the room. I don't know what all she was supposed to have done, but it didn't seem like she knew her job very well. She also did not treat me very well. She never even said sorry for the confusion or anything. I don't know how someone like this got a general manager's position, but she needs lessons on how to treat customers. The whole time she was dealing with me I felt like it was my fault that I didn't have the right information for her. Every other time that I have stayed with Fairfield Inn & Suites with my Bluegreen account I walk in and give them my name and they check me right in and say it's already been taken care of.

I had been given a rate by phone a few days earlier. The manager by the name of Teresa was very kind, mentioning she would be off today. I called to make reservations for tonight, quoting the given rate to the Manager on staff. I was yelled at, insulted and told that rate does not exist (as she mentioned several teams had just "shown up"...translation, your reservation in no longer needed). As a business owner, I would never permit that type of behavior. I simply hung up and called another Hotel in Muskogee.

I booked hotel reservation through Booking.com for 01/19-21/18. On 10/27/17 my credit card was charged $206. I called the hotel and per Desia as of 10/30/17, I'm being refunded however this cause me $180 overdraft charges at my bank. I was told by Patricia (10-31/17) that rate code APBH means advance payment (How am I to know this?) and granted it does states you'll be charged a prepayment of the total price at any time, but it does not states without pre-notification. If I had known this I would not have kept the reservation nor allowed the authorization this early. I am use to paying my total payment upon leaving. I haven't even had the chance to stay at your hotel and I am already $180 in the hole and your Jacksonville hotel could care less. I am so upset to the point of cancelling my reservation but afraid I will be charged the $183 for cancellation. Patricia stated I had 24hrs upon arrival to cancel but how can I believe that on what has already happen to me. I really need for someone to contact me to explain and give writing on this rate program APBH and the pre-authorization with notification.