Fairfield by Marriott Inn & Suites Lancaster East at The Outlets — Hotel in East Lampeter Township

We arrived early and began the check-in process, understanding that check-in wasn’t until 4pm but hoping our room might be ready sooner. After checking in, the representative instructed me to check back periodically to see if the room was ready.

Before leaving the counter, we requested a late checkout for the two rooms I had booked. The representative responded coldly, saying I could only receive a late 2pm checkout for one of the rooms. I mentioned my Gold status, expecting it would allow late checkout for both rooms if available. She dismissively stated that only one room could have a late checkout, even if I booked both. My wife asked if we could do 2pm for one room and 1pm for the other. The representative, with an attitude, agreed but continued to be unhelpful and visibly annoyed.

An hour later, my wife checked on the room status as instructed, but the representative she spoke to was different and gave her a horrible attitude. She dismissively repeated that check-in wasn’t until 4pm without acknowledging our earlier instructions. This left my wife feeling very upset about how she was treated.

Upon entering our room, I discovered that the toilet seat lid was not bolted down and simply placed on the toilet. Our friends in the adjacent room had the same issue, indicating a lack of basic maintenance. Later, we attempted to call the front desk to request a rollaway bed, making numerous calls with no answer. We must have called about 10 times. When someone finally answered, I asked for a cot, and a few minutes later, a gentleman arrived with a pack-and-play. When I explained the misunderstanding, the representative on the phone coldly informed me that they didn’t have rollaway beds.

While it wasn’t a problem that the hotel didn’t provide rollaway beds, the way we were spoken to from the moment we arrived was disappointing. Almost every staff member we interacted with made us feel like we were an inconvenience and didn’t want to assist us.

The next morning, my wife, three children, friends, and their children went to the lobby for breakfast. At the waffle station, we noticed the machines were unplugged, so we innocently plugged them in, thinking someone had forgotten. When we couldn’t find any batter, I asked for help and was told the waffle machines weren’t working. I pointed out they were heating up, but the staff insisted they weren’t functioning. The supervisor, who was extremely dismissive and had an attitude, reiterated this, becoming increasingly annoyed when I questioned the likelihood of both machines having the same issue.

It became clear that the staff didn’t want to serve waffles to avoid the cleanup. When I called out the supervisor on her attitude, she denied having one and made a snide remark about who plugged in the machines. I explained that I had plugged them in, thinking it was an honest mistake, and she walked away complaining about me to her coworkers, stating she didn’t have time for this nonsense. Even from the back room, I could hear her unprofessional comments.

This entire experience was incredibly disappointing, especially for a Marriott hotel where we expect a higher standard of service and maintenance. Every interaction with the staff made us feel unwelcome and like a burden. I left feeling frustrated and upset that I wasted my hard-earned Marriott points on such a terrible stay. I will never stay at this hotel again and have already advised friends and family to avoid it. Given the unacceptable service and conditions we experienced, I believe I should be refunded...

We stayed here almost every year since this hotel opened up. Now, (2 weeks ago) it just went Down Hill. We had to change rooms 3 times!!!!

NON WORKING: Air Conditioner Microwave TV Ice machine Juice Machine There was a brownish/ reddish stain, on one of our towels

At the time we were there, the hotel had almost No Quality Control. This was a "...no frills hotel..."

The breakfast food quality and quantity had dropped.

We have been going to Lancaster almost every year for the last 46 years, to celebrate our wedding anniversary.

This year, our wedding anniversary was ruined. The Queen Studio Suite, we requested several times before we arrived, had No Working Air Conditioner. Why didn't someone check it?

So we had to Celebrate our wedding anniversary dinner, downstairs in the breakfast area.

The 2nd Queen Studio Suite only had, 1 of the 2 working TVs and a Non Working Microwave. That room was facing the highway, which was very loud.

If you are planning to stay there, which I would not recommend, make sure your room is not facing the highway.

The 3rd room also had a non working microwave.

At least one of the hotels ice makers was not working. Which was confirmed by a member of the hotel staff.

They did have a hot breakfast. At the time that we were there, the bacon was so thin, you could have seen right through it.

The eggs were made out of a liquid batch, very bland.

They had no fruit, no hot oatmeal, in essence, the shelves were almost bare.

The juice machine downstairs for breakfast, had a sign on it "out of service".

They were two waffle irons downstairs for breakfast. But they were only available for Weekend Guests Only.

The second day we were there, we needed assistance to Move Our Room Again. 3rd time (I am disabled) Unfortunately, I was told by the hotel's management, all they had at that time was one person in the hotel and she was at the front desk. Eventually, someone did come to help us.

But at that point, the stress from everything that went wrong during those two days, was so much for me. I went into to a seizure and was rushed to the hospital.

Again, while we were there over the last previous years, the quality of the hotel and staff had no issues. The quality and quantity of the food, was very satisfactory.

The good thing about this hotel, if and when everything works, is its location. It is directly across the street from Dutch Wonderland. It is also a walkable distance to the Tanger Outlets, through the back door. There are also, fast food outlets directly next to the Outlets.

Due to the design of the hotel, I strongly recommend, that if you want a quiet room away from the highway, you should request a room, towards the back of the hotel and away from the elevator, which is next to the...

I had the worst experience that I’ve ever had with marriot! I have been with marriot for almost 4 years and I have been a titanium level member for 2 1/2 years. I have stayed with over 60 Marriott properties, And I’ve never had to write a negative review, until today. I checked into Fairfield hotel, the young ladies who checked me in very nice, And they both accommodated my early check-in request. I was given a key to my room, but before leaving the desk, I asked for a late checkout for 2 PM, which I was told would be OK. The next day I call down to see if I could push the checkout to 4 PM I was greeted by the general manager “LATONYA” she was very nasty and rude! She would not let me get a word in and she kept speaking over me. She told me that I had to be out of the room by 12 even though I was promised at 2 PM check out. She told me that she did not have to honor my request to stay later because I was using a discounted rate. I felt as though the conversation was getting a little heated, So I hung up. I immediately gathered my things and departed from the room at 11:45 AM After being uncomfortable with the conversation. Around noon, I received two calls from the hotel to my cell phone. I was already in my car so I felt no need to answer. I saw that I had a voicemail and listened. “LATONYA” the general manager Left me a voicemail, letting me know that my behavior was not Of one of a titanium member and that she was going to ban me from coming back to the hotel because I hung up on her and she also told me that she will be contacting someone over her so that I could be reprimanded. The voicemail was very disrespectful and tacky. I felt as though she was talking to a child the way she berated me. I’m not sure what type of training marriot has but she definitely needs to go back because you do not treat customers in such a way, there’s a certain way you talk to people, especially when you’re a manager. The voicemail came off as she was drunk with power because of her job title she berated me and made me feel insignificant! Mind you I’ve never saw this woman. The only interaction I’ve had with her was over the phone during the conversation. I did not raise my voice. I did not curse, and I did not interrupt her. I kindly hung up when I felt like she was being too rude. I don’t think I will be staying at that property again as long as she works there and I definitely would not recommend anyone to stay there. I have never been disrespected like this by a...