SpringHill Suites by Marriott Cheyenne — Hotel in Cheyenne

We checked in on August 2nd 2024. When we got to our room, the curtains had been pulled shut, it was totally dark and it felt like we had entered the wrong room. the toilet seats were up and the fitted sheets weren’t completely on the corners. The bed looked slept in. I was told that someone would be right up to check the room. After waiting at least 10 mins, I called and was told that the person who was supposed to come to our room told the desk that everything was ok. Andrew from the desk came up to our room and said he had another room for us that he had personally checked. He apologized and took us to the next room. It seemed to be ok until we were getting ready to go to dinner and I looked closer only to see multiple hairs on the sheets under both pillows. Andrew came up again and checked the bed closer, when he pulled back the sheets further there were pink stains in the middle of the bed. He took us to a third room and apologized again. By then I was ready to leave, however, we had spent a long day on the road and were not sure we could get a room at another hotel. When we came to the third room, the bed also looked rumpled and there were crumbs on the sofa and questionable matter on the bed. Andrew said he would check the room and change the sheets himself. He offered points or to give us a discount. We have traveled a lot and we have not experienced this level of filth in other hotels especially not a Marriott. I told Andrew that I didn’t want points because I was done with Marriott hotels at this point. He gave us 50% off and said he would check with his manager via email to see if he could comp our room. He was very apologetic but I am writing this on August 12th and have not heard anything from either Andrew or even an apology from the manager of this Marriott. I also have not received an email request for feedback from this hotel. Andrew told us about staffing issues, etc. and while I can sympathize, that is a management problem, not a problem for the customer to even be aware of, if the hotel was well managed. We were appalled at the lack of cleanliness as it was obvious that the person who was supposed to have cleaned these 3 rooms didn’t even change the sheets, so I would bet that nothing else was...

My wife and I stayed at this facility for six nights. We picked this facility because we thought that is was a quality place to stay. Boy were we wrong! Immediately after arrival, the elevator broke. We were on the second floor. I suffer from arthritis in my knees and my wife is recovering from a broken ankle. On our second day, the elevator was working but, broke again two days later. The next day it was repaired and did work for the remainder of our stay. The problems continued with the second floor ice machine not working during our entire stay. There was no happy medium with the room's thermostat, you were either hot or cold. The refrigerator hummed constantly. The room was supposed to be serviced every other day. After 5 days, our bed was not made and sheets not changed. We had to speak with the General Manager (Shawna) to have the room properly serviced and cleaned the next day. She told us we would get a discount due to the inconvenience. Halfway through the stay, at midnight, I received an alert from my credit card company that the facility was trying to charge my card close to double of what the amount of the stay added up to. I immediately went to the front desk and she could not explain anything. The next morning I asked for the Manager. I spoke with the Assistant General Manager (Lynse) who said it was close to the end of the month and she was closing out and that the charges were for incidentals and would come off of the card at checkout. I assured her that I would be watching the account closely. When we checked out, I noticed no discount had been applied. We asked for the Manager. We were told that Lynse would be in at 8:00. After 8:00, we were told Lynse was off that day and that Shawna would be in at 9:00 and would call us. After an hour or so while we were traveling home, Lynse called us and said that a discount of one day had been applied to the bill. In full disclosure, after a couple of days the bill was correct and the discount applied. Although our room was one of the nicest we have stayed in, when we return to Cheyenne, we will...

Cheyenne was one of my stops on a 30 hour moving trip. I knew I would be tired after my long days of driving, so decided to book this hotel to make sure I would have a smooth, stress-free experience with solid Covid protocols.

A few days before my trip, I received an email saying that there were no rooms available due to construction at the hotel, and I should contact a sister property across the street to stay there instead. This was not a problem, and I called the new hotel to change my booking. During our phone conversation, I requested an email confirmation number, and the employee said she would send it later that day. I didn't receive it, so called back the next day to request it again. I spoke to a different staff member, who also promised to send it, but didn't.

When I arrived in Cheyenne and went to the new hotel, the front desk employee could not find my reservation, and asked for my confirmation number, which I didn't have because the other two staff members had not sent it. After a delay, she called Springhill Suites, who said they did have my reservation, even though nobody had told me that my reservation had been switched back to the original hotel. This was a frustrating delay after a long day, and I was disappointed that there had not been better communication.

When I arrived at Springhill Suites, I was disappointed to see that none of the policies regarding masks were being enforced. Despite the fact that there was signage saying masks were required in the lobby and elevator, most people were not wearing them (including front desk staff). I had specifically chosen Springhill Suites over other hotels because of their better Covid policies, but these policies did not actually exist...