SpringHill Suites by Marriott Ewing Princeton South — Hotel in Ewing Township

I stay at Marriott properties almost exclusively. Generally the service is very good, rooms are clean and it’s a decent value. None of the above describes our experience at Springhill Suites. |We had a five night stay. Virtually from check in to check out there were issues. |At check in, we weren’t even welcomed as Gold Elite members. The check in person had a script that she stuck to so if this were the first time or the 300th time, she didn’t veer from the script. I asked her if we could have bottles of water (they are supposed to ask if you want 250 points or water). She advised that for our five night stay, we would have housekeeping only on Thursday and Saturday. (Our check in was on a Tuesday). |Upon entering the room it was moderately clean but the carpeting is stained, wallpaper in the bathroom is peeling and the toilet “whooshes” every few minutes (probably needs a new flapper or something like that). The closet has shelves (no dresser which is a bit of an issue when you are staying for 5 nights) but the shelves were filthy, dusty and sticky as if someone spilled something but no one cleaned it up. |They have a notice in the bathroom to conserve water and reuse towels. Nice thought but there’s nowhere to actually hang a slightly used towel. There’s one robe hook in the bathroom that could potentially be used for a towel but since the counter is small, and there were two of us, I used the hook to hang my cosmetic bag. So towels piled up on the floor. |We made our own bed on day one since we knew there’s no housekeeping. No big deal. |But on day two (Thursday) when we were scheduled to have housekeeping I asked if they could come before 10 am or after 11 am because my husband had an important call from 10-11 so I didn’t want him disturbed. So when did housekeeping knock - at 10 am of course. I was able to ask the housekeeper to come back but she obviously wasn’t advised by the front desk of our request. She did come back later in the day and did a modest cleaning. At least the towels were no longer on the floor. |We made our bed on Friday. Again, no big deal. |On Saturday we were scheduled for housekeeping. We left the hotel at 8 am and didn’t return until 2 pm. I was shocked to see that the room was still not cleaned. I went to the front desk, told them I was going to their gym and then planned to shower so could housekeeping come at 4:30, when we would be leaving again. She said no problem. So just as I was about to shower there was a knock at the door. It was at 3:30. When I asked them to come back at 4:30, not only was I told no (she stated that they leave at 4:30) but she had no intention of doing anything other than give clean towels and pull the covers up -no intention of providing clean sheets. At this point we had been at the hotel for four nights. When we went to the front desk to complain, they completely disregarded our concerns, didn’t even know that we had already been there for 4 nights at that point, and basically weren’t empowered to do anything. We sat in the lobby smelly and sweaty from the gym waiting for the room to be cleaned so that we could go back up and leave more towels on the floor. The final insult was the incorrect charges on the bill. They charged us for drinks that we never purchased. When I called (I didn’t see the bill until I saw it on my Bonvoy account), the “guest services” person told me that we had stinks and those are the charges. I insisted that those were not our charges. Meanwhile these are less than $10 from an almost $1,000 bill but “guest services” was calling me a liar. This property is by no means a Marriott...

From the beginning everything was a mix up. I was repeatedly greeted with the wrong name. . I have my husband's name added for the 2nd guest. Even in the follow up/survey email it has his name and not mine. The first night of our stay we only had a set of towels for 3 people. Even when I added that we would have 4 persons in the room. My husband went down to the front desk and asked for an extra set and the receptionist (Brandy) could only give us a cleaning towel (not for guests) and 1 bath towel. The next morning, housekeeping still did not have any towels ready until well after breakfast Friday morning. The housekeeper gave me 4 brand new scratchy washcloths that smelled of chemicals and had not been washed yet. Housekeeping also barged in without knocking and then apologized. I HAD THE SLEEP SIGN ON THE DOORKNOB!

The room was mediocre. The sofa bed DID NOT have adequate bedding for it. I'm glad I had blankets in the car (this would have been the same scenario as with the bath towels/washcloths). The "makeup" light had a blown bulb. The 2nd heat lamp/light was out as well. The shower door barely closed and water was on the floor.

The room amenities were like motel standard (tiniest microwave, poor lighting in the room, hard/cheap mattress...). Even the phones had the wrong room number on them. The floors were dingy, especially in the hallway there was a drip stain that looked like it had been there for awhile and it traveled almost the whole length of the hallway.

Icing on the terrible cake, my physical room key and digital key on the app would work only sometimes. Saturday, last day of our stay, I come up from breakfast and my son urgently has to use the restroom in our room. NONE of my keys work. I call the front desk, tell the guy my predicament and that I walk with a cane. I ask can my 11 yr old son come down and get it. The man at the front desk is asking me my name and room number and still needs more information while I'm frantically trying to get my younger son to a bathroom. I rushed down and got the key myself.

While checking out, the man at the front desk (9/23/23 @11am) asked me how was my stay was and I proceeded to tell him and he just completely disregarded my complaint, said we'll email you and continued checking out other people.

I do want to give acknowledgement to the breakfast staff and the abundance of food and quality. Especially on Saturday when the dining room was overcrowded, a kitchen staff member told my family and I that we could eat in the boardroom.

Never have I ever had this much of a mix up with any other hotel brand. I am a Hilton Honors member and will stay with the brand. I only chose this hotel because I was pressed for time and I thought it matched Hilton standards. Apparently not.

I am highly dissatisfied. This was supposed to be a fun weekend traveling to NJ from VA for a family wedding. I will not be staying at this hotel again nor any Marriott locations. I don't even want the points because I will never use them. I would appreciate a refund for all or...

The hotel is situated within a largely vacant business park by 6 PM. The exterior and lobby of the property are well-maintained. Katelyn, the Day Audit (Front Desk) staff member, significantly facilitated our check-in experience with her warm and sincere greeting, which provided reassurance following a lengthy journey.

Upon entering Room #133 on the first floor, it initially appeared clean; however, consistent with our personal standard practice, we sanitized the room using wet wipes and disinfectant.

We encountered low water pressure in the unit that resembled a mere stream. While this was somewhat frustrating, we did not feel compelled to report it to the front desk. The sink in the bathroom area was persistently leaking onto the floor, and the exposed piping beneath the sink, along with inadequate coverage of the sub-wall by wallpaper, exacerbated the issue.

Additionally, as illustrated in the attached photographs, we discovered the presence of pests, specifically roaches, which my wife eliminated. The origin of these pests is uncertain, but the ill-fitting baseboards provided ample opportunity for their migration.

As I work from home, I set up my office in the room for the majority of the day. Housekeeping arrived during this time, and I volunteered to vacate until she completed her duties. Although she was amicable and attentive, her cleaning procedures lacked proper sanitation practices. She merely removed a dirty pillowcase and straightened the bed before departing. It has always been my understanding that bed linens and bedding should be replaced, especially given that housekeeping occurs only every three days since we had been in the room since Tuesday while housekeeping had come on Friday and check out wasnt until Sunday. Having served as a manager with JW Marriott and Marriott Bonvoy, I can affirm that this standard is typically expected in such establishments. Furthermore, a dead roach remained adhered to the wall where it had originated.

Despite these issues, this location was ultimately suitable for our needs at the time. Noteworthy aspects included the breakfast service; however, it would be beneficial to expand the menu variety, particularly on days with full occupancy.

Conversely, we were contemplating the renewal of our stay primarily due to the suitability of the location and my wife's contractual obligations in the area. Upon contacting the front desk for a renewal, the representative, Mary, informed us that the hotel was fully booked and that we needed to check out. However, upon reviewing my Marriott account and several third-party booking platforms, I discovered numerous available rooms. This inconsistency led to significant frustration and dissatisfaction regarding the apparent misinformation we received. In order to mitigate my wife's stress, I proceeded to make a new reservation under my name rather than hers, opting for a...