Hotel Fairfield by Marriott di Oklahoma City

Stayed for business 3/12/24- 3/15/24. First impressions were good. Hotel is centrally located near the convention center, paycom center and walking distance to brick town and other sites in downtown OKC. There are downsides. The biggest being it is on a loud street and the busy BNSF railroad. The hotel doesn’t seem to be designed to alleviate noise pollution. Between the traffic, trains, thin walls, and thin floors it is a very noisy hotel. The beds were not to my liking either. Also, There was a lovely view of a homeless encampment from my room which really complimented my stay at this hotel. The front desk staff were not the most pleasant front desk I’ve encountered in my travels, but they were not all bad. I didn’t take names so I can’t specify what staff were pleasant. Unfortunately, your team is only as strong as the weakest link, and there are a couple weak links that I encountered on this trip. My biggest gripe is feeling like an inconvenience to the front desk staff when asking them to make simple corrections to my invoice, and snapping at my coworker when he asked to do the same on his. This took place upon our checkout on 3/15/25 at approx 3:15am. I’m so sorry to inconvenience the resting night audit by having him make a couple simple modifications to the invoices. Side note: There should be a dress code of some sort for the front desk staff. The pajama/sleepy/un showered look is not appealing, nor expected from a corporate brand such as Marriott. Bleh. Next gripe, I tried calling the hotel directly on 3/17/24 to see if I could have my bonvoy number added as the front desk staff didn’t add it when requested at check in and most likely wouldn’t be bothered to do so if I had noticed at the time of checkout on 3/15/24 (that assumption being based on the attitude from the crabby snappy sleepy front desk agent we had the unfortunate luck of encountering during our check out on 3/15/25.) Lindsey answered my call and the call lasted about 20 seconds total. Not a single attempt or care from Lindsey to try to resolve my issue. It seems as though Lindsey and the front desk staff are only trained to say no to customers and deflect the issues back to the customers. I then asked for a corporate number to which the response from Lindsey was “there’s probably an 800 number, but I don’t know it.” I’m disheartened by the customer service I’ve received from Marriott during this trip. I’m not accustomed to this type of service from Marriott, and this will act as an unfortunate reminder that I will need to explore other options for my future business and personal travel needs.

I had booked a room at this hotel a couple of weeks ago for one night. I am very loyal to the Marriott brand and a Silver Elite Bonvoy member. When I arrived, the lobby was not up to the usual Marriott standard. It is an older property and obviously needs some TLC. I checked in and was told my room would not be ready for a few hours. I asked the courteous clerk at the desk if I could possibly seek out another area hotel with a room which was room ready because I had to attend an event and I needed the room to get prepared for the event. He was very cordial and agreed. I secured a room at another nearby property and came back and informed the desk clerk of this. He graciously cancelled the room for me and I was thankful for that. Unfortunately a few days later I noticed I was charged for the room. When I called the manager (Noah) to ask have the charge removed, he was very condescending and argumentative. I explained that the desk clerk had removed my reservation and told me I wouldn't be charged for the room. After explaining the cancellation policy to me (which I already understood) and actually hanging up on me, he refused to refund the room charge. I have never been treated in this manner by any person in the hospitality industry. I would not recommend this hotel to any traveler both for the shabby condition of the hotel and the rudeness exhibited by this manager. I would like to think a level of politeness should always be afforded any loyal Marriott customer.