SpringHill Suites by Marriott Atlanta Buckhead — Hotel in Atlanta

The service of this place was amazing. I could never ask for a better service, and the breakfast was amazing and everyone was nice. Now, I do have some words for the room. The room did not look okay when we walked in, other than the sheets were crystal white and very clean except for the small dots on the 1st bed as you see in the 1st photo, but it wasn’t that big of a deal. Then we took a look at the couch. This was its own story. Under the couch, where the pull out sofa was; I noticed that there was a hair extension, or some sort of that weave under there as noticed in the 2nd, 3rd, and 4th photos. Also on the couch with a stain on one of the pillows as noticed in the 5th photo. On the TV stand, was some sort of sticky residue which I noticed as soon as I walked in which is the 6th photo. As I was looking out the window, I noticed something, caught my eye in the corner. It appeared to be some sort of blood stain on the curtain which honestly is a really big deterrent for most people and it’s in general nasty and that is demonstrated in the 7th photo. Another thing I noticed as soon as I walked in, was the fact that the lamp look like it was broken. Not like the lightbulbs or anything but physically broken as you will see in the 8th photo. Another thing I noticed about the room was that half the lights either flickered or barely worked. The general quality of the room could’ve been a lot better. As you will see in the 9th photo; that probably could’ve been cleaned with all purpose, general cleaner and a rag. I also noticed that there were NO maids anywhere on the floor that I was on. And the icemaker didn’t work on any of the floors below us or the one above us. Mind you we were on the 8th floor. We had to go to the 10th floor for some ice. As you can see in the 10th photo, right outside our door was a big stain on the carpeting. It also seemed like in any of the halls was a vacuumed floor. Another thing I noticed as soon as I walked into the room was the nice big stain right next to the TV stand on the carpet, as you will see in the 11th photo. All of these photos were taken at the same time as we walked in except for the weave/extension under the couch and the fire extinguisher. It also looked like the floor wasn’t vacuumed at all. I’m not going to be staying here again. I would've rated this 0 stars but it gets 1 for the amazing service because that made it seem a lot better. Other than that...

I usually have nothing negative to say about a hotel, but from the moment I arrived at this one, I knew it would be a problem. Standing at the door with three bags of luggage, I had to buzz just to get inside. A woman answered and, instead of a standard greeting, bluntly asked, “Can I help you? What do you want? Why are you here?” Rather than respond with the same attitude, I simply asked if there was any possibility of checking in early, acknowledging that it might not be an option.

After what felt like a game of 21 questions, she finally let me in. When I reached the front desk, I saw her speaking about me to the young man checking me in, leaning over his shoulder as if she had already told him how to handle me. The employee was polite but immediately pulled up my profile and said, “If you want to check in early, it will be a half-day charge on top of your rate.”

Mind you, this is a three-star hotel in Buckhead, priced significantly lower than the five-star options. I told him he would be better off simply saying there was no availability rather than trying to upsell me. As a Marriott member for nearly 10 years, already reaching lifetime status, the last thing I expected was to be treated like I didn’t belong there—let alone like I was a criminal trying to break in early in the morning.

SpringHill Suites is typically a reliable option, whether traveling alone or with family. In my case, I booked it because it was affordable. One thing Marriott is known for is enforcing its franchise locations to uphold a standard of customer service, but this property completely failed.

I canceled my reservation on the spot, walked to a five-star Marriott property, and was immediately greeted with a breakfast voucher, an apology for my prior experience, early check-in at no extra charge, and a thank-you for my loyalty.

I never got the woman’s name—she wasn’t wearing a badge, and I figured she’d lie if I asked—but she should never be allowed to interact with customers. The experience she provided was so bad that anyone with self-respect would refuse to...

The hotel was not what I expected and also I read that it was $75 for a pet, a day before we arrived we received an email stating that it would cost $125 and that the pool would be closed due to covid. My 9 lb dog remained in the cage the entire time. We are members and the breakfast was not what we expected. We all were given 1 sausage patty, a quarter of a waffle and eggs. If the hotel had a food shortage, than they should have not charged us so much. We have been to other Marriotts before we had a membership and things were not like this nor as disappointing. We even stayed at the marriot during hurricane Harvey and the accommodations were much better. Our room was only cleaned if we asked. No one brought fresh towels, or new trash bags. I asked for trash bags via the app and never received them even though they said they would bring them. Also at check we were if we would like a wake up check out call and we did not receive one. As we checked out we were told by the front desk that she worked at several properties and that they don't do that. She also went on to state that the person who gave me that information was incorrect. Like I've stated before we have stayed at multiple properties and they have. Around 12:30 someone came and knocked on our door and told us that we were supposed to have checked out around 12, but yet our reservation said we had a late check out of 2 pm because we were members. When I mentioned it to the front desk she said that they can't see when we're supposed to check out and that that's why they asked. I will not book at Spring hills ever again. We booked a suite that pretty much was the same size as my master bedroom at home, which is unacceptable considering that our booking was for 6 people (2 adults and 4 children). Businesses can not continue to use covid as an excuse of why they can't take care of their customers. I work in health care and what we witnessed seemed more like the hotel having a shortage more that the hotel adjusting due to covid and attempting to maintain other safety...