SpringHill Suites by Marriott Scranton Montage Mountain — Hotel in Moosic

3/5 for facility. 5/5 for service.

Arrived late in the evening on Friday. After a long drive it was nice to come into a welcoming hotel lobby. It was very modern and well kept. Booked online via Marriot website. Check-in went smoothly. They had plenty of luggage carts available for us to haul our stuff. We were placed in room 210. The room was much larger than we expected. It has a section with a cool looking couch/lounger and a work desk. There was a separator between the beds and the “living room” which was really nice. The beds were big and comfortable. We have a memory foam mattress and home and this bed was very comparable. Sheets were plentiful and clean. The bathroom door was very unique! It was a smoked sliding door. Unfortunately there was no lock on it, so you had to plan accordingly. One thing missing from the bathroom was hooks to hang your clothes up. Other than setting your clothes on the bed there really isn’t a space to put your new clothes while you were getting ready.

After we settled in things got quiet and as we were falling asleep we kept hearing loud footsteps from the floor above. It started at about midnight and lasted until 2am. We kept falling in and out of sleep during the whole time. Hindsight is 20/20 and we should’ve called the front desk but we were just so exhausted. We were then awaken at 6am by the same footsteps. It was SO loud. I had read other reviews about noise but decided to give the benefit of the doubt. It was not a restful night at all.

Breakfast was really nice – typical spread – eggs, sausage, waffles, cereals, baked good, etc. Nothing extravagant, but it served its purpose.

After breakfast I went to have a chat with Ada at the front desk. I told her about the night and asked if there was any availability on the top floor. She was very empathetic and was extremely helpful in getting us moved. She found a top floor room for us and got us new keys right away. That was some extraordinary customer service! It was a pain to move again, but it was worth it. The new room had a nice view of the mountains.

The rest of the stay went well. My wife said she heard the people next to us talking at 4am that night. I’ve never stayed in a hotel with this much noise issue. This looks like a brand new hotel and one would’ve thought they would’ve done a better job with noise control. I’ve stayed at some of the lowest of the totem pole hotels and didn’t have any issues. I’d recommend to the management to look into that.

Lastly, our son lost his blankie during the move. We couldn’t find it anywhere. We checked with the front desk and housekeeping and to no avail. I called the evening while when we got home to see if anyone had turned it in. Fortunately somebody had! You know how kids can be with their blankies! Anyhow, with the great help from Candace at the front desk, she helped process a FEDEX package to me to my home in Cleveland, OH. Again, extraordinary customer service.

I’m not sure if I would stay in this hotel again, but the customer service from the front desk made up for any...

I am sorry to report that our experience was quite awful because I have had great experience w/ Springhill in the past and we were unexpectedly offered a bereavement rate when I called at last minute from out of the country and mentioned that the purpose for our stay was my mother's funeral.

The minute we walked into the property, it was clear that something was amiss: hordes of youngsters (maybe 6 - 12 years old) were running amuck, dripping wet from pool at times, commandeering the elevator, running and screaming through halls without adult supervision. A walk through the lobby revealed what appeared to be parents/coaches of wrestling teams in town for a tournament downing shots of Fireball.

One adult daughter (we were in adjoining rooms, which was a welcome plus) called and complained to the front desk within a few minutes of our arrival; repeated calls due to continued noise and banging in nearby rooms and hallways resulted in an offer of a 50% reduction in our room rates for the evening as the ruckus continued long after 10 pm "quiet time".

One daughter stayed a 2nd night, requested a move to the 4th floor hoping to experience less noise, but ran into the same issues as the evening before. She finally resorted to addressing offending children and their adults directly, but still with no success. There was ruckus in the halls until after 1 am both days.

We had on both rooms door lock mechanisms with poor functionality with difficulty opening/locking when desired. At one point, we had to summon help when we could not get into our room as we were trying to leave for the funeral.

Another disappointment was the cleanliness of the rooms: neither had been vacuumed before our arrival, with piles of crumbs and dust/lint in the bed and lounge areas of the rooms as well as long, dark hairs on the bathroom floors (none of our party could have generated).

We carefully checked the beds and they appeared to have been properly changed out. The breakfast area, food items, and staff were all just lovely, but marred by the mobs of unruly and often unsupervised wrestling team members.

I am a teacher and have traveled with student groups and as a parent with my own children's sports team groups. I was appalled at the behavior of both the adult "supervisors" and their hellion charges - but also terribly disappointed with the seeming inability of this property's staff to address their egregious behavior to ensure that all guests'...

Two stars is a stretch for this hotel. I figured we might be in trouble from the moment we checked in. The person running the front desk was awkward and unprofessional, so if this hotel's management deemed him satisfactory for that job, what might we find in the rest of the hotel? When we opened the door to our room, our fears began to turn into reality. The room was NOT clean. There were very noticeable hand/finger smudges on the full length mirror near the bathroom. The beds were not properly made. There were crumbs and other debris that would not be found if the room was properly cleaned. The glass partition separating my bed from the desk had some sort of residue that had been spilled/splattered on it and never cleaned. The door handle on the sliding bathroom door was loose. Instead of disposable cups, there were class cups which I wouldn't use because I couldn't be certain those were actually clean.

Oh yes, forgot to mention the condition of the elevators before we even got to our room. Smudges all over the stainless steel. Very dirty. Also did not mention the other customer complaining at the front desk about their room not getting serviced for cleaning.

After making it through the night, I took two of my kids down for the free breakfast, hoping that this hotel might possibly redeem itself in some way. Further disappointment. The young man attending the breakfast area seemed nice enough, but the breakfast was very lacking. No waffle bar. The breads were old and stale. The fruit was of poor quality. Not a lot of hot options. Just really a step down from the two Hampton Inns we stayed at the previous two nights.

At this point, I wasn't even willing to consider letting my kids go to the pool as is typically our custom. Breakfast then pool, then clean up and go. We skipped the pool, went up and spoke with my wife and agreed that we needed to get out of the hotel and get on our way ASAP. When I pulled the van around to the front entrance, the driveway was not clean. There was actually mud accumulation from not having been swept in a long time. The type of mud/dirt/grime that can only accumulate from consistent lack of sweeping.

Really an overall major disappointment at this hotel! Not living up to my expectations...