Fairfield by Marriott Inn & Suites Temecula — Hotel in Temecula

My experience as well as a few other corporate employees from our company have been good up until 7/11/2015. So far I was booked in a room that had a stinch and black mold that was unbearable and requested to be moved. I was told there were no other room available, however online showed there was. The night front desk rep was not only useless but her attitude was very matter of fact. She stated she will note account and have someone call me as soon as a room became available but this never happened and I ended up sleeping in my car. Attempted to check status of vacancy in the morning before work and was told there is a room available now but is on second floor I asked rep if room was like the room I stayed in last week with spa and she informed me that it was not available yet then proceeded to continue to cut me off answers questions from other guests that were there after me and answer phones calls, I then asked her if I could have my coworker checkin when room was available and she said that would be fine just needed her name. I get a call from coworker saying this didn't look like room with spa at around 3pm. I get off wrk around 8 pm exhausted and trying to check in and clear issue with room and at that point my experience went from bad to unacceptable. I was called a liar by Laura, and Tiana was absolutely the worst cold, defensive, personality I have ever experienced. Instead of attempting to come up with solution to help my situation she simply states that her coworker who she called stated that I was pretty much a liar. Then continued to have me waste my time by calling Expedia to fix the room issue which while Expedia attempted to help me and stated that after my experience they would waive any Penalty and call Tiana to try and help me change room to the room I was told by front desk lady she would hold for me, as long as Tiana would assist us in making change. Tiana was once again very unhelpful with glen from Expedia and told him she can't do anything to help me change room. She even lied and told glen that I was already in the room when I was outside and in the lobby. I requested to cancel everything and cut my ties with this particular branch because of the unacceptable treatment by Tiana and of course she simply stated we will bill you. I have never felt so humiliated. I have requested to speak with manager or owners customer relations rep but Tiana claims she doesn't have anyway of contacting them. Im not sure if Tiana was just having a horrible day due to the hook hanging from her mouth that looked infected, but there is no excuse for someone to be as useless to a customer or guest that has had a long time relation ship with the Marriott. If she can't assist or make decisions then why isn't there a manager or someone above her available; according to her. I definitely feel that Tiana, and I will get the other ladies names, have a huge area of opportunity when it comes to their guests experience and at least be able to empathize with them. I will follow up marriotts corporate office asap and I plan on writing a review about this horrible experience. I plan on speaking to Marlene in order to give her the opportunity to maybe help this situation but of course Tiana has no way to have a manager assist me since she obviously was not capable. Very unfortunate because there were some employees here that provides great customer service. Spring hill suites which is down the street cost the same and have up to date absolutely beautiful rooms that are much larger, very clean, and roomier. The customer service is very dry but at least they own any type of issue their guests have...

Unacceptable Rudeness and Lack of Hospitality – Avoid This Hotel

Our experience at the Fairfield Inn was absolutely terrible, all due to the unprofessional and rude behavior of the staff. From check-in to check-out, we were met with hostility and zero hospitality.

We arrived late at night, and my girlfriend went to check us in while I handled the luggage. A few minutes later, she came back visibly upset, saying the front desk clerk — who, to the best of my knowledge, is named Freddy — refused to check us in because we didn’t have a printed family discount form. He rudely told her to “find somewhere else to print it or find another place to stay.” No options were provided for assistance. When she asked if the hotel could help print it, he dismissively told her, “It’s your responsibility, not mine.”

When I stepped in to try and resolve the situation, I found the same rude attitude. Instead of offering help, Freddy pointed us to an outdated computer that didn’t even work — something he could’ve mentioned to her earlier instead of essentially kicking her out. After struggling to find a solution on our own, I managed to fax the form. When I told Freddy, his response was to roll his eyes and act annoyed, as if we’d inconvenienced him personally. He even claimed to have canceled our reservation due to the missing form, which turned out to be a lie, as he eventually checked us in under the same reservation after wasting over an hour of our time. His lack of professionalism and outright hostility brought my girlfriend to tears.

When we finally got to our room, it was a disaster. The bed was unmade, the TV was on, there was trash in the bathroom, and no towels — it was as though someone had been using the room just before we arrived. Given how long it took to “prepare” the room, it felt like another example of the staff’s incompetence.

The next morning, we hoped for better treatment. Instead, we were greeted by Hope, the front desk manager. When I calmly mentioned our experience the previous night and suggested they take a more helpful and professional approach in the future, she became defensive and argumentative, raising her voice and blaming us for the entire situation. Her attitude was shocking for someone in a managerial position.

I’ve stayed at many hotels with family discounts and have never encountered an issue like this. Most hotels allow you to email the form or will gladly help you print it if needed. The staff here, however, seemed determined to make our stay as unpleasant as possible.

This was, without a doubt, the worst hotel experience we’ve ever had. The staff is rude, unhelpful, and completely lacking in basic hospitality. I strongly urge anyone considering this hotel to stay elsewhere. You’ll save yourself the stress and...

Beware, this location is at a busy intersection and backs to a busy freeway -- not usually a problem for me, a little traffic noise. The issue? The obnoxiously noisy elevator. The only rooms available were: two next to the only elevator, whose echoing, humming screeching was ongoing -- even in the middle of the night (it rose and descended frequently); and a ground-level, far corner room in a dark, isolated part of the parking lot, next to the side entrance with a window that was accessible at ground level -- and it backed to the freeway. Did not feel very safe and secure. They did not mention the elevator when I checked in, of course, but upon moving my stuff in I immediately requested a new room and was told none were available except what I just wrote about -- and I did not check in late; it was in the afternoon at the beginning of check-in time. I did look at the bottom room first, and told them I did not feel safe and there was dried superglue all over the table I was to be working at. There were other issues that were resolved (wireless internet, tech support fixed the issue & it wasn't on my end), but I was there for two nights and when I checked out, the girl at the front desk told me I could have requested a transfer. Hmmm.... believe me, they KNEW about the elevator problem and they already were aware of my desire to switch. I was told "no rooms," so why didn't they move me when it was available? I literally had no rest for two days, and I am not hyper-sensitive to sound. These rooms should not be booked unless the elevator is repaired. This was literally the worst experience I have had at a hotel, where everything else was very nice. Nothing can replace the ability to get even a minimal amount of sleep. I cannot believe I paid for a room (any amount of money) where they knew the issue was occurring and still allowed occupancy of it. Most of us don't have the schedule to make arrangements for another hotel once we are already there. Very disappointing.

On a positive note: the hotel is very clean, the people are nice when they tell you "no" and the breakfast is good. Don't count on hard line Ethernet connections for your computer as a back-up though, because although they say online that they have this feature and have cords connected to the walls, there are no wires behind them. I found that out when the cord (and jack) came right out of the wall and could see there was nothing there. Tech support...