SpringHill Suites by Marriott Denver North/Westminster

Day one: Lost my cousin’s reservation. Luggage cart was broken. Pool was closed. Ice machines were broken. This all happened and was noticed before we got to our room. Day two: In our room we noticed a small sign that says they charge $12/day for parking. (This is stated on their website.) Doesn’t matter if they can prove that you parked there or not. If you arrive in Uber or a taxi you will be charged for parking. No soap in shower. Water leaking through wall in carpet. Pool reopened and my son and Neice were coughing, pink skin, pink and irradiated eyes. Took multiple showers, eye drops and tea with honey to feel better. They didn’t offer to move us to a different room. Never said they would try and fix the leak or call a plumber. Assistant manager TORRENCE said they couldn’t comp our stay because we made reservations through a third party, even though they had our credit card and could decide not to charge us for all the inconvenience with the pool. He promised to take off the parking few and didn’t. I asked if they could get us a free stay at another one of their sister hotels under the Marriott in the future and he said no. After I told the am about the pool I recommended he give new guests checking in a warning about the pool but it would be safer to close it. They didn’t want to do that and refused to close the pool. Day three: During breakfast I noticed spider webs and chipped paint in the dining room, see attached pictures. House keeping was every other day and they started knocking on doors at 8am and when you told them to come back later they would keep knocking. During checkout they charged my mom and dad for all the rooms even though we told them not too and spent some time fixing that. When it came to getting the parking fee taken off at checkout, Kelly at checkout just kept saying she didn’t know anything about and kept asking for our credit card. She wasn’t willing to call the assistant manager and ask. She just wanted our money. Didn’t ask how our stay was, no manners and no customer service skills.

I'm very disappointed. The phone didn't work, the remote didn't work, there was no internet. I called the front desk, was placed on hold for over ten minutes, no one ever called back. Customer service is sorely lacking. Ordinarily I am always pleased with Springhill, but this has not been a great experience. I sense staffing is an issue. I realize lots of hotels have the issue, but is that the customer's issue, especially when they are paying? They should be giving some compensation for poor service. Surely they are charging but not delivering.

Nice room nice stay. It was super quiet as there were hardly any quests, which was the reason for my lower rate most likely. The front desk was polite and helpful. The only complaint is that they hit you with a fee at check out. And my room was spotless. I'm one of those weirdos who clean the room before housekeeping comes to clean it. Lol. I am not a huge fan of "mostly hidden" fees, so for that reason, I will probably not return.

Day one: Lost my cousin’s reservation. Luggage cart was broken. Pool was closed. Ice machines were broken. This all happened and was noticed before we got to our room. Day two: In our room we noticed a small sign that says they charge $12/day for parking. (This is stated on their website.) Doesn’t matter if they can prove that you parked there or not. If you arrive in Uber or a taxi you will be charged for parking. No soap in shower. Water leaking through wall in carpet. Pool reopened and my son and Neice were coughing, pink skin, pink and irradiated eyes. Took multiple showers, eye drops and tea with honey to feel better. They didn’t offer to move us to a different room. Never said they would try and fix the leak or call a plumber. Assistant manager TORRENCE said they couldn’t comp our stay because we made reservations through a third party, even though they had our credit card and could decide not to charge us for all the inconvenience with the pool. He promised to take off the parking few and didn’t. I asked if they could get us a free stay at another one of their sister hotels under the Marriott in the future and he said no. After I told the am about the pool I recommended he give new guests checking in a warning about the pool but it would be safer to close it. They didn’t want to do that and refused to close the pool. Day three: During breakfast I noticed spider webs and chipped paint in the dining room, see attached pictures. House keeping was every other day and they started knocking on doors at 8am and when you told them to come back later they would keep knocking. During checkout they charged my mom and dad for all the rooms even though we told them not too and spent some time fixing that. When it came to getting the parking fee taken off at checkout, Kelly at checkout just kept saying she didn’t know anything about and kept asking for our credit card. She wasn’t willing to call the assistant manager and ask. She just wanted our money. Didn’t ask how our stay was, no manners and no customer service skills.