Fairfield Inn Mission Viejo Orange County - Mission Viejo, California

Saadeldin H.

I stayed at the hotel from 8th to 11th May 2024 for three nights. My experience was far from satisfactory.I arrived late and had to change rooms three times. I had booked a pool view room, but initially, I was told only a ground floor room was available and that the hotel was fully booked. After complaining, they admitted the hotel wasn't fully booked and moved me to a room on the second floor. However, the view was of the parking lot, not the pool view I had paid for. While I might have accepted this if I had paid less, it was not what I expected. I asked the receptionist for another room, and he finally changed it. I agreed to stay in the room with the parking view for the first night, hoping to speak to the manager, who was not available during my check-in.To my surprise, I was woken up at 8 am by a phone call from someone named Mohamed, claiming to be the manager. He rudely questioned how I dared to ask for the hotel manager at night and said that if I was only willing to stay for the first night, I had two hours to leave the hotel.This behaviour was shocking and unprofessional. I believe this Marriott is different from the standard I know, and it seems the manager got his position by luck or connections, not by experience, as he clearly doesn't know how to deal with customers.The breakfast was good, but the rooms were not clean and quite noisy. I found a dirty towel in the room and had to stay an extra night to find another place to stay. I strongly recommend anyone considering this hotel to avoid it. The staff lack training in customer service, and the manager set a poor example.If there were an option for less than one star, I would choose it.
I hope i check the reviews before booking it

Andrew B.

It all began with a last-minute landing at this property, and let's just say, it was a symphony of misfortune from the get-go. The lees than charming lad at the front desk seemed to have mistaken the hospitality business for a quiz show he wasn't prepared for. As a seasoned Marriott Bonvoy Ambassador, I thought I'd encountered every twist and turn the hotel world had to offer, but your property threw me a delightful curveball.||||Upon reaching out to the illustrious general manager, I uncovered the source of this low-key chaotic scean – a lack of leadership. Now, I'm not one to throw shade, but let's just say this fine individual seems to have missed the Marriott memo on basic policies, or perhaps he's just opting for a more avant-garde interpretation.||||Our delightful tête-à-tête with the manager showcased his unique approach to conflict resolution – a kind of "create first, diffuse later" strategy. It's an unconventional technique, to say the least. If this is how a Marriott Bonvoy Ambassador gets treated, I can only imagine the symphony of missteps awaiting the average guest.||||In conclusion, if you have the option, I'd recommend giving this property a wide berth. Even the basics that one might expect from a Marriott seem to be a bit too avant-garde for their liking.||||Wishing you all the best in navigating the delightful world of hospitality in 2024!

Maison P.

The Room Smells Like Urine.

We are staying here right now. June 13 & 14, 2024, in Room 516. If you ever stay here and get room 516, refuse to check in until they give you a new room. We told the front desk our first evening here and they said they would try and do something about it while we were out the next day. I don’t know if they tried or not, but if they did, they were unsuccessful, because our room still smells like someone urinated on the carpet and they never cleaned it up. Is the rest of the hotel nice? Is the breakfast buffet nice? Is the pool nice? Who really cares? Nothing else about the hotel matters if you cannot enjoy relaxing in your own room because the oder is so off putting. Zero/Ten. Do not recommend. Will not stay here again.

Gould R.

I had a week reservation in mid Apr 2024. This was booked/confirmed on the Marriott site about a month prior. I received a call from the GM Moe Kasfy around 6:30pm the night before I was to fly out there, & was told that I was banned from the hotel. He stated that I eat too much & stay in the dining area too long. When I stayed there previously, he yelled & shouted rude comments to humiliate, embarrass & bully me & deliberately did it in front of other hotel staff & guests (from his shouting, it seemed that he wanted to draw attention to himself). I might also add that I'm a 71 year old Asian American, & a physically handicapped Vietnam veteran. I was shocked at his statements, & said from what I understand, if you're going to ban a customer, the customer must receive written notice & served by a 3rd party. This was never done. He said this call was my only notice & to contact Marriott corp to cancel my res, & have them find me another hotel to stay. I called corp, & they said that the GM had already cancelled my res. Corp helped me find another hotel to stay for the week, & said they would take a formal complaint against this Fairfield. In regard to his comments, Marriott corp said that the breakfast is like a buffett. A person can take as much or little as they want, & there's no time limit as to how long a person can sit at a table. FYI: I'm only 5'7" & weigh 170 lbs, plus I'm 71 years old. I don't eat that much. However, I did point out to Moe that during this same time frame that he made these comments about me, I said there was a heavy set white couple, who ate a full breakfast at the table across from me, & when they were done, they each filled up 2 full plates each of food (total of 4 plates) & got on the elevator to go to their room. In addition, a middle aged white blond woman who had already eaten breakfast, was sitting at a table on her laptop. When I asked Moe if he said anything to them, he replied "No, & that it's not my place to talk back to him." All I'm supposed to do is say, "Yes sir, Mr Moe."||||In addition, since the GM had cancelled my res, I was surprised that my credit card was charged for a "no show" fee for a night's stay. I disputed w/ my bank, & after it was removed, it was put back on again a few days later. Once again I had to contact my bank.||||In my opinion, this GM (Moe) is nothing but a flat out racist, & likes to bully elderly & handicapped guests. To any visitors going out to OC, stay away from this hotel!! Too bad I can't give a zero score.

Megan S.

When checking in for our 3 night stay here I selected no cleaning service. The hotel staff took it upon themselves to go into my room anyways and refresh the towels. When they did this, they did not realize that a pair of boys swim shorts were under one, and they took my son’s swim shorts. Normally this would not be a big deal, but these were a birthday gift and name brand. As a single parent, this is a luxury item for my teenage boy. ||||When I confronted the front desk, they all were denying that it could have happened, and that I must be wrong, and asked me why the hanger wasn’t on the handle (it fell off, I found it under my door, shouldn’t have needed it after selecting my preferences at check in). Gaslighting at its finest. The manager Mo, spoke with me for 30 seconds and couldn’t understand why I would want to talk to him in this situation. He was extremely rude, dismissive, and acted like having a conversation with a paying customer was not part of his job description, simple “there is nothing we can do” and walked away.||||I came back down at checkout to see if they had any luck, and to ask how they were going to correct this error, Mo wouldn’t come back to see me, he told the front desk he was too busy. The people at the desk took my address and promised to ship them to me if found. ||||Fast forward a few hours, the shorts are found. My son and I are on our way back home to Canada so we are unable to come pick them up, but I was assured again they would ship them as promised. ||||Fast forward 2 weeks, the shorts are sitting packaged up on Mo’s desk (according to multiple staff), he doesn’t want to go out of his way to return my child’s property, and he won’t return any phone calls (this isn’t surprising after my first customer service experience with him). So Mo refuses to return a child’s property, stealing his birthday present at this point, and I am convinced just wishes I would go away. I’m not going to go away. ||||One thing I will say about this hotel: the rest of the staff are rockstars, they apologize for this whole mess, went out of their way to find them, are honest that they wish they could take care of it, I have so many good things to say about the rest of the people that probably don’t get enough credit for all that they do.

Pam W. K.

Although it was close to and only a 5-minute drive to my scheduled event by Uber, the window was small letting in no light- just noise from the freeway traffic swooshing by. The room was old, smelly, dark and depressing. The bathroom door in the room was so huge and heavy it blocked the pathway. The continental breakfast was "ok" as the coffee was good but the bananas has no flavor. The TV was too small to watch from the bed, the elevator lights to signal what floor you're arriving at were not working and the hallway carpeting was thin, worn, old and dark alongside patched pasted replacement wallpaper pieces on the walls?! I chose not to use the pool outside as it had no appeal but checkout was easy. I will not return.

Larisa B.

This is my first time staying here and at first things seemed to be good, but then my niece got sick and spit up/vomited some milk. I immediately told them about it and asked for gloves and cleaning products, but they told me to not worry about it, and someone would be to the room shortly to clean it. About an hour passed and nobody came. So we called again and they said to continue to wait and not worry, and that somebody would be coming soon. It was almost 8pm by this time. Nobody ever came and it was 3 hours later, about 930-10pm now. When we asked again, a guy working in the laundry room handed me gloves, a few Clorox wipes, new sheets, and some cleaning rags, and told me that housekeeping was gone already and that he would not help us change the sheets or clean the room. I did what I could to clean with what they gave me, and there were no stains after, but unfortunately it had been sitting for hours as they told me originally and several times thereafter to just leave it, and it would be fine and that somebody would come but nobody did and the one person there refused to do it. The next day I asked if somebody would come clean over it and they asked if I wanted a different room. They switched us rooms and then shortly afterwards called to explain they billed me $150 to my card for having to clean the carpet. All of this could have been avoided had they just given me gloves and cleaning products to begin with, or to actually come clean the room like they said they would but never did. Instead we had to sit in a room that needed to be cleaned due to a child getting sick which is really not something we planned, but they also told us several times to not worry about it. We had to sleep in the room all night and it had an odor to it. Had I known I would be doing my own housekeeping and being billed $150 for something I could have cleaned in the first place or something they could have done originally like they said they would, I wouldn’t have chosen to stay here. The carpets are dingy and old and need to be torn out and replaced anyway. I would not recommend staying here and will not return in the future as I don’t think that telling me not to worry about cleaning it and having us sleep in a dirty room and then billing me later to clean it is fair to do especially when I tried to clean it. They never once mentioned charging me until after they already moved us into a different room.

Claudia C.

Great location near Laguna Beach area. Gas station is right in front of the hotel. Rooms were spacious. The room facing the freeway is not something I would recommend to those who have issues sleeping due to sounds.