SpringHill Suites by Marriott Pittsburgh Mills — Hotel in Frazer Township

Let me start by saying I am a Lifetime Gold Elite Marriot Bonvoy member, and have been in Lifetime Elite status for over ten years. For the first five years I was Platinum Elite but my current position has me traveling less. However, I always stay with Marriott and I know these hotels and their standards very well. I have stayed at all Marriott brands, from TownePlace Suites up to Autograph hotels and Edition hotels. I know they are not all alike, but it gives me peace of mind knowing that the standards are consistent across all brands. This, however, was a rough hotel stay for me. The building and location are fine. Very nice for a SpringHill Suites especially. The lobby is pretty and clean, the corridors are nice and open, etc. Additionally, the staff I encountered were exceptionally courteous, with high energy and big smiles every time we interacted. Rita checked me in, and she clearly takes pride in her work and is focused on ensuring her interactions with you leave you feeling cared for and respected. Well done. My largest concerns here are with the cleanliness and furnishings in the room itself. While my room was very large and spacious, it was not truly clean. Immediately upon entering the room I noticed a musty odor. I spent the whole week with the window kept open and that minimized it. This alone would have been unpleasant but tolerable, but there is more. There was a thick, dark hair on the shelf in the shower. My coworker told me she found a dirty washcloth in her shower. The shower tub itself had rust (I hope) stains and the drain plug had been removed and placed in the corner of the tub. The first towel I used had stains on it. There are multiple stains on the carpet throughout the room as well. The AC unit had a very long hair stuck on the vent itself, so it would flap around when the air was blowing. There were also dead insects on top of the AC unit, and some sort of pill, like someone's medication, was sitting on the floor in front of the unit. At one point I put my hand on the side of the end table near the bed to move it aside and get my phone charger, and it was sticky. I ultimately went and bought Clorox Wipes and Lysol (I have never done this before) and when I went to wipe the side of the nightstand I noticed it had lots of streaks running down the side from liquid dripping. I ran the Clorox Wipe along the side of the nightstand near the top and the wipe was brown when I looked at it. There was also a Cheerio cereal piece, and some piece of plastic on the floor near the nightstand. I was in a room with two queen beds. Each bed had only three pillows. All six pillows were synthetic fiber filled, and all three of them were extremely lumpy and misshapen, like the old pillows in your parents' basement. I honestly slept poorly the entire week. Additionally, all of the electronics setup, from the available outlets to the clock to the TV, are incredibly old. No USB ports anywhere. The CC on the TV didn't work, and it was just an old school TV with a paper list of channels near it. No streaming options, no Marriott Welcome screen, etc. In the ten years I have been traveling for my work, I have only once had an experience similar to this one, and that was 8 years ago. This hotel is in desperate need of having their rooms remodeled and retrofitted, and the standards of the housekeeping staff are obviously very poor. The word I kept using when talking to my coworkers was "gross". Checking the reviews here on Google over the last 2 years, it is clear this is a theme that the hotel has no plans to correct. I will unfortunately never be staying in this...

My husband and I have stayed in this hotel many times since it opened years ago. I am originally from the area and the location is good for visiting family members. We also like Marriott hotels and are Rewards members. This hotel was always very nice, clean, well-staffed, etc. Now I find that it has fallen on hard times. The top quality is gone. Our problems were as folllows:

New parking charge of $7.00 per night to park in a lot that was 2/3 empty. Was told that it is a Township charge to help pay for the interchange for the Mills complex. A surprise at check-in. Should be told at the time of making the reservation. I called the hotel directly, did not reserve on-line. It isn't the money, it's the principle. We were there 3 nights.

We need a handicapped-accessible room and the mattress on the bed was so soft that my husband could not turn over nor get out of bed without help.

The 3rd night rate was $32.00 higher than the other 2 nights. (We were there Wed., Thurs. and Fri.) Never mentioned prior to check-out. Same room, no changes or extra service.

4.. The breakfast bar. I eat oatmeal and yogurt for breakfast each day. The first day, the oatmeal was very good, the texture just as oatmeal should be. The next day, it was impossible to get out of the crock pot without a trowel. It was dark brown and solid. I believe it was left over from the day before, because it was very low in the pot. Plus the breakfast was the same each day we were there. No attendant in the breakfast area. We arrived there from a Hampton Inn, where the breakfast featured different special items each day in addition to the usual things, plus there were 3 attendants who were wiping up spills, helping handicapped people (like my husband), checking if every thing was okay and even clearing off the tables.

Newsaper daily. I was told that the hotel was trying to discontinue their carbon footprint and I could get the paper on their homepage. I don't have an issue with the carbon footprint story, however, how about the newspaper folks who put out the daily papers as their livelihood? And travelers who travel without a computer or tablet?

Please don't think that I am a chronic complainer, I am not. However, we have traveled extensively and have high expectations, which is why we seek out Hilton or Marriott properties.

The front desk staff was very nice, friendly and helpful, as a positive. The room was very...

We checked in on Oct 18 about 10 PM. The check in was fine. Went to the room and the keys did not work. We exchanged the keys and got new ones and got in the room.

On Oct 19 we were gone the entire day only to come back to the room and find out that the keys did not work again. Exchanged the keys and when we entered the room we found the room had not been serviced. Nothing all.

I was not happy at all and was really upset. The front desk clerk who was by herself brought towels to the room but said no one was at the hotel to service the room. I demanded to see the manager but of course he was not available and on vacation. The hotel left the clerk there by herself and the hotel was packed. Go figure.

And it gets worse. On Friday AM we told the front desk that both the sink and tub drains ran very slowly AND the thermostat on the wall would only allow cool air be distributed into the room. It was 30 degrees outside and the room was cold.

And worse. We came back to the room on Saturday night only to find that the keys not working AGAIN. Hey three for three. My girlfriend and I were very upset and let the same front desk clerk know about it. And her response was "Why do you go to another hotel and I am calling the police because we were disruptive".. Really that is how she helped us.

Then another woman, Delicia, stepped into to help. She got us new keys again. She walked us up to the room to make sure we got into the room. She came into the room and we showed her the other problems. She told us that we had to turn the thermostat to 81 degrees to get heat to come out of the heating unit. REALLY!!! She said she would credit our account which she did.

The keys worked Sunday night and we left Monday AM. We went through 8 keys. The last set of keys we got appeared to be keys that were not recycled.

This hotel does not represent the Marriott name very well. I had stayed there in July 2017 for 5 night and had no problems. When I asked the staff if this hotel is a franchise I was told it was a franchise obviously quite evident.

I have been traveling for business for the 31 years and spend about 20 nights a year in hotels. For one night I may have looked the other way but for four nights this room and service were completely unacceptable.

Marriott should take its name off this building because this franchise hotel does not measure up the Marriott name. I will never recommend or stay at this...