Fairfield by Marriott Inn & Suites Anaheim North/Buena Park — Hotel in Buena Park

If I could give this a 0 star rating, I would!|||Backstory: ||My younger sister and I treated ourselves to a Disneyland Trip without our kiddos, which is rare. |We planned the trip 2 weeks in advance including our hotel overnight stay. |We understood that normal check in time was 3 pm, but given the fact we would be in the park until they closed and didn’t wish to leave and try to get through the parking process 2x we called and asked the day before our arrival date if they offered a late check in. ||To which, they said they did and would allow us all the way up until 1 am to check in provided that they leave notes on the reservation profile. |We thanked them and were so relieved. |We wouldn’t have to leave the park once we arrived. Easy peasy. ||Once at the park, we wanted to just confirm that all that was agreed upon before was so. |We called again to see. This was around 2pm. |Again, we were told that yes it was no problem. |The agent event said that he saw the notes about our late check in of 1 am. ||Park closing time. |Get to our car. |I said to my sister, “you know, let’s just call once more just to be sure they know we are still coming” ||She calls and was informed that they were unable to reach her and so they emailed to say that they overbooked and cancelled our reservation. |Sure enough - one single, lonely email explaining that, in fact, what she was told was true. |Of course, no manager is going to be around at that time and we were told the all the same. ||At this point, we are still in the Disneyland parking structure experiencing somewhat of a panic. |We traveled all of the way from Palm Springs, which is a little over 2 hours away.|It’s now 1:30 am, and we either have to drive home exhausted and risk our safety or come out of pocket, once again, to be able to find a room somewhere so we can sleep. |We did, fortunately, $226 later at a Motel 6. ||The next day (today) we paid a visit to the Marriot Fairfield so that we could speak to a manager and try to get this resolved because surely this was just an honest mistake. A monstrosity of one. But a mistake, nonetheless, and should be treated as such at least at first. ||We did.|We came truly to find a peaceful resolution. |Also, a full refund would also be nice seeing as that hasn’t happened yet. |We had hoped for someone who was eager to help fix this extremely mishandled situation - to bridge the mend. |But, instead, we experienced the most unprofessional, horrendous management behavior. ||She told us that because there was no phone number listed they couldn’t contact us to be sure we were coming. |Although we do believe we did list one, it could have been overlooked unintentionally. |However, 3 phone calls were had between the day before our arrival reservation date and the day OF. |At some point, after asking who the reservation was for (as all agents ask so they know whom they’re facilitating) why did not one staff member notice and ask for a good telephone number ? |I asked her all of the above mentioned, and her response was to continue to talk over both my sister and I, as well as invalidate my overall understanding and experience with them. ||I asked to speak to someone above her, because I knew I was getting nowhere with this manager. |Her lack of hospitality, empathy, compassion, care or concern for anything or anyone else was loud and clear. |She begrudgingly gave me a business card for someone in corporate, and since then, a voicemail has been left. |She refused and I mean was yelling “no” in refusal to me gaining her full name. |At one point she was physically trying to hide her name tag so I couldn’t read it. |She called me “combative,” which was so left field unprofessional and ridiculous. I’m truly a very nice person, but when you continually cut off your customer as they’re simply communicating a bad experience, and then talk over them so in turn, they have to talk louder - boom, you’re combative apparently. |At the end of it all, she told my sister that if it wasn’t for (her words, not mine) “combative friend” that she would have offered her 20,000 points. |Probably so she could later on file a report and say she offered to compensate for our pain and misery and all of that load of crap. |And if that isn’t bad enough, she raised her voice at the end to tell us that we needed to leave. |||Marriot, |Do better. ||Oh, and I did get her first name....

I didn't interact with the staff much, so this isn't necessarily a rating on them rather than the hotel itself. We booked a double room for one night using a timeshare, so I was expecting a bit nicer place than what I found. Yes, it is cleaner than a motel or run down cheap place. But no, it was not entirely clean. Even just walking into the room, I found long black hair all over the floor (all of my roommates have short hair so it wasn't any of ours) as well as a hair tie. Took a shower and the towel I used also had hair on it which is utterly disgusting to me. Tissues were located at the sink, to the left. The hotel is under renovation and just yikes. I understand fixing stuff up, especially since this seems like an older hotel, but it looks like a lot of other things got forgotten or stopped midway. On the third floor, the guy doing the tiling must be having fun considering you aren't supposed to walk on new tiles for a while and he's dealing with people getting off the elevator constantly. The door to one of our bathrooms is broken along the bottom which makes shutting that door fun. Even better is that the divider door (the entire reason we chose this hotel because some of us can't sleep with noise) refused to fully shut and you could hear the noise from both rooms because of it. It honestly looks like they hung the divider door improperly as the door sags down on the handle side. The hotel itself is not noise proof in the least. There were people shouting outside at nearly 1 am while I was trying to sleep. Fun thing was that we had one room at 72 and the other at 74 and the room at 74 was colder than the 72 room. Not sure if the AC is broken or not, just a fun thing to point out. The breakfast was good but I would exercise caution with the eggs. The person maintaining the food was friendly but didn't seem to use food safety for putting more food on the line? For food, you always want to use FIFO (First In First Out), and the new eggs were dumped on top of old eggs. The old eggs could have been sitting there since breakfast opened so I'd suggest staying away from the older/browner eggs just to be safe. On the plus side! They charge $8 for parking but waived it for us for some reason and they also didn't make us pay the extra person (4 people total) fee which I think is supposed to be about $20? The fitness room was empty when I went and had really cold water which was greatly appreciated. There's cocoa packets by the coffee pots in the lobby. You can make tiny waffles at breakfast. The window shade has a cute tree design on it. Also, they offer free HBO in the rooms so one of my roommates is pulling an all nighter to catch up on Game...

I had plenty of observations and I sent my bad experiences to the Hotel Manager to his personal email while we were at the Hotel for five nights. I never heard back from him. Obviously the front desk staff was cooperative and trying to resolve the issues but I am sure if the manager had taken some responsibility, our remaining days would have been more pleasant, which were not. Main issues appended below so others may not face that we did:

a) We were given the room that had bad stains and my family was upset. I asked for change of room but I was told they had no rooms available. I am Marriott Bonvoy member since many years and travelled and stayed at Marriotts' Hotels in Germany, USA and Canada and I know it's seldom that 100% hotel is booked!!! I feel since I was using my Bonvoy points so maybe we were treated differently. My daughters put towels etc to cover the spot and sleep at night, uncomfortably for two nights.

b) After my consistent requests, the staff gave us a new room (508). We were happy that at least our next three days will be better but, NO!!! the Problem was even worse. Since I had my wife and two daughters with me so when one would take bath, the vanity inside the room (outside of the bathroom) would get filled (perhaps same outlet on both outlets of vanity & shower?? Then flush repeatedly, then the bathtub would not drain and one had to wash standing in dirty water. Then during this situation, you will smell as if you are sitting beside an open sewage or gutter. I asked the front desk about this problem, don't know if anyone fixed? but issue was still there, most annoying was the sewage smell in the room when one used the bath tub for shower and vanity wash basin... While time is money, in trying to resolve and make the staff understand our problems and then changing to room 508, we lost two imp visits due to hotel issues...

c) The internet was very bad, off and on. We figured out, it worked better in hallways, so for our important stuff, we stood in hallways to use internet which is unfair for a hotel of Marriott standards that claims internet availability on its website.

d) I had some important documents to print but lost lots of hours and figure out and failing internet issues. The so-called Business lounge in the lobby had two computers with internet and two printers. I tried for two days and failed, then I thought to ask staff for help who printed my imp docs. Even after asking for lotion repeatedly, didn't get it...