Fairfield Inn & Suites by Marriott San Francisco San Carlos

The staff at the front desk during both check-in and check-out were delightful and kind. The overall cleanliness of the property was satisfactory, although it was apparent that some updates are needed. The furniture in the room appeared to be on the older side, and the lighting at the bathroom sink was noticeably dim, which made it challenging to get ready. Despite these observations, I must acknowledge that everything was adequately clean, and the staff members were wonderful. However, I have experienced friendlier service at most other Marriott hotels where I have stayed in the past.

PROS. Check in and check out was fine. Nothing out of the ordinary for that. The room was big and clean. The manager left a nice note for me for when I got into my room so that was a nice added touch. Parking was also fine. The staff at the front desk was friendly. They always said hello when I returned from work every day. Water pressure was good. It is also close to a restaurant called HOBEE’S. I had their breakfast everyday I was off. FYI, They close at 3pm. CONS. And this is me kind of nit picking. I thought The pillows were very small for the bed. I put 2 water bottles in front of them so you can kind of get an idea of how small they were. With that being said they were still nice and fluffy pillows. Maid service came and I guess they changed the sheets but when they did they made the bed up with the tag to the TOP of the bed and the sheet was flipped on the wrong side. That is just a pet peeve of mine. THE TAG GOES TO THE BOTTOM of the bed. NOT to the top. Breakfast was hit or miss. As you can see some days the choices were very limited and the bananas were small and VERY ripe. Some days there were scrambled eggs which I found tasty. The omelettes not so much. They tasted like it was made with a pound of butter. If that’s your thing then it would probably be good. They also had boiled eggs. For me I don’t like already peeled boiled eggs. I like to peel it myself. Again. This is a ME thing. I’ve been told I’m kind of picky🤷🏽‍♀️. There was only 1 elevator for 3 floors. I never had to wait so that wasn’t a big deal. Until I had to check out at 3 am for a flight with 2 suitcases 2 backpacks a lunch bag and 2 toiletries bags. I get to the elevator and there is a sign that says OUT OF ORDER 😠 . Needless to say to say I had to take the stairs. Not a good experience. I was not a happy camper to say the least. I stayed here for 17 days and despite the elevator mishap I would stay here again.

This hotel needs to train their employees better. I called because they billed me instead of the my co-worker. I was told at the time of check-in that my card would not be billed. They ended up billing me any way. I called and talked with their front desk staff. She started to get really hostile so I asked for a manager. She said that their manager was not in today and hung up. I called back and asked for a manager again she then told me she was out the rest of the week. I then had to ask if they had any other managers and she finally told me that she has one coming in at 3 and I could call back then. She made no attempt to right the wrong and basically told me she wasn't going to help me or direct me to someone that could help me resolve the problem. I normally don't leave reviews but this has to be one of the worst customer service experience I have ever had.

Never disclosed parking fees. Only found out when saw the charge on our credit card statement much later. Hotel has never responded to inquiries, and parent company Marriot just says we should have read it in the small print on the website (we booked via Hotwire so didn't even know what hotel until we had committed). It was not disclosed when we checked in, and we asked if there were any other charges than the prepaid room. Pool was broken and murky. Laundry room vented steam into room, soaking walls. WIll avoid Fairfield Inns in the future, and will stick to Hilton brands instead of Marriot from now on.