Fairfield Inn & Suites by Marriott San Antonio North/Stone Oak

The room at Fairfield Inn & Suites San Antonio North was clean, comfortable, and very nice. We also enjoyed the complimentary continental breakfast, which had a good variety of options. Unfortunately, our overall experience was overshadowed by what happened during our stay. Our truck was broken into in the parking lot, and a firearm was stolen. I understand that criminal activity is not necessarily the hotel's fault, and I am not blaming the hotel for the theft itself. What was unacceptable was how the situation was handled afterward. The manager was the only person with access to the security footage, but refused to come in to review it with us. He also would not speak with my husband by phone, when he was contacted by one of the hotel employees. We were told the manager would call us on Monday, but that call never came. Instead, I received a generic email apologizing that our stay was "unsatisfactory," with no meaningful follow-up or acknowledgment of the seriousness of the situation. When we said we would contact Marriott corporate about our experience, we were told that it wouldn't do any good because this property is a franchise and do not answer to Marriott corporate. A hotel can't always prevent crimes from happening, but it can choose how it treats guests afterward. The lack of communication, concern, and follow-through is why I cannot give this hotel a better rating.

Would probably not stay there again.

The room was not made for three days. I do not know if this is the policy they have or they just did not make it. Other than that breakfast is good, property is in a good location, etc.

Amazing breakfast!Room was very clean during my whole stay as well.

We stayed for 5 days and booked 2 rooms for our stay. Unfortunately, for 3 of those days we had no hot water at all. That is completely unacceptable, especially for a multi-day stay where guests are paying for comfort and basic accommodations. To make matters worse, the cleanliness of the rooms was extremely disappointing. There was a noticeable stain on the loveseat, hair left in the shower around the soap and conditioner dispensers, and even fecal stains on the toilet upon arrival. These are serious housekeeping issues that should never be overlooked before checking guests into a room. What makes this even more frustrating is that I also had family members and clients staying at the hotel during this time, so this experience reflected poorly on a place I recommended to others. Since we had multiple rooms booked, the inconvenience affected more than just myself. A lack of hot water for most of the stay combined with the unacceptable cleanliness conditions made this a very disappointing experience overall. We expected much better communication, urgency, and customer service regarding these issues. Given everything that occurred, I believe some form of compensation or partial refund is absolutely warranted. I hope management takes these concerns seriously and improves both maintenance response times and housekeeping standards moving forward.