Fairfield by Marriott Inn & Suites Portland Maine Airport — Hotel in Scarborough

Poor doesn’t even begin to cover it. I had booked 2 rooms, for my husband and I, my friend, her husband, and daughter in January of 2022 for July of 2022. I called to confirm a few months prior and everything was fine. I called three days before we left just to make sure and was told they had no reservations for those rooms. I booked through another party so I gave the benefit of the doubt. But when I kept getting the run around I was getting very frustrated. So after I called the third party, had them call the hotel it was finally sorted out. Mind you I was told one price by third party then another by the hotel itself.

Well then came time for check in… this is where it went really wrong real quick. In all the times that I had spoken and emailed this hotel we were never told about the pool being down not once. The guy Matt behind the counter didn’t know our totals, so when he put the hold on the cards we were never given a amount. After dealing with that drama we went to the rooms. I had a feeling to check my bank account and I am glad I did. They charged us yet another different price than the two other emails stated $610 for two nights, but then there was another $500 charge as well, practically cleaning out my bank account.

When I got down stairs I asked what the $500 charge was for and was informed by Matt that it was “incidentals” even though the website says a $50 dollar hold. I told him “absolutely not, this is bull” He didn’t know the first thing about handling the situation. His GM Dawn looked into it and with her help and my banks it was finally fixed.

Just when you thought it couldn’t get worse it does. The rooms were dusty, the toilet seats didn’t even fit the actual toilet, the shower drained so slow my husband and I had to alternate what days we showered so it wouldn’t over flow. The TV had 3 working channels. There were only three patio tables set out for guests and half the time one of those tables was occupied by staff smoking pot . And when they weren’t outside smoking they were inside talking to each other about guests myself specifically and how horrible I was being because they double charged me.

This is actually very sad as my husband and I stayed here in 2017 2018 and 2019 and this hotel was amazing the staff was friendly and joyful helpful the pool was amazing I have talked about this hotel in such great terms for the last four years. So when my friend said that she and her husband were to be married on the beach in Maine I thought that there was no better hotel to stay at than this one. And boy was I ever wrong we made the best of a bad situation and had an amazing time with a beautiful wedding. But I can honestly say I will never stay at this hotel again and I will tell anybody who asks me that they shouldn’t either.

The staff was rude, unprofessional, And overall horrible the only stuff that was ever helpful during our entire stay was the general manager and the young woman that works the...

I've been a lifelong Marriott fan, they're consistency, attention to details, and properties are among the best I've stayed at and why I keep staying with them. That being said, this is one of the worst hotels I have ever stayed at, for being in Maine, it was like a horror story out of a Stephen King novel. Prior to our arrival, I received a nice email from the manager welcoming me to the hotel, that was a first and I thought that's really kind and thoughtful. This unfortunately is the only kind thing I can say about this hotel. We arrived around 5:30pm and found that our room wasn't ready. While we had been traveling all day, it was fine so we went to dinner. When we came back to the room, we found a sticky substance on the toilet seat, and we were so tired that we just went to bed and hoped that the cleaning crew would catch it the next day. However, when we got back the next day, our room hadn't been serviced at all. So I went to the front desk to make them aware of the situation and all I asked for was towels. The next day, we came back, there was a note and gift bag from the housekeeping manager but the room had been mildly serviced: no sweeping (attached photo) had taken place and the sticky substance was still on the toilet (attached photos). So even though the housekeeping manager said they'd look into the situation, other than the beds being made and fresh towels, there wasn't any change to the state of the room and there was no follow-through. Then later that evening another guest was trying to get into our room because the hotel had her in our room too. It was quit unnerving to have someone try to get into your room at 7pm at night. At this point, I decided to respond to the welcome email I received from the manager (at the writing of this review, almost a week later, I still haven't received a reply). The next day, our keys didn't work again, room mildly serviced, beds made in an ugly flurry (attached photo), and sticky substance was still on the toilet. My mom in frustration went down to ask for cleaning supplies to clean it, and we finally got the toilet cleaned. On the final day, of our stay, I just went to the front desk first to make sure our keys worked before going to the room but the person who serviced our room didn't even recognize their own cleaning supplies and left them in the room. Every time I went to the front desk, the staff would ask how our stay was and I'd let them know that it wasn't great and tell them the whole story up to that point, this happened four times in person and once via email. The only response I ever received was, "oh I see you're a rewards member, I know this doesn't fix the problem, but I'll add some points to your account..." but all we wanted was the problems fixed. We stayed at the Courtyard down the road when we previously vacationed in Maine and it was a much better hotel, and if you're looking for a Marriott property to stay...

I don't typically complain about hotel stays anywhere near to this extent, but the horrific experience truly warrants this review.

First off, when I came to the hotel to check in it was clear that the person at the front desk was hanging around talking to a girlfriend/friend/acquaintance casually, which isn't a big deal at all to ME, but I know it's not something that's typically acceptable. When they were finished talking I was able to check in with no problem. I wasn't thanked for my loyalty to Marriott (I’m an Ambassador level, so I stay at many many many Marriott brand hotels). Also not a big deal to me, but again, something that should be done across brands. Just overall not a great first impression.

When I went to the top floor hallway to go to my room the halls smelled horrible. There was clearly a cigarette smell and just overall a dirty mustiness. There were doors to rooms that were broken (handles out of the door, doors half way open, etc) and if the rooms were being repaired they certainly could've been presented better than what looked like a pretty dumpy place. Again, not a HUGE deal, so long as my room was comfortable and clean. Well, it wasn't.

If you see the attached pictures you'll see that the drain to the sink was clogged, there was pubic hair on the walls and in the shower, the towel hanger was obviously damaged, the shower tub had old silicone caulking that had never been removed, and the shower didn't drain well either. Wow. That was just the bathroom. The room's sheets and blankets seemed fine, but the rest of the room had a similar lack of cleanliness throughout (not great vacuuming, etc). For the first time ever being in a Marriott brand I was legitimately worried and disgusted about walking on the floor. It just felt disgusting.

I slept okay but woke up to the worst breakfast I have ever experienced at a Marriott brand as well. Please see the attached photos. The two oranges that were left were old, squishy and browning (clearly rotting), there were almost no pastries whatsoever in the display case, almost all of the yogurts were gone, there was no coffee left, and it was only about 8am-- far before breakfast was over. No one was out there for me to ask for extra food, the understaffed front desk staff was clearly busy, and there was really no point anymore. The hotel was clearly horribly run and I had enough. I just wanted to leave.

Something needs to be done here. It’s obvious that this has been an issue for YEARS based upon the other reviews. I reached out to corporate (Ambassador Service) and they said they forwarded my message to the hotel and that they will be reaching out to me. It’s been two weeks and the hotel has still not responded. I'd hope that something is done to improve the hotel as well. It was a dump. I have no idea how they can still operate as a...