Fairfield by Marriott Inn & Suites Atlanta Airport North — Hotel in East Point

It is usually not just the rooms or the amenities that make a hotel stay a wonderful one or a horrible one. The ability to make a customer feel welcomed, to care for their needs and requests, to provide effective and speedy resolution if something does go wrong, the welcoming smiles and greetings are as important, if not more important. One may forget the color of the lovely couches in the lobby or the convenient courtesy breakfast they ate, but one will never forget how the staff of the hotel made you feel. I feel there's room for improvement in the customer service department. With all that being said. I truly appreciated one person's kindness. The young guy with the nose ring at the front counter was sweet, welcoming and helpful. He greeted my family and I with a smile and was very welcoming. I couldn't say the same for the other workers that worked the front desk nor the ladies that worked the kitchen. They act as if they couldn't smile and or greet people. When service is being delivered, it must be done right. It's simple Greet with a good morning or good afternoon. Always be nice, attentive, and welcoming when someone walk through the front door. The outside of the building was dilapidated. It needs immediate attention. It's a hazard and could potentially hurt a person or their possession (See picture.) There are other minor issues that shouldn't have happened. Like my husband booked our 2 Queen bed rooms 1 month ago to accommodate ourselves and our 2 toddlers. It's sad to say our room reservation was given up to a traveling college baseball team. Although I wasn't happy with the principal of the hotel not keeping our initial request, they tried to make up for it by giving my family of 4 an upgrade room (King bed and a sofa bed.) I must say the room was spacious but the bathroom door would not close. That was super annoying. If it's not one thing, it's another. They serve hot breakfast. The pool is upfront, right in the parking lot's view. Very convenient location - its near the airport and fast food shops. Overall, I'm thankful to the hard workers; housekeepers and kitchen staff for their tasking work. Im also grateful for the convenient location of the hotel which was one of many important thing we searched for when booking this reservation along with the 'free Breakfast'. We'd considered this...

We arrived around 2:00 AM after 13 hours of delays, cancellations, and a rebooked flight, completely exhausted and just needing a place to rest. The lobby had no air conditioning, no complimentary toiletries, and not even a toothbrush available for purchase.

We had booked a king suite but were told at check-in that it had been sold out. We were moved to a queen suite, which was fine—we just wanted to sleep. After about 15 minutes, we received our keys and headed to the room. The elevator felt unsafe, shaking noticeably and dropping suddenly, with a loose interior panel adding to our concern.

When we reached our room and opened the door, we were shocked to find that it was already occupied—the night lock was engaged and someone was inside. We returned to the front desk, where the staff had to shuffle rooms, call a manager, and eventually place us in a standard room. Again, we didn’t mind the downgrade at that point—we just needed sleep.

We finally got into a room at 2:45 AM, 45 minutes after our arrival. The AC clearly needed maintenance, but at least we could sleep.

The next morning, my husband needed to take an important work call. He tried to use the lobby, but it was 83°F in there, with only a few fans attempting (and failing) to cool the space. There also appeared to be a family staying in the lobby as they were there eating at 2:00 AM, still there at 2:45 AM and still there at 7:30 AM. It was completely uncomfortable and unacceptable for a Marriott property.

Upon checkout, we were told we’d be compensated for the numerous inconveniences and that a manager would follow up. A week later—no compensation, no contact.

My husband travels frequently and has stayed at Marriotts across the country. This was, without question, the worst experience we’ve had. Save yourself the stress and book...

From the desk clerks to housekeeping and maintenance all GENUINELY kind, courteous, professional. These days that is a rarity in the hotel industry. And the rate $78+tax (company rate or AARP) was quite reasonable but in this case, a blessing and a break. No, you didn't get the "well-you-got-a-discounted-rate-so what-do-you-expect" aire too many desk clerks, staff give you these days. Towels were pristine, soft & medium thick. Awesome! No stains in shower stall, no disgusting filter in the AC unit. Toilet was literally clean--under the rim AND the seat. Sheets were pristine, soft. Mattress and pillows were awesome. Firm, soft. Carpet had recently been shampooed. Even the window sill was clean.

They actually offer laundry service but there are working washers, dryers on site. Cameras are present so you wont have to worry about your clothes being taken. Remote was sanitized. I usually sanitize them with electronic wipes and find dirt. Not this one.

They actually served breakfast. Not just a to-go bag either. Room had no fridge or microwave but I was on the first deck with access to the microwave. The coffee maker had water stains inside so it hadn't been recently cleaned so I decided not to use it. They had coffee available 24/7. Usually fresh! Business center area was clean, organized, stocked and always available. Gym was well-stocked, equipment worked and was sanitized and always available to use 24/7.

Parking was tight but free (another plus) and a security guard was onsite. He assisted guests with parking too. No scary, creepy parking lot or corridor loiterers. Staff was masked!! 👍

They were not indifferent or condescending about mask policy either. I so appreciated their hospitality. Being genuinely kind is a rarity these days. This was a refreshing experience. Thank you again...