SpringHill Suites by Marriott Las Vegas Henderson — Hotel in Henderson

As an avid Marriott guest, my expectations align with brand recognition for quality, cleanliness, and unmatched service. Sadly, my expectations were not met during this stay. Upon arrival, the lobby was clean, smelled pleasant, and the employee, while busy, was pleasant. Check in took longer than anticipated but the manager arrived to help the sole employee check people in. I was greeted and acknowledged for my Gold Elite status, which was pleasant. Prior to my arrival, I used the Bonvoy app to request additional pillows, towels, and toiletries. None of which were supplied. Upon entering the room, it appeared clean but had a faint smell of mold. With my younger son and I both being severe asthmatics, this concerned me. Our air conditioning unit appeared to have mold in it on the right side of the slats. I realize that this is likely personal preference, but the beds were entirely too hard for my liking. Marriott beds used to be a welcome escape from the exhaustion of travel. I found myself checking to see if the pull-out sofa was more comfortable - it was not. The pillows, however, were great. I noticed tiny black bugs in the restroom. I called the front desk to make them aware and requested housekeeping service in order to get rid of the bugs. I had hoped to "go green" during our stay to do my part to reduce and to earn the 250 points, the presence of bugs made this impossible. I was told that they would spray. Again, problematic for severe asthmatics in such a small space with no real way to air out the fumes. We arrived one evening with recyclables and asked the front desk clerk where to find the lobby recycle. He reported that there wasn't one. What a horribly missed opportunity for a chain that is attempting to encourage waste reduction. We returned to our suite only to find an increase in bugs. We called down to the front desk at night and were informed that no bug-spray was available and that my account would be awarded points - which it hasn't. This was a nice gesture but did nothing for the fact that I already paid more than warranted for the room, our stay was ruined, and highly unlike any Marriott we have been to. It is important to note that we have stayed at this Marriott years ago, without these problems. I took the time to write this review because comfort is important to me and my family while traveling. We choose Marriott whenever possible (even when traveling through my time share) and this was quite an...

This hotel stay of 6 days/5 nights was highly disappointing. We booked 3 different rooms and each one had issues so it’s safe to say this is not a one off. I will stay far away from this place and Marriott in general going forward. I think the front desk staff was kind but did nothing to resolve any issues. -room service was NON-Existent! When you check in they tell you they only come every 3 days. Which is a complete joke to begin with. If we are paying for the room we should be able to have service in it. Anyway- our entire stay they never came once. Even when requested. Garbage was never taken out- we ended up taking it out ourselves. Day 3 I asked for room service and they said no, day 4 they said they only worked part of the day, day 5 I saw room service walk down the hall, check all 3 of our doors, cross off her list and walk away. -Breakfast is disgusting- that is if you were lucky to get some. Everything ran out daily, one day I happened to get the prepackaged breakfast sandwich (horrible by the way) but took one bite into it and it was still frozen! I almost broke my tooth on the frozen egg!!! Juice was always out, milk was expired. -constantly having to walk down to the front to get towels was a joke. Since they don’t believe in room service in this hotel it is completely on you to get clean towels and they never come to pick up your old ones. -one of our rooms had dirty sheets and pillows on the day of check in and they said they could bring up bedding for us to change it ourselves. -cigarette burns in the carpets -rooms are not cleaned from each guest. The mirror had stuff smeared all over it. The sink full of other people’s mess. It was GROSS! -The showers are fixed with a zip tie so kids can’t take tubs. You can let the water heat up without it coming out as a shower full blast. It kept causing the floor to flood, but no towels or cleanup was available -beds look and feel like they are 20 years old. Hard as rocks and lumpy. The pillows are no better. Plus they have hard security tag type things attached to them. -one room lost power in the bathroom and was told to keep resetting the breaker -another room had the power for the key go out so we couldn’t get back in the room and after going to the front desk 3 times and having her tell us it was user error we finally figured out what the issue was (no thanks for the staff) -a/c in the other room...

I want tto give a better rating just because they allowed our furry kids..The gal in front was kinda busy. As she was alone I gave her the extra time to catch her breath and I even told her to relax and gave her a warm caring smile. She was alone answering calls as well as reception. I don't like to assume, but she seemed like she was preturbed that I had said, "wow that was a lot, and you handled it like a champ". I travel quite a bit and I'm a Marriott Bonvoy member. My wife had made the reservation I guess through a 3rd party Booking, She didn't include my name. The gal told me first that I won't be able to get points for the stay. I usually do especially if it's something that I can cancel and rebook. The price through my Bonvoy app was $30 less as well. But again I didn't want to frazzle her. As I was getting frazzled more and more. I asked her if she received any notes, as I had been trying to call for 3 days with no luck. I finally emailed the hotel asking to get a ground level and ensuring there was a bathtub. She asked me for my DL and proceeded to tell me that she couldn't answer any questions as I was not on the reservation. Now, although calm, I suggested that she read the hotel policy since I wasn't talking about any guests in any specific room. Just wanted to make sure she was on the same page. Now two people walked in to check in. She reiterated she needs to speak with my wife. I explained that she had taken the dogs to the potty area but she will stop by. BTW I also had her ID and credit card since she wanted to pay, as I just rented a beach house for 3 weeks. I told her forget the CC etc. I'll pay for the damn room. Nope... So I left to find my wife. We walked in and there were 3 people in line now. She was on a different computer now and barely finishing up I told my wife she's helping us on this computer. The employee looked at me like I'm working over here now. I looked at her like, beach I have been driving for 6 hours and wasted 25 minutes at this terminal, then you showed up to rain on my parade. My wife knew that I was done and asked me to step outside and...