Fairfield Inn & Suites El Paso Airport

This was easily the worst customer service I’ve had with Marriott. I’m a loyal Marriott customer, staying at another Marriott brand during the same trip, so being charged by a place we didn’t stay at was especially frustrating. We had tried to cancel within the policy window. My wife called the day after I booked, well within 24 hours, because our travel plans had a logistical conflict. We didn’t get a cancellation confirmation, but trusted the representative had handled the request. Later, when I called the hotel, the manager said there was no record of the cancellation and that we’d still be charged for two nights, even though we weren’t staying there. I explained that we had cancelled on time, but since they couldn’t find proof of the call, she wouldn’t refund us. The only option she offered was changing the dates, which was no help for a one-time business trip when we were already staying at another Marriott property. I was most troubled by the lack of empathy and willingness to resolve this reasonably.

We checked in late, and the woman at the front desk was very pleasant. It took less than five minutes for us to get into our clean, comfortable king suite. We didn’t make it to the complimentary breakfast, but it was available. There was plenty of hot water, though I’d have preferred stronger shower pressure.

A dog in the room next to ours sounded like it was being mauled starting around 3 a.m. It kept going until we left at 7, and I’d guess it’s probably still throwing a fit. The AC only came on for three minutes about once an hour, then the room climbed back to 80 degrees. The front desk woman was standoffish and no help at all. My in-laws had called ahead and paid for the room, but at check-in we were told that arrangement “didn’t work” and only my card was on file. Book here only if you don’t care about sleeping.

After we got home, I noticed the hotel had charged my card $10 for parking. No fee had been mentioned while booking, in the confirmation, or at check-in or check-out. There was a notice in the elevator, but the unfriendly receptionist hadn’t said anything, so we assumed it was outdated or the charge only applied during special events. I contacted the property about it and got no reply. “The Fairfield 100% Guarantee” is a joke. The rooms were just okay and breakfast was mediocre. One wing seemed to be under renovation, and an incredibly loud, annoying fan in the lobby made both check-in and breakfast unpleasant. No explanation, apology, or interest in customer service. I’d avoid this hotel.