SpringHill Suites by Marriott Milwaukee Downtown — Hotel in Milwaukee

Disappointed. First, I would like to give a huge shoutout to every member of the front office that I interacted with. From the woman who checked me in who made me laugh after a very long day of travel to the very sweet woman to worked the desk during the day, were all helpful, friendly, called me by my name and welcomed me each time I walked in the door. They were all top notch. The night I checked in I discovered an unknown, crusty like stain in a few spots on the bed. It was after midnight, I was exhausted and I decided I would just sleep on the other side of the bed and hoped that the bed had actually been turned over (still unsure) before my arrival. The next morning I went to the front desk and spoke to the front desk, I requested that they just change the sheets. She radioed her housekeeping team, said she would let the manager know and I left. I came back late again the next night and the room had not been cleaned and the sheets had not been changed. Again, it was late and I was tired and decided I was fine the night before, I could do it again. The same thing again the next morning, front desk, change the sheets, radioed and I left. When I arrived back to my room on the third night the room still was not made up and to make matters even worse, a set of new linens had been nicely sat on the couch.. I don't know if they expected me to change the linens myself but with it being after 5PM and no hope of housekeeping showing up, I did. I gave up. I am not confrontational and I SHOULD have asked for the manager, although I incorrectly assumed that they were aware and would have spoken to their housekeeping team. I should have continued to ask for assistance and that's on me. I am beyond disappointed with this experience. I have made it a point to exclusively stay at Marriott properties for the last two years, with 30 nights so far and many more planned over the next 6 months. I went out of my way to book this property and even spent more than I should have as the conference I had had room blocks at neighboring hotels for less. I would not recommend staying at the SpringHill Suites Downtown Milwaukee until they address the housekeeping standards. I am likely to continue to stay at Marriott properties but this left me with a bad taste in my mouth and will make me have pause before my next booking. I don't even want to know what was on the...

From start to finish it was a bad expierence. In a slight defense of the hotel, a convention was across the street at the Wisconsin Center. However, that convention has been there for 6 (?) years and the staff was woefully ill prepared. I was not greeted as a platinum rewards member. Upon booking I was not informed of the $30 parking fee which is ridiculous. I stay at a hotel to avoid that stuff. Room was small and rather cramped. You could only watch tv from the couch and not the bed. Bathroom had mold in it, and when I spoke to a staff member, I was told "it probably isn't mold" and it was never looked at. I took pictures, but apparently even the customer service number doesn't care much about it. We'll get back to that later. The rooms were not even the slightest bit soundproof. I could easily hear into the rooms next to me on both sides, and I'm here to tell you that one of them was absolutely having a party. I didn't get to have breakfast, there were too many people trying to eat, and again, they were not prepared for the people who were there. They used glass plates the first morning, and after breaking a good number of them, finally switched to Styrofoam. Still, I waited about half an hour for food before giving it up as a bad job and moving on with my day. So customer service. I called to file my complaint and get the mold looked at. I waited 30 minutes to speak with a person, which was ok, because I was warned of that wait. What wasn't ok was that I finally got a hold of someone, he asked to put me on brief hold, and then exactly one hour later I was hung up on. I called back, again, and after a 30 minute wait, I spoke with another representative. I was spoken to brusquely, and it was assumed that I was just after getting my points refunded. No, I wanted the mold looked into and the team members to get coached on proper service. I got my points back, but to be completely honest, I'd rather have gotten the parking fee back and knowledge that the issue was handled. Instead I was told I had my points, and let go.

This is so abnormal for a Marriott it's almost comical. I'm so dissatisfied and confused with how the entire thing...

Absolutely Unacceptable – Room Sold Despite Prepayment

I booked a room at this hotel for a weekend concert trip, paying $1,112 upfront to ensure I had a place to stay. After spending $3,000 on concert tickets and driving 8 hours, I arrived only to be told my prepaid room had been sold to someone else. I received mo notification of losing my room! No call. No text. No email.

The front desk staff was not only unhelpful but downright rude, trying to shift the blame onto me by claiming I should have notified them I was arriving late—despite the fact that the entire stay was already paid in full. To make matters worse, they initially denied I had paid, until I contacted Bonvoy directly and exposed their attempt to double-dip by reselling my room.

Their behavior was deceptive and unprofessional. I was left with no place to stay, no place to get ready, and an incredibly stressful experience before what should’ve been a memorable night.

In response:

Hi Damon,

Thank you for your response. However, I’d like to clarify a few important points.

First, I did in fact prepay for the entire weekend stay, which should have indicated my firm intent to arrive—even if later in the evening. At no point during the booking process or in any follow-up communication was I advised that failing to arrive by a certain time would result in my fully paid room being resold without notice. I received no call, no email, and no text before my reservation was canceled, which is highly unprofessional and unacceptable given the circumstances.

The confusion on your team’s end regarding how the payment was processed only further reinforces the lack of clear internal communication and accountability. This was not just an inconvenience—it left me without a place to stay after an 8-hour drive and with nowhere to prepare for an event I had invested thousands of dollars into.

I expect a formal acknowledgment that the handling of my reservation was inappropriate, and I would appreciate a resolution that reflects the seriousness of the situation. I’m happy to discuss further, but I do believe this warrants more than...