Fairfield by Marriott Inn & Suites Orlando Near Universal Orlando Resort — Hotel in Orlando

We booked our stay for April 4th through April 12th on their website a week in advance for a King Suite. ||I called to verify the room and inform the front desk that we were delayed at around 9pm on April 4th. When we arrived around midnight, the woman at the front desk told me that the room we had booked a week before was sold out?! She then offered us 2 different queen rooms. I asked what the price difference would be, and she informed me that it would be complimentary... That is a downgrade in price, space and amenities at this hotel at this time. I questioned whether we could switch to the room we had booked later in our stay. (Supposedly they were booked for the week, although later in our stay we saw the King Suite available for an increased price at the same location available for purchase!!!) I then questioned the layout of the queen rooms available. I voiced that we had booked the King Suite with the layout of the seperation wall and 2 televisions in mind for our child. She said that she would see what she could do. We were then checked into an accessible King suite room that night. ||At first we were relieved to get the room we had originally booked, excited by the walk in shower, and unloaded our belongings from their weird shopping cart styled luggage trolley and went to sleep. ||The breakfast buffet was phenomenal Marriott quality during our stay. Besides being closest to Universal the previously friendly staff, and clean rooms, it is one of the reasons why we have chosen this hotel for the 3rd time in this past year. (Bearing through the AC turning off at night on 2 previous stays in queen rooms)||My husband and daughter and eventually I were exhausted after walking around the parks so we didn't complain to change rooms for the following reasons:||The rollin shower was frustrating. There is no slope toward the shower drain, so the water flows into the center of the bathroom drain located in front of the sink. Several tiles in the shower were cracked. The extended shower head wall attachment was broken. There are no liners in the trashbin. 1 trashbin for the room, (a suite with tables to eat at) and several recycle bins. As a woman and especially in an Accessible room (that we didn't book to begin with) there should be a liner in the trashbin for the bathroom at the very least! The toilet had minimal pressure and needed multiple flushes several times. The toilet started flushing non stop multiple times. ||While falling asleep, some days and several nights we heard the fire station trucks louder than previous stays.||We tolerated the inhospitable conditions because we were too tired to move and did not feel welcome after the King Suite we had booked in advance was supposedly unavailable upon checkin. They were falsely advertising King Suites that week, or giving us a bait and switch. ||To make the situation unforgettably worse, we noticed my large pink shower caddy/toiletree bag was missing.||My husband reached out to the hotel for management to retrieve my bag. I was mortified at the time. I had left a sentimentally significant necklace in the bag. The necklace is irreplaceable because it is a cremation necklace that holds some of a child's ashes in it. Similar models are insignificantly priced on Amazon, so it's not something that someone would even steal to resell. The rest of the belongings I initially estimated to value around $600. Once I sat down and listed the bag and items in the bag that I was repurchasing, and repurchased, original purchases with receipts, the value came to around $850 without the -priceless to me- necklace! Some things are worth far more than a price tag.||||My husband was told that the head of housekeeping would call him back about the bag.||I tried to be patient and wait a few days for their staff to communicate with each other. Instead, the general manager called him and told him that they couldn't find it. My husband questioned the cameras at the hotel, and the manager said he would have to contact IT tech about viewing them. ||I grieved the loss of the bag and determined that I didn't care about the bag or anything else in it being returned because I had started to replace them, but only needed the necklace back. The necklace is an inexpensive unpawnable style, which is why I took it off while showering and at the parks to begin with. ||I finally contained my grief to call up the Fairfield Inn and Suites myself, instead of through my husband, to bargain for the cremation necklace back and offer no questions about the bag or other belongings, if only the necklace was returned. Instead, when I finally called from my cell phone that is listed on my Marriott account, the phone rang for 2 FULL minutes before someone picked up and hung up the phone!!!!||I called Marriott main number when I had decided this, and began questioning why it would take so long to check their cameras... Their customer support was initially kind, but rude by the end of the call. I complained about the room we had stayed in, and the Marriot customer service representative asked if we had complained while we stayed there! She was NOT apologetic about the treatment, the false advertisement/booking or bait and switch, whatever the truth actually is, but instead questioning me, whether I had reported this while staying there?! It was room 116 btw!!! ||She told me, she didn't know how long they kept their security footage. I told her that we were preparing to drive back to Orlando that weekend if the neclace was not found within the week. She said she was a booking specialist and to inquire at the hotel for further information of my bag and gave me a case number and to ask if there was anything else...How can I contact a hotel 3 hours drive, that ignored my call? Why didn't she transfer me to a manager, when obviously so many things were wrong with our stay???||I tried to sign into Marriott to book a room for Fairfield that weekend, hoping that talking with an employee face to face would give better results for action, especially since they hung up on me after not picking up and the site would not let me log in....I think that they were messing with my account!!!||That weekend was Easter weekend. I talked with family and decided to drive to the hotel and stay near there with my mom and daughter after the holiday.||||My mom, daughter, and I walked into the Fairfield Inn and Suites on April 23rd in the afternoon and I was greeted by the same woman that had told us that they were sold out of our prebooked King Suite for our stay from April 4th to April 12th. (Take note of the date range is less than 2 weeks after the theft. The bag went missing on April 12th sometime after checkout at 12pm)||||When I communicated that we were not staying at the Fairfield that evening, but there to inquire about the bag, she left to the back to speak with her manager... Upon return she said they had not found the bag. I bargained about the necklace with the childs ashes and asked about the security footage. She said the cameras are not pointed on the rooms and implied no one had even checked the security footage... okay, still the bag would be visible from the exits. It would also show us leaving with or without the bag... she didn't respond to this or get the manager... I asked if I should just call the police. She RUDELY responded "Maybe you should do that!" ||So I did. I had given them a week to find my bag and even offered to forget the bag and contents if only the cremation necklace was returned. I was treated without curtesy from several employees and not even addressed by 1 manager throughout this entire ordeal. ||My daughter had laid down for a nap next to my mother on the couch in lobby. I sat down next to them and called the local police non emergency number. As I waited for Officer Wilson to arrive, I noticed the ripped carpet under the couch in the lobby. My mother was in the bathroom. The police officer said that the bag was not in the footage he checked and that they didn't keep the footage past 2 weeks... I filed a report with the police and the manager never presented themselves. The front desk personnel did not offer any further assistance or acknowledge us when we left either. ||Also, we stayed very close to this hotel in the following days and on the way to Walgreens there was a shirtless man loitering in the parking lot close to Best Western for multiple days.||I will not stay at this hotel again, and am considering not staying at Marriotts in the future. (Hampton Inn and Holiday Inns have similar accommodations and amenities.)||No one has called and followed up and apologized for this entire terrible experience either. In fact, I believe someone added notes to my account to give me worse treatment. For example, we stayed at the Marriott Residence Inn across the parking lot, and at 11am on the dot, a housekeeper knocked on the door to tell us that check out time was at 11am. She discriminately stood outside of our room's door until we had left in a hotel full of other guests staying for a cheerleading competition who did NOT have the Do not disturb sign hung on their doors! The late check out option and request for extra towels has disappeared from the logged in options on their website when I book a room, and the TV showed different guests name on the screen. They said that it can be changed manually in the room.... which brings up another question for me, if it is only changed manually in the room, how could the Fairfields TVs have had my name on them of they had not previously intended to place us in an Accessible room?...Perhaps their technologies are...

Here is the list of items that transpired at your property: 1. Checked in around 8:30pm, on Friday. The welcome to the property was lackluster - I went to the desk and was met with one word - "Yes" - Not a hello or welcome - or thank you for being a Gold - just the one word - "yes". I did ask if the room was upgraded and was told - we are fully booked so 'no' - not in a friendly or hospitable way. 2. About 2 hours later I called down to the front desk and asked for a blow dryer and I was "there is always one in the room" - there was not. He said that he would bring one up - he did not. In the morning when I went down to get coffee I asked him about the dryer and he said "oh I forgot". I asked for one, he went into the back and came out and told me they have none. Not an acceptable answer. There was no manager there at the time to talk to. I was ready to go next door to Walgreen's and buy one and donate it to the room - I called down later and spoke to a manager and she said she would look and she found one. 3. When I arrived in the room, I travel with my own Lysol wipes - I wiped down the bathroom countertop and furniture - I needed to use multiple wipes due to the dirt from wiping the surfaces down (not at all what Marriott discussed about cleanliness protocols. Your housekeeping may 'clean' the room but does not actually clean the surfaces with clean rags. 4. Also upon arrival in the room, the bathtub was half full of water. The drain was closed and the faucet was dripping - it dripped all night. Imagine the room not begin rented out and the tub overflowed. No one came to fix the drip. Terrible. 5. I asked about coffee in the room, and I was told "we have been out for a while" - then why have the machine and cups still in the room ? 6. On Saturday night, around 4am, I heard more water dripping (more than the tub) - went into the bathroom that was full of water on the floor - the toilet was over-flowing. I went downstairs to tell someone and I was given a plunger - He never asked why or what happened. I went back to the room and plunged the toilet myself - A GUEST SHOULD NEVER PLUNGE THEIR OWN TOILET!! I used all the towels in the room to mop up the water. When I returned the plunger, and asked for more towels he handed me from the back 2 ripped and torn towels - At no time did anyone from your staff make me welcome or have any training in hospitality. A guest shouldn't clean a room from dirty countertops or...

This was a weekend trip to Universal Studios. I had never visited the area before. The hotel was situated well for an off-site hotel in my opinion.

I do not think I would stay here again if it was my choice. The primary reason for booking this hotel was that it fit the budget and offered complimentary shuttles to Universal according to the website. Upon arrival that's when we learned that the shuttle is shared between 5 different hotels and only at certain times using coupons on a first-come-first-serve basis at 7am. Not at all what was advertised. I didn't realize how close we were to the park, so we just walked every day. But advertising a shuttle, I expect a Marriott style shuttle. Drivers on standby and they are only for that hotel that take only hotel guests back and forth on-demand.

The room we had was nice overall, but nothing special at all. We booked the "best room" possible via the website, the King Suite which had a living room area and bedroom area. There was no barrier between the bedroom and living room. The room size was overall small but felt like it had been refreshed within the past decade. The AC blew cold which was good but with no separate bed-ROOM, it worked extra hard keeping the entire space cold. The bathroom was super run down. It wasn't dirty, but it felt like a step up from a gas station bathroom. The water was warm enough and pressure was good enough even on the 5th floor. The toilet and bathtub are in a separate enclosed area and then the sink/mirror are outside in the overall general room space which is awkward at best. There are NO electrical outlets in the tub/toilet room which was also a bummer.

The walls and windows are paper thin apparently as you can hear every conversation inside the hotel and every kid at the pool outside not to mention the traffic and sirens. There might as well not have even been a wall, it was that loud and we were on the 5th floor!

Our friends' room was on the first floor and it was a standard room. If that had been our room, I don't think I would have stayed at the hotel. It was damp smelling and felt more like a run down motel. Two beds in one space barely big enough to maneuver in.

The parking is shared between multiple hotels and is therefore hard to find a spot. You also have to display a parking permit on your car which is annoying but understandable. Just means another trek downstairs and outside after a day of travel as soon as you get to your room.

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