Fairfield by Marriott Inn & Suites Muskegon Norton Shores — Hotel in Norton Shores

If I could give less stars, I would. Worst hotel experience EVER at this hotel. It started when the AGM, Nick Beardsley, checked us in. I looked past the fact this car salesman looking dude was condescending because I figured, maybe he had a rough childhood and felt like he needed to act like he was important to feel like he was important. We get into the room, and the room was OK. Not great, but not terrible. Its the kind of place you go when you have little to no other options. Nick called our room and said he smelled marijuana. He felt no need to actually come down to our room and see if he could see or smell anything, and assured us "I don't think its you, I just have to call everyone". Since he felt no need to actually come down to the room, I didn't think much of it.

Next day, after checking out, I noticed there is a $250 smoking fee. When I tried to call the hotel to ask about it, he refused to speak to me. Instead, I dealt with a shrewd front desk agent named Samantha which was neither friendly nor helpful. When asked for a corporate number, she suggested I get it myself. She told me there was "photographic evidence" of smoking in the room. I asked to see the evidence. She told me she didn't have to, and that Nick would NOT be speaking to me, the matter was over, and I would be charged. It was only AFTER contacting corporate Marriott that the GM, Keith, contacted me with the alleged evidence, which was ridiculous, at best.

This hotel is clearly not doing well during this pandemic and will come up with phony charges to steal your money. I have given up on getting my money back. They need it more, i guess, and I will instead share my experience with everyone possible in hopes that they choose a different hotel without a staff of criminals.

Nick Beardsley is a cowardly human being and should not be in a place of management. He encourages his staff to be rude and talk down to guests. He is a thief, a weakling, and a pathetic excuse for a human being. I sincerely hope he sees what kind of person he is and chooses to make wiser and kinder life choices. Thievery is not necessary, there are other ways to make more money as a hotel. Perhaps start with the customer service and build up from there. Hope my terrible experience at this hotel doesnt happen to anyone else. I am including pictures of the "evidence." Not entirely sure what it is, or even if I came from my room

Update and response to owner...I DID contact the hotel directly. The agm ignored and ridiculed me, as did the front desk clerk, samantha. Im done contacting the hotel directly, as nothing came of it. All i can do at this point is warning other potential guests about the horrible staff at this location so they don't have the same horrible experience I did. You have thieves working for you and everyone...

I struggled with writing this review as I have been in the service industry for quite some time. So I am always more quick to leave a good review than a bad one. However, this property really surprised me. TWICE!! The first night, It was about 12am and I had busted a tiered in Muskegon on my way home to To Rockford from Ludington. By 3am I finaly decided to not spent $350 on a tow to get it home and had it towed near by. Please note I am a single mom and had my 3year old with me. So I hop online and book a room so my daughter and I could lay our heads for a few hours. I called at first to see if I was able to check in early since I had mistakenly booked the room for that day instead of the night. The women didn't hesitate to turn me down. So said that she couldn't have us check in early and I would be charged an additional Night. This hurt especially since I was also past the point of free cancellation. So I ended up paying for two nights. She didn't even match the rate of the original reservation. I was charged like $30 extra. When we got to the room it was lost shocking it was a marriott. It smelled a bit and the bed was so loud with every move that would legit wake my daughter up. I made sure to mention it to the front desk but we didn't get as much as a sorry or a solution. So we checked out. At this point with the now two night of hotel and cab fair it was probably a better idea to get car fixed in town. I was so appalled I didn't say my second night. I called to explain why and again, no apologies. So the car place didn't get to my car I the day after. So here I was needed a room. So I thought I'd give it another go. This time I brought in my card as a payment and I'd for verification. I was "upgraded" to a single bed Instead of a double without any knowledge. I was ntfed at check in*. But then, to find out she charged both my and my boyfriend's cards, I was so frustrated. I specifically asked her if that was the card used. And I couldn't get a single response to an email I had sent....

I recently booked a room for immediate family member via third-party; Just as I’ve always done in the past, hence I am no longer a resident of Michigan. Subsequently, after booking I called the hotel immediately for general inquiries I believe I spoke to Nick, Who politely answered all my questions. Both my reservation and the front desk , Nick, knew that I would not be present as I booked a room for as a guest reservation and guest booking. However the day that my family member arrived at the hotel, I received a call I need to provide the hotel my credit card directly as well as complete a incidental form, This was not a problem for me either. However, My issue was not being informed earlier when I called, it would have been taking care of expediently. When you’re working with the general public you want to initiate a person’s good experience with your professional approach. How do I like to be treated? And this is vice versa, customers encountering those who serve the general public.. be kinder and gentler... I knew that Nick was working alone, and the phones were ringing repeatedly and he had Someone in the lobby waiting to get checked in, which was my family member. I believe he worked efficiently and effectively and my family member was very happy with him. On this particular occasion, ( I )choose to reserve a room for my family member who will be starting dialysis Monday morning and ( I ) thought it would be a good time for him to have some privacy, clarity, and relaxation. After sending over the information that Nick required he checked in immediately and explain to him they offer grab and go breakfast.

Pros: efficient staff, location is near a mall and close to the major highway, array of restaurants and shopping centers. Clean room, and good water...