I have been a Marriott member for years, but due to the last two stays I have had at Marriott properties I am beginning to reconsider my preferences.
My wife and I were in Memphis for a conference. I had done my research on tripadvisor to see which hotels were the best for our needs, and was pleasantly surprised to discover that this Fairfield was rated 5 out of ALL Memphis hotels at the time. Being a Marriott member I jumped on a low rate offer and booked a King for two nights.
Upon arrival, my wife pointed out that I had been chosen guest for the day. This was a wonderful surprise. We were upgraded to a nicer suite and received a goodie bag. The gentleman at the front desk was friendly and professional. (I hope he did well on his ACT, Anchor Down!) The lobby area was clean and was decorated nicely. We took the elevator to our room and having driven through aggravating traffic from Arkansas on the 40 through Forrest City, we quickly nestled down. It was immediately evident that our mattress was in poor shape. I had not slept on a mattress this bad in a long time. We rolled into each other and I had to sleep somewhat sideways just to keep myself a bit straight. My wife woke up repeatedly throughout the night.
In the morning I went downstairs to explain our predicament to the new gentleman at the front desk while my wife got ready for breakfast. After expressing our concerns, he hesitated for a moment, asked our room number and noticed that we were staying one more night. He said that he would have a comparable room ready later in the day. As we would be out for most of the day I told him that was fine. He stated that he would put a hold on a room.
Breakfast was wonderful. The attendant on duty kept all food fully supplied. At one point I noticed that the bacon was nearing empty, but she was already preparing more. There was plenty of food and options. The coffee was great.
My wife and I returned in the afternoon and moved our items into the new room. We were taking care of personal needs before leaving for the Wolfchase (next door) and beyond when my wife exclaimed that the toilet was not flushing. Being a former custodian, I removed the top off the tank and noticed that the chain was broken. I attempted to fix it myself, though I thought it was ridiculous that I was doing this and that it had not been taken care of before our arrival. I was unable to reconnect the chain so I called front desk. The young man at the front quickly came upstairs and after some time was able to fix it. After he left, I finished getting ready, but when I went to flush the toilet, the chain broke again. I called the front desk and he said he would get a new piece and replace it, which he got to right away. When we got back later that evening, the toilet was fixed. Though I appreciated his immediate attention, never once did the young man apologize for the inconvenience.
The next morning my wife and I left after breakfast, which was great like the day before. I will say that the eating area is quite small.
To be honest, this Marriott is not worth the price. I am still surprised that they would allow a mattress in that state of condition to remain on a bed. The staff, though friendly and attentive to our needs, were not as apologetic for the state of their rooms as I would have expected. I will not stay at this Marriott again and will definitely reconsider any future stays at any and all Fairfield Inns.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your review of my hotel. I'm happy to hear that you enjoyed our wonderful complimentary breakfast. Please accept my apologies that the rest of your stay was less than perfect. I appreciate you alerting us to the mattress, and would like you to know that we have already replaced it. I am also truly sorry that my staff did not apologize to you for the inconveniences you experienced while you were our guest. Our goal is for every guest to enjoy a clean and comfortable stay with us, and unfortunately we did not achieve that with you. Please allow us another opportunity to make up for these shortcomings the next time you find yourself in Memphis.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.