Fairfield Inn and Suites by Marriott Sacramento Elk Grove

I travel often and have been a loyal Marriott Bonvoy member, but this was one of my worst hotel stays. I arrived late and exhausted after a delayed flight, and Rose at the front desk was argumentative and dismissive from the start. My reservation date was an issue, but I only needed a room for that night and planned to leave the next morning. I offered to pay what was needed. Instead, she talked over me, kept arguing, and insisted I cancel a prepaid, nonrefundable booking rather than help sort it out. After a long travel day, being treated like I was the problem was the last thing I needed. The room assignment also felt odd. We got an ADA-accessible room. There’s nothing wrong with accessible rooms, but given what was happening, I wondered if it was the only one available or simply the easiest option for her. The hallways and nearby areas looked worn and unkempt as we walked to the room, which added to the sense that the guest experience wasn’t a priority. Marriott is known for hospitality, service, and consistency, and I didn’t experience any of that here. Rose’s treatment at the desk shaped the entire stay. I’ve stayed at Marriott properties around the country and never felt this unwelcome. Management should take a serious look at service and the guest experience at this location. I won’t return.