Fairfield Inn & Suites Gallup

A housekeeper hurried down the hall to hold the door when she saw me struggling with a sideways cart and a load of luggage. That kind of attention made the stay for me. From the reservation through check-in, everyone was just so nice. The afternoon desk staff were great, and May was there at checkout. The room had everything you’d expect, and the whole place was spotless. The breakfast area was just as clean, and someone made sure the food was kept hot or cold as it should be. The bathroom was spacious and spotless too. I’ve stayed in hotels all over the country, and service is what sets one apart. This Fairmont deserves a spot at the top if you care about clean, friendly, well-appointed lodging. The staff are 5 star and the room was top tier. I’d stay again when I’m in Gallup.

The breakfast was nice and the staff were fantastic, but I’m unsure whether I’ll stay again when work brings me to Gallup. The elevator was out, and reviews showed it had been broken for a while. Nobody told people who’d booked ahead, so we could’ve found another hotel. They also had just one person working. She offered to carry my bags up, which I accepted because I’m recovering from rotator cuff surgery, but I felt bad that she had to lug everyone’s luggage. An older man who came in just after me had a cane and had recently had knee surgery, and he too faced several flights of stairs. My room smelled like cat pee, and I found long black hairs on the pillows. I have red hair. I was exhausted from a long drive and felt bad for the only staff member, so I made do. The animal urine smell was nasty, and the elevator situation is ridiculous, especially with no advance warning.

They offered 5,000 Marriott points, as if that fixed anything. I checked in at midnight after being stranded beside the highway with a flat tire for TEN hours, exhausted and desperate to sleep. Instead, the elevator was completely broken, and nobody had called or messaged guests with reservations. A heads-up would’ve mattered after a day like that. I travel coast to coast over 10 months of the year, and my luggage is heavy. I had two suitcases weighing at least 60 pounds each, plus a large bag, and had to carry everything up the stairs. My back is killing me, and I could’ve fallen carrying it all up and down. Come on Marriott. Come on Fairfield. Communication, guest safety, and basic consideration matter. Don’t assume people will be okay hauling heavy bags up several flights late at night. Put people ahead of profit for once.

The place was clean and neat, and the staff were friendly, but this hotel has seen better days. The elevator was out of order, which was rough with my in-laws in their 70s. That can happen anywhere, sure, but other maintenance issues and broken things added to it. What do you expect from a place in the middle of the desert, I guess.