Fairfield by Marriott Inn & Suites Rocky Mount — Hotel in Rocky Mount

I would not recommend staying here or supporting this place of business. ||||I had a terrible experience with this specific hotel that dragged on for 13.5 weeks. ||||I booked 3 nights at this hotel using my credit card travel miles. When I checked in on Dec 5th, I noticed the fan/heater unit was rattling loudly in my room. I tried turning it off/up/down, but nothing would make it stop. I called the front desk and the clerk, Cam, nicely came up and took off the front of the unit to try and fix the rattling noise. It stopped for a bit, but started again once he left. He said maintenance was not available until the next day. I asked if I could be moved to a different room and he said there weren’t any rooms because they were full. Unfortunately, he couldn’t even move me for one night. I finally asked him what I could do if I couldn’t sleep in that room and he said I could check out and go to a different hotel. He said I would need to work with my credit card to get a refund since it was a 3rd party and they would get it approved with the hotel manager. I would not have checked out if I knew what drama awaited me. ||||For 13 weeks the hotel manager, Miranda Knight, has dodged all emails and calls regarding the refund. The credit card company has tried, I have tried, the Marriott has tried. I called Hopper, as well as found the property management group, New Bridge Hotel Group, and spoke with Ketan Patel, who assured me it would be taken care of and Miranda would call me until he stopped taking calls as well. I filed a report with the BBB and considered small claims court just because of the injustice of it all. ||||54,645 miles, which equals $546, is a lot to us. I would guess it is not a lot to a large company such as this. I would say the most shocking thing about this experience is when Miranda lied to the Marriott when they opened an inquiry. She said that I had been “moved several times and was looking for a complaint”. I’m confident I would have preferred to stay there instead of having to go to another hotel and pay an additional $700. ||||I will NEVER stay here again and I’m so disappointed in how I was treated as a customer from upper management. Apparently, Cam shouldn’t have told me I could get a refund even though I checked several times, but this shows me that this hotel does not care to support their staff or their customers and definitely did not...

I would not recommend staying here or supporting this place of business.

I had a terrible experience with this specific hotel that dragged on for 13.5 weeks.

I booked 3 nights at this hotel using my credit card travel miles. When I checked in on Dec 5th, I noticed the fan/heater unit was rattling loudly in my room. I tried turning it off/up/down, but nothing would make it stop. I called the front desk and the clerk, Cam, nicely came up and took off the front of the unit to try and fix the rattling noise. It stopped for a bit, but started again once he left. He said maintenance was not available until the next day. I asked if I could be moved to a different room and he said there weren’t any rooms because they were full. Unfortunately, he couldn’t even move me for one night. I finally asked him what I could do if I couldn’t sleep in that room and he said I could check out and go to a different hotel. He said I would need to work with my credit card to get a refund since it was a 3rd party and they would get it approved with the hotel manager. I would not have checked out if I knew what drama awaited me.

For 13 weeks the hotel manager, Miranda Knight, has dodged all emails and calls regarding the refund. The credit card company has tried, I have tried, the Marriott has tried. I called Hopper, as well as found the property management group, New Bridge Hotel Group, and spoke with Ketan Patel, who assured me it would be taken care of and Miranda would call me until he stopped taking calls as well. I filed a report with the BBB and considered small claims court just because of the injustice of it all.

54,645 miles, which equals $546, is a lot to us. I would guess it is not a lot to a large company such as this. I would say the most shocking thing about this experience is when Miranda lied to the Marriott when they opened an inquiry. She said that I had been “moved several times and was looking for a complaint”. I’m confident I would have preferred to stay there instead of having to go to another hotel and pay an additional $700.

I will NEVER stay here again and I’m so disappointed in how I was treated as a customer from upper management. Apparently, Cam shouldn’t have told me I could get a refund even though I checked several times, but this shows me that this hotel does not care to support their staff or their customers and definitely did not...

Our experience was not only far below Marriott standards it was completely unacceptable in every way.

We originally booked a room with two queen beds for our party of four via the Marriott website. We were later contacted by phone and told only a room with a king bed and a pull-out couch was available. Though inconvenient, we accepted. What followed, however, was appalling.

Despite using the mobile check-in, we were met with a cold and unwelcoming attitude from the night manager. When we got to our room, we found the pull-out couch mattress to be filthy, thin, and unusable. It was visibly stained and disgustingly worn out. There were no extra pillows or bedding, so we had to return to the front desk. The manager rolled her eyes at our request and handed us a bag with a pillow and sheets. Those sheets were also stained and even had a bug inside.

When we returned yet again to report the issue, the manager refused to make eye contact, showed no concern, and offered no apology. I told her the situation was disgusting and that we wanted to check out immediately. Without acknowledging us, she silently handed us the paperwork and dismissed us.

The condition of the room was filthy and absolutely below any acceptable standard, not to mention the complete lack of hospitality or professionalism from staff. We were treated with disrespect and indifference throughout the entire interaction.

What makes this even more upsetting is that I have since reached out to both the hotel’s management and Marriott corporate customer service multiple times, and to date no one has responded besides them saying they will try better next time. I asked for a follow up. No call. No email. No resolution.

As a loyal Marriott customer with elite status and with family members who are long-time elite members as well. I am honestly shocked. I have always associated Marriott with reliability, cleanliness, and a level of customer service that makes travelers feel valued. This experience did the opposite and has left me questioning our loyalty to the brand.

This was not a minor inconvenience, it was a disgusting and deeply disappointing ordeal that no guest should ever have to endure. I sincerely hope Marriott takes this matter seriously and holds this property...