Fairfield Inn & Suites Martinsburg

Loved it

I've tried four times to book this hotel, whether it had been booked through trip.com *********** the main hotel website. Or *********, doesn't matter how it was booked I received confirmation that the hotel validation was received with four plus hours before we would arrive to check in. Thought everything was good to go right? Nope. Never received anything else about the stay, until we are standing in the lobby at the front desk do we find out that the hotel cannot accommodate our reservation due to over booking, and there isn't anything they can do, other than say they are sorry. That would be fine if I lived in the area. But I had drove over an hour to be told they are sorry. Completely unacceptable, and there's no communication set up, had I received notice before getting to the hotel this review would be a positive one, and had it not happened more than once. And IF I DIDN'T ALREADY PAY FOR THE STAY. So we're pretty annoyed with how we've been delt with so we will not be giving this hotel any more chances.

Free breakfast but has few choices. The area is near restaurants and parks and recreations. Easy access to Route 81 towards north and south. Hotel room we had is clean and complete with necessary amenities. The bed and pillows are soft and freshly cleaned. Towels and toiletries are enough for two guests. Pleasant staff and courteous. Some staff smokes cigarettes in front of the hotel and guests can smell the second hand smoke going in and out of the main entrance.

Unfortunately, this stay was disappointing. My first room was not clean. The bed was not made, trash in the bathroom and dirty towel on the sink. I returned to the front desk. I was “upgraded” to a King Room (Room#2) but it was a handicap room and I am not disabled, so that was inappropriate and unacceptable on various levels. My 3rd room the T.V. didn’t work and the dresser drawer would not stay shut (safety hazard). My 4th room across from the elevators (didn’t want to be near elevators), was my final room and at least it was clean. I stayed at this hotel for my second business trip in the area for two reasons 1) A Marriott brand and that should come with a level of excellence 2) Outdoor pool. Pool was supposed to open at 8am, but I had to wait until about 9am due to maintenance. Breakfast was free and decent and front desk staff did try to help. However, this is not what you expect from a Marriott brand. I should have received a full refund.

While visiting family in the area we stayed here over night on a Saturday evening. We got there really late, around 9:30PM to check in and that went well and was smooth. The property is actually big compared to many of the Fairfield Inns I’ve stayed in recently. The room we got was a suite and it was decent. Relatively clean and had two TV’s. The bathroom was decent, but the water was too soft, so soap was difficult to remove. The bed was comfy and looked clean. Stayed in 5 different Marriott properties over the past week and this was is ranked about a 3 out of those 5. It’s very easy to get to, being right off the highway, but without the highway noise. There’s a free breakfast there, but there are also restaurants within a mile, like Bob Evans and other diners. I’d stay here again.

Very clean and friendly staff. I was super impressed with the hotel and the staff. Room was spotless! The entire hotel was well maintained and welcoming. The staff was excellent! Thank you for your great service! Our stay in West Virginia was so enjoyable!

Staff seemed annoyed when you check in or ask for anything. I had one desk clerk that was helpful but it felt like she was just trying to get rid of me so she could get back to her TV show. Staff sits around in the lobby area complaining about their days rather than gathering in the back. Construction is still going on (saw a post in February mentioning this) but nobody informed me of the construction at check-in. Although normal hours would be 9-5, the workers were going until past 8pm and started before 8am the next day. They only stopped at night because I talked with the manager. When I asked to move, the desk clerk was annoyed that I was bothering her at her job. I can’t check out of here soon enough but it seems like everyone who works here already has.

We arrived at this hotel after a about 9-10 hour drive. We waited for one person to be checked in prior to us, We the front desk clerk check us in the we immediately felt a strange attitude. It was very cold and almost unprofessional. we have traveled extensively over the years and never have we been treated so coldly by someone. She barely made eye contact. She spoke in a rote manner, seemly as quickly as possible to finish the transaction. This hotel is small. There is one person at the front desk and hardly anyone around. We saw no one else in the lobby that night. We unloaded our car, went out to dinner and back, and never once did the clerk visibly look up or acknowledge us. In the morning the front desk clerk was not much better. A few people were around however no acknowledgments. You are literally 10 feet from the desk when you walk by. I have know idea where customer service has gone with front desk at this property. I do have to say the breakfast staff and housekeeping we friendly and professional. The location was great, right off 81. There are many food options, and there was a clean small pool to cool off in, plus a small gym. The room was a suite and it was very nice. The layout was great, well appointed and super clean.

I had had a long day traveling, including damage to my antique Jag XK by another reckless driver. I had been told "no" all day. When I got to the Martinsburg, WV, Fairfield, "Amanda" was nothing less than an Intervening Angel to me, a stranger. She helped work out a problem situation with my reservation, and then gave me a complimentary upgrade. All the while a smile never left her lips. She deserves a raise and a promotion, but she has earned my gratitude for sure. Marriott engaged the right employee here.