Fairfield by Marriott Inn & Suites Philadelphia Horsham — Hotel in Upper Moreland Township

I am deeply disappointed by my experience at Fairfield by Marriott in Horsham. Upon arrival, the front desk staff member, Francesca, made the check-in process unnecessarily difficult and uncomfortable. As an African American woman, I couldn’t help but notice a stark difference in how I was treated compared to several Caucasian guests. Their credit cards used to book online were not required at check-in, yet I was singled out and told that the card on file must be present. This was particularly problematic because my reservation was booked in advance by my husband, so I did not have the card with me. Despite providing my ID and confirming that my name matched the reservation, Francesca insisted that I needed to produce the card used for booking. Meanwhile, no one else was subjected to this requirement.

To take it a step further, after sharing this info with my husband who was not present at the property with me at the time I was checking in, he decided to check in via the mobile app to see if that would help facilitate the process, and we both received an email confirming the booking, stating that we were “ready to go.” We also received a text that read, “Marriott Hotels msg: Your room is now ready. Please come to the front desk to pick up your keys. Std Msg&Data Rates May Apply; Reply STOP 2 stop msg.” Even after reading this text to Francesca, she still refused to provide the room keys, showing a blatant disregard for the confirmation process that had already taken place.

To make matters worse, after feeling singled out and discriminated against, I arrived in my room only to find the bed linens in unacceptable condition. While the room itself appeared clean, the pillowcases were soiled with what appeared to be either a blood-tinged stain or fecal matter, and there was hair on the bedding. Additionally, there was a blood stain on the wall, which was both disturbing and highly unsanitary. At $200 a night, I expect far better circumstances and cleanliness—this is not a $50 roadside motel, and such lapses are simply unacceptable.

Do you think I was offered any money off my room after almost laying down and noticing the unsanitary sheets? My face was mere inches from that pillow when I caught sight of those stains just in time. Yet, they absolutely did not take any money off my stay. Instead, I was only offered another room, which was the bare minimum under such unacceptable circumstances.

This entire experience left me feeling deeply disrespected and uncomfortable. What makes it even more heartbreaking is that my husband booked this hotel for me as a means to relax and recover because I am currently suffering from postpartum depression. Instead of providing the peace and comfort I desperately needed, this stay was the total opposite of relaxation. Francesca’s unprofessional and discriminatory behavior, compounded by the unsanitary state of the room, overshadowed any potential positives from my stay.

I know that writing this review won’t lead to any real resolution, because I’ve seen how management has handled previous complaints. They offer the same, lackluster copy-and-paste response to every negative review: ‘We hope you will give us another opportunity to exceed your expectations in the future.’ It’s evident that they don’t care about truly addressing guests’ concerns as long as they’re getting their money. So, while I know I won’t be compensated for this disgusting experience, if I can deter someone else from spending their hard-earned money at a facility that shows such blatant disregard for its customers, then that’s enough for...

I am deeply disappointed by my experience at Fairfield by Marriott in Horsham. Upon arrival, the front desk staff member, Francesca, made the check-in process unnecessarily difficult and uncomfortable. As an African American woman, I couldn’t help but notice a stark difference in how I was treated compared to several Caucasian guests. Their credit cards used to book online were not required at check-in, yet I was singled out and told that the card on file must be present. This was particularly problematic because my reservation was booked in advance by my husband, so I did not have the card with me. Despite providing my ID and confirming that my name matched the reservation, Francesca insisted that I needed to produce the card used for booking. Meanwhile, no one else was subjected to this requirement.||||To take it a step further, after sharing this info with my husband who was not present at the property with me at the time I was checking in, he decided to check in via the mobile app to see if that would help facilitate the process, and we both received an email confirming the booking, stating that we were “ready to go.” We also received a text that read, “Marriott Hotels msg: Your room is now ready. Please come to the front desk to pick up your keys. Std Msg&Data Rates May Apply; Reply STOP 2 stop msg.” Even after reading this text to Francesca, she still refused to provide the room keys, showing a blatant disregard for the confirmation process that had already taken place.||||To make matters worse, after feeling singled out and discriminated against, I arrived in my room only to find the bed linens in unacceptable condition. While the room itself appeared clean, the pillowcases were soiled with what appeared to be either a blood-tinged stain or fecal matter, and there was hair on the bedding. Additionally, there was a blood stain on the wall, which was both disturbing and highly unsanitary. At $200 a night, I expect far better circumstances and cleanliness—this is not a $50 roadside motel, and such lapses are simply unacceptable.||||Do you think I was offered any money off my room after almost laying down and noticing the unsanitary sheets? My face was mere inches from that pillow when I caught sight of those stains just in time. Yet, they absolutely did not take any money off my stay. Instead, I was only offered another room, which was the bare minimum under such unacceptable circumstances.||||This entire experience left me feeling deeply disrespected and uncomfortable. What makes it even more heartbreaking is that my husband booked this hotel for me as a means to relax and recover because I am currently suffering from postpartum depression. Instead of providing the peace and comfort I desperately needed, this stay was the total opposite of relaxation. Francesca’s unprofessional and discriminatory behavior, compounded by the unsanitary state of the room, overshadowed any potential positives from my stay. I strongly urge management to address these issues and take immediate steps to ensure that all guests are treated fairly and that cleanliness standards are...

You may have noticed that this hotel offers similar amenities to other, more expensive hotels in the area. Having stayed in both, I can tell you that the experience here was a bit rougher. I won't be back, but depending on your preferences you might cope better and gladly save some money.

Check-in went fine - the desk is staffed 24 hours and the attendants are friendly/good communicators.

I went up to my room and checked the mattresses - yes, I do that. I found brown and yellow stains on the mattress covers, and mismatched covers that barely covered the mattresses. One of the mattresses in my double queen room also had nasty stains. Just an aside: I've slept on the same mattress/cover at home almost every night for about 11 years, and it's still as white as the driven snow - what does it take to stain a mattress?? Never mind, I don't want to know. I went back to the front desk and requested a room switch, which they granted. The new room had one bed that looked relatively clean, and one without a mattress cover. Good enough. The rooms in general were a bit dingy and there is grime to be discovered around the toilets and tubs. On my last day I discovered a cockroach skittering along the wall of my room!

Breakfast is a bit dull, but it's there. Powdered eggs, suspect sausage patties, a waffle station, stale bagels and bread. Fruit options were limited to these tough little oranges. The soggy oatmeal did have a large amount of toppings available, so I stuck with that. The coffee was so-so. The decaf was sour and undrinkable 3 out of the 4 mornings (I like to switch after a cup of regular).

I need to print documents every morning, and the printer in the business center never worked. There is also no open USB slot in the computer, so you need to unplug the mouse or keyboard to connect your media. This is mind boggling to me - am I the only person who travels for business and actually relies on these amenities? The staff and I finally figured out a system where I could email them documents and they would print them for me, but this ordeal cost me some valuable time.

I brought a swimsuit, but the pool was laughably small. The handicap dunking chair was caked in ominous mildew.

The hotel is in a safe area and close to major roads, an IKEA, a Whole Foods and other stores and restaurants. It's relatively close to Philadelphia, but traffic will make that 20 mile trip take close to an hour.

I'm not saying it's a "bad" hotel, but it falls beneath my standards. If you're OK with some grime and a sort of depressing breakfast, you can stay here and...