Fairfield Inn and Suites, Ontario, California / poor room(s) condition, lack of housekeeping & manager dismissed issues

Ontario, CA, United States

I reserved a king room for October 19th thru 22nd at the Fairfield Inn, Ontario at 3201 East Centrelake Drive. We arrived about 10pm, checked in and received our room key,
when we walked in the door of the room and immediately noticed a "squeal" coming from the AC unit (which was already running), we tried different settings but the sound continued, we went back to the front desk asked for a different room, they found us another room without question. Issue #1 - maintenance of AC unit in first room.
The new room was a double queen room (#340) on an interior corridor with card access only. The AC unit was fine. We settled in for the night. When we attempted to plug in our cell phone chargers we discovered that the plug in the light fixture over the desk is worn out (prongs won't make connection), same with the plug next to the bed on the window side. The next day, since we had not really had time to dirty the room overnight we placed the "no service needed" card on the door. Upon returning to the room and taking showers we noticed the bathroom door was cock-eyed and wouldn't latch, the tub drain was clogged and draining very slowly.

I brought these issues to the attention of the front desk staff but requested they not fix these issues until after our stay. During our stay we had to have our room keys replaced 3 times because they kept "forgetting" their programming. We were very careful to keep them away from the cell phones but it still happened. The second day in the morning about 8am we took the "no service needed" card off the door and went to breakfast (which was very well done), we left for the day at 10:30am, no cards on the door expecting the room to be cleaned, we returned at 8pm to find the room had not been cleaned! We went to bed, next morning we left about 11am,
again with no cards on the door, housekeeping was servicing the room next to ours (#338) as we left, when we returned at about 4pm we found the room again had not been cleaned! My wife had a migraine headache and needed to sleep before dinner so the "do not disturb" card was put on the door. I went to the pool which was clean but too cold (staff later told me they keep it at 70F) for this time of year when the sun is not as warm. While I was at the pool my wife was disturbed by the maintenance people apparently coming to investigate the issues I had reported to the front desk but specifically requested not be addressed until after our stay. This was our last night so there was no time to get the room cleaned when it was not going to inconvenience our stay and by now it was about 6pm. When I went down to return the rental car and get dinner I spoke to the front desk, the gentleman concerned why our room wasn't cleaned so he checked the housekeeping logs, came back and said there was not "DND" notation for our room so he could not explain why it wasn't cleaned. He took $20 off the bill for our inconvenience (not much for missing 2 days cleaning but it was "something"). Next morning at 5am when we were checking out the front desk lady asked how we liked our stay, we were honest with her, told her of the issues, since a manager was on duty yet and she was very concerned, she said she would send an email to the manager about our experiences, she gave me a printed copy of the bill and told me she would not charge us until the manager had reviewed the situation. After our flight home I found an email at 6:25am with another copy of the SAME BILL showing our CCard had been charged with no adjustments or notations, then later in the day about 3:45pm I received another email with the another copy of the same bill (exact), again no adjustments or notations...I was confused why I got 2 copies of the same bill with not changes or apologies, etc...I decided to call and ask for the manager, a woman came on the line, probably identified herself but I did not catch her name, she said she was a (or the) manager, I recounted the issues, she looked at bill, then checked the housekeeping log and told me the log notes showed "DND" sign was out both days (which is impossible!!!), she further pointed out the $20 adjustment already made and basically said that's all she can do. I told her we are Marriott regulars, we usually stay at Springhill Suites and the only 2 times we have stayed at a Fairfield Inn have had issues like this. I almost dropped this out of disgust but I am someone who believes in truthfulness and honesty...when I thought about this manager's comments in my phone call, how she nicely dismissed our issues and then indicated to me regarding the housekeeping logs that someone on the hotel staff is not being truthful, I know what when we did or did not put out
the DND or DNC cards, one member of the staff read the logs and what he found agreed with what I know happened and now after our stay this manager is telling me that the logs show something different that makes the fact our room was not cleaned during our entire stay of 4 nights our fault!!! I have an issue with this!!! I did some online research and I am not sure who the real hotel manager is but it appears that I may have been speaking during my phone call to Front Desk Manager, Stephanie Loeys, who according to other guest comments has dismissed their issues as well in the past...The hotel's comments to another guest's review was made by another person, John M., identifying himself as "manager"...I have tried to figure out who the real manager of this particular hotel luck...

  • Updated by MLM1977, Oct 28, 2018

    The cost of the room (smaller than other Marriott hotels, no closet, a single sheet printed page rather than the typical hotel/local amenities booklet) was commensurate with other Marriott hotels we have stayed at that had more on-site amenities, so not receiving good cleaning service to me is a major part of the room charges.

Oct 27, 2018

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