Fairfield Inn & Suites Madison East

There were 10 of us that went to a Morgan Wallen concert in Madison. We booked 3 rooms at Fairfield Inn via the internet. I booked the rooms 3 1/2 weeks ahead of time. We received email and text confirmations for the rooms. When we got to the hotel, the desk clerk told us that we didn't have reservations. I showed him the confirmation messages and he still refused to look up our reservations by our last names. He argues with us for over an hour. Very rude and loud and not willing to help. Totally embarrassing. Meanwhile, the people we were traveling with had to sit there and listen to this all. The lobby was full of other patrons, which they heard it all too. He proceeded to tell me that my credit card was denied. I had proof from my credit card that we paid for the rooms when we booked. The desk cIerk told me he needed my credit card to pay for the rooms. The rooms were over $2300 and I wasn't gonna have my card charged again. I called the number that I booked the rooms with and they confirmed that we had room reservations and the payment for the rooms were paid when I booked. They tried to call the front desk to confirm that rooms were reserved and paid for. The desk clerk told them that he was busy and to call back in 30 min. We went to dinner. Came back and asked Rocsoe if he heard from booking company. He told me No! Once again, VERY RUDE! I then told him that they did call and he told them he was busy and to call back in 30 min. He said Yes they did but I haven't heard back. I asked him to please call someone for me to make sure we had the rooms for both nights. He dialed the phone and literally threw the phone at me and left the front desk. I did talk to someone who confirmed our rooms and that they were 100% paid for at booking. Fast forward to 4 days later. I called customer service to file a complaint. Was on phone for over an hour. The only response I get is they are very sorry. I also would like to point out that the hotel is very old. The rooms were very warm and the air conditioning took forever to cool down. There was no long mirror. The rooms smelled of smoke and musty smell. The beds were hard and very uncomfortable. I would NOT recommend staying here. And would think twice before making a room reservation with Marriot. Their customer service is awful!

I would love for management to reach out to me about their employee, Liz. She is disrespectful, unprofessional, very rude and a liar! Instead of de-escalating the problem, she assumed everything and made matters worse. I highly recommend guests to stay someplace else.

Exceptional hotel. Friendly staff, good location, good breakfast. Overall a very positive experience

Excellent customer service

Very nice property in nice area.. Checkin person was excellent and very friendly