Fairfield Inn & Suites Plattsburgh

The location is nice, which is why we booked here, but this was my first stay with Marriott that felt like I had paid for a regular hotel. I'm a Bonvoy platinum elite member, and the service was lousy. After an eight-hour drive, we found the first room not ready: its door was open, and a bed sheet was hanging on the TV. The manager said no upgrade rooms were available, though she could move us from that room. In the second room, the car keys set off a noise, and I reported it. We were told replacing the battery would take an hour. Shouldn't the room have been checked before it was offered? A nice staff member eventually helped us into a third room that was okay, but the air conditioning kept switching on and off and the room got warm. We didn't ask to move again because we didn't want another bad surprise. Breakfast was poorly prepared, and we had to wait because they were still making eggs. The lights went out while people were eating in the dark until a customer asked for them to be turned back on. There were no towels in the gym, and I got no welcome bonus or rewards points, which I usually receive even when booking through a third party. The manager wasn't helpful. I hope higher Marriott management sees this. The local management isn't delivering the experience I've had at other Marriott hotels. If I'd known, I'd have chosen Super 8 or another cheaper nearby place. This Fairfield by Marriott in Plattsburgh needs better management; customers deserve it.

After we checked out, we were charged for another day even though we hadn't booked an extra night. The shower was also in bad shape: water leaks through cracks, and you have to watch your toes so they don't get hurt. It looks like an accident waiting to happen. I'm sure the NY Dept pf Health would be very interested in giving this place a thorough inspection.

I wouldn't recommend staying here. Staff need more time and training with hospitality and the check-in process. Management also couldn't provide a correct folio at checkout or in the days afterward, and taxes were charged after my stay even though I'd given them a tax-exempt form at check-in.

The location was handy, a short distance from Plattsburgh's cool spots, but our room and the service were awful. Bugs kept coming in through a large crack in the window, even though we were on a high floor. There were Asian lady beetles, flies, moths, and more on the ceilings, walls, and windows. We killed them for hours, thought we'd cleared them out, then came back a couple of hours later to about 40 more. When we called the desk, they said this was a normal issue and asked if we wanted Raid sprayed in the room where we were sleeping. We asked to move, but were first told there were no rooms left. After we kept pressing, they moved us to another room without bugs, though it had an empty pizza box from the previous guests. When we asked the manager on duty, Nick Patel, about a refund, he initially said we'd get one night back, Saturday to Sunday, but it never came. That was very unprofessional. The management group Ambema is a mess and needs to learn how to run its hotel. It's giving the Marriott brand a bad name. We've stayed at many other Marriotts in the state and never had anything like this.