Fairfield Inn & Suites Fort Lauderdale Pembroke Pines

The staff are so respectful and nice, and the whole place feels peaceful and welcoming. We liked it enough to add a night, then needed two more because our flight wasn't until Thursday. Dahlaila was a huge help even though I'd booked through a third party, and got us checked back in in less than two minutes. Management is doing a great job with the team. We'll definitely stay again when we're in the area.

We were in the area for the Morgan Wallen concert and had a great stay. GM Christian deserves thanks for the way he looks after the property and makes sure the service is good. Errica was kind and helpful, and Caryless made us feel welcome. We really appreciated everyone's hospitality.

This was the worst hospitality experience I've had, even compared with unplanned stays at cheap roadside motels. My mother had prepaid two rooms for two nights at this location under previous management, using my Bonvoy account, so we didn't expect trouble. Before we arrived, hotel staff ignored my calls. When we got there, they'd mishandled her prepaid reservations. Although they had her card on file, my disabled, elderly mother was woken around midnight to make a second trip to the hotel. My son had to drive her there and back because she can't drive at night. It was heartbreaking to watch her limp to the desk with her cane. We waited about an hour in the lobby before the night auditor finished checking us in. Right away, I found a roach in the bathroom, stained carpeting that hadn't been vacuumed, lights and outlets that didn't work, a hotel phone that wouldn't call the front desk, and an empty body wash dispenser. Later, after the front desk manager had approved a 3:00 pm late checkout, the general manager and staff harassed us at 2:00 pm. The manager added only 5,000 points to my Bonvoy account after promising 10,000. I said both concessions were a start, but asked to meet with the general manager about a refund. The front desk manager and general manager were so slow to respond that I had to call the desk again before they finally met with us in our room. The general manager refused to take responsibility or honor my refund request and told me to contact corporate. I filed a corporate complaint on 8/5/2025 and was told to allow 3-5 days for a resolution. I emailed this location's general manager and called corporate again on 8/15 and 8/26, but I'm still waiting for Marriott to refund me for this horrible experience. I was told the general manager keeps closing my case. Today a corporate supervisor said I shouldn't have such high expectations for a Fairfield Inn. Really? She rudely disconnected the call before I could finish answering one of her questions, after first threatening to hang up. An agent told me today that Marriott's case system lets property general managers close complaints about their own hotel, and that this management has done it twice since August 5th. It's like the fox guarding the hen house. I had to open a new case today specifically about the Front Desk Manager and General Manager. I've had pleasant stays here before, but under the present management I'd avoid this hotel like the plague. They're incompetent and negligent, with little regard for the Marriott brand. Before checkout, the general manager tried setting the tone for our meeting by calling these concerns "little things" until I repeated them. His attitude says all you need to know. One star was generous, and Google should allow zero. The supervisor said not to expect so much from a Fairfield Inn. Keep that in mind before booking. I thought the Marriott name stood for something, but she corrected me. Avoid this hotel.

On both our Monday and Wednesday stays, the rollaway bed had the same problem: springs sticking out. It came with only the bottom cover, no sheets, pillows, or blankets. We were three people in a suite and had ordered it because we weren't sure how comfortable the pullout couch would be. The first time, we called the desk and waited about two minutes for an answer. The woman said she was alone at the desk with only one other person there. About 15 minutes later someone brought the bedding, and that's when we noticed the broken bed. We called again, waited a long time, and told them it wasn't usable, then left it in the hallway. We left with a bad taste in our mouths. We'd booked another night for Wednesday, and got the same room and bed. There was also water on the floor outside the bathroom, and I slipped at the marble threshold where it meets the carpet. Before going upstairs, we told the young woman at check-in about our disappointment from Monday. Once again, the rollaway had no sheets, pillows, or blankets. Downstairs, the check-in employee's solution was to move us to a room downstairs with the same bad bed. We asked to speak to the manager. She said he'd left, but would contact him. She did, then told us he couldn't do anything. We said we'd need a room with two beds plus another room with one bed to get a decent night's sleep, and she said they couldn't do that either. We asked to speak to the manager again, and she called him, but he refused to take the call so we could talk in the morning. By then we were really fed up. The one bright spot was Antonio from maintenance. He did everything he could to make a bad situation better, offering blankets to pad the bed and extra pillows. I hope Marriott gets better rollaways and trains its managers to handle complaints like this. I've worked in the restaurant, hotel, and resort business for 50 years, and they could have done a lot more.