Fairfield Inn & Suites Wilmington New Castle

The evening and overnight teams, the 3-11 and 11-7 staff, were compassionate, apologetic, and proactive. They were the only reason anything got handled, and we eventually had to call Marriott's 1-800 customer service line for real help because daytime management failed us. There were bed bugs in our room, and children were bitten. We had to move rooms several times, each move putting us in a smaller, downgraded room. We showed time-stamped photos and screenshots as proof. Evening staff had acknowledged the infestation, but the daytime general manager refused to recognize it, apologize, or treat it as a danger to our family. She was rude, dismissive, arrogant, and completely unprofessional. Worse, she sent housekeeping into the infested room without telling them about the bed bugs, putting other rooms, guests, and employees at risk. The housekeeper acted more responsibly than management, stopping immediately and reporting it to prevent further contamination. This place is unsafe and poorly managed, with no accountability. Bed bugs, denial, dishonesty, and reckless handling of an infestation are unacceptable at any hotel, especially one carrying the Marriott name. Until leadership is removed or retrained, families and travelers should stay far away. This was a nightmare and deserves investigation.

The room had a mothball smell, and I was very disappointed with the stay. The shower curtain was moldy along the bottom, while the bathroom door kept swinging shut unless I held it open with my laundry bag. The small TV and iron both need replacing. Once switched on, the AC made a ticking sound. This hotel could really use some upgrades.

My earlier review is valid. There were bed bugs during my stay, and we have proof, so don't deny it or lie to protect yourselves. The place is dirty and management is unprofessional. I posted pictures on Yelp, where the reviews also reflect poorly on you. Denying everything to shield yourself from negative reviews is fine if that's what you choose.

The breakfast still wasn't ready when I checked out at 6:40am on Friday, and the staff didn't seem to care. I also had billing problems after booking one more night to follow my existing stay. The front desk extended my first reservation at a higher rate instead of using the prepaid reservation, then marked the one-night booking as a no-show, so I was charged twice. I'm still waiting for that to be fixed. I don't blame the front desk workers so much as the hotel leadership, which hasn't trained them adequately. At check-in, one employee didn't know how to process a Marriott gift card and gave me incorrect information. I also saw him sitting with a personal computer in guest areas instead of at the desk. Staff seemed clueless in several interactions. I wouldn't recommend staying here. Try another property unless you're up for poor service and billing headaches.