Fairfield Inn & Suites Rome NY

The room was comfortable, the bathroom had been updated, and I loved being able to close the curtains. The personalized message on the TV was a nice touch. My only complaint was that both chairs, the bees chair and the lounge chair, were really uncomfortable.

Breakfast was great, and the room was very clean with the AC set just right. I was in the area for a wedding and wasn't sure when I'd get out, so I called to check in on my phone. The customer service was amazing, and I could use my phone to get into the room around 11 p.m. I'd definitely recommend this location.

The location is lovely and the rooms are clean, but what happened with the front desk completely changed how we felt about the hotel. After we raised concerns about language they'd used to describe an earlier encounter, staff threatened eviction as a possible fallback. We were trying to calm things down, yet the manager on duty kept making threats and doubling down on her claims.

The hotel has policies that, in my view, violate its franchise agreement with Marriott. When it tried to go against Marriott's terms, I called corporate, and Marriott contacted the hotel. The hotel then agreed to follow Marriott policy. The next day I went to the front desk to have my key re-keyed. The front office manager, Brittany, was combative and accused me of “harassing” her employee and “screaming.” I did neither. I was firm that the hotel had to follow Marriott policy, but I wasn't rude or yelling. After Marriott got in touch, I even apologized to the front desk employee for being put in a tough spot while management was trying to get her to violate the franchise agreement.