Fairfield Inn & Suites by Marriott Springfield Enfield

I didn't know what to expect from Enfield Ct, but my expectations were exceeded. The staff were very professional, polite, and helpful, and the free breakfast buffet was good. My room was big, clean, and really quiet. The beds and pillows made for a great night's sleep, and the TV had YouTube and other streaming services. The walk-in shower and comfort-height toilet were nice touches. Absolutely underrated, 10/10, highly recommend.

I expected more for the price and will find somewhere else next time I'm in town. The thin walls meant I could hear the people next door talking all night, so I barely slept. The room also didn't seem to have been cleaned properly before I arrived. There was lots of dust on the tables and hair in the bathroom, which was gross.

As we were finally getting ready to leave, my husband went into the bathroom and the door came completely off its hinge. He was stuck inside and terrified until he managed to force his way out. Getting to that room was a mess too. I showed the front desk our confirmation, but they said it wasn't in their system and the hotel was sold out. They had already made an error a month earlier by booking us for the wrong date, so I also pulled up the original confirmation number. They still said there was no reservation. We were told to wait in the lobby, left there for half an hour, and finally asked for the manager. The woman at the desk then said she was the manager. Eventually we got a room, but its bathroom door was barely hanging on a hinge. This hotel was a horror story. Even zero stars feels too generous.

I'm a Gold Elite member and usually enjoy staying at Marriott properties, which made this especially disappointing. At 4:00 AM I got an unsolicited wake-up call, then another at 4:08. I hadn't scheduled either one, and being woken at that hour completely disrupted my rest. I couldn't fall asleep again. When I reached the front desk around 5:30 AM, I spoke with Monique. Instead of apologizing, she said the phones were “wired wrong” and the call was meant for another room. There was no accountability or empathy, and no effort to make things right. Mistakes happen, but the way they're handled matters in hospitality. This was a complete failure of both service and execution.