Fairfield by Marriott Inn & Suites New York Manhattan/Times Square South — Hotel in New York

Bed bugs and worst disrespectful front desk staff.

Unacceptable treatment to their clients - will never consider this hotel ever again - and 30 years of travel for work and leisure. I never had such a bad experience and straight in the face disrespectful behavior and lies from front desk

At time of checkin morning around 9am arriving straight from the airport the front desk, Victor couldn’t check me in or anyone else due to internet being disconnected for half an hour already, some guests are forced to sleep in the lobby like an elderly lady on one of the coaches… I insisted and discussed again with Victor, another front desk lady, and Robert at front desk around 11:35am… Robert said we don’t have Internet, and if I am not wanting to wait, he will cancel my reservation, I questioned if this was a threat, he said it is not, but he is ready to cancel the reservation…I told him you’re not canceling any reservation, and that actually my reservation was starting yesterday and I should have had already my room ready to go in right away when I arrive, especially after 10 hour flight red eye, he said he can’t do anything, I said, what if the Internet comes at 6 PM, will you be holding all your guests until 6 PM to check them in or even later, he said no, we will figure it out, I said, why don’t you figure it out now, why don’t you have a Plan B? He said well OK we will work on a Plan B. I told him many guests I can see for the last 2 1/2 hours are checking out, which means you have rooms available, you can call housekeeping he said OK we will work on that as part of the Plan B, or if the Internet comes within 40 minutes after Internet is working I will check you in, conveniently right after I spoke to them, I checked their Internet, and it worked 11:50am, there is a chance that this was all set up…!!

Although my reservation was set for the day before, to find out that they actually canceled my reservation from yesterday and they made it start today when I arrived. Once the Internet started, they actually started checking in people who came to checkin earlier and left the hotel to grab a bite or sightseeing, front desk checked them in by moving their bags into the rooms,Front desk didn’t call me so I had to go to the front desk, they said, although it has been almost an hour since the Internet connectivity is back we still can’t guarantee you a room because we have to check with housekeeping, I said you had already moved guests checkin bags into rooms so you have rooms available he said yes, but we still have to wait for housekeeping, I said how long he said another 40 minutes or more, I said, it’s unacceptable, during the time as I’m speaking to Victor there was another new gentleman his name is Kevin listening to us he came and discussed with me that he is going to look into it, I told him you are the fifth person I’ve been speaking to since I came 9 AM ( it is 2pm now) and no one would give me a straight answer or a real plan, and by the way, i told them I didn’t wanna bring it up earlier if this is not resolved, I’m going to escalate to some of the people I know who are VPs in your corporate, after I said that Kevin said, just give us a moment let me call housekeeping and figure out which rooms can be available - within seven minutes I had my room …..!!!!

After staying in the hotel for few days I ended up with bed bugs on my body specifically my arms…. !!!!

I will leave the conclusion to the reader to decide if this is a place to consider staying in.

While Victor was discussing with Kevin, he mentioned to Kevin that they had purposely canceled my reservation for the day before although they knew I am coming at in the early morning the following day, although I was coming between 6am and 9 AM, however, their application/website would not let you put more than 4 AM, they canceled that day without sending me any notification or alerts that they are canceling- still no reason was given to me why it was canceled….

Had to wait for a long time on the elevators

Breakfast staff were very nice, Internet in...

We arrived at the hotel at 4 pm. and started the check-in process. However, their system crashed, and we ended up having to wait 20 minutes to get our room keys. My husband overheard that many guests had received vouchers for a free drink at the bar while they waited, We weren't offered anything! I returned to the front desk, and the manager reluctantly gave us TWO vouchers (even there were FOUR of us on the reservation, waiting).

Unfortunately, when we went to the bar to order a cocktail, we were told that the vouchers were ONLY good for wine. This was upsetting since they said "complementary drink," and no exclusions were listed. The wine was not very good.

On a more positive note, the rooms were very nice. We loved that the beds were queen sized and comfortable (since most NYC hotels have double beds), and we had both a mini fridge and microwave in the room! The bathroom was spacious, and the shower had plenty of hot water and great pressure. The bed linens and the towels were very nice, soft, and plush. We also liked that we could stream Netflix and Prime on the TV.

But... we realized very late on our first night that the AC was not working. It was hot and stuffy in the room despite the cooler temp outside. We ended up cracking the window open to stay cool and get fresh air. The next day, we informed the front desk, and maintenance was able to fix the AC. Again, we were offered nothing for the inconvenience, but we slept very well after the AC was fixed.

The complementary breakfast buffet was pretty good...bagels, muffins, fruit, eggs, turkey sausage, red potatoes, juice, milk... but no bacon, which is our family fave.

The biggest problem occurred after we checked out and arrived at the airport, we realized we were missing a small bag with some valuables. We confirmed that it was not left in the Uber, so we knew that we must have left it in the hotel lobby. It was too late to go back; I would miss our flight. Panicked, I decided that if the hotel had our bag, I would get a later flight and go back to retrieve it. But, I had to reach the hotel right away so they could look for our bag!

Desperate, I called the hotel and selected the option for "Lost and Found."" It rang about 50 times, but no one ever picked up. I tried again several times, but still, there was no answer! I called again, but this time, I selected the option for "Guest Services/Hotel Operator." Again, it rang, unanswered.

I spent the next 55 minutes calling the hotel and alternating options, but NO ONE would answer the phone! This is EXTREMELY upsetting when (you feel) you are in an emergency situation!

Finally, I called Marriott's corporate office, thinking that they must have a direct line for the hotel. But, they, too, were unsuccessful in getting anyone to answer the phone! They opened up a "case" for our missing item and gave me the email address of the hotel. I was in tears and had just about given up when FINALLY someone answered the phone! It is absolutely ridiculous that I had to call 20+ times before someone answered! Thank you, Eric, for not ignoring the phone as everyone else in the hotel did that day!

Eric informed me that our bag had been found, and best of all, he said that they could ship it to us! We were so relieved! He emailed me a form to complete, but when I got to "choose a shipping method," my jaw dropped. The options were $113, $89, or $58, depending on which UPS service you choose. There was no place to enter the size or estimated weight for our bag, so where did these rates come from? I ship via UPS daily on Etsy. I can ship a fairly large 10-pound box anywhere in the US for less than $30 via UPS Ground. Our bag weighed about 2 lbs and could be shipped in a small box. The shipping should be less than $15, but our lowest option is $58?

Is the hotel actually making a profit off of peoples' lost luggage? It sure seems that way! This is a perfect example of corporate greed! Shame on...

Caution: Keep a Close Eye on Your Belongings||||I recently stayed at Fairfield Inn & Suites New York Manhattan/Times Square South for 5 nights. Unfortunately, I had a very concerning experience regarding my personal belongings. Throughout my stay, my AirPods Pro 2 remained on the table in my room, untouched. However, on the day of my departure, I noticed they were no longer functioning correctly. When I checked my iPhone, it displayed a “Mismatched AirPods Pro” notification, indicating that the ear tips inside the case were not mine.||||To further investigate, I used the 'Find My' app, which revealed that while my charging case was still with me, both ear tips had been located in the Bronx—an area I never visited during my trip. According to the app, they were last seen there 3 days prior. Given that my AirPods stayed in the hotel room the entire time, my only conclusion is that a member of the housekeeping staff may have swapped their AirPods’ ear tips with mine, assuming I wouldn’t notice. To make matters worse, one of the tips left behind had a visible pink mark, raising further concerns about the professionalism of the individual involved.||||Upon discovering this, I informed the front desk staff and requested to speak with the manager. I provided detailed evidence of the issue, including the information from the 'Find My' app. The receptionist assured me that the manager would investigate and get back to me. However, after an hour of waiting, I was told the investigation was ongoing, with no clear resolution in sight. After four hours of waiting and multiple follow-ups, I finally spoke with the manager, who dismissed my concerns, stating that there was no proof that the housekeeper had taken my AirPods. Despite the evidence I presented—showing the precise time and location of the missing ear tips—the manager’s only recommendation was to file a police report.||||This experience left me highly dissatisfied, especially considering the cost of the stay (over $600 per night). For a hotel of this caliber, I expected far better handling of such a serious issue. If something more valuable—such as a laptop, passport, or jewelry—were to go missing, it’s hard to imagine that any resolution would be reached without substantial frustration.||||I strongly advise anyone staying at this hotel to be extra cautious with their personal belongings, even smaller items like AirPods, as you may not receive the support you expect if something goes wrong. Based on my experience, I cannot recommend this hotel and would suggest exploring other options if you want peace of mind regarding the security of...