Fairfield Inn Mission Viejo Orange County

I called to change my reservation dates but the young man, front desk representative, told me he was very busy and it would be easier for HIM to just cancel my reservation and credit my account. He said he was very busy at the front desk with a line of people and suggested I make the changes online. I asked if there would be ANY charges to cancel and he said no, if there are any problems just mention that we spoke. Well, I woke up two days later to discover he did not cancel it! I figured it was a simple mistake that a manager could undo. The manager told me that his employee was doing me a FAVOR and changed the dates (which he rebooked for the next day without my knowledge). I understood this to be a clerical error but the manager refused to assist me. I don't feel that its ok for front desk workers to make a clerical error and then lie about it to their managers at the customer's expense. I reached out to the Marriott customer service center who also requested that Fairfield refund me, in which they refused. I am willing to update this review if the Fairfield complies with the refund. I am cross posting this review to reach as many consumers as possible. Buyer beware of shady practices. Marriott has lost my decades long business.

My wife and I selected the Fairfield Inn in Mission Viejo because it is close to our daughter’s house. We have stayed at this hotel at least 10 to 15 times over the last few years. The hotel closed in the Fall 2024 for renovation due to a fire. I called mid-March to see if they were opening again on April 1st. They said early April was difficult, but they would be opened by April 25th when I planned to book the room stay. I went ahead and booked the room. So, we flew to Mission Viejo from Seattle on April 25 and I went to check in and the first desk clerk told me that the hotel was not open yet and that the hotel sent me an email stating that the hotel was not opened yet. I showed him a text that I received that stated my room was ready. He told me the computer system just sends those texts out automatically for confirmed reservations. I retorted that it would have been nice if someone would have called me so I could have made arrangements at another Marriott property. He responded I should have read my email. So, I asked him if he could help me to make a reservation at another hotel. He said the hotel’s computer system was down and could not access the Marriott website. I looked at his computer and he had 6 tabs minimized at the top of his screen. Four Marriott websites and two other sites were opened. So, he insisted he could not provide any service. I pointed to his cell phone and said, “You could use your cell phone”. He said he could not help me. So, I used my cell phone but could not find the Titanium Support number. I then asked him if he could get the Titanium Support number. He sighed and then went in the back and came back with the number. I called the Support number and spoke to a very nice customer representative that call the Residence Inn in San Juan Capistrano and was able to get me into that hotel. I then ask the front desk clerk if I can talk to the head manager. He said he was off that weekend (Fri, Sat, and Sun). I told the front desk clerk that I did not want to disturb the manager on his day off and he could just call me the following week. Well, it is May 4th, and I have not received a call from the Head Manager, even though the front desk clerk said he would call me. I gave the Head Manager a week to call me. he never did call me. The real issue is here is not even customer service. The real issue here is treating people with respect and politeness. I find it outrageous the way the Fairfield Inn at Mission Viejo treats loyal customers. I am a lifetime Platinum Elite Member for 30 years, a current Titanium member with over 2.3 million Marriott lifetime award points, with over 1240-night stays (or 3.6 years) at Marriotts. If this is the way Marriott treats its loyal customers, I hate to see the way the Fairfield Inn at Mission Viejo treats the regular Joe, the infrequent guest who just happens to book a room at this hotel for the first time. And to think this complaint could have been avoided with a simple 5-minute

Friendly staff and beautiful old building

Amazing stay