Fairfield by Marriott Inn & Suites Huntingdon Route 22/Raystown Lake — Hotel in Smithfield Township

We have stayed in this hotel for many years and each stay the hotel is in worse shape. We stayed recently over the xmas holiday and they first started by gouging us and jacking the rate up from $107 a night to $141 a night as well as claiming that the hotel was sold out. When we got there at roughly 11 pm, the employees had their cars blocking the entrance and were parked RIGHT in front of the front door. The girl at the front desk seemed a bit surprised that marriott was saying the hotel was sold out AND that they were charging us $141a night.

The first room they gave us smelled like must, feet and ass, it was barely large enough to change your mind without having to leave the room to do so. They gave us a "suite" and "adjusted our rate" and while only slightly larger than the first room, they still included the smell of must and feet free of charge (they told us the smell of ass would cost extra). The "suite" had the wallpaper either peeling or bubbling on EVERY wall of the room. The walls were all marked up and spot painted with whatever they had handy so none of it even came CLOSE to looking like it matched....lol. The floor light fixtures were basically rickety and falling apart. None of the TV's in the room worked and had to be messed with and reset in order to get them working. We tried to sign into the "enhanced" wireless that our bonvoy membership supposedly entitles us to but to keep in line with their superior offerings, that did not work either. A phone call to the front desk resulted in a "we have to call this number to fix that and I don't think anyone is there".

The front desk had signs that stated that they had "limited housekeeping" and while I am ok with that and rarely use housekeeping services, if you are offering limited services, that should reflect in the price of the room.... no full service, no full price.... seems common sense to me. The "pantry" or whatever they call it had a few bottles of water and a few candy bars..... This is one of those areas where all it would take is a little "give a damn" attitude and a trip to walmart or sheetz. The "continental breakfast" was not bad but there is a HUGE difference in what they offer if there is a penn state game and the hotel is ACTUALLY sold out vs what they offer while we were there.

Marriott sent me an email to review my recent stay and I posted a similar review to this one. I noticed that a 4 star review from 6 hours ago seemed to make it onto the reviews page, but my 1 star review from 24 hours ago did not seem to make the cut..... I was emailed the typical canned response from the GM that he has sent out a thousand times before. When looking at the reviews page someone posted a similar review 5 months before and got the same canned response from the GM. More than enough time to fix the issues and get that hotel back to where it USED to be.....

I was a marriott fanboy for many many years but all of the reasons that kept me a loyal customer are now gone and it looks like I will take my business somewhere else as they really don't seem to...

We had a very uneven experience at this property. Perhaps in non-Covid 19 times it would be fine, but there were enough issues that on balance we won't return, at least for the foreseeable future.||||Pros: As a Titanium member, we were upgraded to a studio suite and received the view I requested toward the countryside (rather than the parking lot). The suite had a nice sitting area separated from the bedroom area with a couple small coffee tables we used to put our takeout food on. Also there was a frig, microwave, and coffeemaker (though they should install a light above that area; it was quite dim even with hall light on). Moreover, they do offer the usual Fairfield buffet breakfast, despite Covid-19 (but see cons below). And finally, the front desk clerk was wearing a mask, was nice and polite, and invited us to choose a free item from the Market shop as our welcome amenity (though he did not point out we could opt for points instead--wish I'd known). ||||Cons: Despite signs on the front door saying guests should be wearing masks, the very first guest we encountered came out of the elevator without one. And the next morning, pretty much all of the guests in the lobby were not wearing masks. I dashed into the breakfast area with a mask on to grab milk and yogurt out of the small refrigerator case there at breakfast, but did not feel comfortable lingering any longer. Other issues: there were no staff members at the front desk when we arrived at around 8:30pm on a Friday night, and no one appeared despite our calling out "Is anyone here?" several times. Someone finally appeared from another area of the hotel, not from behind the front desk. So I suspect he was the only staff member on duty. Also our TV remote didn't work after we turned it off initially (you are "greeted" in the room on arrival by both TVs being on, with rather loud music and a message on the screen). Final con: room doors are not set up for mobile keys, so you have to check in and get a key at checkin. This is another serious downside...

Let me begin by saying I stay in this hotel frequently and have had great experiences in the past. However, this visit was not a good experience. It is a very nice hotel with great front desk staff. However, I feel the lack of response from management is what has me most upset. The manager does not respond to emails or complaints in a timely manner. Apparently, 100% satisfaction guarantee does not apply at this hotel. Below is part of the email I sent to management.

As I brought to the attention of the front desk clerk, we were in Room 230. The mattress in that room is damaged. When we got into bed around midnight, I said to my husband how uncomfortable the bed was. There was no support. He said his side was fine. I never did get comfortable that night and had a bad night's sleep. In the morning, I sat on the edge of the bed on the side where my husband slept and noticed how nice and firm the mattress was. I then walked over to my side and sat down and sunk. I had my husband do the same thing and he said he now understood what I was talking about and why I didn't sleep.

Front desk clerk gave us a minimal point credit but hotel management did not respond to email. Great customer service should continue even after the guest has left the property.

100% guarantee as it appears on website and invoice: We promise you’ll be satisfied, or we’ll make it right. That is our commitment to you. If an issue arises, promptly alert the General Manager or a Front Desk associate so they can resolve it. Hotel associates will make every effort to resolve the problem to the guest’s satisfaction. If compensation is granted, it will be limited to the price of one night’s stay or Marriott Rewards® points for a...