Fairfield by Marriott Inn & Suites Albany — Hotel in Albany

Second time in the Kensington Court area of Albany (very convenient), first time I've stayed at this hotel. First interaction started off poorly. Went to check in and no desk clerk. I found the restroom while my wife waited at the desk. When I returned the clerk was waiting on another customer. No problem. The person in front of me was checking out. That's strange, it was 5:00 PM. He clearly was not happy. When it was our turn the clerk apparently was still dealing emotionally with the last customer and the level of service he provided us was less than professional. He wasn't even Southern friendly. Snarky is the term I would use. When I asked about a late check-out, he told me that checkout was 12:00. I understand but my work, while brief, could potentially start late thereby pushing back my departure time. "Ask the morning clerk" was his only reply. Strange. I had to go back to him because I forgot a form but it was in my smartphone. He provided instructions on how to get a copy (email the hotel directly). Before he went to the back to check the hotel's computer he asked me if I was a platinum or gold member. I asked him why, his response? "It's just a question". "Yes, I know that's a question, why are you asking"? He told me forget it and retrieved my form. I walked away instead of further engaging. ||The morning clerk was completely different, friendly, polite, professional. I told her my experience and she gasped, literally. I told her about the question about if I was a platinum or gold member and she agreed, it was very weird to ask that question. If I was it would show up when I checked in. When asked if I could get an extension on check-out time she asked me when would I like to check out. "How about 1:00"? No problem sir. Wow, totally different experience. I returned to the hotel just before noon was standing at the desk at 12: 15 to check out and get back on the road.||Waiting for us was a bag along with a handwritten note apologizing for the way we were treated and hoped we would return. Inside the bag was some water and cookies. Very thoughtful. ||Would we return? Not sure. The room was clean, well stocked and surprisingly quiet. My only complaint is that it was on...

Last week, from 11-14 April, our exercise evaluation team had the pleasure of staying at your hotel. Each of your staff were very friendly and courteous to all of the team making our stay enjoyable despite the hours we worked and pressures of the day. The rooms were immaculate and the morning breakfast was wonderful. We would like to highlight one of your staff as truly exceptional, her name is LaTina Jones.

Each evening as we walked in LaTina greeted us with a smile and either welcome to the Fairfield Inn or it's nice to have you with us again this evening! After speaking with each team member, each one of us felt like we were part of your family while staying with you and LaTina played a huge part in making us feel not only welcome but at home. We watched her answer calls, fix more coffee, straighten up common areas and check in guests all while delivering that caring warmth. To a person, we all felt we received "World Class" customer service from LaTina. We routinely stay at other hotels but have yet to receive the level of consistent service provided by LaTina and your staff.

LaTina is the example of "World Class Customer Service."

On behalf of our team we hope you will take the time to recognize her outstanding efforts. If we come again to Albany for any reason, rest assured we will book with you because of the great staff,...

I want to start off by saying that Tina and the rest of the staff at the hotel are PHENOMENAL! I had to come to Albany for my Grandma's funeral. I gave 3 stars for a couple of reasons. First, I chose the Fairfield Inn because they said that breakfast was included. When we arrived we we were told that it was Breakfast to Go. I feel like that should be stated on the booking sites so that you can make a more informed decision. The breakfast choices were horrible! I have stayed at hotels that were able to safely serve a hot breakfast to the guests. Next, we just happened to stay the weekend that the hotel was overrun by loud Marines. Tina could barely hear me give my card info and had to ask them to please quiet down in the lobby. I'm not sure why they didn't stay on the Marine Base for free and not with people who were paying $125 a night to relax in a hotel. I had reserved 3 King Suites for my family. The rooms were clean and roomy. The beds are very comfortable. The rooms need be renovated to update the large AC unit by the window and an upgrade to the bathroom. I was glad that the pool and gym were open. This still makes me wonder why we didn't get a better breakfast if there was a COVID safety concern. There are many restaurants very close to the hotel and UberEats also delivers. Overall, I would stay again if they bring their...