Fairfield by Marriott Inn & Suites Belle Vernon — Hotel in Rostraver Township

I have called the Belle Vernon Fairfield repeatedly for the last 2 months after my stay at the Belle Vernon Fairfield.

I called the Belle Vernon Fairfield on Monday April 29th, and spoke with someone at the desk to book my rooms for that weekend (Friday night through Sunday morning). I had confirmation emails for each of the 5 rooms. Then, when I arrived, they said they didn’t have one of the rooms available because of a system issue regarding availability with online bookings. So, they would have to downgrade that room.

This was an issue as this was for a team event, and we needed separate rooms for male athletes, female athletes, and families. We needed to ensure that we had enough pull out beds and space to accompany everyone that traveled with the team.

In the end, we were able to make it work. I talked to the manager while we were there (On May 4th), and she said she would make sure that I was charged for the lower room rate, as we received a regular king instead of an exec. king for 2 nights.

However, upon receiving my bill, I was charged the higher price, for an upgraded room that I did not receive. So the manager didn’t do what she said she would.

We also had an athlete get food items from the hotel market in the front lobby. He paid with cash, and they still asked what room he was in. They charged the room even though he paid with cash. The manager reviewed the footage from the security camera and confirmed that the front desk employee stole the cash, as the front desk isn’t supposed to accept cash.

The manager said I would be refunded for this as well.

2 weeks go by and I call again. Manager unavailable, she will call me back. Call a few days later, same thing. Call a few days later, and she’s busy. Call a week later, still nothing.

Eventually, I talked with someone (I can’t remember her name, as I’ve called at least 10 times in the last 2 months) and told her I need to get help. I told her everything above.

She said instead of doing a $4 refund for the room rate (which should have been $8 total because we stayed for 2 nights in the downgraded room), they could do a 10,000 point credit to my account, as I’ve had to call so many times trying to get help.

She said she would have her coworker send me the $6 refund and the 10,000 point credit, and that I would receive both of those in 3-5 business days. Those days came and went with no refund or credit.

Then I had to keep calling, and was told the manager was in a meeting, I’ll have her call you when she gets out. Or she isn’t in today, I’ll have her call when she’s back.

Finally AFTER NEARLY 2 MONTHS, the manager calls me back FOR THE 2ND TIME. I tell her exactly what happened as stated above. She said she would have to look into it to see what happened, and she would call me when she had an update.

After about a week, I received an $11.10 refund. Which was $6 for the food charge + $4 for the room rate, and tax. (The refund should have been at least $14, because the room rate refund should have been $8 total, not just $4).

However, the manager didn’t award the points that were promised by the hotel staff. She also never called me back. She didn’t confirm what card to refund, and she refunded the wrong card. I received an email with the refund, but never received an email for the points.

So, I called and spoke with someone at the Marriott Bonvoy help center. They said they would open a case to look into it (which they did in the first call)

I have stated exactly what happened just about every time I have called. The Fairfield Belle Vernon manager ignored my calls for over a month.

I am sending you this email (and am leaving this as a Google Review) because this is ridiculous. The manager ignored my calls for over a month, and I have been told different things by different staff. No action was taken until nearly 2 months after my stay.

I don’t know if this is an issue with just this location or across Marriott, but I’m extremely disappointed with the lack of customer service or a call back for a clear issue on the...

Update from re-visit in 2024: many of the below issues were resolved upon my most recent visit, so I am giving more stars now. The staff were friendly and polite and generally responsive. The hotel was nicely decorated for Christmas. The in-room fridge held temperature; the breakfast had adequate options; the room and beds met our needs. The stink bugs and stains on the ceiling remained. We did not use the pool on this trip.

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Old review from 2023:

TL;DR: Property does not appear to be managed well; it’s a newish hotel, but already has signs of lack of maintenance.

This is the only Marriott property in my parent’s hometown, so I really wish it were nice when I come to visit with my family, but unfortunately, it most definitely does not meet basic expectations.

I most recently stayed 4 nights. The hotel is in a convenient location off of I-70 and the lobby area was nicely kept with free water bottles available, but the positives pretty much end there.

The bad:

NO HOUSEKEEPING - Despite being there for 4 nights, housekeeping didn’t come. When I told the front desk that our trash cans were full, I was offered a large trash bag and was told where the dumpsters were located out back. WOW!

VERY LIMITED BREAKFAST - the first two mornings, they were clearly out of food. They had no milk (was told by the staff they were out), only two choices of cereal (not kid friendly options), and brown bananas. They got a delivery on the third day of our stay, and then they had more options.

NO MAINTENANCE - The tub didn’t hold water because the drain stopper wasn’t properly working. I alerted the staffed, and they promised to get it fixed the next day. However, no one came to fix. I followed up with the front desk, and they told me that the maintenance was now scheduled for AFTER our stay. They did not apologize or offer a solution. Also, the tub caulking was clearly in need of repair.

DIRTY POOL - Black debris was floating in the pool and graffiti was scrawled into the grime around the pool wall. Also, there were no towels until we asked for them. Lastly, the pool ladder was completely broken and unsafe.

SMOKING - When we arrived, all the staff were on a smoke break. They exchanged looks among each other as if our arrival was interrupting their personal time. Eventually, one of them came in and handed us our key without so much of a warm greeting, and then quickly returned back outside to resume their smoke break. Be prepared to walk through smoke as you enter and exit the front entrance of the hotel. Also, be aware that the staff have a motion detector setup at the front desk, which rings for staff hidden in the back room.

BEDROOM ISSUES - Multiple stink bugs were in our bedroom and in the beds. There were stains on the ceiling. The TVs were very slow to operate, especially with Netflix. The fridges held temperatures inconsistently, and did not have a freezer compartment.

NOT MONITORING REQUESTS FROM APP - Be aware that the hotel staff were not monitoring for requests submitted from the Marriott Bonvoy mobile app. I requested additional towels through the app, but nothing came. After waiting about 12 hours, I requested the additional towels at the front desk. They were not aware of my previous electronic request, which still showed as...

I will rarely write a bad review, but this hotel deserves recognition. I typically stay in hotels 50-60 nights a year and I can't remember a more dissatisfying experience. I normally stay at the Holiday Inn which is right in front of this hotel, but decided to try something different this trip. Both hotels share a similar price and ratings but what a difference in service. I expect much more from a Marriot property. I will start with the good. My room was relatively clean, that's where the good ends.

First disappointment: Coffee, it was so weak and tasteless that you could see clearly through it. It was like they used half the amount of coffee grounds as you were supposed to.

Second: Breakfast, very limited choices. Everything was the cheapest you could buy. They did not even have butter for the Bagels or waffles.

Third: Business Center, no privacy, old slow computer. The printer only worked sporadically.

Fourth: The property felt rundown. When the microwave didn't work I was told you have to slam the door because it was old and needed to be replaced. The refrigerator was tiny and did not have a freezer compartment, again CHEAP. The TV was old and small and the remote was difficult to operate. Poor insulation, could clearly hear the occupants in the room above me. The AC/Heating unit was unreliable, I had to put it at 82 degrees just to keep it warm enough to stay in. It was probably off by 10-15 degrees.

Fifth and WORST: Housekeeping. Monday afternoon when I got back to my room nothing was touched! When I went to the front desk to inquire I was told it was on request because of COVID. I am tired of businesses using COVID as an excuse for poor service, and there was nothing to indicate that this was the case, it was not in the listing, I was not told this on check-in, and there was no signage to indicate this. I requested my room be serviced. The next day they replaced the towels but did not even bother to make the bed, or replace anything. The next day nothing, I once again requested service and when I got back to my room the next afternoon the bed was made, towels were replaced but the overflowing garbage's were not emptied and nothing else was replaced.

I am sure I missed something, but you get the point.

Out of the 5 nights I stayed there not 1 day went by where things went as they were supposed to. I understand that mistakes are made and not any 1 of these issues would make me want to leave a review such as this but when you add them up it's a lot of disappointment and aggravation which as a business traveler I do not need.

My advice is this: Do yourself a favor and do NOT stay...