Fairfield Inn & Suites by Marriott Framingham

I was flying in from California because my mother had died, but my flight was canceled and I couldn’t get there. They kept my points and refused to return them. They also charge for cancellations even if you call. I was a Titanium member through Marriott, but I’ll never go to Marriott again and will always choose Hilton. These people are horrible. Don’t stay here.

Heather turned problems that could have ruined my trip into a much better experience. She thought quickly and handled the third-party vendors with foresight and a level of grace and expertise that would have overwhelmed anyone else. Marriott, Heather is the crown jewel of your whole brand. If I could give her 100 stars, I would. She saved my trip and made it unforgettable, and she’s why I’ll keep choosing Marriott. Please give her a raise, and fix your booking system.

The rooms were clean and nice, and breakfast was good. Everyone on staff was friendly and suggested places for dinner on our first night. I think the front desk agent was named Eli. They were really personable.

I got in after 3 a.m. following a flight delay of more than six hours, and the manager who checked me in was incredibly kind and quick. This was one of the nicest Fairfield Inns I’ve stayed at, and I’ll definitely use this Marriott again.