Fairfield by Marriott Inn & Suites Wilkes-Barre Scranton — Hotel in Wilkes-Barre

We had an extremely sudden and unexpected death in our family. We live in Southern Alabama, have 3 kids and NO room for unexpected expenses in our budget. We found out on a Wednesday that, just 2 days later on Saturday, we had to drive 1400 miles AND find accommodations for our whole family for 2 days so we could attend funeral services for my husband’s sister. Driving alone would cost us $400 in gas!! The stress of a trip like this was ridiculous! The staff at the Fairfield Inn in Wilkes Barre erased the stress of figuring out how to make accommodations work for this trip. Being a AAA member, the room was affordable. The staff when we arrived (at 2am) was amazing with quick, drama-free check in! We knew our belongings were in a safe environment when we were away from the hotel. The breakfast didn’t leave us hungry for more! It was a wonderful experience during a trip with such a sad purpose. The front desk was friendly and compassionate, the maids on the 4th floor were really friendly and flexible and helpful!! And when I couldn’t find a luggage cart on the morning of checkout, the front desk granted a late check out so we could make it to the funeral, burial, and be available to support my husband’s parents without worrying that we needed to tend to hotel matters. I really don’t know how to say thank you enough to the staff! Being a stranger to all of these people didn’t seem to make any difference! The pool and workout room was perfect to help destress and exercise the kids after a 19 hour drive and it helped us to relax after spending a full day of greeting extended friends and family at the visitation. This hotel understood everything we were going through, without having to hear any stories...AND stepped up without me having to ask for anything. True hospitality...and I will be telling his story to everyone. We will return to Wilkes Barre in the future under better trip purposes, as it is my husband’s hometown...and now I have a new favorite place to stay. Thank you from the bottom...

First, let me say that it trip was not perfect and there were hiccups along the way. The room was exactly as described and shown on the internet and it was good to go. We had some issues with the pool and spa, neither of which were the hotel's fault.

In short, they had to make what I later learned was an unexpected repair to the pool, which required draining it and then refilling it. The pool was filled when we got to the hotel, but ice cold. Meanwhile, the spa was working intermittently, probably from the overuse it incurred while the pool was out of commission.

My family and I were at the hotel to get away from home on the anniversary of the passing of someone dear to us. While at the hotel, we learned another special person had died that morning. As you can imagine, our emotions were high and when I spoke to the management about the pool and spa situation via the hotel's message system, I'm embarrassed to say I let my emotions get the better of me and I wasn't as courteous and understanding as I should have been. I was downright rude at one point.

Despite my attitude, the hotel's manager or representative (not sure who answered the messages) was friendly and respectful. The situation was explained to me and an apology was offered for the inconvenience. Customer service isn't an easy job at times and I didn't make it easier, but whenever I spoke to handled it like a pro.

The people here are great,from the folks who prepare the free breakfast offered each morning to the desk staff and been everyone else. I strongly...

I checked in late at about midnight. There was no one at the desk and the door was locked so I had to press the buzzer. After I got up to the room I went back down for a soda and again there was no one at the desk and no doorbell. Someone else came down and we stood there for 5-10 minutes before someone came out. The front desk agent gave me a great recommendation for Grotto Pizza. I don’t know her name and she didn’t give it or wear a name tag. ||I came down for breakfast and it was okay. I tried to have some cereal but the milk was in a jug and warm. I went to the desk and the front desk agent was helping a lady and said they still had ten rooms left. She was very friendly to that lady. When I asked if it was possible for a late checkout I was very rudely told that they were sold out… When I left the hotel to go shopping there was no one at the desk. When I came back there was no one. When I left again for an event there was no one but there was a bunch of loud people in the cafe area with rude children who asked my gender and then used slurs when I walked by. When I came back at 2 am I used my key card to get in and there was no one at the desk. I’m not sure if this hotel has a full desk staff or if there is only someone there at certain times and there was no doorbell. The two agents I did see were not wearing name tags. ||The hotel itself was very nice. The room was clean though I don’t know by who because there was no name card. The bed was surprisingly...