Fairfield Inn & Suites by Marriott Waco North at 4257 North Interstate 35 Frontage Road, Waco

Reviews

• d p

  Jan 08, 2018
  ★ ☆ ☆ ☆ ☆
  John Willard and Bill Marriott would be embarrassed if they knew how bad this property is. Yes, the property has been updated and the updates (mostly) make it appear competitive with other chains. The grounds are not maintained -- thick weeds everywhere. There are small details out-of-place, but for me the attitude of the front desk agent ruined the stay before I was fully checked-in. There is an overly fresh smell in the hall and that always makes me think, "What are they covering up?" My room, big pet peeve, the AC was set at 60 and the room was cold. It was 68 outside and I had to turn on the heat. Housekeeping needs to set the AC/heat to a temperature anticipating a guest's arrival, not set for the maid while they are in the room. In my room, the tub has a large gouge and crack in it. That probably can't get cleaned fully and could fairly easily be refinished -- small detail. The room was clean, but there were smudges/dirt/etc on the walls and visible on furniture. Upon arrival I observed that the parking lot is very dark, about half of the outside lights are out so there is not enough lit parking for the vehicles. That concerns me. There was a family at the (indoor) pool as I checked in and they looked out of place. After checking in, I went back down to my car and watched this same family walk out through the lobby, draped in towels to their car and they left -- they use this indoor pool as their spa. Let me add that I have been a very loyal Marriott customer for over 20 years, most of that time as a road warrior spending more nights in hotels than at home. I know what to expect. I've gotten accustomed to Marriott hiring a certain type of employee -- polished, professional, friendly, welcoming, eagerly anticipating a guest's needs and striving to exceed them. I don't know how Marriott finds, trains and motivates people to this level but they do, and they do it consistently. Starbucks employees are similar, but frequently are a little too familiar, friendly, and relaxed to the point they don't seem to care -- not Marriott people. I have used this example in employee coaching. Finally, the detail that ruined my stay -- The front desk agent was as far from this standard as I have met in a Marriott property. Yes, he checked me in and sent me on my way, he didn't rush but he wasn't slow either. It was his obvious indiference in me as a guest. Marriott front desk agents usually either pull up my history or have it on the screen as they check me in. They ALWAYS thank me for being so loyal, not tonight. In contrast, when I stopped at a local fried chicken take-away they were friendlier and more grateful for my patronage -- that's when I truly realized something was missing at my check-in.

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