Fairfield by Marriott Inn & Suites Hershey Chocolate Avenue — Hotel in Derry Township

I will start by saying that I was staying at the hotel with my wife and my 3 kids (ages 7, 4, and 1), along with our friends who also have kids (ages 7 and 4). The purpose for our stay was to enjoy the Hershey Park holiday experience, as this was our first time. The weekend that we stayed, there was a hockey tournament at the Hershey Arena and there were at least three teams staying in this hotel. I was never notified prior to booking that there was a hockey tournament and that this particular hotel was the epicenter for all of the players, otherwise I would have chosen a different hotel.

When we arrived, we were told that we would be assigned a room away from the hockey players as they can be noisy. The room were were issued for the first night was on quite possibly the noisiest floor of all. The room next to us was smashing a ball against our walls, jumping off of the beds and slamming into the walls to the extent that it was shaking the floors. Also, there was a full scale hockey game being played in the hallways. This all occurred until after 1:30am. I called the front desk 3 times, and the person working the desk came up all three times. He was able to quiet them all three times however as soon as he left, they started right back up. I ended up going into the hallways and took it upon myself to tell them to stop, to no avail. Needless to say, no one, including my 1 year old son, had much sleep that night.

That night, I requested a different room, but I was told the hotel was all sold out. The next morning, I requested again through the assistant manager for a new room, and she was able to provide me with a room on a different floor. She also comp'ed the first night.

Due to the lack of sleep, my kids (and my wife and I) were quite miserable walking through the park the next day (which was the only day that we had to spend at the park. We ended up having to leave the park early because my wife felt ill from being overtired and my kids were all exhausted. It ruined the experience that they were so excited for. The second night that we were there was a similar experience as apparently there were hockey players scattered throughout the entire hotel, being allowed to run rampant as their parents were getting inebriated in the lobby. Despite being exhausted, we were unable to sleep as the noise was persistent until around 12:30am. My kids were even complaining to the parents of the hockey players, and the parents...

I would like to preface this review with the fact that I have been in service my entire life, including managing a hotel myself.|I currently work for American Airlines at the Charlotte Douglas Airport.||The front desk agent Matt - caused me to walk away from a prepaid reservation and pay to stay at the Hilton Hershey property instead. Which was amazing, by the way!||I had a reservation for 6/15, and had called the week before to reconfirm an early check in. After working my 8-9-hour shift, I drove over 7 hours straight to Hershey PA to take my elderly mother to a concert at Hershey Stadium.|Once arriving at the Fairfield, Matt brusquely replied that I did not have a reservation. I explained to him that a Marriott Vacation Club Member had gifted me the room and it was registered in my name as well as theirs. He then "found it" and told me there would be no early check in although I had confirmed, and I would have to wait until after 4pm.||Mind you it is 11am, and at this point I have been awake well over 24 hours and am feeling faint.||He was so nasty, I took a step back to take a calming breath. He was then so rude to the next lady (in front of her children as well) that she exclaimed "is this how you treat Marriott Bonvoy Members? WOW!"||I knew I was unable to reason with this individual, and I was too exhausted to escalate the issue. So, I simply left and took my business elsewhere.||I called today after some thought on the matter, hoping to give grace, and it was Matt who answered the phone.||He was disdainful, snide, would not provide me with the GM's name or email and disconnected the call. I called Marriott Bonvoy myself and got the information I needed.||Matt is ABSOLUTELY NOT the person Guests should EVER see and interact with upon entering a Marriott property. A welcoming smile and spirit of kindness is necessary in our industry. Matt has none of these qualities.||Like I relayed to Corporate, Matt is most definitely a cause of loss of revenue for this location.||On a more positive note, Zira and Melisa at The Hampton Inn Hershey saved the day! Highly...

I booked this room for a trip with my partner and son. We checked in with Nate the office manager, grabbed our bags and went to our room. Immediately, after walking into our room, we received a knock on the door and it was maintenance asking to fix something in the closet. He said that he didn’t realize anyone was checked into this room and he would come back after we check out. 25 minutes after that Nate keyed into our room. There was no knock or anything just walked right in and I was not dressed. There was no apology or anything. I said “excuse me!”

My partner went down to talk to the front desk and the general manager was there. He apologized profusely. We appreciated that.

After returning from Hershey Chocolate World we asked the front desk if they could move our room so we could feel a little less on edge and the wonderful Katelyn was looking at a sheet as to where to move us. Someone from housekeeping was there and was clearly asking if she could clean a room for guests. The lady from housekeeping said to her. “Do you know how long that is going to take me to clean? Over an hour!” That was my final straw and when we went back to our room and Kaitlin called me to tell me that there were no rooms available. We made the decision to leave Marriott and go to a competitor hotel. I’ve never been so disappointed with Marriott until this trip.

After receiving a call from the general manager‘s boss, it just seemed that all he wanted to do was match up the stories and make sure they aligned. He did offer bonus points, which I appreciate and will give Marriott another try. It just seemed that my feeling violated when a manager walked into a hotel room without knocking doesn’t really matter.

If you want to go to a hotel and feel safe, do not...