Fairfield by Marriott Inn & Suites Plainville — Hotel in Plainville

I was so disappointed with this hotel, where to began. I was not allowed to use my Military discount he said he could not apply it to my reservation. We couldn’t use are room key at all doors. Therefore my elderly mother and step mother had to walk all the way around to the front just to get to the elevator. The bathroom had someone else’s hair in it, not clean for a hotel with Covid running around. The pullout bed was not cleaned under the mattress there were no sheets or blankets for the pullout. When I my step mother went down stairs to get sheets and blankets. The man at the front desk gave her 6 pillows cases. So I went downstairs to ask for sheets and blankets that’s when the front desk told me that he could not get me sheets and blankets. He told me he doesn’t have access to the house keeping room. I said really you don’t have a master key? He said he had to go on the others side of the hotel and try to get me sheets. I asked if he could bring them to me because I’m pregnant and was so tired from traveling and going to my sons game. I didn’t want to keep coming back and forth for something that should have already been in the room. He told me No he could not he’s the only person there and he’s security also. So I said there’s no room service here. He said No we are not obligated to go to the guests room. We don’t have to bring you anything your supposed to check the room before the girls leave. I said really wow well my father has worked at the Marriott for years and I have never seen a low budget Marriott with terrible customer service. I went back to my room to finally lay down as I was walking to my room I noticed the room across from me was open and had been open the whole time. I knocked it was empty and clean and I took the sheets and blankets off that bed and used it for the pull out. I left the door open in case I realized something else missing. Which I did and I went right back in the other room and grabbed extra towels and wash clothes. Mr security didn’t see that. I finally lay down 30 mins has passed and my room phone rings it’s the front desk telling me to come get my sheets and blankets. I just laughed and went to sleep I had a long ride the next day. Not too mention I’ll be in this area for the next few months coming back and forth. I’d probably had a better stay at the Redroof Down the street. Terrible night staff and customer service I...

Check in process was terrible. Original reservation was for feather-free room. Due to prior issue with this hotel (when they ignored our request for a feather-free room and it took 30 minutes to try and find non-feather pillows after our 12:30 am check in), I sent a message in the Bonvoy app hours before we arrived to confirm there were no feather pillows in the room. I received no response from the hotel after two hours, so I sent another message. I never got a response to that one either.

So, at check-in at 11 pm, I asked about having a feather-free room or no feather pillows, and then person said they had no idea about that (even though that is part of my standard room preferences asking with extra towels and extra foam pillows - which we didn't get either!). Plus, she said she didn't get my messages as she doesn't have access to them?!? What is the point of the app then if your people don't see the messages? Anyway, we go to the room we were given, and walk right out as the room was unlocked (door was held open by the lock mechanism) and one of the beds looked like it had been slept in! So, we trudged back to the front desk with our luggage as she tried to get us another room. We go to that room and half of the pillows are feather. So, I have to go back to the front desk yet again with three feather pillows in tow. When I get there, I am told they only have one non-feather pillow up front, and they don't have access to the basement as it is locked. They call another person who comes with some non feather pillows about 10 minutes later and then it took another 5 minutes to find cases for them. So, in the end, I got the needed feather free pillows but only after a room change and another 45 minutes of wasted time late at night. As this is now the second time of having this same issue at the same hotel, they need to do something to fix how they review reservations. I was thanked for being a gold member when I first got there, but it sure felt hollow given the pathetic check-in process I went through. Please get this hotel together!

Once we were in the room, it was fine and the breakfast was fine for pandemic situation (the dining room attendant was very kind and helpful FYI).

Lastly, one of the main reasons we selected this hotel was for the hot tub. However, it ended up being out of order for the entire stay and we were never notified of this. Very...

We have stayed here once before, for work. This second time we booked on a fairly short notice within two weeks. We stayed in early November 2017. When we got there, we went down to the hot tub, and it was closed! We talked to the manager, and he said that it was down for a part needed. It had already been down for two weeks... And, get this, it would be down for at least another two weeks. We complained heartily, because after a long day at work, this is the one thing we had looked forward to, to be able to come and relax in the hot tub. This is the reason we chose this hotel over some others in the area. Why couldn't they next day air the part in? Think of all the people that are booking this hotel thinking they are getting a hot tub, and then disappointed getting there and it's not available! I notice other reviews, even from Sept. 2017 which also state the hot tub was closed. I think for a hotel this is entirely unacceptable. So we left and went to a little more expensive place. We talked to Marriott Customer Service, were on the phone with them for about 2 hours. They said that they would give us 20,000 reward points, but that for compensation for the Fairfield Inn 100% guarantee that they advertise, it would have to come from the manager. Well after much waiting the manager offered only 2500 additional points. This despite the fact that we had clearly stated we needed reimbursement, because we had to go to a slightly more expensive place (because their hotel was defective, no hot tub, and at no fault of ours!) - we needed reimbursement because we were being reimbursed for work and we would be out the additional money. The Fairfield Inn 100% guarantee states that they can reimburse the cost of one nights stay. Well customer service finally got back with us and they refused to reimburse us, stating that the points was all we were going to get and they talked to the manager, Nimish Bhatt, and he refused to do anything else, so customer service would do nothing more either. We will never, ever stay there again, even if we have to come to go to work in that area again! I would suggest that given our experience, along with others' similar experiences, that this hotel is going downhill and not living up the Marriott...