Fairfield Inn & Suites by Marriott Rolla

The hotel itself is very clean and well maintained, but the customer service was awful. If you need a service animal, don’t come here. I felt discriminated against and put down for needing extra help in life. I’ve never been so humiliated. I’ll never come back.

I made the Milwaukee to Dallas trip twice and stayed here both times, once on the way there and again on the return. I’m a Marriott member and have stayed at plenty of Fairfields, but this was probably the best one. The rooms were pretty standard, while the staff were unusually friendly and helpful. Even the night desk lady was sweet when I kept saying “Rollo.” Breakfast was fantastic. The food itself was standard, but the staff kept everything clean and well stocked. Highly recommend!

My wife has allergies to pets and smoke, so we really appreciated that this hotel is pet-free and entirely nonsmoking. The room was quiet, the bed comfy, and breakfast had excellent options. The fitness room was excellent too. The only thing to note is that the pool is on the small side.

My wife called two weeks before our stay to reserve a room. She’s a teacher, and the woman on the phone said she could get the government rate because she works for the public school system. At check-in, we were told she didn’t qualify because she wasn’t traveling for work. We understand that may have been a miscommunication, but then the front desk charged us close to the nearly sold-out rate for that day, $30 to $50 more than the advance booking rate. The next morning I asked whether we could get the difference back since we hadn’t booked at the last minute. A man told us the manager would call to discuss it. Tonya never called, so I phoned her. She said I wasn’t telling the truth, called me “unprofessional and rude,” and spoke to me in a degrading way throughout the call. We were shocked by the behavior and poor customer service. We’ve never had an issue at a Marriott before, but we won’t stay at this one again, and we cancelled another upcoming reservation there. I’d suggest looking at a different hotel in Rolla, MO.