Fairfield Inn & Suites Mount Vernon Rend Lake

We made an online reservation for a handicap accessible room months prior to our stay. Upon arrival when I asked the clerk to confirm that we were getting a handicap accessible room, he said there was a problem. He said yes we did reserve a handicap accessible room, but that the hotel had sold out for that night, and they did not have an accessible room for us. He did not know how or why the mixup happened. He put us in a regular room. A week later, I filed a complaint on the Marriott web site. A Marriott manager responded to the complaint saying that my preferences on my profile did not state accessible room. I then responded to his email stating that I had indeed reserved an accessible room and that the clerk on duty acknowledged that I had reserved an accessible room. My email to him stated such and asked him to contact the clerk on duty that night to confirm. He said he would do so. A week later with no follow up from him, I again emailed asking him to confirm the facts with the clerk on duty that night. I heard nothing back from him. So apparently, he has no interest in performing basic and simple customer service. I am surprised at Marriott because I thought they had a better reputation than that. My wife had a very difficult time in the standard room because the toilet in a standard room is so low that it is extremely difficult for her to get off the toilet. If you need an accessible room, or if want good customer service, beware.

First time at this hotel. Warm reception. Room clean, bed comfortable, and all other accommodations found in working order. We are Marriott Bonvoy members, have stayed at many locations and were not dissatisfied with this stay in any way. Located conveniently short rocks toss from I-57 and many other convenient stores to get your day going.

We chose this hotel for the pool/hot tub. The pool was open but it was one of the smallest hotel pools we have ever seen. The hot tub was closed. Breakfast wasn’t great. The room wasn’t terrible but for the price we paid we expected better. Bed was comfortable.

The staff was pleasant. Check-in was fast and easy. But, Keys didn't work to let me in the 1st time, Staff came up with new key, worked fine. Remote control doesn't work, I take it downstairs to desk, "Oh we are having problems with TV company. Try this remote" New one doesn't work either. So for $139 + a night, Keys bad?? Remote control/TV don't work well at all. Not good

Spend your money elsewhere! This hotel advertises a pool/hot tub and a gym. The pool/hot tub were closed and the gym had only a bike that was working. There was some kind of chemical in bags piled up in the entryway. The room keys did not work. The elevator was very loud. The bedspread had stains. The front desk clerk told us the hotel was in the process of changing ownership. Do you really want to stay here?

Good rates. Nice people. Really clean. Room was comfortable. Swimming pool was not in service . Water was green. But I didn't intend to swim. Breakfast was good. The elevator needed to be worked on. It seemed to shake the whole building when stopping at selected floor. I will stay there again .

Had a nice stay, staff and room very nice, went to use pool and spa and was disappointed at the condition of both and spa was warm, not hot… visual condition was not inviting. Breakfast was good and easily avail for take with.

My husband & our children have stayed here multiple times because our daughters have gymnastics competitions near by & this is our go to play to stay because of the wonderful staff & clean environment but this last stay was disappointing. To start gentleman at the desk when we checked in was extremely rude, but everyone has bad days so we ignored it but then the air didn’t work in the room & we were told that they were completely booked so we couldn’t switch rooms & there wasn’t anyone there able to even come look at & I was told that since it’s November we will be fine without a working air conditioner ( we were not) it was extremely humid & stuffy & by the middle of the night we were all miserable including my 4mo old baby, we checked out extremely early just to get out of that room. I called & spoke with a woman who claimed to be a manager & was told that we would have a room comped to us to use another time she was supposed to send an email to me stating that but I never received any email & after calling back a few times I gave up after I was given the run around. I really think this was just an isolated incident since like I stated earlier we have always had such a great experience here, I hope by leaving this review the management team will maybe hire a handyman or have a repair man on call at least to prevent this situation from happening to anyone else because it was miserable (even in November) 😬🥵

I booked this hotel because it was the only one with a pool, hot tub and breakfast. Upon arriving, there was a sign at the desk that the pool was closed, it DID NOT say anything about the pool being closed on the website. Then when we went to our room, our keys would not work, I tried both keys multiple times, the door was flashing red and yellow, finally after several attempts and jiggling the key in the lock, we got in. When we went to dinner, I stopped at the desk and said something about our keys not working right, the guy behind the the desk said “this happens all the time, even to our regulars, I may have to come up and let you in.” He re-keyed the keys, but that did not help. Lastly, our shower would not drain, luckily there was only 2 of us and we only stayed one night.