Fairfield Inn & Suites By Marriott - Brunswick

I liked my experience here, but then I saw how the general manager, Ashley, treated the staff, and it made me sick. She was cold and rude to people who were genuinely good staff. I can't believe what I witnessed. I'll never stay here again.

The rooms had blackout curtains and the air conditioner worked great, but the place needs updating. We weren't told until check-in that the downstairs air conditioner was out of order, where breakfast is served, or that the gym and pool areas were closed. The elevator wasn't cleaned the whole time we were there, and the halls always smelled. Our room didn't get cleaned, so I had to go get extra towels myself.

Prince, you treated my mother terribly, and I hope you someday understand the rage I felt hearing how you chose to tell her about the company's mistake. For context, she was driving to Brunswick when you called to say they could no longer give her a room. She was immediately frustrated, especially since you offered no compensation. She had a 10 hour drive and expected somewhere to stay when she arrived. They had her credit card on file to hold the room and knew when she would arrive, which is how they were able to call and tell her they couldn't accommodate her. You said the hotel couldn't host my mother and several other guests because of water damage. She questioned how the hotel could have missed this when she booked earlier that same day. You then seemed upset, assumed she was incompetent, and kept explaining it in a condescending way, even though all she was asking was what solutions the company would offer for a major inconvenience she hadn't caused. You didn't keep your composure when she got frustrated, and you wouldn't offer a solution or compensation, or connect us with anyone more senior. The only thing you provided was the general manager's email. Calling this encounter unprofessional would be an understatement. I hope Marriott critically evaluates how its employees handle and diffuse customer situations. Sincerely, A VERY hurt and disappointed customer service worker, most importantly a daughter.

The lighting in the room was poor, and I had to feel my way through the dark unfamiliar space to find a lamp and then its switch. I also couldn't find a good chair for reading, either in the room or in the lobby.