Fairfield by Marriott Inn & Suites Rockaway — Hotel in Rockaway Township

My stay here was a delight because of the help, kindness and understanding of Ms. Margaret. When I was checking in the young lady at the front desk found my reservation that I had made online months before the hotel open. She ran my card for more than what I was supposed to be charged due to what showed up on the computer system Iwas told. I told her that isn't correct so she ran my card again and my bank flagged the transaction as fraud and shut my card down. She explained that the computer system has been doing that and apologized for the inconvenience. Ms. Margaret came to the rescue and informed the young lady that the amount that the system was trying to charge me was incorrect. Ms. Margaret checked me in and informed me that since the bank was closed that I can called them on Monday to have them lift the fraud off my card. Ms. Margaret called to check on me every other day during my weeks stay to ensure I was ok and that I didn't needed anything. I've stayed at plenty hotel and Ms. Margaret went passed and exceeded above and beyond to ensure my stay was comfortable, peaceful, memorable and enjoyable. My stay here was phenomenal and I owe that all to Ms. Margaret. Her quick thinking and problem solving skills are one of a kind. Her skills earned her a standing ovation from me. This hotel is blessed to have her and should give her a RAISE IN PAY AND A PROMOTION. THAT'S THE LEAST FAIRFIELD MARRIOTT COULD DO FOR MS. MARGARET TO SHOW THEIR APPRECIATION FOR HER HARD WORK. I would use this hotel again just because of the service, respect and understanding I received from Ms. Margaret. As I mentioned earlier I have stayed at plenty of hotels and I've never taken the time to write a review but this time it was different and FAIRFIELD MARRIOTT needs to know how imperative it is to have people like Ms. Margaret on staff. Ms. Margaret is a necessary entity to have and keep to make a difference in customers stay. I work for a multi-billion dollar company in Pennsylvania and I travel for work and utilize so many hotels for work. I drove 6 hours that day and if Ms. Margaret wasn't there, as exhausted as I was when checking in I would have taken my business elsewhere. I will definitely recommend this establishment to everyone. The hotel was very clean, the staff were Friendly and helpful but the icing on the cake for me was my "Joan of Arc" Ms. Margaret. Thanks so much for making my stay more than words can express. Thanks for being you, I appreciate you and have a peaceful rest...

Incompetent is the word that keeps coming to mind.. Marriotts best and only move here is to fire every single one of the staff and start over. My pregnant wife and I were in a rush after check in (my fault not theirs) but the desk woman was horrendous. She didn't know how to check us in. This same individual is there all day every day alone and has to call the manager for every single task (more on him in a moment). It turns out she also doesn't know how to forward a call from the outside to your room. Frankly she's possibly the worst employee I've ever seen at any business ever. I'm not kidding. She didn't know anything about seemingly anything. She was rude, on her phone and when I approached she seemed annoyed I interrupted and was slow to hang up. It gets worse believe it or not. But I want to save some for the aforementioned manager. Andre I believe his name is. He comes on the scene every time she hits the panic button to save the day. By save the day I mean clear up any questions you had about how the staff can seem like they just woke out of a long coma with amnesia and found themselves dressed as hotel workers. This guy and his minion managed to screw up my card so badly it was blocked. They kept running it even though it was prepaid. They ran it for way more in incidentals then they said it would be. After making it so I didn't have a way to get to my families Xmas dinner, they threatened to call the cops out of nowhere for non payment wvwn though we had indeed paid online early that morning. I'll just end it thrre and warn you that if you stay at this hotel you are asking for it. Btw I have spent way too much of the last several years in hotels so I've got a large sample to compare and I still rate...

Do not believe any of the fake good reviews. Andre W the general manager is an unethical manager and his desk people namely Matthew are left to do his dirty work. We gave this hotel a second chance after a horrible experience. When there Andre confronted my wife angrily pointing out we had complained about him. She awkwardly excused herself. He then canceled our reservation and told us we couldn’t stay there with no further explanation. Mind you it was snowing outside and my PREGNANT wife and I proceeded to stand outside for 2 hours trying to arrange transportation and lodging sitting on our luggage freezing. It gets better: he then put in the system that we canceled and charged my card for the stay. I want you to soak that in. He canceled , ejected us, then charged my card, all in retaliation. I still took the high road and called there for refund. I received the run around and stone walled. Only now have I called Marriott and that’s how I found out he had marked us as canceling. Bad news for Andre is we have his email where he states he’s canceling it due to made up noise compliant. We are waiting for corporate to make it right but won’t be holding our breath. What do you have to do to be fired over there? He literally retaliated against us for rightfully complaining then falsified the system then charged a card not even used for the reservation. Marriott...