Fairfield Inn & Suites by Marriott Goshen

Tamra Williamson at the night desk was especially courteous, and Amber Sauceda greeted us with a genuinely cheerful good morning. Quin made us excellent coffee on Sunday before breakfast even began. Coffee is available around the clock. It's a new hotel, so everything feels modern and clean, and the shower was great. Sunday breakfast was better than average, with gluten-free choices, which was awesome for our family member with Celiac disease. This is our new home base when we're visiting North central Indiana.

I stay here at least once a month, and housekeeping clearly does a good job because the hotel is always clean and well kept. When I checked in, Tamara was amazing, caring, kind, professional, and personable. That's exactly what customer service should be. The hotel is exquisite.

Before arriving, I called to check whether we could use the pool for a small gathering. We'd held birthday parties here before without problems, and I was told it would be okay. But after we arrived, things changed. Amber was rude and unwelcoming at check-in. My 19-year-old nephew, who is Black, was stopped at the door, questioned about whether he was a guest, and told he couldn't use the pool. There didn't seem to be a clear or consistent way to identify guests, so I have serious concerns about why he was singled out. I asked to speak with the manager, Jennifer Brown, about a refund and these concerns, but she wouldn't leave her office to talk to me. My family felt uncomfortable and disrespected, so we decided not to stay, yet I was denied a refund. I've since contacted corporate, and a case has been opened. The whole experience was upsetting and unacceptable. Based on the poor customer service, lack of professionalism, and the way guests are treated, I wouldn't recommend this hotel.

The location felt a bit random, close to Walmart and other shopping, but a little far from the centre. The rooms were good and spacious, and the bed was okay. Breakfast was nice, though I don't understand why it was served on disposable plates with plastic cutlery. That seems to be the trend in the US for some reason. I liked the hotel.