Fairfield by Marriott Inn & Suites Wilmington New Castle

Great place friendly staff.

I have stayed in many hotels over the years, but this was, without question, the most distressing experience I have ever had. As a Platinum Elite Marriott Bonvoy member, I have remained loyal to Marriott because I believed that loyalty would be met with a certain standard of hospitality and care. Instead, I left feeling dismissed, humiliated, and emotionally shaken. From the moment I arrived, I felt like I was an inconvenience rather than a valued guest. I requested a late checkout, a benefit I have often relied upon as a Platinum Elite member, but it was denied without any sense of courtesy or empathy. Although I was checked in and given keys to return once my room was ready, the interaction with the front desk was cold, unwelcoming, and lacking the basic hospitality I expected. After a long week of work, exhausted and looking forward to finally resting, I picked up food, returned to my room, took a shower, and fell asleep. Sometime during the night, I woke briefly to use the restroom and adjust the thermostat. As I reached toward it, I saw something dart out from inside before disappearing. I drank water from my tumbler, assuming everything was fine, and tried to go back to sleep. Throughout the night, I repeatedly felt something crawling on my body. Half asleep, I instinctively brushed at whatever it was, assuming it was a random insect. I was too exhausted to fully wake up and investigate. The next morning, I awoke to a nightmare. Ants were everywhere. They were crawling throughout the room, on my belongings, and had invaded my food and my tumbler. The realization that I had spent the entire night sleeping in an ant-infested room was overwhelming. Even more disturbing was the thought that I may have unknowingly consumed ants after drinking from my tumbler during the night. Whether or not that ultimately occurred, the uncertainty alone was deeply upsetting and stayed with me long after I left the room. I immediately documented the infestation with photographs and brought them to the front desk. While my room was eventually changed, what hurt almost as much as the infestation itself was the complete lack of compassion. There was no genuine apology, no urgency, and no recognition of how traumatic the experience had been. Instead of feeling like Marriott wanted to make things right, I felt as though my concerns were simply another problem to be dealt with. At one point, a staff member came to my room and informed me that an apology letter would be provided, but she was unable to remain to discuss the situation. I appreciated the acknowledgment, but it did little to address what I was experiencing emotionally. Before leaving the property, I asked the front desk if there was somewhere I could wash my tumbler because ants had gotten inside it. Even this simple request was met with visible frustration. The employee made comments suggesting she was “going above and beyond” and acted as though helping me clean a cup contaminated by the infestation was an unreasonable burden. She eventually rinsed it in the kitchen while I watched, but by then I felt completely defeated. My food had been ruined. My personal belongings had been contaminated. My sense of comfort and security had disappeared. More than anything, I could not stop replaying the possibility that I had unknowingly ingested insects while sleeping in a room that never should have been rented to a guest. I was emotionally exhausted. I couldn’t bear staying inside the hotel any longer. I left and sat quietly by the river, staring at the water, trying to regain my composure after an experience that left me feeling anxious, violated, and mentally drained. This experience was far more than an inconvenience. It robbed me of my ability to rest after work, contaminated my food and belongings, caused significant emotional distress, and left me questioning the care Marriott shows to its most loyal guests. Every guest deserves a clean, safe room and to be treated with dignity when something goes wrong. I received neither.

We were in the area for a concert, staying overnight. The hotel was about 15 minutes from downtown Wilmington. Check in was a breeze. The general manager welcomed us as valuable guests. All other staff that we encountered were professional. Thank you for a great experience. Should we need future accommodations in the area, we hope there is availability at this location to meet out needs.

I booked here last night. I couldn’t get no rest due to the noise. You would thought that it was thunder in the ceiling. I tried calling front desk for over an hour, tried ringing from the room phone no help cause no answer and I had to get out my bed to go down at 10 something at night to go to front desk an nobody was there. I saw someone sitting on the bench like five mins later an I ask did she know where the front desk person was a she said it was her. I explained my issue and concern or calling an no one answering over an hour a she claim she was there but we all know that was a lie! I went upstairs to my room along with her on the elevator she said she would go up to say something cause I could not rest. Well whatever happen just know them kids was going at it til u went to sleep a was awaken by the same thing around 7 am. The absolute worst stay I’ve had an I’ve stayed here before a nothing like this ever happen. I even emailed to property managers just to hear back of how she apologize and wish I had of said something at checkout. Why not nobody was waiting for 215 to check out an said something to me. A waste of my money cause I’m still tired. But I wasn’t tired enough to write this review on my lunch break. Anyhow, I am not satisfied!

The hotel looks very nice, but I went tonight and the receptionist just said they didn't have any rooms available without even looking at me. It made me feel bad!