Fairfield Inn & Suites Orlando Int'l Drive/Convention Center

Our trip to the KBIS conference turned into a nightmare after my wife and I arrived at the Springhill Marriott on February 16th. Everyone else in our work group got checked in without trouble, but we were told our reservation had been canceled at our request. That wasn't true, and the staff couldn't explain who had canceled it or why. With no rooms left because of conference demand, they eventually offered us a room at the Fairfield Marriott two miles away. We had to accept, which split us off from our colleagues and meant needing several Ubers for work dinners and meetings. At Fairfield, we were booked one night at a time because they couldn't promise a room for our full stay and said we might have to move again. The next day, while we were at the conference, they emailed instead of calling to ask what we wanted to do with our luggage because they were checking us out. When we got back, we couldn't get into our room. The front desk staff were repeatedly rude and unhelpful. They said they'd fix it, but the same lockout happened every day of our stay. There were problems with billing too. They said they'd charge our business credit card, but later we found they had charged our personal card. We tried several times to resolve it, but they kept putting us on hold and avoiding the issue. Staff also repeatedly blamed us for problems caused by the hotels, including the canceled reservation. The room itself was disappointing: the door was so hard to open we had to shoulder it, the air conditioning didn't work, and the beds were uncomfortable. Both the Springhill Marriott and Fairfield Marriott fell short of the service Marriott is known for. I strongly advise Orlando visitors to avoid these two locations if possible. This was deeply frustrating, and I expected much more from the brand.

Alejandro made check-in easy and stress-free. He patiently helped us through the whole process, and what stood out was how polite and professional he stayed throughout. Even when things took longer than expected, he remained calm, kind, and attentive. He clearly cares about good customer service. Thanks to Alejandro, we felt welcome and valued right from the start, and we really appreciated it.

I booked the room for the 13th, but after arriving in Orlando, I noticed during lunch that the Marriott app had somehow shifted the reservation to the 15th. The hotel said I had called to change it myself, which I hadn't. That unexplained change forced me to book another room through the app at the last minute, for a much higher price. It didn't include breakfast and didn't have the extra door and space I had specifically booked to fit a third guest. The hotel's customer service didn't help. I was told the manager would call to make it right, but never heard from them. Marriott said it had filed a claim and someone would follow up, but there's still been no word. I've been loyal to Marriott for years and am a Titanium member, which makes the lack of accountability, communication, and follow-through especially disappointing. This has seriously made me reconsider that loyalty.

A family member was admitted to a local hospital, so we needed two rooms on short notice. The rates were reasonable, and the rooms were clean, equipped, and everything worked. Best of all, the beds and pillows were comfortable. Service was excellent: Mauricio at the front desk was very accommodating, and Joao at the bar was attentive and helpful. If you need a place to stay around Orlando, give them a call. You can't go wrong.