Fairfield Inn & Suites by Marriott Keene Downtown

Clean! Friendly! Attentive!

First, the service provided by Staci, front desk representative, and Keven, engineer, was always professional, courteous, and genuine. I gave a very low rating because of the condition of my room, numerous issues with the housekeepers, general manager, and the breakfast attendant.

This property falls far below Marriott standards, and I second many of the reviews regarding cleanliness and overall condition of the property. The towels were dingy, hard, and raggedy and despite bringing this to the attention of the GM, I continued to receive them for my daily refresh. This place is more like a low budget motel masquerading as a venerated Marriott hotel known for high standards. The breakfast attendant is unprofessional and rude. Her tip jar only has $1 and that’s because she left it. My biggest tip is for her, is for her to learn basic customer service skills!

The GM ignored my concerns and only responded after almost a week, and me sending another email describing the rude and unprofessional behavior of the breakfast attendant. It’s no surprise to me that some of her staff lack basic customer service skills because it was evident in her lack of urgency and response to my concerns. The “light refresh” might be why the rooms are in need of a deep clean! Requesting housekeeping was always met with resistance and that’s completely unacceptable given people are paying and expecting such a basic service. Housekeeping staff are passive aggressive, and, in need of training on how to properly clean rooms.

I’ve stayed at Marriott properties in the US and abroad, and this ranks as one of the worst. I would not recommend this property unless major renovations were completed and staff, and management, are fully trained on how to deliver customer service that is the standard, and expectation, of a Marriott property.

Also, the parking situation is concerning and as a woman, traveling alone, I have felt uncomfortable due to people hanging out in the stairwell of the parking garage. My workday started before sunrise and there were at least three times I encountered someone hanging out in the stairwell. Be safe.

Huge suite, very clean. Friendly, helpful staff. Our friend was staying with us but arriving at a different time and the front desk attendant made sure to make his late arrival easy and provided extra blankets. Compared to another local hotel, it seems like they run a tight ship. It was also relatively quiet despite the downtown busy location.

Just came home from a 2 night stay. We booked here last minute, as it was only of only a few options that could accommodate a family of 5 in one room. The woman at check in was very friendly and helpful. Location is great and my kids loved the hot chocolate available in the lobby. However, we were given a “suite” in the basement which I found to be musty and smelly. Furniture including chairs, couches and headboard were very worn with stains. I will say that the bed was quite comfortable. We did ask if it was possible to be moved, and we were told there was no room. We explained about the smell (bathroom smelled particularly bad) and the woman at the front desk apologized, said she set up for someone to come clean our bathroom first thing in the morning . She even called our room to confirm that someone would come to clean in the morning.
No one came to clean the bathroom, as it was just how we left it when we returned from a day out of room.

We did enjoy the breakfast, but that experience felt a bit soured when we were told at 9:55 that breakfast was closed and at 10 on the dot we were rudely asked to leave the dining room so she can clean. This is not the experience we regularly have at Hampton inn and other similar hotels.

If I knew we would be given a room in a basement then I definitely would not have stayed here- I would have preferred to pay for 2 rooms elsewhere. I think you should let patrons know if they will be housed in a basement.

Thank you

It’s close to Keene State College. It’s clean, staff are wonderful and breakfast is great!

it was great.

I really needed a nice hotel stay for an evening possibly a few more nights. I thought the property was very pretty, a nice downtown area, and the hotel itself was nice!

The location is great, and the front desk staff were very friendly and welcoming.

Ligt centraal in Keene. Ruime kamer en zeer goed ontbijt. Parkeren kan gratis aan achterkant van het hotel in een parkeergarage.

Location,

Room was clean, but disappointed we had no hot water and had to take cold showers in the evening.

Terrible experience. No hot water, noisy room from traffic noise.

Great location, fine access to parking. The small gym was clean and well outfitted.

Location