Fairfield by Marriott Inn & Suites Somerset — Hotel in Franklin Township

I've generally had a good experience with this chain of hotels, however, I had a terrible experience with this particular Fairfield Inn for multiple reasons. We hosted our wedding at a nearby venue, and hosted our guests at this hotel for the weekend. For several months prior to the event, we were in contact with the hotel coordinator Ms. Robin. We had multiple email exchanges and phone conversations for the room reservations, but the night before our big event, we spent at the front desk because almost every guest was overbooked.

To the rooms that were given to the guests, many were left uncleaned -- with hair in the bedding and shower. They would urgently send staff to clean in the moment of, while the guests then waited outside. For at least 5-6 incidents, they provided the SAME room to different guests. We had guests walking into another occupied room in the middle of the day or night... how ridiculous and honestly unsafe is that? This was an extremely unprofessional mix up on their part, and it happened more than four times. Even for guests that had confirmation emails, when checking in (sometimes at night after a long flight) they were denied a room. Instead, my husband and I had to spend 3 hours the night before our wedding, fighting with the front desk staff and showing emails proving that our vendors and guests had these rooms booked and paid for Lastly, our final bill the week after our wedding was grossly overcharged. We spent a long time disputing charges with the hotel staff.

We notified the wedding venue with our experience at this hotel, as well. And strongly urge others hosting a large event nearby to not host guests at this hotel. It was truly the only stressful part of the wedding weekend, and it is disheartening to see how one vendor could mess up so badly and contribute so negatively to the overall experience.

The staff, manager and owner included, acknowledged their mistakes but stated they cannot offer any compensation besides 1-2 free rooms *we had over 70 rooms booked. And when friends and families left negative reviews on Google at their own choice, the owner called us angirly asking us to remove them. It was not our encouragement but truly the experience of the guests that led to those reviews.

Overall, poor and extremely inexperienced staff, overbooking guests and not following coordination protocols, the manager and owner are more interested in business and money rather than customer...

BED BUGS. BED BUGS. BED. BUGS. I'm stating that right up front so anyone skimming the reviews sees it immediately.

We stayed here two nights for a wedding over the 2022 Memorial Day weekend. We did not notice anything immediately, but as my wife got ready to go to bed she found one mature bed bug. Not having had interactions with the pest before, she thought it was a tick, which is gross, but doesn't usually indicate an infestation. I had been visiting with friends and came back to the room a half hour later and immediately realized that it was much worse than that. Checking the corners of the bed, we confirmed that it was indeed a bed bug infestation and had likely been that way for some time since there were examples spanning the life cycle chart of bed bugs. Needless to say, we immediately vacated the room.

To be fair, the staff at the hotel was somewhat accommodating. They immediately gave us a new room and comped our entire stay. However, they did not offer any preventative measures, did not do anything to ensure the new room (which was on the same floor) was not also infested, and were not able to even advise me on their standard sanitation practices. Upon inspection, our new room was clean and we advised numerous friends staying in the hotel to check their rooms, which yielded no further bug findings.

Over the course of the weekend, we walked past the room multiple times to see if anyone else was staying in the room or if they were cleaning the room or anything at all. Nothing. No precautions were made to ensure that the infestation wasn't spreading. A simple Google search shows that bed bugs can and will travel between rooms, so this was highly concerning.

Almost a month later, despite taking extensive precautions, I live in fear that we brought the pests home with us since they can live for months without feeding (gross). I would happily pay the cost of the hotel stay in exchange for peace of mind, so while the comping of the room was appreciated, in my opinion it is entirely inadequate. Do better.

Suffice to say, we will not be staying at this hotel ever again, and furthermore will not be patronizing any Fairfield hotels in the future. Please heed this warning and stay somewhere else - there are plenty of other hotels...

I am so disappointed with the service at this hotel. It was literally my biggest stressor throughout the whole wedding process and definitely on arrival day and wedding day. They had a lot of turnaround in managers from when I booked until the wedding from July 2022-November 2023. I ultimately ended up working with Giovanna who is the current manager, she is really unorganized and retracts a lot of things she will tell you so make sure you pay attention to every correspondence with her. She gaslighted quite a few things that happened and tried to say she never said them to me but I keep everything in emails. She told me my hotel block fully booked the hotel at one point then turned around and said I had only 25 rooms booked after i bought hotel bag items for the amount she told me originally. Obviously I was aggravated but what can you do at that point. We get to the hotel the day of and it’s chaos. One of two elevators is broken. I am being told by front desk the shuttle schedule I discussed, emailed and confirmed with Giovanna will not work as the shuttle only runs in the afternoon, when she originally told me it ran all day. At one point, I literally caught her telling a guest from my wedding on the phone that shuttles start at 4:15pm when our ceremony was 4:30pm and it was confirmed with her beforehand they start at 3:30pm. She assured me there would be shuttles for everything I asked for previously at the end of our conversation only to find out there was none to pick up my girls and me in the morning. If it weren’t for the Maitenance guy at the hotel driving us in the shuttle to the venue the morning of we would’ve had to take multiple cars to get next door. My sister’s room was hooked up with my brother’s reservations and name on her tv somehow. My brother had to switch rooms twice. One room had no heat and the other no TV. I asked them multiple times to make sure the shuttle signage i provided was put out only to find out on my wedding day from my cousin it was not..to the point my cousin had to go up and tell them yet again to put it out. I would not recommend this hotel to anyone, I have stayed here multiple times for weddings so I thought it would be fine.....