Fairfield by Marriott Inn & Suites Wilson — Hotel in Wilson

First of all, the room was excellent, the facility was clean, parking was well lit, and the lady at the front desk when I checked out was quite pleasant and apologetic. The ONLY reason for the FAIR rating and not POOR.

I arrived approximately 02:00 EDT, Thursday, 28MAR2019, which isn't unusual to arrive that late on longer trips. As I walked into the hotel, front doors were not locked, I stood at the vacant front desk for a moment, shuffled around for a bit, as there was no bell to ring for service. The Late Night Desk employee popped up from somewhere else in the lobby, disheveled and sleepy eyed. The Late Night Desk Employee was obviously tired, possibly sleeping, and although we briefly discussed late check out, which I always ask for when arriving that late, he may not have written it down, put it in the system, or even heard me correctly. As I asked for a late check out, 13:00-16:00, there is no need to go to sleep immediately, as there was still work to do. That being said, Although I hung the DO NOT DISTURB flag on the outside of my hotel room door, and hooked the safety latch. I was woken up at 12:03 by housekeeping rapidly and insistently knocking on my door, followed immediately by them attempting to gain entry! I immediately called the front desk to have them cease bothering me and find out why they are trying to gain entry. Front desk apologized and said they would inform housekeeping.

This type of behavior is becoming a theme in the Courtyard and Fairfield hotels, where I specifically ask, and get approval, for late checkout, but 11:00-12:00 the next day, Housekeeping is knocking on the door. Although this is the FIRST time, they've tried to enter the room WITH the DO NOT DISTURB flag on the door knob! If I'm in the wrong, please inform me.

Once i collected myself and went down to the front desk to discuss, the Front Desk Lady apologized and was very nice! I asked for the manager, she said the manager was on the floor and not available at the moment. She offered to have them give me a call. I said i would greatly appreciate that, but was in a meeting from 13:00-15:00hrs that day, and if the manager could call after, or leave a voicemail. That was on Thursday, 28MAR2019; today is Sunday 31MAR2019. No return calls. No voicemails. No...

We have used this Fairfield Inn several times. We have had small, minor issues in the past, but nothing that would deter us from staying. This last time is different. As a visually impaired individual, I always request a first floor room in case of emergency. We were given a first floor room as requested. We brought in our bags and then headed out to the store and dinner. We arrived back around 930pm. My husband did some remote work and then around 1030pm, he turned in to relax and watch TV. It wouldn’t work. He called the front desk and after a few minutes of failed suggestions from the clerk, they decided the clerk would come to the room to address the issue. The clerk requested the room number. When my husband gave her our number, she informed him that the TV in that room doesn’t work. She asked if we were informed upon check in. My husband responded no. That was it. She had no further help or solution. Not even a room switch. So my husband asked what compensation would be offered. She became annoyed and told him to email a higher up in the morning. The next morning we went for breakfast to an eating area where not one table was clean. The coffee urns were empty and didn’t work properly. When we checked out we were not asked how was our stay, but we told the clerk about our disappointment and experience. She told us that because the room was booked with points we woukd have to go through Marriott. We called and opened a case. The employee said we woukd hear back in a couple of days. A week and a half later, I called back to be informed that the hotel was contacted and they felt that a broken TV was no reason for any compensation. Marriott has no respect for your hard earned dollar or the conditions of the rooms you book to stay as far as we are concerned. A total insult. Not even a partial return of the points. No wonder they are laying off employees. I cancelled our return stop and bookd the Hampton Inn. We will put our money where they treat us with kindness respect. Horrible customer service at this Fairfield. When you pay them money, you are paying for the included amenities...

Stay elsewhere. Don’t get me wrong, we used to love Marriott. Since 1999 we’ve been loyal customers. We currently own timeshares, Vacation Club “Trust Points”, and a Visa Bonvoy card.

We’re retired and travel somewhere almost every month. We’ve never stayed anywhere but Marriott properties or with Bonvoy points since 1999. Even in Europe.

Stayed at this Wilson, NC many times during our annual trip to Hilton Head Island in SC. Convenient, just off I-95

NEVER AGAIN at that place. Toilet leaking; TV not working. Tried calling front desk for a different room. Phone broken, so after 4 phone tries, I called front desk from my iPhone, requesting a different room. “Sorry, we’re full”. Oh, since we checked in at 10 pm (after driving 8 hours) I guess we got the last room (“the Dregs room”).

THEN the Front desk Manager came UNINVITED twice, knocking on our door just before and then again after 11 pm. First time to reprogram TV, which didn’t work.

Then the 2nd time, again uninvited, offering me her iPad to watch TV. She COULD have called my cellphone first. I would have said no thanks, it’s too late for a visit. We were already in bed.

Reported full incident to lovely front desk assistant Haley the next morning, as we checked out. She was quite apologetic, took notes and promised to have GM call me.

No call, so I sent an email to Jeff Baker, General Mgr. I came to learn from his card I got from the Front Desk that he doesn’t even work for Marriott. The place is owned ? and/or run? by “Hotel Ventures Inc.”. Who are they ?

Then Baker called. I said please read my email and reply , without any further discussion. No email reply from Baker. Resent it twice, after verifying the email address with front desk. Still no reply. No call.

The third time I sent it, I warned him that if he didn’t reply, I’d forward it to the CEO. Do you think he cares? No reply in over 2 weeks.

After reading some of the other reviews, I’m appalled, yet grateful at least we didn’t have any OTHER uninvited guests, besides the Front Desk Mgr at 11 pm,

Really, you can’t make...