Fairfield by Marriott Inn & Suites Columbus

I've used Expedia for almost 20 years and never had a hotel add its own fees when I arrived. This one charged extra fees for booking through Expedia, ran my card three times for them, and won't refund the money. The staff were also extremely rude. On my first stay, I was reprimanded for using Expedia. Worst hotel experience I've had. They seem like a bunch of crooks.

I was cycling across the country and stayed here for one night. It felt luxurious after camping. Everything was spotlessly clean, and every staff member was kind and hospitable. I'd definitely stay again.

There were flies and bed bugs everywhere at the Fairfield Marriott in Columbus, NE, even in the food. There was no soap in the showers, and the place didn't look cleaned. I brought it up with management, who didn't seem to care. I asked for a refund and explained that having to shower again without soap had made me late to my meeting and ruined my day. The manager said they'd given me a late checkout, but that didn't undo what had already happened. When I said I'd escalate the issue to corporate management and the board of directors, he told me I wouldn't be welcome back.

The rooms were clean, while breakfast was so-so. During our Memorial Day weekend stay, my husband told staff he wanted to pay cash. They said they needed a card on file but wouldn't charge it, and that he could pay cash in the morning. We paid cash at checkout, but I saw later that day that the card had also been charged. Since it was a holiday weekend, no management was available to sort it out. When I spoke to assistant manager Nick this morning, he quickly said the refund would take 7-10 days. I also asked why the staff member we spoke with hadn't passed along the issue, and Nick said he could only see that we'd paid cash. Neither the assistant manager nor general manager had been there over the holiday weekend to help the staff. The front-line team didn't seem trained or equipped to deal with this. Management appears to work normal business hours without realizing this is hospitality. The staff's lack of preparation reflects directly on management.