Fairfield by Marriott Inn & Suites Tehachapi — Hotel in Tehachapi

After 14 years of Titanium and Ambassador status I have never felt the need to warn anyone of a property until I stayed at the Fairfield Inn & Suites Tehachapi. The final straw was trying to get in touch with the GM Joseph Andreas twice in person at the front desk and twice after checkout by phone, leaving messages with my contact information each time. I should have known he was not going to respond after the front desk agent grilled me about what it was in regards to as well as the fact that he was going to want to know why I wanted to speak with him. It has been over 4 days since I was told he was in a meeting and would be in later that day and would call me at the number I left.||||My horrible stay started when trying to use directions on the Bonvoy App. When you attempt to get directions it takes you to a wrong location right of Hwy. 58, nowhere near the property. I finally had to call the property and ask where they were and they gave me the same address that is on the App, which I then inputted the address as it reads and then it took to me the property correctly. Didn't make any difference whether it was Apple, Google or Waze they all took me to the wrong location. It is still that way today, just FYI, feel free to check it out yourself. Next when I got there the property said that I had 3 reservations for 3 nights, and I politely told her no that was never the case and here is my reservation Conf on my App, that has not changed for weeks, 1 night with 2 Queen beds. Well that took about 25 minutes to try to get corrected, which ended up not getting corrected to then be told that they didn't have any rooms with 2 Queens available and would a King be OK? I then looked over at my 3 kids that were with me that had just got out of the car from an 8 hour drive from AZ and said fine whatever you have! After 2 minutes, and 8 people waiting in line now behind us, I said NO STOP, I will wait and talk to a manager because this is not going to work, let these people go ahead of me, I will call Marriott Ambassador and wait. I then called the Ambassador line and the person was very sweet and wanted to call the hotel to get it resolved. I told them that it appeared that only one person was on the desk and there were 10 people in line now and that I wanted to just let them know about what was going on, and then she said she would call me back. I then sat for another 20 min in the lobby waiting for someone else to arrive and finally she did, and stopped everything else that was going on and gave me my keys to my room with 2 queen beds. All this after an 8 hour drive and waiting just over an hour for the keys to my room with my 8, 10 and 14yr old. As a Marriott Ambassador level, for what it's worth, I am not sure why this property doesn't get the rooms ready prior to arrival especially for the frequent Marriott guests, maybe do mobile check in that I requested. The rooms are adequate to say the least. No laundry bags, no soap dishes, so you just end up putting the bar of soap on the counter. And no recognition period which I generally don't care about, I just want to arrive and get my keys. ||||I tried 4 times to reach out to Joseph Andreas the GM to explain what happened and my not so great (horrible really) experience. He does not seem to care which is a huge red flag and ultimately explains why the property is as it is. Next to the front desk, is a manager plaque that happens to be empty as far as a name goes. Next to that is the name of the management company, Evergreen Management, which I am sending this to as well as Expedia, TripAdvisor and will be posting it on the Facebook groups of Marriott Bonvoy and Marriott Titanium and...

Arrived a bit prior to checkin. On the road needing to use restroom. Registered guest at property but room was still “dirty” on a Friday at 2:00pm. And “per company policy- no public restrooms open for us to use” we had to drive around to find public restrooms because our hotel would not let us! Shocking! Then updated that only coffee available “in room” with individual coffee pods. Asked front desk if water also in the room. She stated “no- but water is available for purchase in the market place”. Not a deal breaker- but what a joke of an approach. Then fast forward to bedtime. Open up the coach pull out that is FULL of debris - thinking it’s fine- nothing will be on the mattress. Sadly no. Mattress equally full of crumbs/debris. Called front desk from room phone. Phone rang endlessly. Hung up and called again for over 5 minutes. Then Used personal cell to call property directly. Finally after 3 minutes of ringing a staff member answered. I stayed the Pull out bed linens are not in room. Per front desk- we could come down and get linens from her. I also asked for roll away bed for second child due to pull out being a twin mattress- Front desk would only state roll away is not available. (Unsure if any were available at all or whatever In stock was already in use. She would not clarify). She did offer to move our room but at 9:30pm we were ready for bed- not wanting to pack up with a room relocation. Went down to get linens- deciding on dealing with sleeping arrangements. But front desk could only give us ONE pillow. Our room faced the street. Also same side train tracks. Not best equation for hopes of sleeping. Every Marriott we have ever stayed has the BEST beds and pillows. Not here. They shopped and stocked the poorest products. Overall disappointing. But mostly first impression was the worst! Not allowing us to use a restroom as a registered guest!!??? We have had a Titanium Marriott status and appreciate all the fringe benefits that follow. This property respects very little of...

I visit the Tehachapi Marrriott every 2-3 weeks and stay for 1-2 nights, usually every other weekend. I previously stayed at another establishment in town over the years but fell in love with your place in February of this year. They gave me a wonderful frequent traveler rate and are constantly trying to get me back. I travel often and it would be nice to have some rewards for staying as a loyal customer. I wish the points could be earned on the credit card offers with a more reasonable dollar amount within the time frame that is usually offered. I have reservations throughout the end of the year but I still will not make the point allowance. Huge bummer!

The manager Joe has always been a great help especially earlier in the year when I had a wedding party with me during one of my stays. Every was happy which is always a success with a group reservation! Every person at the front desk is very kind and helpful. Abigail is always a joy to do business with and she even remembers my room choices. I miss one of your previous employees who has gone on to be a student. A happy little beauty named Monica. I appreciate being able to call and the front desk knows who I am.

My room quickly becomes my home / office away from home and I sleep so peacefully. I am working on having the bed and pillows come home with me.

One thing I would change is to offer more outside air into the indoor pool / jacuzzi area. During the summer months it can be almost hotter than outside when it is full of people which makes it not as enjoyable. Great plus is the jacuzzi is always hot and the pool is always clean with a good surplus of towels.

The breakfast is usually the same menu as I travel on the same days but it is a good variety. The housekeeping staff is awesome as well.

I have no complaints with your staff choices. What a great team!

Thank you for the...