Fairfield Inn & Suites by Marriott Detroit Taylor

The property is nice, but the beds are hard and the pillows are the worst. Don't book through the app. To get the member rate, I had to prepay, then our trip was cut short by weather. The hotel and then the 800 number both lied to us about getting a refund. We won't stay at another Marriott-owned property. They also charged taxes after check-in, on top of the advance rate, so the price they showed up front wasn't the full total. It's the most ignorant system I've come across in all our travels.

The staff were extremely nice, and breakfast was good. The place is new and clean, and there's a small pool. On our two-night stay, they didn't come in to replace towels or make the beds. There was no refrigerator in the room, the shower pressure was low, and storage was limited to one small bureau. There was nowhere to hang towels.

The main problem was that the air conditioning didn't work at all during my one-night stay. The room stayed at 74° even when I turned it down to 44° and cracked the window, and I couldn't sleep because I can't sleep hot. I'm Floridian and need some kind of air conditioning. I called the front desk several times and spoke with Adam, asking for a fan, someone to fix it, or a room change, but nothing was provided. I paid for something I didn't get. I attached photos showing the settings and a clip of the entrance foyer light, which barely worked. I'm totally dissatisfied and would like this fixed. As a Marriott Bonvoy member who's stayed at Marriott hotels in several countries, I find this unacceptable. I'm not sure whether the hotel needs updating or renovation. At check-in, Adam wasn't very friendly and came across as standoffish. He said I'd be charged more than the Marriott app showed, but didn't fully explain why, so I was confused. I didn't want to keep having a pointless conversation and possibly irritate him more. He wasn't rude exactly, but he was unwelcoming, and customers can feel that. People can have a bad day, though I didn't appreciate it. At checkout I asked the staff on duty for a printed bill because Adam and I had some confusion. They had to explain something to me again, and honestly, it didn't even need explaining.

Michelle will assume you're homeless if you're wearing baggy clothes. You can't leave your key in the room or use the lobby restroom at 5:30 am. When you call to ask what's going on, she'll tell you to get off the phone. She needs retraining or to be kept off the front desk. Definitely not the encounter I wanted before starting my road trip.