Fairfield Inn & Suites Aiken

Several months ago I booked a stay for the beginning of April. It was for the week before the Masters. I originally booked Friday - Wednesday (the Masters starts Thursday). I wasn’t able to get the flight I wanted so I wanted to change my stay to Sunday through Wednesday. I called the hotel and they told me that I had to go through central reservations. Central reservations me that the hotel could make the change. When I finally got in touch with management despite giving them over 2 months notice they refused to make the modifications. They told me the computer wouldn’t let them do it. I am a Marriott Silver Elite member and never had such terrible customer service. I would never use this hotel.

The people at this hotel were great. Problem is that the hotel is only 1/2 renovated. Lobby, breakfast area and pool are totally out of service. The room I was in, the bathroom was updated but the heat/ac was confusing. The new wall thermostat was installed but not connected. Had to use old noisy window unit. Only had 1 desk chair to sit, so my wife had only the bed to sit on. The stars and location were great. Should be much better overall after April when renovation is complete

Do not stay here unless you absolutely need to, like we did. The place is under major renovations. That’s not the problem. The problem is the way this place is managed. The nightstand wasn’t clean. I wiped it down myself. Need body wash? No. You get 2 bottles of shampoo. Need a wake up at 9:30? Housekeeping is talking so loud it will wake you up. They will also open you door to clean the room at 9:45 even though you haven’t checked out. Need a razor. No. They don’t have any. Need ice? Only one floor has it. Need to use the fitness center or pool? Nope. It’s used for storage. I gave this two stars for the bed being comfortable and the kind man who checked us in.

This is an older Fairfield, but everything was just fine during my stay. Note, the pool is closed - and it sounds like it is going to be closed for awhile. Customer service was great, no issues. Housekeeping only tends to the rooms every other day. The beds were comfortable, the area was quiet. Wifi speeds were great as well. The breakfast did not include heated oatmeal, just the instant variety- that was the only thing notably different from other fairfield breakfasts.

To be honest, I never had a chance to stay here, I live in Florida and due to the hurricane, I had to cancel. However, I was more disappointed by, in my opinion, with the management at this hotel. I noticed after the storm had passed, I was still charged for my stay, even after getting a successful cancellation via Marriott rewards stating I would not be charged. When I called to discuss with the manager, I was told they would call me back.... to date, they never did. Last time I spoke to a front desk clerk named Chrstopher who assured me they would call. It seems that since Covid, all hospitality businesses have simply not cared, which is evident with the management at this property.

The room was clean, comfortable and a roomy space for a King studio. The breakfast was good but they ran out of some things before the ending time. We wish the back parking was better lit but there were no issues. There is an O’Charleys that stays open till 11 that is a short walk from the hotel if you are arriving late. Good location!

Terrible customer service at check-in; zero appreciation for the Marriott business traveler. I was checked out of the hotel before the end of my stay. For the last night, I was charged the market rate (vs AAA or other), and then I was told I couldn’t have the discounted rate for the remainder of my stay. After issuing a complaint through the Marriott Gold line, the hotel corrected the rate the next day. BE SURE TO CHECK YOUR BILL for the charged per diem rate (vs. what was promised on the reservation) before you leave the hotel, or it’ll never get corrected. Lastly: CHECK FOR MISSING STAY if you’re accruing points for stay. The hotel did not credit the points for my stay even though I booked through the Marriott Bonvoy app...first time that has happened.

Take a look at the declining reviews, and you will understand why there were only 10 cars in the parking lot when we arrived at 8pm. We won't be back. The initial room booked by the employer was for 2 double beds instead of a King. Asked that they switch to the King, and I'd be happy to pay for any price difference (there was no price difference). Answer: since the employer booked it through a 3rd party, they wouldn't make the switch, regardless of my offer to pay more. Shared with the check in staff that my friend is new to town (first night), will spend a lot of nights in Aiken, and has discretion regarding where to stay. Didn't make a lot of sense to piss her off the first night in town. Said it nicely, just trying to solve the problem, get a place to sleep, and create a win-win. Called the employer who booked the room, they made arrangements for a King, and we went back to the front desk. Talked with Heather, who stated she spoke with her General Manager (Susan). Heather stated that I made her feel uncomfortable, and that we would not be welcome to stay at the hotel. Got our bags and went to the Holiday Inn Express, which was delightful. My friend has Hyatt Globalist status, meaning that she has stayed over 60 nights in 5 months at a Hyatt. Hyatt doesn't have properties in Aiken, hence the need to try Marriott. She will probably have at least 50 nights in Aiken between now and the end of the year. But they will never be at a Marriott property based on this experience. And ... the employer is still battling to get a full refund for the 4 night reservation that we were told that we could not use. Buyer beware.