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Terry C

Breakfast: No microwave, told my room had one. STUPID RESPONSE BY SERVER! 4slice toaster with half the slots broken.

2.0 of 5 bubblesReviewed 22 Dec 2024
I reserved a high suite with view of the bay got a 1st floor suite behind trees blocking the bayview. Motel 6 breakfast better. No microwave, told my room had one. STUPID RESPONSE BY SERVER! 4slice toaster with half the slots broken. Cold pastries and breads with no way to heat. Server bad attitude/said not her job to heat milk for my wife. -10 stars Never again stay here. I am a Marriott Bonvoy member.
Date of stay: December 2024
Room Tip: Eat Breakfast, even if free at the hotel, somewhere else. I recommend the "Island Fish Co." on...
Trip type: Travelled with family
3.0 of 5 bubblesValue
3.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
5.0 of 5 bubblesCleanliness
3.0 of 5 bubblesService
3.0 of 5 bubblesSleep Quality
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Marketing at Fairfield Inn & Suites by Marriott Marathon Florida Keys, responded to this review
Responded 23 Dec 2024
Dear terrycQ4261GE,

I'm so sorry for your poor experience at our hotel. Please be assured I will be discussing your comments with our management team to work on immediate improvements. We take pride in providing the best accommodations and service, so our lapses during your stay are being taken very seriously. Again, on behalf of the staff and management, I apologize.

Sincerely,
Danielle Slough
General Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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All reviews front desk a great stay island fish company sparky's landing amazing hotel grab and go key west corn hole working order oatmeal breakfast sandwich pool area convenient location nice property on site restaurant view of the water we loved our stay
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Reviewed 9 December 2024 via mobile

We stayed at Fairfield Inn & Suites by Marriot on our recent vacation to the Keys. We made the reservation serveral months in advance and spoke with Nicole at thw Front Desk both on the phone and in person during our stay. She is the consummate hostess. She was outgoing and yet very knowledgeable. Cudos to her. The hotel is lovely, extremely pleasant, clean, comfortable, full of activities for guests and yet, with a full parking lot, a very quiet place to stay. We were very impressed.

Date of stay: December 2024
Trip type: Travelled as a couple
1  Thank Swrc13
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Marketing at Fairfield Inn & Suites by Marriott Marathon Florida Keys, responded to this reviewResponded 10 December 2024

Dear Swrc13,

Thank you for your thoughtful review! It's great to know that you found the hotel clean, comfortable, and peaceful. We're also happy to hear that Nicole made a positive impression with her helpfulness. We appreciate your kind feedback and would love to welcome you back again in the future!

Best,
Danielle Slough
General Manager

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC
Reviewed 3 December 2024 via mobile

This was our most expensive hotel whilst touring the route from Cape Canaveral to Key West. We had requested a high room away from lifts when we booked a year ago. We were given ground floor next to lifts and an enabled room. We had booked on a senior rate. The breakfast, although usual for this type of hotel, was not at all edible. Tables not cleaned in a timely manner. We didn’t bother the 2nd day. The receptionist, whilst she could speak a little English didn’t seem to be able to understand us. It was very difficult to get answers to questions like where is the laundry room etc. on that subject washing was $4 and drying $4. Twice the cost of anywhere else. The 2nd morning the Shower did not work. We had to wait for maintenance, who did manage to solve the issue but of course we were delayed on our journey. We found it quite stressful staying here and it is made worse by the fact it was our most expensive stay by about $100 per night.

Date of stay: December 2024
Trip type: Travelled as a couple
Thank Sotongirl49
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Marketing at Fairfield Inn & Suites by Marriott Marathon Florida Keys, responded to this reviewResponded 3 December 2024

Dear Sotongirl49,

We apologize for the disappointment you experienced during your stay. Thank you so much for sharing some insight into the problems you had during your visit so we can give them our full attention and improve the guest experience as we move forward. We want to be your hotel of choice in Marathon and hope that you consider a return trip in the future, as I know we can do better.

Sincerely,
Danielle Slough
General Manager

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC
Reviewed 19 November 2024 via mobile

The Customer Service at the Front Desk Team was Excellent!!!! Explaining and answering my questions on beaches ... Food ... entertainment... map of area & biz cards for Island Taxi so I could enjoy my Birthday Celebration without driving. Also sent a Happy Birthday platter to my room such a Surprise & Very Special!!!! Over and above providing a bike & safety deposit box for me. Breakfasts were always delicious!!!
Desk Team ::: Susie ... Atashia ... MGR Danielle . Look forward to coming back again !!!!!!

Room tip: Just ask Front Desk Team & they will provide what you need.
Date of stay: November 2024
Trip type: Travelled solo
Thank KRAIG D
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Marketing at Fairfield Inn & Suites by Marriott Marathon Florida Keys, responded to this reviewResponded 19 November 2024

Dear KRAIG D,

Here at Fairfield Inn & Suites, we understand and believe that our valued guests deserve an exceptional stay, and we will continue to push daily to find new ways to WOW our guests. I will be sure to share your very nice comments with our team; they work hard to ensure guests have a pleasant stay. I can't thank you enough for your compliments, and we look forward to seeing you again on a return visit.

Best,
Danielle Slough
General Manager

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC
Reviewed 12 November 2024 via mobile

We’ve tried several times using our Suite Rewards Upgrades, and this is one of the hotels that wont assign them in advance ( we will start looking 3 days in advance is the policy) I checked the website and each time those rooms were available but my upgrade was declined.There are 2 different buildings, if you cant get a reservation in the one that has the balconies than I would suggest staying somewhere else.

Date of stay: November 2024
Trip type: Travelled as a couple
Thank thomasa984
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Marketing at Fairfield Inn & Suites by Marriott Marathon Florida Keys, responded to this reviewResponded 13 November 2024

Dear thomasa984,

Thank you for your loyalty to Marriott Hotels and for sharing your review. It is never our intention to leave our most valued guests with a poor impression. We do our best to accommodate special requests such as room upgrades, but only so many are available. I'm sorry we disappointed you, and we will take your comments into consideration. On behalf of the entire staff, we appreciate your business and hope to host you again.

Sincerely,
Danielle Slough
General Manager

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Reviewed 31 October 2024 via mobile

Would've given this a 2 star had it not been for the great guy at the poolside tiki bar that really made the days we stayed great.

I'm gonna be honest though - our stay was not great. Having booked a suite, and in advance explained that we'd need the full three beds preparing, I was left with two beds and a sofa. No great shakes, I thought, until I asked for the third bed to be made up. What I got was a few sheets and two pillows thrown through the door at my son in the room at the time and told to make the bed up ourselves.

Secondly, none of the USB chargers worked. Spoke to manager and was told - I know, some of the sockets are tired. He kindly found us a plug with a double usb charger to connect. Great stuff with 4 guests and 9 devices.

Thirdly - was charged for parking after explaining twice we didn't need it. Amazing that Marriott can charge your CC before you leave the hotel, but now a week later, we're still waiting for the car park costs returned.

Breakfast was complimentary, but to be honest, a waffle maker and some stale muffins at 20 for a dollar from 5 below you can keep. Having said that, the coffee was good.

I'd swerve this place if we come again. I ain't parting with $600 for a two night stay again that was quite frankly, below par, and the front of house staff need retraining.

Room tip: Avoid the front desk if you require any meaningful help.
Date of stay: October 2024
Trip type: Travelled with family
2  Thank richardhaye
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Marketing at Fairfield Inn & Suites by Marriott Marathon Florida Keys, responded to this reviewResponded 31 October 2024

Dear richardhaye,

Thank you for your review. I am very sorry to hear that you had a disappointing experience, and I sincerely apologize for the areas we fell short of meeting your expectations. Your feedback is important to us and helps us improve future guest experiences. I appreciate you taking the time to share your thoughtful reflections.

Sincerely,
Danielle Slough
General Manager

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC
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