SpringHill Suites by Marriott Chambersburg — Hotel in Chambersburg

I just encountered the rudest hotel front desk receptionist in my entire adult life. Her ID had Sandra on it. ||I was one of the early guests when this hotel was newly built; I vaguely remember it having a nicer ambiance and being new, so after a hard day’s work, I bypassed all the other hotels in town to come here for rest.||I walked in to simply inquire if they had rooms.||My question was met by a finger pointing by the receptionist, stating “hold on I’m serving this woman over here and I will be with you when I am done” ||I told her “I am just asking if you have room”||I was taken aback by the manner of the response and overreaction, since I was not there to wait and check in but to simply enquire if they had rooms. I called my wife and told her about her attitude, she advised that I go to a different hotel but I did not listen.||I proceeded to get my luggage, and when it was my turn, I explained to the receptionist that I was taken aback by the nature of her response/overreaction.||She proceeded to say “you don’t know me, I’m not the person that you are saying I am, don’t judge me, you are having a bad day, you are being rude to me, I have a right to deny you a room; among other things”||I told her “if this is how you are going to treat a guest, then she was in the wrong profession and asked her to exercise the right she claimed she had to deny me the room. ||She proceeded to be argumentative, again telling me I’m treating her rudely, none of which is true of course because I maintained a calm voice and just questioned why she was behaving that way and overreacting. ||By this time, I am recording everything on my phone.||I did give her my ID to see if I qualified for any special discount.||After looking things up, she says nothing, check me out, gives me the key; does not give me directions to the hotel elevators or my room. ||On my way to find the elevator, I ask the cleaner on duty who was nearby; to show me the elevator. He pretends not to have heard me even though I was in close proximity, I had to ask him three times before he gave a partial response and just brushed me off.||By the time I get to the elevator, I run the whole experience through my head and realize how disrespected I had been treated as a guest.||So I walk back and ask the receptionist why she did not inform me about my final cost, nor give me the directions to the elevator or my room. ||This time she steps back, raises her voice she’s yelling, “you can leave, I can call the cops, I can call my manager”||I told her in a calm voice that I was only inquiring why she did not give me the details of the transaction that just happened, including room rate and charges and directions.||She proceeds to call the manager and narrates a complete lie about me harassing her. I make sure that I speak to the managers hearing and ask again why she did not tell me the details of the transaction, nor give me directions.||The manager, who, of course does not know any better simply sides with her asking if it is too late to deny me the room or not. This I overheard the phone. At no point does the manager attempt to hear my side of the story. When the phone call was over, I inquired again how much I was paying for the room at which time she said “$129. I asked her if my ID qualified me for any discount. She goes “why should it “.||In my line of work, I know that my ID for sure does qualify me for a discount. It it didn’t, she wouldn’t have asked for it when I told her my employee.||And then she proceeds to taunt me “breakfast is complementary, it is from 6 to 9 AM”…||||I am writing this for the hotel owners and guests to know about this receptionist Sandra and her behavior. Clearly she is not a person who should be receiving guests at the front desk. She simply does not have the attitude and skill set to be in such a sensitive position, to be picking up quarrels with guests who are simply looking for a place to rest. A person who easily gets angered by simply and basic questions clearly does not belong at the front desk or in the...

Disappointed with Staff and False Smoking Fee

I stayed at this hotel over the weekend for a wedding. While the room itself was clean and comfortable, my experience with the staff was frustrating from start to finish.

First, no one ever came to clean the room during our stay, despite it being a multi-day visit. When I called to request an ironing board, the person on the phone seemed annoyed and told me to check the closet, as if I hadn’t already. When they finally sent someone up, he was dismissive and insisted it was in the closet, only to check and realize it wasn’t. The attitude I received during this interaction was unnecessarily rude and condescending.

On the day of checkout, even though checkout was clearly listed as 12:00 PM, we began receiving calls starting at 11:30 AM asking if we were still in the room. I said yes, but they continued calling to “check,” which felt pushy and intrusive.

The biggest issue, however, came a few hours after checkout. I received a charge on my credit card for a smoking fee, which was both surprising and completely false. I immediately called the hotel to dispute the charge. The front desk told me housekeeping had claimed the room smelled like smoke and that ashes were found in the sink, backed by a photo. I requested the photo and was sent an image showing ashes, but I was on a plane and couldn’t respond right away. I later emailed them, clearly stating we did not smoke and that there must have been a mistake or something occurred after we left.

When I followed up by phone, I was met with a different front desk staff member who was incredibly rude and insisted the room had been inspected shortly after we left and that the general manager had gone up personally. This conflicted with the earlier story. I was told to call back again when the GM was available.

Over the next two days, my husband and I kept calling. We were told the GM was either in meetings or unavailable, and it genuinely felt like we were being avoided. When we finally got in touch, the GM told us that the head inspector had taken the photo, not her, and that now, just a few days later, they “couldn’t remember if it was our room or the floor above.” That inconsistency only raised more doubts. We were eventually told the charge would be refunded, but we received no apology for the confusion, stress, or the false accusation.

The photo they sent did show ashes, but the sink looked otherwise spotless, like it had been wiped down and then ashes placed there. When we left that morning, we had used the sink to brush our teeth and I had done my hair, so I know it wasn’t that clean. It honestly felt like someone tampered with the room or mixed it up, and instead of owning the mistake, the hotel staff doubled down until they realized their story didn’t hold up.

This situation was handled incredibly poorly and left a sour taste after what was supposed to be a celebratory weekend. Between the rude staff, lack of professionalism, and the serious accusation with no solid evidence, I can’t recommend this hotel and will not be...

This was our third stay in 2019 both for business and pleasure. It will be our last. Here is why:

We always do remote check in and request 3 additional feather pillows (needed for health reasons). Our text was never returned and pillows were never supplied. Upon check in, we were not acknowledged as "Elite" guests and offered our choice of gift or points. Although not outrightly rude, the representative looked like she'd rather be anywhere other than at the front desk of SpringHill Suites. Upon arrival, the TV in our room was unplugged from the network - clearly the guest before us was using their own cables and the TV was never reconnected. Sure, a small thing, but sloppy customer care. Enhanced Internet was unavailable. When we purchased items from the Marketplace ($3.00) and charged them to our room, we were told that we had exceeded our "cash allowance" and it did not cover our purchase. Although we had a $60 hold on our credit card! With other guests in hearing range of this conversation, it was embarrassing in addition to being completely ridiculous. After a long and stressful day, we had retired early only to be awakened at 11:38 pm by a text alert from hotel staff indicating that they had only then noticed our Remote Check-in request for extra pillows!
We had requested a late check-out of 3pm. At noon, housekeeping was banging on our door. When we noted that (a) We had a Do Not Disturb sign out and (b) we had a late check out, the housekeeper's terse reply was that "after noon they can knock on doors and no one told her about our late checkout".

All of the above was for a one-night stay! As noted, we've stayed at this hotel for business and pleasure 3 times in 2019 and anticipate finding ourselves in the area at least that many times in 2020. We will now be staying at the Sheraton Gettysburg - we suggest, SpringHill Suites Chambersburg, you remind your staff that guests have a choice of Marriott hotels and if one does not suit, we will...