Fairfield Inn & Suites by Marriott Scranton Montage Mountain

The hotel was very clean and conveniently placed for dining, shopping, and especially skiing. I visited at the end of January for a family ski vacation, and the front desk staff were some of the nicest and most helpful I've ever met at a hotel. Sylvia on day shift and Mark at night both went out of their way to make our stay special.

I called back to ask MARY's name because the first call had ended so abruptly while I was trying to sort out a billing question. There was no reason for the attitude. Guest service should be patient and respectful when someone asks about charges. This left me with a very negative impression, and I hope MARY and the staff get better training in courtesy and professionalism. A few days after my stay, I called because I thought I'd been charged $200.00 for one night, but my receipt showed $179.67. MARY answered and looked up the reservation. At first the conversation was fine. She explained the charges, and I checked my bank account and confirmed the $179.67 charge. When I tried to clarify so we were on the same page, she abruptly said, “No, I said $139.67,” in a dismissive tone. I calmly told her I'd said $179.67 and that she may have misheard me. Instead of helping further, she rudely hung up, saying she had to “check people in.”

What really makes this hotel stand out is the service, especially from Mark at the front desk. He's phenomenal and the epitome of excellent customer service. I think I keep staying there because of how he treats me. The breakfast bar is out of this world, too. It's one of the best places to stay in the area, with an excellent location and a very clean hotel.

From the first weekend in August: we had a clean, comfortable, quiet room, and breakfast was very good. The staff were pleasant all around, and the front desk was friendly and helpful. They arranged a late checkout based on our status and told us about the fireworks. We'd stay again. One note, I still haven't received the rewards credit for our 3-night stay or the 500 Bonvoy points welcome gift.