SpringHill Suites by Marriott Lake Charles — Hotel in Lake Charles

Let me preface by saying we stay at Springhill Suites every time we come to Lake Charles to visit family. I booked the room over a month and a half ago through my company's travel agency. We show up around 9pm and there are at least eight people standing in the parking os drinking beer, the lobby is packed with people sitting on the floor and in nearly all the chairs with about a dozen little Caesars pizzas. We waited about fifteen minutes before getting spoken to by hotel receptionist Donnie. He tells me the hotel is full and he doesn't know what to do. After continued speaking he tells me he has a room being cleaned and verified that I asked for a room with two queen beds as I'm travelling with my two young children ages 4 and 2. I'm told it will be twenty or so minutes for the room to be cleaned. Keep in mind check in time is 3pm and here I am after 9pm and can't get into a room. We make our way to some of the only available chairs, my kids getting increasingly antsy because they don't understand. About twenty five minutes go by and I'm told by another hotel staff member that my room is ready so I go to get keys and we head upstairs. Upon arrival at the room, housekeeping is still cleaning the room so we're forced to stand in the hallway for another ten to fifteen minutes. Once we finally get into the room, we find that it's a single bed with one twin trundle bed beneath the couch. I go back downstairs to let Donnie know there's been a mistake and that I have two kids with me and that I was supposed to have two queen beds. Remember when I said he verified that I had two queens when I checked in? He proceeded to argue with me and tell me that I had reserved one king. I told him he was wrong because I gave him my confirmation email from my company travel agency showing two queen beds. He scoffed and told me that the room was all he had and "it's got a pull out so y'all gone have to make it work". I immediately went back upstairs and called surrounding hotels to get another reservation. Once I did to spoke to Donnie again and notified him we were leaving having never touched anything in the room. He never once apologized and told me I would still be charged for cancelling my stay. THIS IS AFTER THEY OVERBOOKED AND DID NOT HAVE MY RESERVATION CORRECT. Needless to say, Donnie was the absolute worst Springhill Suites hotel receptionist o have ever had the misfortune of dealing with, and after this experience I will never again set foot in Springhill Suites Lake Charles. I expect a lot more being a repeat customer to a Marriot hotel chain....

PROS: My family of 4 booked a double queen suite, which included a couch with a trundle and a small kitchenette. I felt the room was sizable and more than enough space to accommodate two adults and two teens overnight. The beds were very comfortable. I specifically enjoyed having 1.5 baths. I have never stayed in a room with an additional sink in the toilet area that is also separate from the shower. This is extremely useful when traveling with family, as the shower area isn't tied up if someone needs to use the restroom. The TV played multiple channels, and the kids could chill and surf YT while us parents went to the casino. The location is top notch, as there is pretty much everything you need close by. We were able to make a stop at the Target to pick up some snacks. The casino is like a 2 min drive up the street. We also felt extremely safe, as the hotel requires a key card to even enter the lobby after 12am.

CONS: The pool area was a major let down. It was a huge consideration when we booked, being that the pool/jacuzzi is indoors. The jacuzzi was cold and the pool area lacked dry-off towels. I found this to be extremely tacky. If you are going to boost these amenities, they should be functional and in good shape for guests to use. Why should we have to bring the limited towels from the hotel room to the pool area?

Overall, I would stay there again - hopefully they make the necessary updates before that time. I find it to be a great alternative if you can't book at the actual casinos themselves. For $150 a night......

I arrived on Friday, October 6, 2017 at approximately 9pm, unfortunately, we were not able to check in because the key card system was not working. The front desk agent on duty that evening was flustered told us we had to wait until it was figured out. As you can imagine we were tired from traveling over 3 hours to get to your hotel and was ready to unwind. Once we arrived at room we were greeted with a big bright red stain on the carpet and throughout the room, the sofa was stained and there was a plastic trash container on the floor between the beds. The mattresses on the bed was lumpy and uncomfortable. Additionally, the television cable net work was not operating. We had to call back down to the desk and the agent came to our room with a master remote to correct the issue. I was scheduled to stay two night and ask to be changed to another room as the one we were in just was not acceptable. Once switched i thought everything would be alright, however the cable stop working late in night and the carpet floor had stain through the floor. We had to call to the front desk to ask for it to be corrected and they sent another facilities guy to the room who said it was the cable and he did not know if he could fix it. Ultimately, it begins to work. We were happy to finally check out. I would not book another room at this hotel because it felt dirty the carpeted floors was dirty in both suites, the cable did not work consistently and rooms were not fully cleaned. I will not to stay at a springhill suite...