Fairfield Inn & Suites by Marriott Richmond Airport

Shuttle

Nothing

I am writing to formally express my dissatisfaction with my experience at your hotel, which unfortunately fell well below my expectations and the standards advertised by your brand. At check-in, the front desk was unable to locate my wife’s existing membership. I was informed that a new membership had been created for me instead. However, this morning I was told that no membership had actually been created. As a result, I am currently unable to log in or redeem any membership benefits associated with my wife’s account. Additionally, at check-in I was clearly informed that my check-out time was 12:00 PM. This morning, at 11:15 AM, I contacted the front desk to report that there was no hot water in our room. This was especially concerning as my children, aged 8 and 3, had just come out of the swimming pool and needed to take a shower. I explained the situation and requested a short extension to allow time for the hot water to return so we could shower before leaving. Despite acknowledging the situation, the staff member refused to accommodate the request, stating that check-out time was 11:00 AM and that extending it beyond 12:00 PM was not possible. When I explained that I had been informed the previous day that check-out was at noon, I was told that this was “not her problem” and that the policy was 11:00 AM. As a result, we are now leaving the hotel without having been able to shower, including my young children, which is completely unacceptable. I chose this hotel specifically to avoid issues and even paid a higher rate expecting a comfortable and problem-free stay. Between the lack of hot water, the contradictory information regarding check-out time, the refusal to show flexibility under reasonable circumstances, and the unresolved membership issues, I am extremely disappointed with both the hotel and the brand. Sincerely, Allan Aurieni

This place was clean, quiet, roomy and friendly!

Close to the airport

N/A

Everyone was so nice and there wasn’t a lot of people

There was a big bug in the bathroom and the electrical outlet didn’t work on the nightstand

Big room, clean, breakfast

Breakfast was included and offered fresh fruits, turkey sausage, yogurt, nuts, and non dairy milk substitute. Since I’m allergic to dairy products and red meats I appreciated it.

The fan in the A/C unit was set at a high speed and couldn’t be adjusted or turned off. Very uncomfortable.