Fairfield by Marriott Inn & Suites Fairfield Napa Valley Area — Hotel in Fairfield

Well I had called that morning before leaving my house to find out what I needed for check in, & if I could get early check in. Was told “ID, AAA card & yes you can check in at 1”. I arrive at 1. Go to the front desk which Pearl Wright the supervisor & her front desk girl who neglected to wear her name tag is helping me, where I am told I can’t check in unless I now provide a debit/credit card. Well since I was traveling & my original email said it was paid for online since we booked directly through their website, I wasn’t carrying my cards, let alone enough cash to put down for it. I asked for a copy of this policy because before I drive all the way home, & all the way back over a debit card to which both refused. Told me the only legal proof needed to give me is her word, that providing their policies via any other way is not allowed. I let pearl know of the phone call this morning, which the front desk girl says there was never even a phone call (she worked all morning). False & I can provide phone records, that’s also when she refused to say her name because I said the person I spoke to was a woman. She writes me the complaint number, hands it to me & then refuses to help me until I either have a card or have called the complaint line. I say fine. Go out to my car & double check if I left all of my cards at home. I found one in my glove box, & go back inside maybe within 5 minutes. Still Pearl & her front desk girl (long dirty blonde/light brown hair, glasses, pale, acne, thin, early 20s) & I give them my card. They charge me $160, the invoice for the hotel in my email, was $116 before tax & $131 after it. Well I had put it on my Venmo card so the transaction is recorded that second, which was for $29 more than the room, & their confirmation email for the stay said my room was $116 before taxes. But in their email I received about two hours later prompting me to check my invoice for my stay, which the invoice says $116 & charged $00.00. Now I let pearl know that I will be complaining about this since I’ve never had such a ridiculous issue at Marriott (where I always travel & stay), let alone pretending you never gave us this information & it’s the information in the email. I had a very very important state test to study for which I didn’t to get start until 4/5pm because of this & the test was for 5am the next day. Now pearl gets angry & says if I’m going to be complaining then I am not welcome to stay at this hotel since there is already a problem. I told her the problem is you refusing to give proof of your policies, over charging me from my invoice, & lying about the information your front desk gave out, but if she wanted to add kicking someone out their hotel for complaining about horrible service before they even finished checking in that’s fine, that’s not legal either since she charged me. I went out to my car & called the complaint line. It’s their corporate offices. Got a corporate supervisor who couldn’t stop apologizing for this, gave me a free room at another Marriott up the street THAT WAS SO MUCH NICER the courtyard inn, highly recommended. They also checked if I was charged, corporate saw I was charged & was over charged.) & am currently waiting for my refund of the Fairfield inn & suites. As well as waiting my return call after this hotel has been talked too about their actions because their corporate office was humiliated by...

We had a severely negative experience at this Marriott hotel on March 1. We had a confirmed reservation, made five days prior, using a free night from our Marriott credit card. We received both an email confirmation and verbal confirmation from the hotel through the phone. Upon arrival at 10 PM, the front desk staff insisted she could not locate our reservation, claiming the hotel was completely full. Despite Marriott customer service confirming our reservation and providing the hotel with all necessary details, the front desk refused to accommodate us. Being over 8 months pregnant, we were left stranded and forced to secure alternative lodging at our own cost in the early hours of the morning. Subsequently, the hotel manager confirmed that there were at least 15 vacant rooms at the night and that our reservation was canceled by the same front desk personnel after we left - This shows she had access to our reservation and the hotel's room availability, but she purposely refused to check us in，also, during our presence, the front desk took calls from other potential guests, telling them the hotel was fully booked. Our interaction remained amiable, despite her negative attitude. The front desk staff lied to the manager, stating that we cancelled the reservation, which is proven false by marriott customer service and lobby camera records. This level of unprofessionalism and disregard for a confirmed reservation is unacceptable. We are seeking appropriate compensation for the distress, inconvenience, and financial burden caused by this situation. The hotel manager is now refusing to compensate us according to Marriott's Guaranteed Reservation standards and is demanding we pay for the alternate hotel we were forced to book. This is based on the excuse that our reservation was canceled, even though we did not cancel it. Furthermore, we endured discriminatory and rude treatment from the front desk staff, and the hotel has internally acknowledged that the front desk clerk has a pattern of habitual lying and negligence.

Given the hotel's attitude, we will continue to pursue this matter through all available channels, including legal action if necessary. This is not solely about the financial loss incurred. We demand a sincere apology and a genuine resolution, not dismissive treatment after being subjected to rudeness and discrimination. We are doing this not only for ourselves but also for our unborn child, hoping they can grow up in a world where such discriminatory behavior is...

Called them around noon to see if I can get an early check in since my wife was with me and I had to start the job I was in Fairfield to do. The woman said no rooms were ready and to try in a couple of hours. That would be around normal check in time, so my wife just sat in the car while I worked. When we arrived around 6:00 the woman at the front desk asked if we were checking in despite the fact we walked in with luggage. She did not greet us and was not very engaging.

When we got to our room we find that they gave us a handicapped room although we didn't request one and we certainly don't appear to have any issues that would make her think that we would need one. The room was very small, had no closet to hang up clothes, only one chair to sit in, light by the sink did not work, and a very loud air conditioner. We were very tired from the drive and the work I did and just wanted to get some rest, so I didn't complain. After a few minutes in the room the door opens and a woman starts walking in, saw us and apologized for walking in, never identifying herself. We, of course were concerned that someone had a key to our room. My wife described the woman and I went to the front desk to tell them what happened. I then see the woman my wife described sitting behind the counter. I told her the least she could have done was identify herself when she walked in. She just apologized.

The next morning I was up early to shower and get to work. I took my shower and when finished I opened up the curtains to find water on the floor throughout the entire bathroom. Needless to say it was not safe to walk in there and we had to use the towels to try to soak up the water. I went to the front desk to complain and to ask to get moved to another room. I described to the woman the issue with the bathroom and she said she knows about it. She then said if I wanted to move to another room a few doors down immediately I can do that. I of course said yes. My question was if that room was available at 6:30 in the morning, it must have been available the night before when we arrived.

Thankfully the new room was much nicer with closet space, a couch, much larger.

I will not be staying here again and will hesitate to stay at a Marriott...