Fairfield by Marriott Inn & Suites Indio Coachella Valley — Hotel in Indio

Be warned about Marriott’s unresponsive management. I’m not the only one. I’ve read quite a few other reviews and I know they are telling the truth. The hotel is fine until you have a problem. They do not care and will not respond to you if you do have a problem.

Stayed 2 nights, October 26 and 27, 2021. Everything was fine until the evening. Had a cricket in my 2nd floor room. I know it seems like a little problem but those things are loud and annoying. He was somewhere under the air conditioning unit. Had a very difficult sleep. I admit, I did not tell them until the morning because I really did want to change out of my pajamas or have to move in the night. I toughed it out with a pillow over my head and a lot of aggravation. I did try to find the cricket to.no avail but I did find pieces of food/trash on the carpet under the unit. The next morning at 6:30am I went to the front desk. I was told maintenance arrives at 7am and would handle. I asked if I needed to change rooms. He said “No” and that this has happened before and they know how to take care of it. I went out for a few hours and checked in with the front desk at 11am asking if the problem was taken care of. The answer was not yet. I told the employee that I really need to get some sleep tonight. She assured me it would be taken care of. That evening the cricket started chirping again. I called the front desk and no one answered. I had to walk down there. She looked it up and saw that no one had come to the room to take care of it that day. She gave me another room so I had to move that evening. The next morning I asked to speak with a manager and I was told there was not one on duty and that they would call me. That afternoon I received a call from the front desk supervisor/manager? There was no apology or concern, just a matter of fact offer to apply for a Marriott rewards program and she would put some points on the card. She said that’s all she could offer. I didn’t think having me stay at a Marriott sometime in the future for some kind of discount was the proper resolution for this Incident. I asked for the manager’s name and email. I was transferred to his voice mail. I left a message and after a week of not hearing anything, I called again. I discovered the manager was no longer working there and I was given the new manger’s name and left him a voice mail. After another week still no return phone call.

I reached out to the Marriott customer care by email. My first email I told them I’m just trying to get the manger to call me so I can discuss the incident. 2 days later they responded to me by email asking me to tell them the incident so I did. They responded a few days later by email that it had been passed onto to the executive team at the hotel and I would be receiving a phone call in 3 to 5 days. I never received a phone call. I sent an email to customer care that I never received a phone call and they never responded. It is now December 20th. The hotel was okay except for the cricket incident. The employees were nice. I am just frustrated that they don’t care and how difficult it is to speak...

Let me start by saying I have stayed in many different Marriott properties and have always had nice stays. Even when a problem occurred at other properties the staff worked hard to correct any issues. The good part about this hotel was that it appeared new and it was clean. However, the front desk staff were incredibly disingenuous and unfriendly, especially the night manager. I had called the hotel prior to my stay to request a rollaway bed which they told me they ordered for me. When I got to the hotel the front desk employee told me they don’t have rollaway beds. I informed him that I had called the hotel a few days prior to my stay and was told a bed had been reserved for me. The night manager then comes out from his office and immediately tells me there was no way I called the hotel because his staff knows they don’t have rollaway beds so they never would have reserved one for me. I informed him I had called the local hotel number and showed him I had the local number on my phone as a recent call. He continued to argue with me repeating that all his staff knew they didn’t have rollaway beds so there was no way I called the hotel directly, I must have called a call center. I again told him I called the local number, but I didn’t know if somehow I was transferred to a call center. Either way not sure why he was arguing with me about it. I would have rather him been nice and worked with me instead of trying to scold me. So much for the customer is always right. Then since due to Covid housecleaning doesn’t clean rooms daily so I called and asked for towels. No one ever came so my daughter was stuck in the shower. I tried to call repeatedly after not receiving towels snd no one at the front desk answered the phone. I finally went down to the lobby and asked for towels and I was treated like I was causing them the biggest imposition. They didn’t even apologize for forgetting to bring me the towels. I have stayed at many different hotels and many different Marriott properties and have had employees forget to bring towels up. However, they have always apologized and immediately got me towels. Not at this hotel. Here I was asked how many with a sigh as if I was a child they were frustrated with. Then I asked for a one hour late check out. I figured with my prior frustrations with the hotel they would have at least made that simple accommodation for me. Not at all. I got an immediate we aren’t giving late check-outs with...

Brand new hotel but probably shouldn’t be open yet. I checked in which was over a 15 minute process (8:00 pm on a Monday night) not that I had to wait in line as no one was there it just took the girl over 15 minutes to find me a room and check me in. Her and the Front Desk Manger were arguing over the fact that the king room I booked weren’t available and the girl that was helping me wanted to upgrade me to what they call a king suite and the Manager wanted to put me in a mobility/hearing impaired room with a roll in shower.. after there lengthy discussion I received my room keys with directions on how to turn my lights on as you have to enter a room key in the wall inside your room to get the lights on. Then we went to our room. This room had so many issues I don’t know where to begin however most of them superficial cosmetic issues but just something you wouldn’t expect from a brand new hotel that had just opened. In addition to the mess we found on the oath room floor and carpet of drywall puddy, dust etc. the shower leaked after it took a lifetime to warm up. The bed was ok but again not what I expected as a new hotel as it almost seemed used. The next morning and I wish I could say it got better but the breakfast was lukewarm at best my omelette was still cold in the center with the cheese not melted the bacon was not done and the sausage burnt to a crisp! The different loaves of bread they had out were all dry and looked freezer burned. When we asked why things seemed cold, dried out etc. to the young man working the food station he just shrugged his shoulders and said I don’t know? Then I tried to make a waffle as I figured that would at least be fresh but there was no syrup insight so I again asked the young man for syrup and he stated I’ll check but then never returned? There are too many other nice casino hotels around the area or other properties in a sensible driving distance to have to pay and deal with this. This is a brand new hotel that has just barely opened and how it got the Marriott stamp of approval to open is beyond me. Save your money and choose another hotel before coming...