SpringHill Suites by Marriott Erie — Hotel in Millcreek Township

UPDATE: We escalated our concerns to Marriott head office regarding requesting a refund of our deposit despite being outside the 48 hour cancelation policy. See details below which clearly outline that it was due to circumstances beyond out control. Manager Kim got back again denying our request. It appears that they would rather that we ignore NY state travel bans due to inclement weather and risk our lives traveling to Erie from Buffalo. It also appears Marriott properties are not really owned by Marriott and they can do whatever they want.

Hilton is now our number 1 choice of hotels to go to. Their cancelation policy is the night before, and also evaluates each circumstance. Too bad Kim.

Where is my original negative review? I dont see it posted. We have been ignored by the manager Kim as we are seeking a refund of our deposit money because NY state travel advisory and bans to get there made it impossible to drive there from Niagara falls NY. We called the Hotel at 2pm and the Front desk said we needed to talk to the manager to get our refund, we left a voice-mail with Kim and have yet to receive reimbursement or even an acknowledgement despite the fact that they charged our room and even had the nerve to send us an email asking for our review. What kind of a hotel expects the client to travel during such adverse conditions? Be advised that we used to use one of Marriots competitors when we traveled, we decided to try Marriot a few months ago and have never had a problem. NEVER AGAIN Will we spend our hard earned money on such a heartless company, after this experience Ref. BOOKING 78658156. Also please do not insult our intelligence by providing your blanket " teachable moment" response.

UPDATE: your response denyingo a refund is unbelievable. Marriots main number says individual hotels use their discretion for refunds on cancelations based on circumstances. We were unable to drive to your hotel due to NY state travel bans due to inclement weather. We got the alert on our phones as soon as we crossed the border into Niagara falls NY from Canada. As soon as we sheltered into a hotel in Niagara Falls we called you, and left a message with Kim the manager of your Hotel. I guess it's live and learn. We will no longer be using Marriot hotels, and will go back to Hilton who have a more flexible policy. I shudder to see what your policy would be if there was a death in the family. We stayed at a Fairfield ( a Marriot hotel) in Niagara Falls, on the day in question.The Front desk clerk said she was refunding customers that cancel that day due to increment weather. Why can't you be more flexible, and more customer service oriented. I guess your managers performance is not measured by any customer retention. It's Buyer...

My family and I stayed there last week for a mini trip and we visited Presque Isle park, Erie Zoo, and Splash Lagoon. We had a great time and a nice experience in the hotel! I am a Marriott VIP Member and requested early check-in, and I checked in ahead of time via the app. I receive notification while we were driving that our room was ready for us for early check in, and with the convenience of the Mobile key we were able to go right to our room as soon as we arrived and drop off our stuff, freshen up, and let our 2 and 4 yr olds take a quick nap. Never even stopped at the front desk! It was all very convenient. Our room was VERY clean, the whole hotel was very clean, you could see the staff took Covid seriously and they were doing a great job of cleaning everything. Our beds were super comfy and our toddler was in love with the pillows lol.

The only cons to our stay was we missed breakfast because there was zero information in the room or on the app regarding breakfast service or hours, no information on the app, and nothing posted anywhere. We went down at about 9am and there was nothing out and the breakfast buffet area was dark. We assumed due to Covid they weren't serving breakfast then. So we went to the front desk and purchased cereal for our kids to eat, but no one was at the desk at the time so we had to alert them by ringing the bell and they didn't say anything about breakfast. The next morning when we were leaving the hotel to go out for the day there was food setup in the buffet area and people eating breakfast, and we were surprised. We already had plans to go out to a breakfast restaurant so we left and didn't eat it, so I couldn't even tell you what the offering were, but I found it a bit off putting that there was no signage posted, and no information in our room or on the app regarding the hours breakfast is offered and what is offered. Nor a room service menu etc.

The only other issue is a matter of the Mobile key, which is super convenient and awesome, however they only give you the one key in the app and no ability to have a second key for the other guest in the room. So only one person has the key on their phone. The ability to have a family login and second guest key would be ideal.

Overall we would recommend staying here over other hotels in the area that I read some pretty...

I was thoroughly disappointed in my stay at this property. I have been a Marriott member for years and never been this disappointed with a property. My family & I were in town for a family member's funeral. The room I was given was not clean. The ice bucket still had water (or something) in it from the previous occupant, the shower had not been cleaned, the pillow cases had iron burns and holes in them, the comforter was dirty and also had red stains on it in multiple spots, the mattress pad was torn up badly and could be felt through the sheets. On top of all of that, when we went to open the pull out couch for my niece to sleep on it was dirty & had bugs on it. The comforter in plastic in the closet was dirty as well. I was told the hotel was at full capacity so we could not change rooms. Also there was no staff available for cleaning & no manager to speak with until the morning. I carried the pillows & comforter down to the front desk to at least get clean ones. And were unable to shower before going to bed and had to wait until after 9:30a the following morning for someone to clean it. The housekeeping person who arrived to clean the shower had a rag and a spray bottle of cleaner and apologized for the "weird film" in the shower that they were unable to completely clean. This hotel experience added unnecessary stress to an already stressful situation. At checkout a $50 credit or some points was offered which hardly begins to compensate for the inconvenience, added stress, & disgust. The property doesn't seem to be recently renovated (maybe it is not complete yet?) and they definitely need training and more stringent standards for housekeeping. The only reason I gave 2 instead of 1 is because of couple of the employees...