SpringHill Suites by Marriott Huntsville West/Research Park — Hotel in Huntsville

Updated**

As stated below, the EMPLOYEE at the front desk made my reservation. I DID NOT. I’m not sure what people did not understand about that but I didn’t use an “employee code” your EMPLOYEE did so that should be handled with the employee. Yes, I declined to spend $149 a night because had it been booked correctly, by YOUR EMPLOYEE when I asked for the reservation initially, I would’ve been paying like $100 - which was the nightly rate at the time. Not sure how STAFF is confused but as I stated before, the error was on behalf of the staff and not on me!

Additionally, I emailed the manager so I think it’s interesting to see that this post was responded to but yet my email has remained unanswered.

Also, I am not concerned with other people’s experiences at the hotel. I am stating my personal experience and my experience was that, as a black woman at this establishment, I was treated differently - in terms of attitude and willingness to find a solution - then other folks who were being helped at the same time. Which again, is unfortunate because I’d stayed here a couple of times through my own reservation.

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I had a reservation scheduled for Feb 22nd and upon my arrival to check-in I was met with complete attitudes by folks on staff.

I stayed there around Feb 22nd and asked the attendant to book my stay for the 22nd. I’m not sure what happened but when I arrived on Feb 22nd, staff on site was asking me for a form that showed I was employed there. Since I didn’t book my own stay I was thoroughly confused and tried to explain that to Tom. Tom proceeded to get an attitude while asking for the name of the person who booked my stay. As I explained to him, it was booked on site but I didn’t remember the mans name. I tried to describe him but he seemed not to know who I was talking about. We had a back and forth as I tried to explain to him that I was from out of town and it was not my fault that a staff person booked my stay incorrectly. From there Pam came over and said “welp, I guess we are done here”.

This whole situation seemed unfortunate because I watched white customers in the hotel be met with smiles and a more positive attitude.

My friend, another young black woman, decided to stop by right after I left. She was told by Tom that you’ll had a “cancellation” but then was informed “oh, actually we are fully booked”. We both proceeded to go online to the website and noticed there was still availability.

Both my friend and I have stayed at the property multiple times and have never had this type of experience. I’m not sure what the solution is but I would’ve liked to have been treated like other guests and I would’ve liked for there to have been more of an effort to accommodate me since I was coming from out of town and the error was on the part of a staff person.

All in all, I will no longer be staying...

I am extremely disappointed how this SpringHill Suite Huntsville West/ Research Park treats there disabled Veterans My family and I never have been treated so rudely and disrespectful. I am a lifetime silver elite member and have had my emotional support animal with me majority of the time and never had any issues I booked our stay weeks in advance preparing for the surprise proposal of my Brother- in-law . When we arrived at the SpringHill Suite by Marriott Huntsville West/ Research Park we were greeted by Cedric McDaniel ( Assistant General Manager). I informed him that I was a Disabled Veteran and that I had an emotional support animal. Cedric McDaniel asked for documentation and I provided it. Cedric McDaniel then proceeded to check us in. Before he gave me the key cards I signed 2 forms regarding my emotional support animal and received the keys.

We completely settled in to our room (121) and then I got my emotional support animal out of my vehicle. Cedric McDaniel noticed the size of my emotional support animal and didn’t say anything as we completely settled into our room. As me and my family was exiting the hotel to grab a quick bite to eat, Cedric McDaniel ran out the hotel to flag me down with some woman on his personal cellphone.

This mysterious woman who REFUSED TO IDENTIFY herself was telling me thru the phone that we could no longer stay at the hotel because of a service animal rule. I asked to see this rule in writing and she said “ I don’t have to show you anything” . She continued to be flat out rude and disrespectful and wouldn’t give me her name or job title. After asking Cedric McDaniel a NUMEROUS amount of times he pointed to a name tag on the wall which said Edtyta Hall . She was being loud , rude , and flat out nasty. My wife overheard how she was talking to me thru the phone and intervened. We wanted to see writing of the actual regulation and none was ever provided. We asked for names, phone numbers, and email address and none were provided.

Then an older man comes up to the desk and says he is the Owner of the hotel to try to “ resolve” the issue. He writes down names but no numbers or job titles attached to them. Then he asked “ what parts are y’all from” ? In a very sarcastic manner.

I find this situation was handled extremely unprofessional , distasteful , and quite frankly unnecessary. As a 2X War Veteran I found the remarks and Cedric McDaniels said about him having so much “ respect “ for the people who lay their lives on the line for this country highly offensive and patronizing. The SpringHill Suites by Marriott Huntsville West/ Research Park ...

All I can say is “WOW”. I have been a fan of Marriott for a longtime and hold their second highest tier in their loyalty program. I say that so that you know this is not my first time to one of their properties and I will remain a fan inspire of the manager at this Springhill Suites best effort. If I could give a lower score I would. I made a reservation as I have done many a time at a Marriott property. One of the guest in my party was going to arrive about four hours earlier than me so I contacted the hotel and asked to add the guest name to the reservation so that they would be able to check it when they got there. At that point I was told that there were no problem and it would be taken care of just be sure the guest had proper ID. Upon arriving my friend was informed that they could not get access to the room. He called me and ended up handing the phone to the general manager. She proceeded to tell me that this was not possible and that it was for my security. I stated that she had the ability to call me on the phone number that they had on file with the reservation. Of course she was unwilling to do that or accommodate my request. I was very frustrated and in an airport waiting to board a plane. I informed her that this was in acceptable and that she needed to allow my guest to check in to the room I would be arriving to in about 3 hours. At that point she stated that she could change the name on the reservation, take my friends credit card, and allow him in the room. I said that she needed to do whatever she needed to do to let him in the room. At this point, I told her that I was very unhappy with her customer service and that my review would show this. She proceeded to tell me that I had threatened her and that she was cancelling my reservation, leaving my friend standing there with no room and me about to board a plane. At no point did I cuss or yell at anyone. When did letting someone know their customer service is bad become a threat? I am happy to not stay in a hotel that had employees/management that treat customers this way. I do not believe that the customer is always right, but employees make or break businesses everyday with how they handle customer service. I was able to make a reservation with another local Marriott hotel, add my friend to the reservation, and he was allowed to check in before I arrived later...