Nina´s - Juan Santamaria

I want to call out Esteban's thoughtful service. He was attentive and professional, and took the initiative to sort out my early breakfast the next morning without me needing to ask or follow up. He genuinely cared about fixing the problem, and showed the kind of hospitality I expect from a Marriott property. My check-in experience with Marilyn was disappointing. I arrived a little after 2 PM, knowing the official check-in time was 3 PM. Marilyn said my room wasn't ready and that someone would come get me in about 30 minutes. More than an hour passed with no update, so I went back to reception. I explained what had happened to Esteban, and he immediately looked into it. Marilyn's response was essentially, “Oh no, it’s fine, give her any room,” leaving me wondering why I had been asked to wait for an hour at all. The unclear communication, dismissive tone and inconsistent information from Marilyn fell short of the standard I've consistently experienced at this brand. Respectful, transparent service should be standard for every guest. This interaction felt careless and poorly handled. I believe it should be addressed, and that Marilyn could benefit from more training in guest communication and service standards. Aseniya Queen

I chose this Fairfield for its airport location and a good rate for Bonvoy Elite members. We stayed twice in November, a little over a week apart, at the start and end of our Costa Rica trip. After the first stay, I noticed the promotional points included in the rate hadn't been credited. When we checked in for the second stay, I raised it with the front desk and was told they'd look into it. I reminded them that I'd booked that night with the same rate. At checkout the next morning, I asked again because I hadn't heard back. The second stay later posted without its rate bonus points either. I reported it to Marriott and expected it to be resolved within a few weeks, since these things can happen. The hotel's first response was to add the 500 points Bonvoy members get for checking in, which hadn't been added for either stay. They didn't mention the extra points tied to the rate. Marriott initially didn't understand that each stay had two sets of bonus points, but we cleared that up on a phone call in late November. I was told it would be sorted within five business days. A few days later, the hotel credited the missing points for the first stay and emailed me about it. I followed up directly to point out that both stays were affected and ask them to process the second set too. Then, silence. After many calls and emails with Marriott, I got a message just before Christmas saying the issue would be resolved and to allow another 3 to 5 business days. Three weeks have passed since then, and my follow-up emails to Marriott and the hotel have gone unanswered. I know this is a first-world problem and may sound entitled, but the rate was offered and I'm only asking them to honor it. Having to chase this for two months says a lot about how this location cares for its traveling clients and Bonvoy members. For a future San Jose trip, I'd recommend the Courtyard Marriott next door or the AC Hotel a few minutes away. The AC is simply spectacular and can fairly regularly be found for the same price.

The hotel breakfast was strangely one of the best I've ever had. Still, I expected more from a Marriott property. On two recent stays, both booked online and confirmed by phone in advance, I requested a pack n' play crib for my daughter. Neither time was it there at check-in, and when they brought it, it had no extra sheets. The shower door in my room was broken and I had to fix it myself, and there was no hand soap at the sink.

Good value for an airport hotel, about a five-minute drive away. Staff were friendly and welcoming even at midnight check-in. There's a dedicated parking space, or if it's full, they'll accommodate you in another protected lot. The room was clean and spacious enough, and you need your room key to operate the elevator. Breakfast was decent, better than Hampton Inn by Hilton. The papaya was delicious! There's an ATM in the building across from the hotel, Walmart on the next block, and good WiFi.