SpringHill Suites by Marriott Jackson Hole — Hotel in Jackson

The location and styling of this hotel is great. I have no complaints about how my room was outfitted. My problem is solely with the upstairs neighbor I had. We checked in for a 3 night stay and were given a room on the third floor, the top floor of the hotel. I prefer this because then I can avoid a loud upstairs neighbor. Lo and behold… We noticed our first night loud stomping, and were confused about how it could soon like our next door neighbor could be coming through our ceiling given that there couldn’t be anybody above us. It quieted down after a while and we didn’t think anything else of it.

The next night, the stomping started back up at 10:30 and went until 11:30. And I don’t just mean walking, I mean STOMPING AND PACING. I could not understand how our neighbors could possibly be making this much noise and it could be so loud in our room from it. I managed to sleep until 4:30 when the pacing and stomping started up AGAIN. It was unbelievably loud, as though they were running back and forth across their room. I couldn’t even understand how they had so much space in their room to move that much. Finally, my husband got up at 5 and went to the front desk to ask if they could call up to the room and/or move us to another room for our final night. Immediately, the front desk clerk said she knew what the problem was- there are private residences above the third floor of the hotel. We were under someone’s condo and the hotel had no control over that and couldn’t call them (obviously, I understand this). The clerk promised to expedite a clean room for us on the second floor and leave a note for the incoming clerk to contact us when it was ready that morning. We never got a call and finally went back to the hotel at 1 pm. The new front desk clerk, who was extremely nice, was unaware of the issue we had or that we were supposed to be getting a new room. He quickly found an available room for us and moved us to it.

I know the hotel cannot control private residents, nor should they. But be aware that you may have an extremely LOUD upstairs neighbor that the hotel can’t do...

We stayed at the Springhill Suites in Jackson hole a week ago . The hotel location is its best asset . Walking distance to any of the downtown spots and shop is central. Upon checking into the hotel the 2 staff at registration were matter of fact, not very welcoming , utilitarian in nature. We had no room service the 2nd day and were told to put our towels out side the door for pick up. If one needed replacements the onus was on the guest to get what what needed from housekeeping or taking them from the linen closet. No toiletries were replaced in our room the entire time. The breakfast area has a variety of foods but very congested . The area is linear and small. With many people and disorderly lines during the entire time of operation staff it was difficult to move about and even more so for the staff trying to replenish items. The second night of our stay , a family with children moved was placed into the room above us. The noise was deafening. From early morning until after 11 in the evening the sound was as if the children were jumping off the beds onto the floor, one after another with loud thumping continuously and then running (stomping) from one end of the room to the other. Upon notifying the staff on duty the noise continued and was only mitigated for a short time the last night of our stay. Having planned corporate events all over the world for more than 15 years , this is not the Marriott standard for which I worked with groups ranging from 25 to over a 1000 in attendance. There appears to be a continued reliance on Covid restrictive measures for convenience while the price continues to inflate. Hotels including Marriott seem to be more focused on cost cutting , service reduction and increasing prices rather than the guest experience and repeat business. Very disappointing and not an experience I could recommend to my friends or clients. Karen Spratt Innovative Design & Events Charlotte,...

The location is great. We were staying only one night before driving north and It was an easy walk to the center of town for our quick stay. Check-in was easy and the front desk was very nice.The breakfast was good and the breakfast team worked very hard keeping the food flowing during a busy Saturday morning rush. The room was clean and spacious. My issue this location is that we accidentally left a very nice coat in the closet - the weather was warm and it slipped our minds that it was in there since we had not put anything else in the closet for the night. For nearly a week we have called about the coat and have been told the same thing by every one we spoke with during each call - “the coat is not in lost and found, we will check with housekeeping and call you back.” No one ever called us back after the 3 calls. We even stopped by today in person when we arrived back in Jackson and spoke with the manager - we got an apology for no one calling us back but it was the same thing - no coat and it’s the end of the day and still no call. I get that we left the coat - but a nice coat is not left behind on purpose. What a violation of a customers trust - you have to give all your personal demographical and financial information to a hotel and can’t trust that their staff will return an expensive item when they know who the item belongs to. It’s not like someone will just not want their property back. A person loses their wallet on the street, that is a different loss - it’s terrible. But when you check out of a reputable hotel, there is an expectation of trust. That trust is lost for me for this location. It is unacceptable to think it’s ok to just ignore a situation like this so it will go away. It...