SpringHill Suites by Marriott Boise West/Eagle — Hotel in Eagle

The room itself was spacious and clean. Very well put together and thoughtfully designed. The stay I booked for my mother was only 3 nights but the room would have been great for even a longer stay as there was a microwave, mini fridge and coffee maker as well as a desk that would be great if you needed to get some work done in the room. Unfortunately the one and only staff member I interacted with (Maureen, night auditor) was discourteous and frankly nasty to deal with. As an employee of Marriott, I was trying to book my mother a room for Valentine's day using our discounted room rate. When we first checked in, Maureen seemed fine but did not listen to a single word I said. She asked multiple times how many people would be in the room, I explained to her the room would be under my name and I would be covering any and all charges on the room, although my mom would be the one staying there. Maureen agreed and even took my mother's id at check in. I told her my boyfriend and I would be staying to have dinner with her and we would be leaving shortly. After only 20 minutes of being in the room she called screaming, I genuinely mean screaming, that I lied to her and there was more than 1 person in the room. I tried multiple times to explain to her that we would be leaving as soon as we were done eating but this only made her angrier, I even had to ask "ma'am may I explain myself?" And she said "no, you don't get to, you're a liar and I bet you got fired." And proceeded to hang up on me. I later found out through the night auditor at the hotel I work at that her meltdown was caused by me printing out the wrong employee verification form for her (I had one that said I would be the one staying in the room instead of my mom,which I thought would be fine, at my job I don't check who is staying in the room, as long as the room is paid for and the person who's liable for the room in present at check in. I understand policies vary but there is absolutely no reason to speak to a guest the way I was spoken to, especially over an issue with such an easy fix. If she had said "could I have you come down to the lobby and print out the correct form for me?" I gladly would have, but I wasn't made aware of what the actual issue was until she contacted my employer. We have methods to verify employment online with the employee form. I watched her do this and confirm the form was valid at check in. The only reason Maureen called my employer was to try to get me in trouble for an honest mistake. The hotel I work for has easily twice as many rooms as this property right in the heart of downtown Boise. I understand better than anyone what it is like to be the only one on shift when issues arise, but in my experience I have never used being alone as an opportunity to talk to a guest like a dog because there wasn't a manager and I could go unchecked. I think Maureen would make a better construction worker than she does front desk agent. Her mouth is foul. Her attitude is Holier Than Thou and disagreeable. I was afraid to leave the hotel because I did not want to see the "lady" working the front desk. After the way she treated me I was afraid to walk past. I was planning on visiting my mother the next day and didn't want to be treated that way again. My mother was afraid to leave her room at night because she didn't want to chance seeing the foul mouthed, insensitive "woman" that checked us in. No guest should feel like they have to walk on eggshells around an employee whose wage they are helping to pay. If you are going to work in the service industry you need to understand how to talk to people, little tip "you're a liar!" And "I bet you got fired!" Are 2 statements you should never say to a guest. You should also never scream at a guest. I thought that was pretty common knowledge but I guess not for Maureen! I won't be booking at this property again because the troglodyte at the front desk. Maureen is a vile person...

We stayed at Springhill Suites Boise West/Eagle from May 29, 2024 to June 3, 2024 (5 nights). The location of the hotel was beautiful and easy to navigate. We do have some comments about the amenities and cleaning service. (1) Safety - we feel that the tub in the bathroom should have more than one bar for stability as the bottom of the tub had little skid resistant material, and had to hold on the the bar for assistance. An additional bar would be helpful, as well as skid resistant material on the bottom of the tub. (2) The light over the sink was very inadequate for my wife to apply make-up. She had to use an addition source to help. (3) There was only one night stand by the side of the bed. An additional nightstand would be helpful. (4) There was only one sink in the bathroom. We've stayed at other Marriott hotels, as well as hotels outside of the Marriott chain that had two sinks, and that was extremely convenient. (5) The bed was lumpy and uncomfortable. (6) There was no "safe" in the room, in which to store valuables while we were out. A safe is imperative, and we will not stay in a hotel again unless one is in the room.. (7) When we checked in we asked the desk clerk to be sure our points were added to our account, and she assured us she would. About 10 days after we checked out we noted that our account had not been awarded points for our 5 nights. Upon checking with the hotel clerk "Erica" on June 10, 2024 (telephone), she advised that she would investigate and call me back. I called Costco Travel and spoke with "Grace", who advised she would reach out to her supervisor to verify if Bonvoy points are included in the contract with Marriott. A conversation a day or two later revealed that the hotel in question needs to put in the confirmation number and they would give us the points - that it is up to the hotel to award the points. On or about June 12, 2024, my wife (whose name is on the Marriott points contract) received an e-mail from the hotel's general manager, T. J. Gibson, who advised that since we had booked our reservation through Costco (3rd party) that it was Marriott's policy not to award points. It seems to me that it shouldn't matter WHO we booked through. We stayed at their hotel, we paid for 5 nights - as well as a purchase from their store - and we should be awarded our points. Marriott's points policy needs...

This hotel might have once been great, but no longer. I chose this hotel based on reviews and their commitment to cleanliness. Always a factor of importance for me when choosing a hotel, but especially during this time of Covid. Not just because of Covid itself but also knowing that many places are understaffed. ||||My FIRST room’s bathroom was disgusting. And I’m not just talking of the black hairs that were left probably when someone was doing a very surface level cleaning. But what I’m talking about is the pink mildew that covered everything in the bathroom. They put me in a handicap accessible room which meant there was even more tile than normal. Not only was the ground tile covered in pink mildew but it extended up the walls as well. I called the hotel and explained to them my bathroom hadn’t been cleaned. Their first response was that was the only king room they had. I have a vacation rental. The first response should be an apology and if you don’t have elsewhere, that you’ll come clean it. Nope. I said that’s fine if you only have a Queen. They did so they moved me there. ||||After driving 10 hours I was exhausted and annoyed I’d already unpacked and had to repack and move. This room was hardly better. But since it was my SECOND UNCLEANED room, I assume everywhere was the same. This one also had pink mildew everywhere in the bathroom. There also was still trash in the trash bin. The ice bin still had a bag of melted ice from a previous person. Obviously not inspiring confidence in cleanliness. ||||I called Marriott afterwards to inform them and ask for some kind of compensation because I might of well stayed in a motel 8 for half the price. There response was since it was booked through Expedia they could do nothing. I reached out to Expedia who reached out to the hotel. The hotel said I should have said something so they could have made it right. I obviously did because they changed my room. ||||So not only a gross and I didn’t even mention very outdated and old looking hotel but terrible customer service. ||||Save yourself and stay elsewhere. There are plenty of other options. I frequent boise often and decided to treat myself to a nicer location and nicer hotel. Showing up to a hotel under construction was also a surprise and just one more thing that made this...