Fairfield by Marriott Inn & Suites San Francisco Airport/Millbrae — Hotel in Millbrae

I have been a member of Marriott for years, and I always love the way they treat their loyal member nicely.  This was my first time to have a terrible experience and terrible onsite customer service with Marriott hotel (Fairfield Inn & Suites by Marriott San Francisco Airport/Millbrae).  Firstly, I did call the hotel one day in advance that saying we will check in after midnight because my flight arrives about 11pm. They said they did receive a note I mentioned on it when I booked the hotel. Also, they did aware I am a gold member of a member of Marriott. Thanks for staying with them. On the day we checked in. the front desk asked me to sign one paper, and asked me do I need to park my car. If so, I can park on the basement of the hotel. After we got into my room, I found it is not the type of room I booked. I DID book a room with a king size bed, but they gave me a 2 double bed room. Then, I went to the front desk asking why the room is the different one than I booked. I did book a room with a king size bedroom. The front desk is nice saying sorry they gave my room to other guests because I am check in. I did question why u gave my room to other people because I am check in. I said I did call one day before to confirm my booking and room. How could you do it. The front desk told me that is nothing she can do now because they have full booking tonight in the hotel. The front desk gave me her manager contact info, and said I can talk to her manger tomorrow morning. On the next day, I did try to look for the manager. Michelle Khan. Another front desk, Debbie, said manager is not available because she is on the meeting. So, I did check out first, and ask Debbie for a receipt. After I checked a receipt, I found there is one charge of $15 for a day.  I did ask Debbie why there is a charge for parking, and there is nobody told in advance. If so, I would not park there. Then, Debbie did not answer my question, and walked away. After a few mines, Debbie just putted a paper on the desk showing me a paper I signed yesterday. There is a little wording on the side of the paper saying parking fee is 15 per day. Then, Debbie only said see you sign the document, so there is nothing we can do. The way Debbie showing to us is so rude and gave us bad attitude. Not thing more. Debbie never try to help anything or explain anything about their parking rule. I don’t mind to pay 15 for one-day parking, but they need to inform the customer first. I asked Debbie again when does the manager, Michelle Khan, available. Debbie answered maybe after 1 hour.  I did call back after 2 hours looking the Manager, Michelle Khan, and she is still on available I did try to contact with the manger more than 5 times in 2 days, but I could not find her. Even though I leave my contact info for the front desk, front desk said will have the manger to call me back.  NEVER get any call from the manager Michelle Khan, and COULD NOT find the manager Michelle Khan either. Strongly do not recommend to say this hotel. (Fairfield Inn & Suites by Marriott San Francisco...

This was hands down the worst hotel stay I have ever had. It started off with when we arrived around midnight we had no where to park so we had to park on the side of the road down the street. When I booked this hotel I specifically booked it because they had somewhere to park unlike a lot of hotels in san francisco. Come to find out the hotel over books their parking garage with people that are park and flying. Not guests of the hotel but people that are flying. So because of this 3 out of 5 nights I had to find a spot on the street and I had to get up by 9 am to move my car in fear that it would be towed. This is not something I wanted to on vacation. My birthday is new years and this is why I came on this trip. So on new years eve while getting ready we noticed about a couple thousands ants had come into our room and were all over the tv stand. We tried calling the front desk because we were getting ready for a night out but after 15 minutes of no answer we went downstairs. No one seemed to care all that was said oh well we can get you another room. So now at 8 pm on new years we have to transport all of our items to another room. This cause us to get downtown very late. No restaurants had anymore availability by the time we got there because we had to spend an hour moving rooms. This absolutely ruined new years eve and my birthday. Upon coming back to hotel at 1am once again no parking and I had to park on the street. Now on my birthday I am not allowed to sleep in because I have to worry about getting up to move my car so it doesn't get towed because the hotel once again had no parking. So the next morning I asked to speak to the general manager Janice. I was told she was on the phone and that I had to call back at noon to speak to the assistant manager Jolene. I did nothing wrong in this situation I should not have to be going out of my way to get in touch with someone, they should be getting in touch with me. I asked if Jolene could please call me when she arrived. Mind while going up to our now 15 hours later our original room while walking by we noticed that it was still not cleaned and there was even more ants swarmed in that room. That is absolutely disgusting. When Jolene called me she informed that they were going to be giving me 10% of that night. I was absolutely insulted that they could even think that could suffice to ruining my new years eve and my birthday and to even how disgusting being in a room...

No airport shuttle! If you need a complimentary airport shuttle, do not book here. The airport shuttle is prominently advertised in the hotel's main description and in the amenities listing on their website, yet we were surprised to learn (at check-in) that it is not running. Nobody contacted us about this prior to check-in and it has apparently been out of service for a long time.

The description also says it's recently remodeled, but the carpet and furniture in the room looked a bit worn out. The closet door was also broken, shower controls needed maintenance, elevator smelled like weed, and the breakfast was mediocre.

I contacted Marriott customer service about the shuttle and they could not help with the issue, saying it was the responsibility of the property manager. I also contacted the hotel manager privately to give her the opportunity to resolve the issue for me and the many other customers who were surprised to learn that they would have to pay for the taxi. She did not offer any reimbursement or assistance. Instead, she "wanted to offer a helpful suggestion" that I call ahead to the hotel to confirm that the listed amenities are actually available. I should not have to do this when it is so prominently advertised. She directed me to the "airport information" section of the website (buried in the Transportation section), where it supposedly says they do not offer shuttle service. The description here actually says that they offer taxi scheduling. It does not clearly state that the advertised shuttle is unavailable.

I've seen other replies from the hotel saying the shuttle is out of service due to local Covid restrictions. This is false. I called other hotels in the area to ask about their advertised airport shuttles, and they are running. If you need to stay at a Marriott near the SFO airport, look into the Westin instead.

The hotel needs to update their description to accurately reflect the shuttle information or they need to pay for their guests' airport taxi fare. I am displeased with the manager's customer service. The front desk attendant was pleasant and helpful- I feel bad for him as he has to field dozens of complaints about the shuttle each day (I overheard many of these conversations, including someone who called because they were stranded at the airport due to the lack of...