SpringHill Suites by Marriott Colorado Springs North/Air Force Academy — Hotel in Colorado Springs

I travel frequently for work as well as leisurely, so to say that our stay at this hotel was the strangest, most horrible experience is saying a lot. The customer service by the employees as well as the management was horrendous to say the least. I am going to try and make a very long story as short as possible. Our stay included one king room for two nights {on the 4th floor} and one double queen for one night concurrently {on the second floor}. The guests above our room on the second were having a party or something, they were very loud, stomping, beating on the floor, running, jumping etc. We {along with other guests} reported this several times and they did not make them stop and refused to move us to another room {they offered us a 30 minute late check out}. I asked to speak with a manager, The young man at the front desk told me there wasn’t one on duty and I could contact them on Monday, I asked him to leave a message for the manager to contact me and he just looked at me, so I asked for their corporate office number and he told me that they didn’t have one and that they are individually owned. I asked if he could give me the customer service number for Marriott. He says smugly, we don’t have a number for them, as I told you we are individually owned and they have no say as far as what we do, so what we say is how it goes, I was shocked to say the least. I just walked away and proceeded to look up and call Marriotts customer service. Marriott customer service was very apologetic and gave me Bonvoy points and made a complaint on my behalf. But a week later I noticed that after our check out on the 9th, instead of the hotel releasing the money for our incidentals, they actually put a hold on my card for the incidental balances on the 11th. When I called the hotel in order to have this rectified, I’ve been met with nothing but hostility, disrespect, and the manager that I eventually talked to was extremely rude. Not only did he not fix their mistake he tried to lie and say that during our conversation that I screamed at him {I believe this was in an attempt to try and have me declared as some crazy irate customer so be careful when dealing with this hotel staff} but I informed him that the entire call was on speaker and I was actually riding in the car with video and audio recording {I am currently waiting to have the footage to be sent to me to forward it to Marriott and to release it to social media}. The treatment that we got from this hotel staff was terrible and I would recommend anyone who is considering staying at this hotel to find literally anywhere else to stay. As of this morning 04/19/2023, my issue with my incidental fee has still not been rectified {they have my telephone number flagged at the front desk and this morning when I called to let them know that it still was not fixed the lady answering the phone called me by name without me offering it said that she had two guest in front of her and proceeded to hang up om me}. This hotel does includes breakfast, which was what you would expect for an average hotel {mediocre at best}. But during breakfast they have what they referred to as a "volunteer", {Marriott says that they have never heard on this and neither have I} this man spoke very loudly, you could literally hear him even when he was down the hall literally screaming and laughing. He interrupted the breakfast attendant several times while she was attempting to refill things {causing a line to get breakfast} approached guest, even asking if they were done with their breakfast items while they sat and talked. I only gave it one star because the room was clean and the location was great, but there are better hotels with competitive rates that offer excellent customer service within walking distance...

Cons.
Constant Air Flow: We tried to shut off the air flow. When I phoned the front desk evening shift, the individual said another guest had also phoned trying to turn it off, but the front desk didn't believe it was possible. (The outside temp and inside the room was perfect; there was no excuse of anything freezing.) I asked if they had earplugs available. No, "I'm so sorry." I stuffed tissue in my ears, but it did not block out the noise. That air running was constant, and later, in what was supposed to be the still of the night, it was loud. I awoke several times, dried out, and had that cotton-in-the mouth feeling. By the sunrise, my head was stuffy and my nose was running.
Detector: They, who was that, engineering, architect, who, really? who said to put the fire/smoke-type detector right above the foot of the bed. It was not subtle. In the dark of the night, it was similar to a strobe light going off. We tried blocking it out with either towels, pillows, or trying to keep the sheet above our heads.
Water Fluctuation: The shower never got comfortably hot. But what was warm did fluctuate and would drop to cold, then when you'd try to get it warm again, it eventually would burst into warm, then go cold again.
Lessons Learned. The morning after that lousy night, I inquired again, this time with the morning crew, about the air running constantly; and now the strobe light. This time, the woman at the front desk knew who to send to help us, and, thank goodness, he was competent.
Pros: Good news: the moving air can be shut off; the bright strobing light can be minimized.
Con: Don't know what to tell you about the water fluctuation, other than to be aware if you consider this property. Attempt to remedy: I had registered the above complaints at the time, and followed up after checking out. (The only ones who tried to help were the professional, caring Support staff.) At the time of this review, five days after checking out, neither management nor the asst. manager have attempted to speak with me about these problems.
Full disclosure: We have been Marriott members for over 15 years; this is the only negative review I have ever written about any of their properties. There are a number of decent places to stay in Colorado Springs. Hopefully, one day, this one will be...

Absolutely horrible customer service!! We had reservations at this hotel for two months and confirmed the night before. We arrived the next day at 2:00 pm and was informed that the hotel over booked by 15 rooms so they had to move our family to a Fairfield Inn “2 miles away”. Rafael told us everything had been taken care of and the Fairfield was expecting us. We were told the rooms at Fairfield were more expensive but we would be charged the amount that our reservations were for at Springhill.

We drove to the Fairfield Inn which was 10 minutes further from our destination. When we arrived the front desk indicated they had not received any information from Rachel Lindsey (the contact at Springhill) about our transfer and the Fairfield’s rate was $50 more per night and since they had not received any information that’s the amount we would be required to pay. Antiono from the Fairfield called and spoke with Rachel and was told she would send the information. I called back to speak with Rachel five minutes later and I was told she wasn’t in. I left my name and phone number and asked that Rachel or the Hotel General Manager Ronnie Sanchez call me. I never received a call.

I was informed by Amber, the Manager at Fairfield, that Marriott Bonvoy had a policy that if they had to move guests to another hotel then the first night would be paid for by Marriott. Rafael never told us that.

The lack of professionalism from the management staff at Springhill was completely unacceptable. There wasn’t an email or call notifying us of this situation and after a long day of travel we arrived at the hotel at 2:00 pm (before check-in) to this ridiculous situation. We are Marriott Bonvoy Members so I truly don’t understand how my family was one of the ones chosen to be moved when we were at the hotel at 2:00pm before check-in time.

Beware of this hotel!! They do NOT treat their members well, the communication is horrible or nonexistent and you can’t count on actually getting a room that you’ve had reserved for two months. Instead choose to stay at the Fairfield Inn where they went out of their way to accommodate my family during this...