SpringHill Suites by Marriott Bend — Hotel in Bend

Facility and rooms are nice. Great location. But will not be staying here again. It felt like they were reaching into my pocket for more money constantly. Just want an honest hotel and to relax. Very annoying. They charge you $20 per night just to park your car in the hotel parking lot, which was not disclosed when I made the reservation. Had to go park on the street while their parking lot was mostly empty to not reward their deception. There are no drinking fountains, but the $5/bottle of water is obvious and abundant in the room. And there are ads for their credit card on the desk in the room. But the bottles of shampoo and body wash in the shower were empty. Of course you don't know that until you are in the middle of your shower. Just want a hotel that is honest, does the basics well, and provides an easy stay without hassling you. Unfortunately, that is not this one.

After company response to review:

I refute that additional separate parking fees were evident when making the reservation. (why would they be separate anyway??) I highly doubt the truth of the response on normal access to water to drink.

I asked staff in the lobby if there were any drinking fountains in the hotel or any filtered water dispensers (couldn't find any, no signs, staff apparently couldn't identify them either). I was directed to the soda/juice machine in the far corner of the lobby - that I would need to use the 'water only' dispenser on that machine. I forgot to mention that we were put in a room right above the lobby and adjoining a room with a family with small children, when most of the hotel was empty. Bad on me for not specifically requesting something quiet, but would have been nice if they were just thinking of their guests and adjusting to make people's stays pleasant. With it so empty I didn't think to need to ask for something that would be quiet. I also didn't previously mention the marked 'learned helplessness' type of responses from staff when:

1. I protested the surprise parking lot additional fees -- like he had heard it a thousand times before, was sorry, but there was nothing he could do but suggested that the street parking might start to have some openings as it got late (9pm),
2. when my patient wife had hit her limit after being left in the shower without shampoo or soap on top of the other things, and at checkout nicely asked for a discount on our charges, we were told that shampoo and soap were luxury items and not part of basic hotel services and that they couldn't do much by way of discount because the problem could have been easily resolved if we had just notified the hotel. My wife tried to point out that it is rather impossible to notify the hotel and have it resolved while naked and wet in the middle of a shower, but the staff member was in automated teflon mode and was not accepting this fundamental reality. They repeated their prior response that it was our fault for not notifying them and it could have easily been resolved if we had done so. They said the best they could do was a $5 discount. Hotel...

The room was fine, average, but the problem is that I can't support a place that is scamming extra money out of their guests. My problem is the $10 parking fee per night. I didn't look to see if there was a parking fee, because there is nowhere a hotel could be in Bend that justifies charging a parking fee. Parking fees are for large downtown areas, typically in parking garages with limited space. This hotel had plenty of space for a full hotel of guests parking. There is absolutely no excuse for charging to park here.

Even if you're going to ignore that, you can't ignore the fact the fee is buried. I didn't learn about it until I checked in and was told there was a fee. I never would have reserved a room here had I known this. I checked after checking in, and there is nothing in the reservation process that mentions the fee. I finally found it in the confirmation email, but it was very buried on that email. The email lists the confirmation details, hotel details, price, and then several ads for Marriott before then listing the price details again and then, at the very bottom, mention of the parking fee. The fact the email repeats itself regarding the pricing tells me that they know what they're doing, and are purposely trying to bury it. The fee is even cut off when viewing the email in Gmail; it's so long that you have to click on it to see the whole thing. Not a chance I would ever return here.

Here's the normal review: You can feel the springs in the bed, and it was uncomfortable. The mirror was dirty. The shower was hard to get the right temperature, and had the option of being stabbed with pins and needles, or a small stream. The soap looked like it had been run over by a truck, and it seemed like the lotion was used. I requested a high floor, and was given the second floor.

Specific details: Comparison to others in chain: Unknown, probably average for Marriott, but I haven't stayed at a Springhill Suites before. Internet: 5/5, unstable Breakfast: N/A Room: Nice, big, but door to bathroom is annoying Cleanliness: Average Bed: Average Bedding: Heavy, good Shower: Difficult to control temperature, stinging Hard water: Slightly Location: Good - close to a nice area, not far from downtown Noise: Pretty quiet Staff:...

I rarely write reviews, but my stay at this Marriott was so disappointing and frustrating that I feel compelled to share my experience. This was by far the most unprofessional Marriott I've ever stayed at.

To start, the management is a serious issue. They seem to be disinterested in helping with even the most basic requests and seem very intersted in cutting corners. TERRIBLE MARRIOT EXPERIENCE. For example, they don't have to go silverware for morning breakfast and only offered a plastic fork when I brought a meal home for dinner. The housekeeping team was the only redeeming factor, as they were friendly and professional. However, everything else was a disaster.

Here’s a list of the major issues I encountered:

Lost Item: A jacket was misplaced, and when my guest called to inquire about it, they were told they couldn't ask because they weren’t the registered guest. The jacket was never returned, and I felt completely ignored and dismissed by the staff.

Humidifier Request: I requested a humidifier, and was told they don’t provide them. Other hotels in the area, including other Marriotts, offer them without issue, so this was just another instance of poor service.

Reservation Issues: I was initially told I could leave a day early, but then the management canceled the arrangement. When I called back and said I’d return, they insisted I could cancel again, only to call later with more contradictory responses. It felt like a game, with no clear communication or resolution.

Terrible Customer Service: The manager told me they didn’t like my attitude and hung up on me several times. When I called back to follow up on the lost jacket, Rebecca at the front desk echoed the same sentiment. The entire experience was passive-aggressive, and I felt as though the staff were more interested in arguing than helping.

In conclusion, this hotel has a deeply toxic culture that seems to start at the top with management. I will never stay here again and would not recommend it to anyone. The lack of professionalism, poor customer service, and failure to resolve simple issues are unacceptable. Corporate should definitely look into the practices at...