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“Excellent Customer Service and Prime Location!!” 5 of 5 stars
Review of Fairfield Inn & Suites San Francisco Airport

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Fairfield Inn & Suites San Francisco Airport
3.0 of 5 Hotel   |   250 El Camino Real, Millbrae, CA 94030   |  
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Ranked #7 of 7 Hotels in Millbrae
Norcross, Georgia
1 review
“Excellent Customer Service and Prime Location!!”
5 of 5 stars Reviewed July 3, 2013

My stay at this hotel was absolutely wonderful! The hotel provides excellent customer service! The location was perfect for my vacation! The complimentary shuttle from the airport was very convenient.The breakfast was definitely a great addition to the many positive attributes of the hotel. We were easily able to get to all San Francisco attractions via the Bart just a few blocks away! Joleen at the front desk was extremely nice and helped us find a great thai restaurant across the street! (Thai Stix ) Our room was very cozy and relaxing This hotel will definitely be my first choice for all future visits to San Francisco!

  • Stayed July 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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313 reviews from our community

Traveler rating
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (56)
Date | Rating
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English first
Asheville, North Carolina
Senior Contributor
46 reviews 46 reviews
15 hotel reviews
Reviews in 28 cities Reviews in 28 cities
16 helpful votes 16 helpful votes
2 of 5 stars Reviewed June 30, 2013

My wife and I had a bad experience at this hotel last Thursday.

Positives:

The hotel was in a good location in Millbrae. A shuttle runs to the airport about every half hour. There are a lot of eating places within easy walking distance (we recommend The Fiddler's Green, Irish pub, just across the street).

Negatives:

After checking in about 4 PM, I tried to use my IPad to connect to the WiFi. After many tries, I just couldn't get it to work. Following the suggested procedure, I called technical support via a button on the hotel phone. I was 45 minutes with the tech support, without resolution. I did discover that I could connect if I was near the door of my room, but not on on the side near the bed and windows (where I wanted to use the connection). The tech guy said he would contact the front desk and that those folks could then call me with suggestions - including possibly changing our room. I waited 10 minutes, then went down to the desk & asked the young lady if she'd heard from the tech person. "Yes", she said. "But we can't offer you another room because we're full". I said it was disappointing not to have access to WiFi as expected. With a pasted-on smile, she replied, in a perfunctory matter, "Sorry about that" - and asked the next customer to approach the desk. She displayed no empathy.... none...

Then I tried to print boarding passes for our flight on the equipment in the lobby. The printer didn't work - and indicated it was out of toner. "We've got it on order - it'll be in tomorrow", I was told. Same young lady, to her credit, printed them up for me using the office computer and printer.

Our flight was changed the next morning by the airline - so I needed new boarding passes. New lady behind the counter. She somewhat reluctantly agreed to attempt to print them up for me using office equipment. While I was waiting, another guest asked about making a copy. She was told she could use the lobby's printer, but that "it might not make a very good copy because the toner is low". I helpfully told the guest "it won't make any copy at all". I was given a resentful glance by the staff member. The reader must trust me when I say that, in all communications with the staff of this hotel, I spoke in a calm and respectful manner. In the meantime, the computer behind the desk was hanging up, and I was never able to reprint our boarding passes.

So... WiFi did not work properly, the lobby's printer had been allowed to run out of toner with no replacement on site, the office's computer would not properly navigate the airline's site (I was told "We've been having some problems with it"), and I found the two staff members I'd come in contact with to be unsympathetic... at best. In addition, on the floor of our room I found a candy wrapper on the floor by our bed, and a single slipper and shoe box under the small sofa.

This place is not managed well, and the staff is not customer oriented. I am not hard to please, but Fairfield Inn & Suites in Millbrae left us feeling resentful. Over the years, I've found Marriott properties to be very well run. In our experience, this was an exception.

I know not everyone can be pleased, and that some folks are unreasonable. But, in reading over previous negative reviews, I've noted that even the management's responses to these reviews tend to be defensive rather than apologetic... which reinforces our own experience with the staff.

  • Stayed June 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed June 27, 2013

This hotel was okay. I was expecting a whole lot more given the price per night. It was very close to the highway and the airport so I was happy about that as well. There is a bart that is about 2 blocks away and will take you all the way to the pier. It was very easy to get to the airport and the pier since we rented a car and we didnt seem to be that far away from everything. Rooms were clean and breakfast was free. I was expecting a little more for the price but all in all it was okay.

  • Stayed June 2013, traveled with friends
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Columbus, Ohio
Top Contributor
130 reviews 130 reviews
79 hotel reviews
Reviews in 74 cities Reviews in 74 cities
55 helpful votes 55 helpful votes
1 of 5 stars Reviewed June 24, 2013

As if $219 a night wasn't bad enough, I also had the pleasure of having the night clerk hang up on me while I was reporting a noisy neighbor at 2:30 a.m. I will not be back. The rooms are small and very narrow. Not comfortable at all. Thankfully it was one night. Parking is $9.95 a night. Taco Bell right next door for a quick dinner.

Room Tip: Stay somewhere else.
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  • Stayed June 2013, traveled on business
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Janice250, General Manager at Fairfield Inn & Suites San Francisco Airport, responded to this review, June 26, 2013
On behalf of the entire staff at the Marriott Fairfield Inn & Suites SFO, we would like to thank-you for your stay and comments. We will research your complaint. We take guest service very seriously, and our hotel is known for its spacious and quiet rooms. In fact, all of our rooms have a separate sleeping and living area with two televisions and a microwave and refrigerator in each room. Our rates are very competitive with other hotels that have a similar level of quality. As there are other cheaper hotels in the market, these hotels do not have the quality and amenities that our hotel offers.
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Williamsburg, Virginia
Top Contributor
237 reviews 237 reviews
21 hotel reviews
Reviews in 65 cities Reviews in 65 cities
78 helpful votes 78 helpful votes
4 of 5 stars Reviewed June 24, 2013

Located in Milbrae a very nice community with shopping, food, etc in walking distance to the hotel. It is quiet for its close proximity to the airport. Rooms are nice, big and clean, parking is available on sight for a reasonable amount. A complementary shuttle is available to the airport. There is a spa available but no pool.

Room Tip: Higher floor on back side of hotel
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  • Stayed June 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Granite Bay, California
Top Contributor
81 reviews 81 reviews
19 hotel reviews
Reviews in 39 cities Reviews in 39 cities
50 helpful votes 50 helpful votes
2 of 5 stars Reviewed June 18, 2013

We checked in on a warm night for a two-night stay and were greeted by a nearly surly desk clerk. We were told that, even though there is a parking lot/garage for the hotel we would have to park on the street. It was not possible to find a parking place until we were two blocks away.

Then we got to our room on an unusually warm even only to find that the air conditioning was not on. I looked for the thermostat and read the directions, pushed every button I thought I was directed to push and nothing happened. I called the surly clerk and told him that the "thermostat" does not seem to work. He said, "Did you turn it on?" I explained that I tried everything the instructions said to do, but had no luck. He said he would send someone who surprisingly arrived within a couple of minutes.

The maintenance man went directly to the unit AC unit not the thermostat and informed me that the thermostat was not connected. He fiddled and adjusted the unit and got the air conditioning to work . . . for a few minutes. I called the desk again and the same maintenance man returned, fiddled with the unit again, and apparently got it working again. He assured me that it would run all night and that I would have no more problem with it.

We went to bed and I was awakened a couple of hours later because the room was hot, muggy, and extremely uncomfortable. I looked at the running unit and felt warm air blowing from it. The maintenance man had merely turned the fan on instead of actually fixing the AC unit. In my book telling me it was fixed was an outright lie.

The next night we were lucky enough to find a parking place at the front of the hotel, but had a bit of difficulty getting into it as we had to "jockey: around a couple of police cars because they were confronting a woman who looked a lot like a hooker. Nice security in this hotel.

  • Stayed June 2013, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Janice250, General Manager at Fairfield Inn & Suites San Francisco Airport, responded to this review, June 26, 2013
On behalf of the entire staff at the Marriott Fairfield Inn & Suites SFO, we would like to thank-you for your stay and comments. We will research the issue concerning the broken air-conditioning unit. However, we respectfully disagree that our maintenance person lied to you. This individual has been with the hotel for over five years and is known for both hid honesty and sincerity. If the unit was not producing cold air at the time that he was in your room, it would have been known to all parties present. Unfortunately, machinery does go out from time to time without notice despite the fact that the hotel does adhere to a very strict preventative maintenance program. Further, we will research your complaint regarding parking since the hotel does have an underground parking for a nominal charge. We hope that you will return to give us another opportunity to earn your business.
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Arlington, Virginia
Senior Contributor
44 reviews 44 reviews
36 hotel reviews
Reviews in 29 cities Reviews in 29 cities
25 helpful votes 25 helpful votes
3 of 5 stars Reviewed June 17, 2013

Had a very quick trip here after landing at SFO. Complimentary shuttle to and from the airport is nice, and the free breakfast is a nice touch as well. Rooms are large and clean, typical for a Fairfield. Would recommend for a quick stayover while in transit.

  • Stayed June 2013, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Fairfield Inn & Suites San Francisco Airport

Address: 250 El Camino Real, Millbrae, CA 94030
Location: United States > California > Millbrae
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Shuttle Bus service Suites Wheelchair access
Hotel Style:
Ranked #7 of 7 Hotels in Millbrae
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Fairfield Inn & Suites San Francisco Airport 3*
Number of rooms: 85
Official Description (provided by the hotel):
The new Fairfield Inn & Suites by Marriott is conveniently located just one mile west of San Francisco International Airport and twelve miles south of Downtown San Francisco. The property is within minutes of popular attractions such as Candlestick Park, AT&T Park, Fisherman's Wharf, Pier 39, Union Square, and the Golden Gate Bridge. Silicon Valley and Oakland are only twenty minutes away.Complimentary amenities with each stay include Fairfield Inn's signature Early Eats Breakfast Buffet, free airport shuttle service and free printing, faxing, and copying services in our Business Library. All of the hotel's guestrooms are oversized and have a separate living and sleeping area that are decorated in warm contemporary colors. Each room is equipped with free high-speed internet access, two 32" flat panel televisions, a microwave, a refrigerator, and a large executive desk with an ergonomic chair. After a hectic day of travel or business, guests can unwind in the hotel's therapy outdoor whirlpool spa or workout in the hotel's fully equipped executive fitness room. The Fairfield Inn & Suites by Marriott's also within a very short walking distance to both historic Downtown Millbrae and the Millbrae BART and Caltrain Station. Historic Downtown Millbrae has a large collection of boutique and antique shops, restaurants, spas, national retailers, and entertainment. The Millbrae BART and Caltrain Station provides convenient and inexpensive Caltrain and BART train service to Downtown San Francisco, Oakland, Berkeley, and the Silicon Valley. Additional recreational activities such as golf, biking, hiking, rock climbing, and sailing are nearby. San Francisco and Napa tours can be booked from the hotel with free round-trip tour pick-up and drop off service from/to the hotel. Park Stay and Go Packages are available that include a one night stay with all amenities plus up to fourteen days of additional parking. ... more   less 
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Also Known As:
Fairfield Inn & Suites San Francisco Airport Hotel Millbrae
Fairfield Inn And Suites San Francisco Airport
Quality Inn Millbrae
Quality Hotel Millbrae

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