Fairfield by Marriott Inn & Suites Los Angeles West Covina — Hotel in West Covina

AVOID. Incompetent service. Not guest aware. I booked this property (2 nights DBL/DBL). Arrive late the first night. As I settled in to sleep it sounded like a couple of Harley-Davidson bike outside the window which, at 1am, was annoying. A few minutes later, the sound of a blow dryer from the room next door. Sleep was not going to be easy. I rose to look at the window and realized the sound was the AC unit. (It off when we arrived) I sent a message to the desk that someone needed to look at the unit the next day while we were out because it was not going to allow me to sleep well. I had an early alarm. In the morning I reminded them of the need to address and the negative impact to my sleep (primary hotel function). Sincere apologies. That was all. ||When we returned on the second evening, I was told maintenence had worked on it. The hair dryer sound was replaced with the random rattle similar to a loose panel in your car. No pattern, just randomly annoying. My son fell asleep after a full day in the sun. ai called the desk to see if we could move to a different room. None available. They could send up “the night maintenence” guy. I explained that we needed a short rest before dinner. As I laid there listening to the deep bass rumble of the AC with the random rattle, I decided I was just done. Called my booking agency to see if I could be relocated. They were going to book me elsewhere. FFI West Covina would not refund the second night because it was too late in the day. Apparently Housekeeping is done at 6pm not that we had — any service performed or fresh towels delivered. (I digress). Expedia suggested I go the the desk and ask for the GM. Just then, the phone rang. Miracle! Choice of 2 DBL/DBL rooms. One person had changed to a King and released the DBL. The other was being held for an incoming guest. I ask why I couldn’t have taken that room earlier. Punchline: Housekeeping leaves at 6pm and there would have been nobody to remake the room. So I should go a second night of no sleep because nobody else can turn the room? Polite smile. I apologize. So, if you stay here and get crappy sleep and superficial service, don’t expect anything more than I sincere “I’m Sorry”…. I’m unclear if the franchisee actually is a lodging company. They don’t seem to know how to respond to issues. Oddly enough, she sent us to a room where the AC was also off and the room was 88. Wouldn’t you think she’d check the room first, turn on the AC and listen before bringing the keys? I won’t be back to the FFI. (Won’t go into some housekeeping observances). At least the new room has a quieter SANYO unit working away to...

AVOID. Incompetent service. Not guest aware. I booked this property (2 nights DBL/DBL). Arrive late the first night. As I settled in to sleep it sounded like a couple of Harley-Davidson bike outside the window which, at 1am, was annoying. A few minutes later, the sound of a blow dryer from the room next door. Sleep was not going to be easy. I rose to look at the window and realized the sound was the AC unit. (It off when we arrived) I sent a message to the desk that someone needed to look at the unit the next day while we were out because it was not going to allow me to sleep well. I had an early alarm. In the morning I reminded them of the need to address and the negative impact to my sleep (primary hotel function). Sincere apologies. That was all. ||When we returned on the second evening, I was told maintenence had worked on it. The hair dryer sound was replaced with the random rattle similar to a loose panel in your car. No pattern, just randomly annoying. My son fell asleep after a full day in the sun. ai called the desk to see if we could move to a different room. None available. They could send up “the night maintenence” guy. I explained that we needed a short rest before dinner. As I laid there listening to the deep bass rumble of the AC with the random rattle, I decided I was just done. Called my booking agency to see if I could be relocated. They were going to book me elsewhere. FFI West Covina would not refund the second night because it was too late in the day. Apparently Housekeeping is done at 6pm not that we had — any service performed or fresh towels delivered. (I digress). Expedia suggested I go the the desk and ask for the GM. Just then, the phone rang. Miracle! Choice of 2 DBL/DBL rooms. One person had changed to a King and released the DBL. The other was being held for an incoming guest. I ask why I couldn’t have taken that room earlier. Punchline: Housekeeping leaves at 6pm and there would have been nobody to remake the room. So I should go a second night of no sleep because nobody else can turn the room? Polite smile. I apologize. So, if you stay here and get crappy sleep and superficial service, don’t expect anything more than I sincere “I’m Sorry”…. I’m unclear if the franchisee actually is a lodging company. They don’t seem to know how to respond to issues. Oddly enough, she sent us to a room where the AC was also off and the room was 88. Wouldn’t you think she’d check the room first, turn on the AC and listen before bringing the keys? I won’t be back to the FFI. (Won’t go into some housekeeping observances). At least the new room has a quieter SANYO unit working away to...

DO NOT STAY AT THIS HOTEL!!!

MY LAPTOP WAS STOLEN IN THE ROOM!!!

First of all, my family and I live right across the hotel. We were forced to relocate into a hotel because our neighbor ran into our property. We decided to stay at this hotel because it had the best review of all the hotels near West Covina area. Everything was okay until the third week of staying.

The incident happened on the May 28th 2018. We came back from work and noticed that my luggage was left open and my brand-new dress was missing. Most importantly my laptop was missing. We were sure that we took the computer to the room, but we did not want to accuse the housekeeper of stealing my belongings. We asked the people at the front desk if they can check the footage of us taking the computer to the room. They advised me to talk to the front desk manager, Kenny Chui because they had no access.

Kenny Chui said he needs to review the footage of others entering the room. He did not have an access to the videotape, so he had to call the technician. However, he did not follow up with me, and I had to call in multiple times to reach out to him. VERY UNPROFESSIONAL. Once I was able to reach out to him, he said we took the computer to the room, and the only person who accessed to our room was the housekeeper. We ended up filing a police report because our computer was in LA when we tracked using Find my iPhone.

We also talked to the general manager, Christina Belvedere, and they said they would cooperate with the police and save the footage for us. HOWEVER, THEY DID NOT SAVE THE VIDEOTAPE FOR THE OFFICERS. Kenny Chui explained to the officer that it seemed like WE lost the computer, but we firsthand did not want to blame the housekeeper that was the reason why we asked if we can check our footage of taking the computer into the room and we already explained to front desk receptionists. The investigation is ongoing to trace the housekeepers, but I am writing this review just so that this will not happen to other people.

IF YOU DO NOT WANT TO LOSE YOU BELONGINGS, THEN DO NOT STAY AT THIS HOTEL. I DO NOT KNOW WHY THE REVIEW FOR THIS HOTEL IS GOOD!!! By the way, we are attaching the police report and the location of the computer!!! Thanks, Fairfield Marriot for unprofessionally handling this situation. One more thing! If I put this is on Yelp, one of the manager is probably going to put a comment saying "ohhhh this is wrong all that kind of stuff". DON'T TRUST IT. JUST STAY AWAY FROM...