Fairfield Inn & Suites by Marriott Atlanta Stonecrest

The breakfast setup was disappointing. The manager was working hard in the kitchen without help, but there was no toast, and we were told bread wasn’t allowed. Bagels, fresh bananas, scrambled eggs, and bacon were available, though breakfast still wasn’t ready at 8 a.m. Kids were talking loudly outside. Our first room’s television didn’t work, so we changed rooms and got an upgrade. The coffee maker in the second room was broken, but we managed to fix it. There were also visible holes from remodeling that hadn’t been repaired. Not my favorite stay.

My daughter’s birthday weekend began with a long check-in delay that threw off the plans. Check-in was listed for 3 p.m., but my children arrived around 4:30 and were told the room wasn’t ready. Angel at the desk said it would be about another hour, without guaranteeing that. She seemed dismissive and unconcerned. While my children waited, they saw several desk employees sitting, laughing, and chatting, with no apparent effort to get the room ready. When I asked my daughter to get the staff member’s name, Angel asked why her mother needed it and whether I was trying to report her. My daughter said I was speaking with customer service. Right after that, Angel said the room was ready, sometime after 5:30. Friends and family had flown in for the celebration, and we had a set itinerary from the 26th through the 29th, including an event that evening. Losing the preparation time caused stress and disrupted the start of the weekend. I can provide the invitation and itinerary. My reservation confirmation was 72158905, under TamaraPugh, and my daughter had been added for check-in. I spoke with Kim to add her and was on the phone with my daughter during check-in, so the delay was the hotel staff’s fault, not confusion about the name. I’m asking for one night’s charge to be credited back to the original payment method, along with a review of what happened and any corrective action. This fell far below the professionalism, transparency, and urgency I expect from Marriott. I’m escalating because Wendy seems to do little besides apologize and ask people to give the hotel another chance. Why spend money there twice? The whole staff needs a revamp. This isn’t the first problem we’ve had at this particular hotel, and it will be our last. The service is piss poor, the rooms are mid, and the food quality is extremely low.

The staff seemed irritated when we asked for extra washcloths, and at 9:45 at night we were told laundry was underway and to check back in a few hours. They also entered our room without knocking, then began pressing us to check out by 9:30 a.m. on departure day. During the stay, no one changed the linens or tidied the room, and the trash liner hadn’t even been opened and fitted into the bin. The sink was clogged and there weren’t enough washcloths. We found hair on the bed linens and in the tub, and the sheets felt dirty. A black widow spider crawled onto the comforter. My family and I didn’t have a pleasant stay. I usually enjoy staying at Marriott hotels.

I booked after researching a room with Netflix, an indoor pool, and a “hot Breakfast,” expecting to spend time there. The room itself was decent and clean, but the stay was a letdown. Wi-Fi was too unreliable to run Netflix on the room TV with my account. The breakfast kept running out of things, and the waffle irons weren’t turned on any of the days we stayed. There were bowls but no plates. We asked for pool towels and were told housekeeping hadn’t washed any, so our family of five got just three.