Fairfield by Marriott Inn & Suites Philadelphia Downtown/Center City — Hotel in Philadelphia

Tiny accommodations, poorly designed and built, Valet service awful! Let me start by saying I was excited to try this new hotel in a historic building but it didn't go too well. I'd also like to add I am a platinum member and have been for several years.

We were greeted by a front desk in the middle of an undersized lobby where the customer service agent spoke so quietly I couldn't hear them and after correcting him on how to pronounce my name multiple times he still couldn't say it right. After we checked in we proceeded around the desk where we couldn't pass with our luggage between the desk and the door to the overpriced restaurant.

When we got to the room it was absolutely tiny and I mean like smaller than my walk in closet at home tiny. We were supposed to have a city view room but our one small window in the back corner of the room could only see directly into another hotel room across the way. Then there was the bathroom... The hotel should have never signed off on the tile job by the GC with all the cracks and poorly laid tile. The drain sticks up above the tile and the floor is sloped away from the drain causing a puddle and major slip hazard for the next morning. Then the water temp was barely lukewarm and the pressure was so low that when someone else in the building flushed a toilet or turned on water it slowed to a trickle. Very difficult to rinse soap out of your hair.

Then there was the wardrobe with the sharp handle that my wife cut her rear end on while turning sideways to pass by the side of the bed.

Finally was the valet... Day 1 20 min to retrieve car and no way to call ahead to have them start the process. Day 2 at check out 20 minutes after they left to get the car they showed up with the wrong car, and not one of the same kind different color but a tiny old station wagon vs. my brand new mid size SUV of a completely different color. By the time he got back with the right car it had been 45 min. I went inside and spoke to the front desk and they said they would credit back one of the $48 valet charges for the trouble. I was completely ok with that. The valet however after leaving me and my wife and luggage in the rain for 45 min didn't even offer to help with the bags.

2 hours later I check my bank statement and found 2 $96 charges rather than one with a $48 credit. I called Marriott corporate, called the front desk, who transferred me to the managers VM. Never heard back. Called again and the Asst. Mgr who said he would credit back the one night of valet acted like he had no idea what was going on. Told me he would talk to the manager and call me back. Thankfully he did call me back and said they would now credit the whole valet cost back so hopefully those charges go away in the next day or two.

Overall worst customer service I've ever experienced at a Marriott property. Failed to pay attention and listen to the customer, poorly trained staff and rude valet attendants that stood around on their phones and walked at a snails pace to go get cars.

Really wanted to like this hotel but it failed on so...

My husband and I stayed at the Fairfield by Marriott Philadelphia Downtown City Center for a long weekend Friday to Monday. Let’s start with valet: they were never around. There is a one way, one lane street in front of the hotel and there’s no where to pull over to drop your car with valet. Valet does not wait outside for your car. Often, they aren’t even waiting inside at the valet stand for your car. We did however find them on multiple occasions eating food on the couches around the corner inside the hotel. There is a woman that works the front desk named Rose. She is the most unpleasant and unwelcoming Marriott employee- I’m not sure why that’s the person you’d want to be the one greeting customers. Upon check in they told us they have free water bottles at the front desk anytime we’d like. On two separate occasions after walking around the city we asked for water bottles and they were always warm. there are two elevators, but one was down the entire stay so you always have to wait on one. Moving on to the room situation, the rooms are incredibly small. Good luck fitting more than two suitcases inside. The walls are very thin. Every night we were there we heard screaming people in the street, usually going on for 30 minutes or more at a time. And you will hear every door slam in that building. The bed is the most uncomfortable hotel bed I’ve ever slept on. You can feel the spring coils from every angle. We found dirty articles of clothing in the closet that were not ours, left from a previous stay, which makes you wonder how much they really clean. The water pressure in the shower and sink in the bathroom are a joke (see photo)! Upon check out, Rose (the unpleasant employee) never asked how my stay was. We waited for 40 minutes for valet. Our car was out front but we didn’t have the keys and valet was no where to be found for the duration of that time. I’d like to note, I am a Marriott Gold member and this was my experience, so there is no loyalty or incentive for members at this place. Please, do not make the same mistake we did. Stay somewhere else! Edit to add AFTER we posted this review they charged us for room damages saying they found black paint on the bathroom door. We had to dispute this over the next few days and eventually got our money back but...

First, the good, the front desk staff are pleasant and helpful. Lauren and Linda I encountered on most of my days. They were always smiling and helpful.

Now, to the unfortunate parts. I had a run in with the housekeeping staff on my first night, I believe on the elevator. After booking, I received an email that the property had experienced some water damage and that there would be remediation occurring but that my room was not affected. Upon arrival, there were large containers sucking up water throughout the lobby and on my floor. As a result, Only one elevator was working. I entered the elevator and it went to the basement, a woman (housekeeping staff) went to back into the elevator with her cleaning cart. I attempted to move out of her way but in the midst, she still almost hit me with the broom. The other woman, outside of the elevator told her to say excuse me. She barked "excuse me!" and rolled her eyes to me as I moved towards the front.

Fast forward, I requested service to my room and upon return, notice that my cream was missing. I contacted the front desk. I am unsure who I spoke with but she proceeded to overtalk and interrupt me until eventually she indicated that housekeeping "may" have inadvertently disposed of the item with my sheets. I was contacted by the manager and he offered to order and replace the item. At the time I checked out and to date, the item has not been received.

A few days later, I requested housekeeping service again, I noticed that my sheets were very itchy but I thought it was due to my missing cream and a flare on my eczema as a result. I discovered that my sheets were actually filthy, black all along the rim and there were hairs in my bed. I emailed the manager about the situation. I received no response. Linda moved me to a new room that evening. I never requested service again.

When I checked out, I provided my preferred method of payment. Both of my credit cards have been charged for my stay. I have contacted Marriott and have not received a response or a correction to my accounts.

I have never had such a negative experience at a Marriott...