TownePlace Suites by Marriott Colorado Springs South — Hotel in Colorado Springs

The front staff 5 🌟 We were originally at the sister hotel springhill next door and Tasha greeted us and helped us unload all of our luggages (12 pieces). When she realized we had kids and we just PCSed so we were staying there for a long time she asked if we wanted a full kitchen which we definitely did. She immediately called over and got us switched to this hotel and was absolutely amazing! She relieved so much stress and I am so grateful 🙏. Sammy was also amazing 👏 she was so accommodating and anything we needed she happily helped. She was so friendly and made our stay. Luis was also fantastic! He was so friendly and respectful and helped when we had issues. Mad us feel valued. Also, Michelle who served the breakfast was hands down the best. She greeted me and my kids everytime and helped if I needed anything. She would ask if I need more of anything and would offer to make more if it was what I wanted even with 2 mins before they closed. However, the cleaning was a 1 🌟. When we got in there it was definitely not cleaned well there were random toys on the floor but we were fine because we knew they squeezed us in. However we were there for 21 day and did not get any refreshes or cleanings until the day before our last day and that was after we kept asking. The first week we asked for a full clean and were just given new towels and beds made. No vacuuming or cleaning or anything. Then the second week we asked for 5 days in a row and no one came. When I brought it up to Sammy she reached out to Rosie and told them to do a full clean. I had kept my kids out all day for 5 days now so when we came back at 3 expecting it to be cleaned and it wasn't again. So I went down and spoke to Luis and he grabbed and talked to Rosie and she was really rude and gave me an attitude. She said her ladies said a person told them we didn't need cleaning which I told her no one was there to do that. Then she said it was a do not disturb sign which we didn't even have so we couldn't even put it up which I told her. So then she said she would send someone in tens minutes and I responded my kids needed a nap as we had been out all day so they could clean and to please come in the morning. She got an attitude and said fine and walked away. Then later my husband went downstairs and overheard the cleaning staff (3 of them) talking about the white lady in our room number calling me a liar and trash talking me in Spanish (which we speak as my husband is Latino). When they came the day before we left they half assed cleaned. Which Rosie told me they dont touch or clean anything if it has personal belongings on it which our stuff...

Overall terrible experience at this property. Upon arrival at 5:30pm for check-in, there was no one at the front desk with no sign or indication on how soon someone would be back. Waited 10 mins and then called hotel only to get a voicemail. Ended up waiting 20 mins before the front desk person (Tiffany) showed up and basically shrugged off the fact that I waited for so long. While trying to check me in she had problems processing the third party payment from Hotels.com and wanted me to call them. Informed her that I was holding a confirmed and paid reservation and if she was having issues with payment sent directly to hotel then she needs to call them.

1 hour after walking in the front door and the worst check-in experience ever, I finally had my room key. However the problems did not end there. I was given a room that was already occupied and I found this out the hard way when my room key unlocked the door and there was another family already in the room! I hurriedly went back to the front desk only to find it empty again. Luckily Tiffany returned within 5 mins this time. Needless to say after the check-in experience and this debacle I was not pleased and made sure that Tiffany knew about it. After fumbling around for 10 mins she found me another room (despite telling me earlier they were full).

Unfortunately, the replacement room was occupied and once again, I only found out when my key opened the door and there was someone already there! This time I was quite vocal about my displeasure with the hotel, her capabilities and my overall experience. Since there were other guests waiting to check-in and she did not want them to hear anything negative, she threatened to call the police if I did not calm down. I mentioned that I would welcome her calling the police so I could make report of how she is jeopardizing safety of guests by giving out keys to occupied rooms. Luckily this comment de-escalated the situation and 15 mins later I had key to yet another room. This time Tiffany walked me to the room and entered herself to make sure it was not occupied.

I mentioned to her that I did not feel safe as she could give someone else my room later in the night. Her only suggestion was to double bolt the door and hope that the system update she did would work and correctly show the rooms.

Bottom line, the abysmal customer service, negligence of staff regarding room assignments and threatening to call police when guests complain are the main reasons I would not recommend that anyone stay at this property with there being so many other...

What can I say….if I could give this hotel zero stars, I would. This hotel was disgusting and a total disappointment. We were supposed to stay for a week, but stayed 2 nights and moved to a different hotel (Hampton Inn by the movie theater….sooooo much better!!) ||||When we booked months and months before our trip, we booked a 2 bed room for 4 of us. When we checked in, we were told that they were overbooked and put us in a 1 bed room. We were given a number and email to call and complain. Neither worked. We were told that our room was going to be “heavily” discounted for the inconvenience of 3 adult sized people and 1 child having to share 1 bed and a fold up couch. We were not. We paid over $500 for 2 nights of nastiness ( that could have been the cost of a ReALLY nice hotel room!). The funny thing is, someone else in our party had their room comped and were moved to the hotel next door. That option was never offered to us. Maybe I was too nice. ||||The hotel itself is old, very dated, and reeks of mold, musty funk, and sweat. We had to open the window in the bedroom to get the smell out because we were all getting headaches. The hotel hallways were lined with trash bags because no one cleaned the rooms. Our shoes stuck to the floor in the kitchen area. Our room had 1/2 roll of toilet paper. The hotel had zero towels. We had 3 in our room for 4 people. Another party we spoke to had 2 towels to share among 5 people. We went down for more and were told there were none. No pool towels even. The next day, they finally had towels to spare, but the lady at the front desk was VERY put out about having to give them to us. ||||When we checked in, we were told that they were understaffed and the front desk gentleman was trying to hurry to clean the rooms. My comment at that point was “so you’re telling me the rooms aren’t thoroughly cleaned??” To which he responded…”yours should be…but call down and let me know if it’s bad.” Just about that time, the person who had checked in before us came back down to tell him that their room wasn’t clean! Once we got to the room, we realized we couldn’t call down anyway…there was phone on the nightstand with no cord!! Just a prop to look the part! ||||Beware. Stay away. Find literally any other...