Fairfield Inn & Suites Keene Downtown

If you want to be in the center of things in Keene NH, the Fairfield Inn, Downtown is the place to be. Our room looked right out on the hustle and bustle of Main Street with shops and restaurant all just a stone's throw away. The room was spacious and clean and bathroom and linens were clean but there were a few nit-picky things. The one upholstered chair was a bit old and seemed to have some worn-out springs, the refrigerator was on high but didn't seem very cold and the AC/Heating unit was a little loud. Plus, the thermostat was not intuitive, so it took is a bit to figure it out. The lobby area was a bit cluttered with no real place to sit and read or chat. However, the breakfast room was bright and well-stocked with many options. You certainly didn't walk away hungry.

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.

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

Very nice staff - the main reason for any stars here, besides of the location. Our top cover for one of the beds was heavily stained - quickly replaced once reported. The room was cold upon arrival - heating restored by the lovely lady at the front desk. The heater kept making enough noise all night long to keep us awake - nothing to fix quickly. Carpet not vacuumed in some sections for months.

Staff was great . Upgraded my room since my room was not ready when I got there. Great location and front desk was very informative on the area

Room was clean, staff helpful, nice location downtown with free parking, but the AC/heater fan was loud & distracting. Eventually I was able to go to sleep. I mentioned it when I checked out and it seems like others have had the same complaint. Staff said they are planning to replace the fan units.

Room spacious, breakfast good, poor directions to parking, snow covered disability ramp.

Front desk pleasant and helpful Breakfast was good Room was spacious and clean Able to walk to shopping and dining.

The hotel is beautiful and perfectly located. The staff are so friendly and very helpful. Beds are fabulous, though pillows have no support. Food is delicious and has a number of non-dairy/non-meat options, though there is NO hot water for oatmeal or tea, nor microwave located by dining area. (wonderfully the staff used their kitchen to heat some for me!) The a/c and heat systems are aged and unreliable, (we froze this time though the room temp said 74!) but we hear they're soon to get a 60k HVAC renovation (!). We wouldn't *hesitate* to stay here again.