SpringHill Suites by Marriott Somerset Franklin Township — Hotel in Franklin Township

While the actual hotel is beautiful, dealing with them for our wedding block was an absolute nightmare. I should've seen the red flags when they didn't answer any of my initial calls or emails to set up a viewing and I just went and showed up in person. Our in person meeting went well and Kristen was very helpful in setting up our 50 room block. Then it went downhill. Our emails were never answered. I'd have to send a few emails before I'd hear back "I'll get back to you today", and then two days later still nothing and I'd have to call and email again with no response. Once i let them have it, they were apologetic and said things would be fixed...they weren't. As it got closer to the wedding they still weren't being responsive so I made the 40 minute drive to talk to someone in person again where Wayne helped us. I confirmed 4 times; through email, phone, and in person about our shuttle times. Fast forward to wedding weekend...they lost my in laws reservation even though we had confirmation. They said our block was full even though it wasn't. Said our guests can call them and they'll book their rooms...they told my guests there were no more rooms left again (even though there were). Once we finally got in touch with a competent person, our guests had gotten frustrated and just booked at a different hotel. Lost business. Day before wedding, i confirm AGAIN for the shuttles, one being for the Bridal party at 8:30 am and they made me feel like i was a crazy person for confirming over and over again. Well 8:30 am wedding day comes....no shuttle. They said they had no note of a shuttle for us!! Not apologetic one bit at all. Acted like i never asked for the shuttle and it was my fault!Samir came to the rescue and got a shuttle to bring us. Not a good start to my wedding day. Samir also made me a waffle the next day...basically Samir was the only positive part of our experience. Our guests enjoyed their stay and their breakfast was good but do NOT book your wedding block there if you don't feel like adding more stress to your...

This was the worst hotel I have stayed at. We had booked 50 plus rooms for two nights and the service was the worst we have ever seen and this is coming from someone who works in the hotel industry. We had booked a meeting room for all the people who were staying in the hotel and our count for people attending went up to 80 therefore; she told us to use the lobby. The hotel has a bar but on purpose they don’t open it so they can charge people to have a bar open. The bartender the hotel gave us had no bartending experience as he didn’t know how to make a martini or a Moscow mule. He was supposed to be there from 5:30 to 10:30 and he was missing in action from 7:30 onward. When I went to inquire, he was hiding in the back and said if he wanted noise he would work in a club. One of the guests (who was not affiliated with us) said I know people and you can get fired and he ran with that saying we threatened him.The GM, the next day said I need to speak to you and we didn’t tip the bartender. She claims she had to comp $5,000 worth of room revenue which is a lie because we had occupied 60 rooms. Why would you put other guest in the middle of all the rooms. At the end of the night when we came back from our event we decided to go to Tap house 2020 and we were told that the hotel called and said we were too rowdy and not to accept our wedding block. I came back to the hotel and when we confronted the GM Melinda, she denied it. When my nephew went up to speak to the front desk about why they called the tap house 2020, the GM came out and said I am tired of everyone coming and asking me questions and she is calling the cops. Are you serious, the hotel does not know how to handle a large crowd. The hotel should not host any wedding room block. You can’t threaten to call the police when someone is asking question and you don’t feel like answering. The GM and the staff ruined our happy day and upset the bride...

Well…. First night we arrived 9/10/21 at 3am totally wiped and just wanted to lay down. We pulled out the sofa bed and found a 1/2 Eaten piece of pizza underneath the footstool I front of the sofa bed and the sofa bed mattress had a bottle cap, some bits of paper, crumbs and glitter on it. So we decided to not sleep on it. Called the front desk the next morning and the Manager was Very apologetic and even discounted our room $60 and upon my request moved us to another room.

Next day 9/10/21 we returned From being gone all day and found that our room door was ajar. We felt this odd because we all three felt we had closed the door but after review on the hotel cameras it did not show anyone had gone in or out of our room. We did not know it then but would later discovered that our room door would not latch. Rm 209. Upon leaving the next morning 9/11/21 we let the front desk aware that our room would not lock and asked if maintenance could come during the day while we were out sightseeing and take care of this because we were 3 ladies in this room. The front desk gentleman said that he would do his best but was doubtful they would get to it. So for the rest of our visit (the next three days and nights) we dealt with a room that would not lock every time we left. This was not a comforting feeling and I felt this should have been handled much differently. The hotel was nice and most of the staff friendly and helpful. I did feel that there were areas of improvement.
Room cleanliness, maintenance repair and 1 front desk lady that should be reminded that she’s not doing us a favor by standing there being rude but that she has a job and a pay check because “we the customers” we chose to stay at your Hotel. FYI it was the lady that checked us in at 3am and she wasn’t just rude...