Fairfield Inn & Suites by Marriott Boise West

I’ve been trying to make this property work for almost a year because I do business at Boise Towne Square Mall and wanted to stay nearby. It’s a clean, nice location, but they’ve given away my room, the internet hasn’t worked, and front desk staff haven’t been able to understand English. There’s more, too. Until they make a complete change in the current management and the way they do business, I STRONGLY RECOMMEND LOOKING ELSEWHERE.

The hotel is new, clean, and mostly nice. The front desk staff were consistently pleasant and chatty, the gym was very nice, and breakfast was the usual included kind. I didn’t use the pool. The service, especially from the General Manager, fell well below the Marriott standard. Before booking, I called and was told I could pay with gift cards at check-in or checkout. Then I was told they were only usable at checkout. When I tried to use them then, the hotel refused because more than 24 hours had passed since booking. Sarita, the GM, seemed genuinely annoyed and even said they’d have to charge me MORE if I wanted to use the cards. I bought them specifically for this trip, so beware if you plan to use gift cards here.

Three weeks after my stay, I still haven’t received a response. They don’t return emails or phone calls. I’m highly disappointed. I’m a loyal Marriott Platinum Elite member and had recently switched from SpringHill Suites because this place is a little more updated and closer. My room had blood on the toilet and several areas that hadn’t been cleaned. My coworker requested housekeeping during her weeklong stay, but nobody came. When I raised the issue, the front desk person just stared and said, “That’s gross.” They didn’t ask if anything could be done, offer to talk with a manager, or have one call me. Nobody has contacted me or tried to fix it. Truly disgusting, and this is a biohazard.

Sarah at the front desk was just what you want when you’re away from home: friendly, helpful, and caring. The rooms felt new and clean, and there were lots of restaurants nearby. Great location.