Fairfield Inn & Suites Smithfield Selma/I-95

I left a $200 orthopedic pillow on my bed at checkout on Tuesday- called within an hours of checking out and was told sorry I’m I’m out of luck. Pillow did not look like anything like a hotel pillow and had also a different colored pillowcase. Was treated very rudely the day I checked out and even hung up on never had the decency to call me back. Call the second day and was also hung up on-I can’t even make this stuff up. Had to call back a third time and was told sorry it’s gone.. I said, can you check with housekeeping? Person at front desk was extremely dismissive. Filed a complaint with Marriott and was told the manager of the hotel would call me and fix this. I still haven’t heard from the hotel manager, which tells you how poorly this place is run!!!!! No one has checked with housekeeping-and was basically told if it’s not in Lost and Found I’m screwed. The most unprofessional place I’ve ever stayed at in my life-not to mention it was filthy. Mary

Seriously disappointed for a Marriot. Cons- Upon arriving at 0140 in the morning after driving 11 hours with a family of 6, we checked in a double suite. The front desk clerk was less than enthusiastic to help us. We had to wrestle for 1 blanket, all she had she stated. We went to the room on the third floor, there was an odor in the room that was overpowering. Not foul, just odd. We went to make the couch bed, the springs were apparent and uncomfortable. There were old linens still left on it. The closet had a clear bag with new linens, but the mattress cover was stained with blood, very large area, and I don’t know if it was washed as it was crammed inside and not folded. I called the welcoming front desk and she said we had to come down and grab a new one. Then go to take a shower at 0200 and there was a completely empty shampoo bottle and only 3 towels for a 6 person suite. Called back my friend and had to run back down for the items. Pros- right off highway, double beds were comfortable, breakfast was good with a selection of items and the woman restocking was friendly and helpful. Approached front desk and spoke with the manager when checking out. She was very helpful and apologized for the issues.

I’ve been a loyal Marriott guest for 27 years — and I have never experienced anything as unacceptable as what happened during my stay. I booked a room through the Marriott app, checked in, and clearly indicated my 4:00 AM arrival time. Upon arrival, I was told my reservation had been canceled without notice — no call, no email, nothing. And yes, I was still charged for that canceled reservation. Worse? I was then forced to book and pay for a second room just to be allowed to stay the night — even though it was the same night I had already booked. Essentially, Marriott double-charged me for one stay. When I tried to explain the situation, there was no flexibility, no ownership of the mistake, and no willingness to resolve it in the moment. This wasn’t just a system glitch — this was a total breakdown of customer service and common sense. I was left exhausted and frustrated, in the middle of the night, being told to pay again for a room I had already reserved. Marriott: If your policy is to cancel reservations at 2 AM despite a stated 4 AM arrival time — and not even attempt to contact the guest first — that is not only illogical, it’s downright disrespectful. I expected better from a brand I’ve trusted for nearly three decades. I’ve submitted a formal refund request. We’ll see if anyone on your team is actually paying attention. Until then, I’ll be reevaluating where I spend my loyalty — and my money.