Fairfield Inn & Suites by Marriott Philadelphia Horsham

We were charged twice for the room, and the refund still hasn’t come through. Jeffrey told me management would reverse the duplicate charge within 3-5 business days. Fourteen business days later, nothing had been processed. I called again, and a sales manager said there was no refund in the system and promised to call with an update that day. Three more business days passed with no follow-up and no reversal. Management was dismissive when I raised these issues. The late-night check-in was bad from the start. The night auditor seemed visibly annoyed that my family and I had booked online late in the evening, then sarcastically asked if we wanted “a dirty room” or “a room that is unavailable.” During the interaction he loudly watched Family Guy in the lobby, including its explicit language, and smelled strongly of marijuana. It felt like he didn’t want to do his job. I initially said I wouldn’t post a review, but the lack of professionalism, accountability, and follow-through made me feel I had to. The whole thing felt sketchy and poorly managed. Calls to the hotel often go unanswered, too. I’d advise people to look elsewhere.

Michaela Francietti made us feel incredibly well cared for from the moment we checked in. Her kindness, authenticity, and real investment in our stay had such an impact that the experience felt like the Ritz. We were genuinely touched by our interactions with her, and Philadelphia Horsham Fairfield is lucky to have her on the team. My partner, our puppy, and I were there while visiting family. The room was nothing special, and cleanliness could be better, but the customer service made our time there lovely.

The breakfast was decent, though not amazing, and there was no delay getting it. Fresh coffee mattered most to me, and it was good. Our room had two queen beds, was clean and nice, with white sheets and comfortable mattresses. I slept well. No bed bugs! I’d read recent complaints about renovations, dirty sheets, bed bugs, and breakfast after booking, so I was a bit concerned. The renovation seems to have been done for a while since I didn’t notice any fresh-paint smell. Compared with places I’ve stayed over the last couple of months, this was the best so far.

The lobby’s cucumber-lemon water was a nice little touch. Our room was roomy for the price, clean, and comfortable, with plenty of drawers and shelf space plus a nice desk. The heat was quiet, and the bed was really comfy.