Fairfield by Marriott Inn & Suites Fair Oaks Farms — Hotel in Rensselaer

This review is based solely on my experience with the check-in process, and I feel it is important to share exactly what happened.

As I was driving to the Fairfield Inn in Fair Oaks from Chicago, I called the hotel to inquire about connecting rooms for the two we had reserved. The person who answered the phone, Mel, immediately told me they were not available. I then asked if it would be possible to have the rooms placed as close together as possible. Mel seemed noticeably irritated and informed me that nothing could be done until I physically arrived at the hotel. This was highly unusual, as I’ve never had an issue getting room assignments near each other before arrival at any Marriott property. Nevertheless, since we were only 20 minutes away, I decided we would stop and check in before heading to the farm.

When we arrived, a different staff member was at the front desk, and she was extremely pleasant and clearly eager to help. She began trying to place our rooms near each other, showing real effort to accommodate our request. A few moments later, she asked Mel, who was standing beside her, if he had just checked in the room she was planning to move us to. He said yes. She mentioned that since the guests in the other room hadn’t arrived yet, she was going to switch it so we could be closer. Mel then responded, "You can’t do that, the room has already been checked in."

It’s important to note that there were no other guests present at the counter, and Mel appeared to be working on his computer while this conversation took place. It seemed as though he intentionally blocked the room, preventing her from checking us into the nearby room. She apologized and informed us that she couldn’t move the rooms closer and that we would remain four floors apart.

Feeling frustrated, I decided to call the front desk after leaving to clarify what had happened. The same helpful woman answered, and when I explained my concern, she politely asked me to hold. Mel then took over the call. I expressed my frustration about how I had been told over the phone that I couldn’t be checked in remotely, yet he had managed to check in the very room we needed before we arrived. His response was that a mobile check-in had occurred, implying that the guests had remotely checked themselves in. However, during our in-person check-in, the front desk attendant clearly stated that Mel had just checked the room in himself. When I questioned this inconsistency, Mel simply said “no” and then, after a brief pause, dismissively asked, “Is there anything else I can help you with?”

I felt completely brushed off and told him it seemed like he was intentionally refusing to help us. I asked for his name, and he replied “Mel” followed by a last name that I didn’t catch. When I asked him to repeat it, he said, “I don’t have to tell you my last name. Is there anything else I can help you with?” in a tone that was even more dismissive. I said no, and he promptly hung up on me.

This experience was incredibly disappointing, especially given my history with Marriott properties. It seems like Mel, who identified himself as the assistant general manager, was using his position to intentionally make our experience more difficult. His behavior reflects a misuse of authority, with an apparent disregard for basic customer service principles. In my experience as a loyal Marriott member, this kind of conduct is completely unacceptable. It is concerning that someone in a leadership role at a Marriott property would display such unprofessional behavior and be allowed to represent the brand in this way. I sincerely hope Marriott addresses this issue, as people like Mel should not be in positions of leadership within such a...

Extremely loud upstairs hotel guests whose kid ran back and forth repeatedly for hours into the night, as well as the parent thumping back and forth chasing said child up until late hours. Thin walls that I could hear the TV next door as well as ice machine outside our room. Pool was murky, so murky I couldn’t see the bottom, I hesitated to allow my kids to swim, I had to get in the pool briefly and straight after showered. Our twin 6-year-olds had issues relaxing in room due to noise / issues getting to sleep. Noises started up early. I travel for work and have stayed at many hotels, I’m shocked at how thin the walls are, it’s unbelievable. Bed was odd and sides of bed seem broken down as they held no weight and you could just slide off the bed if not careful. The lights on our bed were broke and just hung loose, and light switches didn’t work correctly (dead switch?) Breakfast was busy, waffle line was badly set up, you’d think knowing this, staff would pre-make waffles to at least to try to mitigate this issue. Waffle mix machine jammed repeatedly which didn’t help. Coffee area wasn’t refilled with sugar or cream - there literally was no sugar or cream, just coffee. Coffee was brought out, and the cabinets that had refills for sugar and cream were locked - I think that’s why they weren’t refilled - lack of key. Badly set up for amount of people there. Seems like they push you to head to over priced - bad food at Cowfe (we ate dinner there, under staffed - we were told). But why would you go there and pay for an overpriced, bad breakfast when you can get it here for free? I guess if you stay here ask for top floor, last room on the floor, bring your own food (and coffee maker because room doesn’t have one that takes normal filters only their wonky 1-cup special filter you can’t buy in stores - though you can kind of make your own with one filter, coffee and use their plastic tray - just not economical. Because they only supply you with one regular and one decaf) Room has microwave and small fridge. Coffee from nearby BP was decent just ask when it was brewed. The swimming pool is packed so I guess that’s why it’s murky? Pool didn’t seem to have that ultra chlorine smell which is worrisome with all the people who are in it - I suspect no one tests the water on the daily. Do not eat at Cowfe. Grab a sandwich or soup from BP — it’s the same you’d get at Cowfe....

If anyone is considering a stay here with their kiddos and are hesitant, read this! Our son is almost 3 and has autism. We were very iffy on how he would do. But the STAFF! Connie, who was in charge of the breakfasts is the sweetest person. We were worried that maybe we missed breakfast and came down and asked if we could still grab a few things. She said we still had 30 minutes but even if we did miss it in the future to let her know and she would get us what we needed. The next day we were in the lobby and Connie was mopping. Our son loves to help mop and he immediately went over to get involved. I tried to get him to come back so she could finish her task but she assured me he was okay and continued to let him help wring out the mops for her! The breakfast is delicious and the pool was great! Very smart of them to have part of the pool only 1 foot deep for kiddos to play in. The nature trail behind the hotel is also great! They have beautiful outdoor seating and an outdoor fireplace as well. Lastly, this may need to be a separate review as they are technically different facilities but the staff at Fair Oaks is equally amazing. In the museum a staff member asked if we needed directions somewhere and instead of just pointing and telling us she stopped what she was doing to take us there! Our son loved the new soft play area. We attempted to do Mooville during the day. Our son really wanted to jump on the pillow but the other kids were overwhelming to him and bouncing too close to him and making him bounce too high. At the end of the day some of the kids cleared out so we were going to try again but realized they were cleared put because they were closing it down. I asked a staff member (Brock) if they had sensory friendly hours so he could try it without being overwhelmed by the other kiddos having fun too. He said unfortunately they did not but he has hoped that they would soon. He initially said that we could come in the morning and give the staff his name and they would do it. But then said he could do it now instead if we were not heading right to dinner. This man proceeds to turn the giant jumping pillow back on JUST FOR OUR SON! And even asked if we wanted the music turned down to help. Everyone was so incredibly kind here! Well worth the stay and we will...