Fairfield by Marriott Inn & Suites Madison East — Hotel in Madison

There were 10 of us that went to a Morgan Wallen concert in Madison. We booked 3 rooms at Fairfield Inn via the internet. I booked the rooms 3 1/2 weeks ahead of time. We received email and text confirmations for the rooms. When we got to the hotel, the desk clerk told us that we didn't have reservations. I showed him the confirmation messages and he still refused to look up our reservations by our last names. He argues with us for over an hour. Very rude and loud and not willing to help. Totally embarrassing. Meanwhile, the people we were traveling with had to sit there and listen to this all. The lobby was full of other patrons, which they heard it all too. He proceeded to tell me that my credit card was denied. I had proof from my credit card that we paid for the rooms when we booked. The desk cIerk told me he needed my credit card to pay for the rooms. The rooms were over $2300 and I wasn't gonna have my card charged again. I called the number that I booked the rooms with and they confirmed that we had room reservations and the payment for the rooms were paid when I booked. They tried to call the front desk to confirm that rooms were reserved and paid for. The desk clerk told them that he was busy and to call back in 30 min. We went to dinner. Came back and asked Rocsoe if he heard from booking company. He told me No! Once again, VERY RUDE! I then told him that they did call and he told them he was busy and to call back in 30 min. He said Yes they did but I haven't heard back. I asked him to please call someone for me to make sure we had the rooms for both nights. He dialed the phone and literally threw the phone at me and left the front desk. I did talk to someone who confirmed our rooms and that they were 100% paid for at booking. Fast forward to 4 days later. I called customer service to file a complaint. Was on phone for over an hour. The only response I get is they are very sorry. |I also would like to point out that the hotel is very old. The rooms were very warm and the air conditioning took forever to cool down. There was no long mirror. The rooms smelled of smoke and musty smell. The beds were hard and very uncomfortable. I would NOT recommend staying here. And would think twice before making a room reservation with Marriot. Their customer...

YOU ARE NOT SAFE HERE! Avoid this hotel at all costs. Housekeeping and management both are not to be trusted. I spent 150+ nights with Marriott last year alone and I have never been so disgusted by a hotel.

I was staying at this location for about a month before the housekeeping began messing with room while I was out. They took someone else's dirty bars of soap and placed them in my shower hidden behind my personal bottles of soap I travel with. This was clearly intentional and no accident. There is no explanation for treatment like this. If they are willing to go this far, are they also putting dirty sheets on your bed? Cleaning your toilet with your toothbrush? How far are they willing to go? I immediately checked out, contacted management and requested a refund for one night of my stay.

No one got back to me so I continued following up on my own and was told the incident was under investigation. A week or two later I spoke to the office manager, Liz, on the phone. Off the bat she was overly defensive then ultimately aggressive towards me. She accused me of putting the soap there myself just to get a free night from the hotel. She said she spoke to housekeeping and they denied placing the dirty soap in my shower. (Of course they would deny this, who would own up to a fireable offense?) When I asked to speak her manager, Kimberly, Liz told me and I quote "She is going to be harsher on you than I am". Despite multiple requests to speak to Kimberly she refused to answer my calls or call me herself. Never in my life have I been treated like this as a loyal customer. Despicable behavior all around this hotel. Please stay...

Our stay was nice once we were able to check in. We arrived a little after 3 to check in before attending a 4:00 wedding in the surrounding area. No rooms were available as they were still being cleaned. We had to check in after leaving the wedding at 9:00pm. The process went quickly and smoothly at that time, it just would have been nice to check in earlier. Our room was spacious and clean with a separate sitting area which contained a pull out couch. My children were impressed by this, and the fact that the room contained 2 tvs. Breakfast in the morning was delicious, but didn't start until 7, which may be a little late for some depending on the reason for staying. Instead of a normal large round waffle, the iron had 4 mini waffles, which was also a hit with my children. The layout of the breakfast area was a bit cramped, but the selection was good. The food was the best I've had from a hotel. Seating was packed and we chose to sit outside. The day was warm, though a bit breazy, but every other table was taken. When they were out of napkins and I asked for one, the staff located more immediately. The pool was nice, though not very spacious. Overall, we had a very pleasant stay, and would stay again if an event came up in the area and we chose to stay the night.

On a side note, we were supposed to receive a welcome basket from the bride and groom at the hotel, which we never recieved. I can't say for sure what happened with that one way or another, but thought I'd mention it for any in a...