SpringHill Suites by Marriott New York Manhattan/Chelsea — Hotel in New York

The room was great. It surpassed our expectations. It was very clean, properly maintained. Confy mattress and pillows. Large TV in front of the bed. Very clean bathroom, with good quality towels and shower gel and shampoo. The kitchenette was also useful and had everything we needed for some quick meals. There was no sofa or desk though. Maybe it's available in other rooms. We didn't need it though.

The location is great. Several metro stations are close by. The street is very lively, full of plants and flower shops. It's a nice environment during the day when all the plants are exposed outdoors. The street can feel a bit dirty though at night, when the shops are closed, but nothing to be too worried about.

All the staff were incredibly professional, helpful, and friendly, from the front desk, to the ushers and team who managed the breakfast area. At the reception lobby you can also find a convenience area where you can buy beverages, snacks, and some medicine items. Coffee and tea are also available at anytime, and for free.

Breakfast is decent, there are several bagels and breads, eggs boiled and fried or omelets, bacon, potatoes, fruits, cereals, and individual packages of jams, cheese, and sauces. It could be improved if they also served some vegetables, like cucumbers and tomatoes. Otherwise it was very tasty and fresh to start the day. You'll read a lot of complaints here about bad breakfast, lack of food, waiting in line a long time. But that was not our experience. The staff always did an amazing job to manage the breakfast crowds. Yes, the area is kind of small for such a large hotel, but I also think you are not supposed to sit there for 1 hour. Breakfast is served 7h to 10h on weekends, and 6h30 to 10h Mon-Fri. Depending on when you go, you might have to wait in line until you are seated. But there was never a shortage of food, and we never waited more than 5min.

The elevators are large and very fast. The only downside is that during breakfast rush hour the waiting time is long. But stairs are also available to be used. I also read a lot of complaints about this, but most I think are overrated.

What could be improved: Only nit picking here as everything was very good. The room was a bit small, there was barely any space for 2 pieces of luggage. Also it could be improved by having some hooks to hang jackets by the door, and a separate holder for shoes.

We had no hot water for 2 or 3 days. Several rooms were affected. The staff promptly resolved it by allowing us to take a shower in another room. And there was some compensation on the final bill.

We stayed for 10 days, so we were able to experience the ups and downs throughout the week. Overall, we were very satisfied and would definitely return and...

Our stay was a big disappointment for several reasons, the main one being that we had a problem during breakfast with a staff member who showed a completely unacceptable disrespectful and professionalism. We were a group of 8 peoples and for the first two mornings the staff allowed us to take 2 chairs from another table so we could all eat together at their single large table. We did the same on the third morning but this time one of the staff member took the side of a customer who wanted to take my son's chair while he was still eating!! I refused and instead of finding an extra chair, this lady took the liberty of lecturing me. Her explanation being that we were not allowed to take chairs elsewhere and that we had to eat on separate tables. As I'm not an English speaker, I told her that I didn't understand everything she said (she spoke very quickly!), she looked at me and said "Ho, you don't speak English?!" Phew! » and she left, waving her hand in my direction. However, the customer in question who raised her voice and insulted us in front of everyone did not get any reprimands! Following this, we immediately wanted to report the incident to the hotel manager, but here too the attitude was outrageous. Before even listening to us, she lectured us like children!! A situation that could have been resolved in a few minutes turned into a scandal due to the lack of professionalism of the hotel staff and manager. We reported the incident but are still waiting for an explanation from management who is completely ignoring us!||The other negatives are the size of the rooms and the beds. You cannot put more than 2 suitcases in it and the feet protrude from the bed as soon as you are over 1.80m tall. The lobby is tiny and therefore quickly crowded.||Our room was only cleaned once out of 3. There were not enough cleaning staff and the maintenance ladies (the only kind people in this hotel) only arrived in the evening when we returned from our visits.||The 2 breakfast rooms are too small. Unless you arrive at opening, you have to wait to eat. The quality of the breakfast is very average, despite a fairly wide choice, we deplore the industrial food, the frozen bread, the plastic cutlery and the antipathy of all the staff whose attitude reminds me of a school canteen : shouts to place you at a table, sighs when asked a question, never greets or smile. We almost wanted to apologize for being there !||The only positives are the location and the view from the higher floors.||In short, this hotel doesn’t have the standard of a 4 stars and its staff obviously does not know what hospitality is and the art of hosting. Everything is optimized to fill in as many people in as possible and make as much money as possible. Never again on this...

The hotel is clearly overrated and doesn't deserve the 4 stars.||We stayed 4 nights (couple with 2 kids) and got a room on the 41st floor. The view was great but that is pretty much all you'll get.||I will not expand on the ridiculous room size, on the lack of privacy due to the bathroom' sliding door (leaving at least one inch of space between the wall and the door), on the impressive time needed to take a lift (you can easily wait 10 minutes), the daily queue for breakfast, shortage of food or on the lack of lobby resulting in constant chaos at the reception. ||In addition to the above, we experienced serious issues with the hotel' staff and management:||- One staff member got angry because our kids took a chair from another table, as the hotel staff did the two previous days (we needed a table for 8 people as we were staying with friends). She asked my son to "give back the chair" as he was having his breakfast. The staff showed an extremely unpleasant and arrogant attitude towards my wife just because she is not fluent in English. ||- The concierge and doorman tried to fool us when we asked them to call a taxi! They did all they could for us to take a private limo/van by lying to us on the taxi flat fee. We had to insist to have a taxi booked. Finally, when waiting for our taxi which was 1 min away (according to the app) the doorman insisted for us to take another one than the one booked though the app. I learned afterwards that some doormen are “commissioned” for such practices… Shameful. I am not sure those practices are legal but Marriott seems to be ok with that.||- During our 4 nights stay, our room could only be cleaned once since the cleaning lady only showed up at 5:30pm on December 30th and at 6:15pm on January 1st. As I am sure you can imagine, we were all (our friends and us) in our rooms late afternoon busy with showers of the kids after an entire day in the city and getting ready for dinner. We therefore only got our towels changed…| |When we complained about all those serious points to the hotel, asking for an explanation and a partial refund of our stay which wasn't worth the price we paid for (no cleaning, issues during breakfast,...) we were recommended to direct our complaint to booking.com since we made the reservation through their website. |||Stay away from this hotel, they are better options nearby maybe with a less stunning view but at least you won't come back pissed off with the impression of having been considered as a...