Fairfield Inn & Suites by Marriott Olean

I’ve been a Marriott customer for a little over 10 years, with more than 100 stays a year, and this was my worst experience with them. When my flight was canceled, I called several times and nobody answered. The next day I could see the manager in his office, but the front desk employee said he was in a “meeting” and she didn’t know when he’d be free. I asked her to check since he was right there, or said I would. He came out looking annoyed and told me he’d stopped what he was doing to talk to me. His attitude and manner were completely unprofessional and unacceptable. This is also the only hotel where there’s never anyone at the front desk. You have to call someone to come out from the closed back room just to get service.

The staff were friendly and incredibly helpful, and the rooms were clean, spacious, and modern. Breakfast was great, and I had some of the best coffee I’ve had in a while. The hotel is right across from St. Bonaventure University and beside a golf course.

Angel is the reason I gave this place more than one chance, but I won’t stay here again. For the last three visits, my room had ants. When I showed the photos and video I’d sent him, general manager Rodney said they were old and that I probably brought the ants from home. As a woman of color, I’ve never felt so humiliated and disrespected by a hotel. I’m Gold Elite, too. I’ve canceled my future reservations and will stay at the casino when I’m back in Olean. Angel was amazing and always went above and beyond to help with the ants or dirty rooms. He deserves a promotion to General Manager.

There were plenty of breakfast choices in the morning, including non-dairy milk and gluten-free options, and the room was clean and comfortable. The hotel itself was clean and quiet, and the front desk staff were friendly. The pool is small and was crowded that night, but the kids still had fun. The exercise room was really nice. No complaints!