Fairfield by Marriott Inn & Suites Fremont — Hotel in Fremont

Very disappointed. We've been coming to this hotel for years, and everything has been decent thus far. We love Lois and her daughter, whom we see during breakfast, who go above and beyond to make hotel guests happy each morning, during breakfast hours. They are always so friendly and helpful, and go out of their way to accommodate. They will not kick you out 5 minutes before breakfast ends (like we have unfortunately experienced at many different hotels), or right on the dot of when breakfast is supposed to end- they make sure everyone is fed and happy, before quickly taking everything away, and cleaning up. My children love these two ladies, and remember them very well. Having said that, we are typically Mariott and Hilton guests, but when we checked in yesterday, we were very close to going to a different hotel instead.. It all started before even checking in, when we had a hard time getting ahold of the front desk. Then, after checking in, the front desk lady was new, and kind of freaking out.. I didn't think much of it, seemed like she needed to be better trained. Her shift ended shortly after we got in. We thought things would get better, but no. There was no water bottles, which they usually offer hotel guests. There were 2 guests before us at the front desk. The first one had a problem with her reservation. The second one was given an occupied room - the occupant was in the shower when that person walked into the hotel room!! ....it doesn't get any better than that, so let me continue... No lotion or anything - just the bar soap, bodywash, shampoo and conditioner in the hotel room.. The outdoor fireplace didn't work (one nice attraction, which we have always enjoyed at hotels - that's sometimes a deciding factor to us for which hotel to book). The list goes on... No plates in the cafeteria area (which is typically fine, but this hasn't been our experience at this hotel in the past years that we've stayed here, so we do have some expectations at this point, especially when we stay for a week at a time). They were pretty much out of napkins. Coffee was empty. Their water pitcher with lemon water leaks, and they had only 1 cup left next to it. We were tired, so we decided to not move to the a different hotel, and were hoping to see our favorite Lois in the morning - she always makes our stay here very pleasant (just about everyone is nice here, but she has a way with people, and so does her daughter - they definitely make our stay!). Breakfast was great - Lois was there! After she left though, in the afternoon I tried getting some coffee, and it was just about empty once again! I got 1/4th of a cup, with the creamer included. Again, no plates this afternoon. The fireplace is still out of commission. We haven't been here for full 24 hours yet, and our stay has been very disappointing (we are seriously staying just to see Lois tomorrow morning, and then may end up switching hotels if this continues). Still no water bottles for hotel guests today.

I just want to say that we travel a lot, and it is very rare and nice to have people like Lois around, whom my kids run to and hug! It melts my heart, and this is truly the only reason we stay at this specific hotel, and not any other one in the area.

Edited to say there are now plates at the...

I consider myself to be a fairly reasonable person, but to say I'm angry is an understatement.

We were in town for a wedding, and had made reservations back on 01/05/25 using the wedding block that was setup at that time. We showed up tonight (08/01/25) and the experience that we had was absolutely mind-numbing.

We walked in and Albert, the check-in attendant, asked us how he could help us and we stated we were checking in for our reservation. Albert then half-chuckled and said "I have some bad news, we're all booked for the night" to which we responded "Well we had a reservation made, so we should be okay" and he responded with "We have no rooms."

We then asked how could this be, and were told all rooms were first-come first-serve, and they filled all the rooms up. I asked what the point of a reservation was, and Albert just stared at us and said, that's how the system works. We then went on to ask follow-up questions about how to make this right, what should we do, etc. Albert's response was "We aren't liable, I dont know what to tell you." No customer care, no compassion, no compromises or assistance of any kind. My wife and I drove from Charleston, SC to be a part of this wedding and now have nowhere to stay because they gave up our reservation and their system is "First-come, first serve" WHAT IS THE POINT OF MAKING A RESERVATION?!

I understand that customer service in society today is a rare thing, but Albert was comically disrespectful, uncaring whatsoever, and just wanted us to go away so he could put his Airpods back in as we were so rudely interrupting him. I was treated like a nuisance for something that I'm of the belief he screwed up by giving our reservation away.

All's to say, my wife and I now have nowhere to stay due to the incompetence of this hotel and its staff. PLEASE find anywhere else to stay. Clearly their reservations mean nothing as we were on the books for months, and they were apt to show how little they care about their customers or making things right. This experience and hotel left me feeling meaningless and beyond angry at their inherent lack of competence and care towards customers. Stay anywhere else, I promise you'll be...

I’ll start by saying the (manager?) or whoever worked out of the manager’s office and checked me in was wonderful. Super friendly and went above and beyond. The morning clerk, however, was anything but pleasant. She also looked very disheveled, as if she had just gotten out of bed.

Note: This particular property is a MOTEL, not a hotel. No elevators. All outside access (not the safest). I was in a building that got ALL the road noise, including tons of sirens from emergency responders. I had hot water in the shower for all of about five minutes before it went ice cold. Very unpleasant smelling unit. Bathroom was very clearly not cleaned well. I came in to find black hairs in the tub and makeup rings on the sink counter. But the worst part was the bed. It was NOT in the tradition of Marriott beds. It was like a concrete block. I had to use pillows under my body because it was killing my back. That left me with one very thin pillow for my head which caused my neck to be stiff the next morning. I mean, the bed was TERRIBLE. That alone will not see me returning here. I travel a ton for work and use Marriott almost exclusively. While this property has an ideal location (and right next to Starbucks), the discomfort of sleeping on concrete, I mean the bed, is enough to say never again. Two stars for the great treatment at check in and the location, but that’s all this location had going for it. At least for me.

Last note: I think it’s in very poor taste for Marriott to refuse to allow their paying guests to leave reviews on Marriott’s app, “Unless given a satisfaction survey”. This does not allow for full transparency on the hotel, so you don’t get the true picture from a large pool of guests. And they audit them before posting, so likely pushing through only top reviews with a few lower ratings sprinkled in to not seem obvious. I have 50 nights in so far this year, and have had numerous in the previous years and have maybe received two guest surveys....