Fairfield Inn & Suites by Marriott Kansas City North/Gladstone

For me, using a power wheelchair, the bathroom setup was awkward. I couldn’t roll under the sink because of its apron and how far back it sat, so I had to reach it from the side. The bathroom door’s swing also made getting around it harder, and the short shower curtain left enough water on the floor that my husband had to mop before I could go in. The bed was too low for an easy transfer from my chair. There was space for my chair beside the toilet, though, and the second floor was accessible by a tight route we didn’t know about when we arrived. My husband, who isn’t disabled, had a great overall stay. I’ve stayed at other places where these access issues were handled better.

The service stood out most. Everyone was kind, helpful, and went out of their way for us. The property is conveniently placed near what you might need, and our room was clean, comfortable, and quiet. Breakfast was just right.

I was only there one night for work and arrived late. The night staff, especially Kelsey, were really sweet. The hotel and room were clean and pleasant, and breakfast was good. I enjoyed the short stay.

More than $1,500 is tied up because the property mishandled a prepaid booking and then canceled my husband’s reservation on arrival day. I booked directly through Marriott with a one-time virtual card, and payment was authorized at booking. One of the many representatives I spoke with confirmed the hotel had failed to process it properly. At check-in they tried to charge that card again, but it couldn’t be reused and their system rejected it. They wouldn’t let him use another card at checkout, even though they had taken my personal card manually over the phone at check-in to recreate the canceled reservation. They still won’t release the funds from the canceled booking, and say the hold on my card will last several days, despite the cancellation being their mistake. I called support twice, waited over 30 minutes each time, and got disconnected both times. The assistant manager on site has been little help and seems unsure how to handle a basic billing problem. Marriott’s service has created unnecessary financial strain and left me to fix the hotel’s errors. Guests shouldn’t have to spend this much time and money sorting out mistakes like these.