Prepaid for the room on Expedia. Arrived late and they stuck us in a Handicap room.with a King instead of a King Studio. The staff said sorry, it was take it or get a room with two "full" size beds. Beds were terrible - way too soft. Bad hotel layout too - instead of the lobby being centrally located, most of the rooms are "down" the hill. We booked for 2 nights and with Expedia's help we were able to get a refund for the second night. Stayed at a Holiday Inn Express nearby at a lesser price, with a bigger and much nicer room, with nicer staff.

We had to travel to Williamsburg suddenly for a family emergency and chose the first hotel that showed availability on our Marriott Bonvoy app. We were greeted warmly and checked in quickly, with our Marriott status noted (something often overlooked in so called 5-star properties). Each time we saw a staff member, in the hallway, lobby, or breakfast room, we were greeted in a friendly manner and asked if we needed anything. The complimentary breakfast was plentiful and delicious, with several staff replenishing and cleaning constantly. We and our relatives staying there mentioned the attentiveness of the staff several times during the weekend. We have stayed at several other hotels (including Kingsmill, Marriott Ford’s Colony, and the Williamsburg Inn) in Williamsburg when visiting in the past, but we’ll be making the Fairfield our headquarters from here on out. This is how to run a hotel!