Fairfield by Marriott Inn & Suites Washington, DC/New York Avenue
🏨 Hotels & Travel · Washington
total experiences
replied on google
Most reported issues
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Experiences
hotel failed to provide basic amenities and breakfast items
Business reply on Google
Sonam, we are sorry to see that your visit was not what we would have hoped for. Our team truly values every guest experience and takes ratings like yours seriously. We are grateful for the opportunity to improve.
Unexpected daily parking fees charged at the hotel
Business reply on Google
Patrick, thank you for taking the time to share your experience. We are sorry the parking situation and our location did not add value for your stay. Your feedback has been shared with our Guest Relations team. We appreciate the chance to learn from your visit.
The hotel room was infested with bed bugs.
Unauthorized account enrollment and broken elevator buttons reported.
Business reply on Google
H, thank you for bringing these concerns to our attention. We’re sorry your experience wasn’t as expected, and your comments about the Marriott Bonvoy enrollment and the elevator have been shared with our team for review. We truly appreciate your feedback and will use it to improve our service moving forward.
unauthorized credit card charge for food not purchased
Business reply on Google
Andrii, thank you for taking the time to share your experience. The team takes all concerns seriously and encourages you to reach out directly so any confusion regarding charges can be addressed.
hotel room infested with roaches and bed bugs
Business reply on Google
Jonathan, the hotel team appreciates you sharing your experience. The team takes guest feedback seriously and remains committed to maintaining high standards. Your comments will be reviewed with the appropriate departments.
unauthorized partial refund of security deposit and poor facility conditions
Business reply on Google
cory, thank you for taking the time to share your thoughts. The team strives to maintain clear information about policies, and your feedback regarding your arrival, accommodations, and deposit is appreciated. The team also appreciates your comments about breakfast and will share your suggestions for improvement. Your experience is valued and your comments will be reviewed internally.
Staff members were rude and unresponsive to customer needs.
Business reply on Google
Naeem, thank you for sharing your thoughts. The feedback about your encounter with the team is valued and will be reviewed internally to help ensure a welcoming environment for all guests.
Room noise, faulty television streaming, and limited breakfast options.
Business reply on Google
Dear MCK, Thank you for taking the time to share your experience with us. We truly appreciate your honest feedback, as it helps us identify where we’re meeting expectations and where we need to improve. We’re glad to hear that you found the bed comfortable—that’s something we know makes a big difference in getting good rest. That said, we’re sorry to learn about the noise issues with the room doors and the interruptions with the TV streaming services. We understand how frustrating it can be when technology doesn't work as expected, and we’re looking into both the hardware and connectivity concerns to improve reliability for future guests. We also appreciate your comments on breakfast and will be sharing your suggestions with our food and beverage team as we evaluate ways to enhance variety and freshness. Thank you again for your feedback, and we hope to have the opportunity to better serve you in the future.
The hotel room bathroom was dirty and had a foul odor.
Business reply on Google
Ayona, thank you for taking the time to share your feedback. The details provided about your recent visit are important, and your comments have been noted by the team. While this was not the impression intended for your stay, your perspective is appreciated.
Hotel had broken amenities, poor cleanliness, noise, and no internet access.
Business reply on Google
Hi Alka, thank you for sharing your feedback. We sincerely apologize for the challenges you encountered during your stay. While the internet issue was due to a Verizon service disruption beyond our control, we understand how important connectivity is and regret any inconvenience this caused. Cleanliness is something we take very seriously at Fairfield Inn & Suites by Marriott Washington, DC/New York Avenue. Please accept our sincere apologies for any shortcomings in this area. Your insights are invaluable, and we are continually working to improve the guest experience. We truly appreciate your time in providing feedback and hope to have the opportunity to welcome you back for a much-improved stay.
Fairfield Inn towed customer vehicle and refused to provide reimbursement.
Business reply on Google
Elizabeth, the team is truly sorry to hear about what happened with your vehicle. Please know that we would never tow any car away, and we deeply regret any confusion or distress this situation caused. The team is committed to ensuring all guests have a seamless experience, and it’s unfortunate that this was not the case during your stay next door. They will continue to improve communication to prevent such misunderstandings in the future.
hotel refused date change and refund for booking error
Business reply on Google
Greetings Dana, Thank you for sharing your experience. We understand how frustrating this situation must have been and apologize for any inconvenience caused. Unfortunately, when bookings are made through third-party platforms, we are unable to make changes to the reservation directly, as those adjustments must go through the third party. We regret that this misunderstanding impacted your stay, and we’ll work to improve communication to help guests navigate similar situations in the future. Your feedback is valuable, and we hope to provide a better experience should you choose to stay with us again.
Hotel suffered from poor sanitation, pest issues, and safety concerns.
Business reply on Google
Jen, it’s unfortunate to hear that your experience did not meet your expectations. The experience you’ve described is certainly not what we strive to provide. The hotel team works hard to maintain cleanliness and security for all guests. Your feedback is important and will be shared with the relevant teams for further review.
The hotel room linens were unsanitary and the location felt unsafe.
Business reply on Google
Thank you for bringing this matter to our attention. We are deeply sorry to hear about the conditions you encountered during your recent stay. Your experience does not meet the high standards of cleanliness and hospitality that we strive to uphold. Please be assured that we are working with our team to address these issues and ensure that such situations do not occur in the future. We take housekeeping very seriously, and this matter will be thoroughly investigated and rectified. We value your feedback and hope to have the opportunity to restore your confidence in our brand. Thank you for your patience and understanding.
Insecure parking, faulty security doors, and inability to obtain a refund.
Business reply on Google
Ken, Thank you for sharing your experience. It is regrettable that you encountered several issues that affected your stay. Regarding the parking and door concerns, security measures are taken seriously, and the matters you mentioned will be reviewed to ensure guest comfort. As for room sizes, variations can sometimes occur, but the team aims to provide accurate representations. We understand that booking through third parties can sometimes complicate the refund process, and it is unfortunate that this situation caused you such inconvenience. Your feedback is valuable for improving service in the future. Wishing you better experiences in your future travels.
Front desk staff provided rude service and refused to confirm cancellation
Business reply on Google
April, it's certainly disheartening to learn about your experience. While we strive to ensure all our guests feel welcomed and valued, it appears your encounter with the interaction at the front desk did not reflect these standards. We apologize that you faced difficulties concerning your reservation. Any form of discourtesy is uncharacteristic of our team and we assure you that this will receive utmost attention. Besides, professionalism forms the crux of our service and we regret you felt the absence of it. We'd like to confirm your complaint will be reviewed and addressed appropriately beyond the front desk. Your feedback serves as an important tool in improving our service and we truly appreciate your inputs. We hope to have an opportunity in the future to regain your confidence and demonstrate our commitment to exceptional service.
Staff member engaged in discriminatory verbal abuse and unauthorized filming of minors.
Lack of gym amenities, poor cleanliness, and difficult property access.
Business reply on Google
Hi Matt; Thank you for being a loyal fan of Marriott brand and choosing to stay at our location during your visit to DC. We welcome the opportunity to address your concerns as all feedback is appreciated to better our services. We wanted you to know we've addressed adding water in to the fitness room and evaluating vendors to make this happen soon, we restock the towels when we clean the room and equipment, this is done daily. We have checked that soap dispenser in the men's room and found it operational, we are sorry you had some difficulty with this. We are located adjacent to the beautiful National Arboretum, we encourage our guests to tour the grounds, especially at the peak of fall foliage in the coming weeks, it so vibrant and full of color. Unfortunately, we can't change the surrounding area, but we do take great care and pride in the cleanliness and inviting atmosphere at the hotel ensuring our valued guests, such as yourself, has a wonderful experience. We do hope you reconsider a future stay so we can show you our highest level of service and comfort. Thank you, Fairfield by Marriott Washington DC New York Ave.
Front desk staff were unhelpful and rude regarding shuttle arrangements.