SpringHill Suites by Marriott New York Queens — Hotel in New York

Disappointing Experience – A Marriott Bonvoy Gold Member’s Perspective

As a long-time Marriott customer and Gold Member, my family has always chosen Marriott hotels for our vacations. Unfortunately, our stay at this particular hotel during the Christmas season was the worst experience we've had so far.

We used all of our points for this stay, and it was simply not worth it. Given our experience, we are unlikely to return, and I would advise others to reconsider booking here.

First, it was clear that the hotel was not adequately prepared for the number of guests during the busy holiday period. The property was severely understaffed, and common areas were overcrowded. With only three elevators available—sometimes just two when one was out of service—getting to our room became a frustrating ordeal. We often had to wait for over 30 minutes just to get to our floor.

The breakfast was disappointing compared to other Marriott locations. Food consistently ran out, and it took far too long to be replenished. While we understand that the staff was working hard, it was evident that the hotel was not equipped to handle the volume of guests. At times, some food items weren’t refilled at all, which was particularly concerning given the holiday demand.

The real issue seemed to lie with management. Communication among the staff was obstructed by language barriers, and even employees appeared to struggle with basic coordination.

In our room, we encountered multiple maintenance issues. The air conditioner only worked when the window was open, which was uncomfortable given the freezing temperatures outside—likely a design flaw. Additionally, several lights in the room didn’t function, and the shower door wouldn’t close fully, leaving the bathroom floor soaked after every shower.

While coffee was available in the lobby throughout the day, the syrup and topping station was a mess, which reflected poorly on the overall experience. To add to the frustration, something as basic as water was hard to come by. The gym’s water dispenser was out of order, and when we asked the front desk for assistance, we were told to purchase bottled water from the hotel store. It's hard to understand how a hotel of this caliber cannot provide something as essential as water for its guests.

As for the location, it was another major downside. The area didn’t feel welcoming or secure, and we found it to be quite unsafe, especially after dark. While the subway was a few blocks away, the neighborhood had a shady and unsettling vibe. Walking around at night made us feel uncomfortable, and we didn’t feel safe in the surroundings. Given the busy holiday season, this added a significant layer of stress to our stay.

Given the issues we encountered, we fully expect to receive the standard, copy-paste response from the hotel management: a generic message about how they are "working on it" and "improving for the future." While we appreciate any effort to improve, that response doesn't make up for the loss of our points or the time we spent in an underwhelming and frustrating environment.

Overall, this stay was far below the standard we’ve come to expect from Marriott. If you’re considering booking here, I would suggest looking elsewhere. This experience has certainly made us rethink our loyalty to Marriott.

Images description: 1 Pile of used dishes at breakfast table 2 No water in water dispenser 3 Messy syrup and...

hey folks.. i stayed at the Spring Hill Suites in Long Island City from Feb 23rd till Feb 25th..its my 2nd stay at a hotel in LIC area,first was at Hilton Garden Inn LIC,,just want to mention that i am a new yorker,born in Manhattan,lived in Bronx and Queens,,That area where these hotels are built are near the 21st Quuensbridge Housing projects...Queensbridge Housing was v Wayback ery sketchy back in my days,i had a 2nd cousin living there,that i would visit from time to time...but from my experience in these 2 hotels,it is very safe(mostly in the day and early evening) for everybody..i live outside US and went down twice with my daughters and felt safe walking around,but my mind you anytime after 8-9pm..i had my NY guard up,its a NY thing..Anyways back to Spring Hill Suites...When we checked inn it was very smooth,but there website indicated that they accept cash deposits,but clerk said they are a cashless..Good thing i had various credit cards with me..its true they are cashless,when you buy snacks from the display fridge in lobby you have to scan items and pay by card..the only cash that is accepted is when i tipped valet drivers and housekeeping,hahaha..all good..now here are the positives about this hotel....great location about 30 min into manhattan,by subway(15 min walkking to F train station on 21st street and 15 min subway ride into first stop in Mnhattan)..Fantastic breakfast,the variety is overwhelming,one of the best breakfeast i have had in my many travels,if not the best so far,crispy bacon,scrambled eggs cooked perfectly,spinach and cheese quiches,sausage and egg on muffin bread,good coffee,juices,milk etcc...The parking @$45 +$4.67 valet tax,yes they tax you for it???,,worth it..i had a rental..if your own car,well just park on street,as long as you have insurance,lol...Another great thing is a food truck outside hotel called Wayback Burgers,very good burgers,hot dogs and chili cheese fries and a another food truck 5-10 min walf from hotel on 40th street called Mama Hatties food truck if you in the mood for soul food...Overall my stay was very good..the only negatives is that during our stay,we had a room on 2nd floor,once 6pm hits you had a strong smell of marijuana,on both night we stayed,,some guest obviously was vaping,my daughters are 24 and 27 years old,but imagine if you have children under 14 or infants ,for me unacceptable,,security did not do diligence,they should have been doing rounds and knock on doors to find out who is not folllowing hotel policy..besides that,i will strongly advice all of you,to check your bill or folio as they have it there,for discrepancies,it might happen that you get overcharged for something,,in my case it was parking,one of their staff,probably inexperienced or not reviewing my stay,charged me for a 3rd day of parking,when we were there for 2 days of parking,,he should have a verified with me to confirm that i stayed for 3 days /2 nights..anyways i alerted the hotel,once i saw my credit card statement reflected the overcharge..Spring Hill Suites is part of Marriott Hotels and they are on top of it..so basically i titled this rewiew,,Spring Hill Suites Rebook or not,,Answer i will rebook but will make sure mistakes not made on my credit card...its aclean and very safe hotel,i saw many tourist from spain and south america there with families,so i recommend this hotel..Take care all you...

First of all, be advised, these rooms are NOT suites. Despite it being in the name, and the booking on the Marriott Bonvoy website clearly calling the rooms "suites" they are just run of the mill double queen or single king rooms - fairly small rooms, at that. (In fact, according to the front desk staff, there are no traditional suites available at this property. There are also no connect/adjoining rooms anywhere on the property so that's not an option either.) When I complained about booking a suite and getting a regular room, I was told that's how they define "suite" at that property. So evidently Marriott's marketing folks have decided they can redefine words at random. The the only offer of compensation I received was "You can check out if you like. We won't charge you." That was the extent of the customer service on that issue. Once you get past the fact that you were lied to about what you booked, the rooms are OK. They're clean and comfortable. Again, they're really small. I've stayed smaller rooms in properties advertised as micro-hotels but this was the smallest room I've ever stayed in at a standard hotel. (Not to belabor the point, but the difference between expecting a suite and getting their room was shocking. Do not stay here if you need a little more space.) The location is horrible. It's in the middle of an industrial section. There's nothing within an easy walk that doesn't involve walking down somewhat sketchy streets. I'd be OK with this if I were alone but I was traveling with my elderly mother so walking was a non-starter. This includes the nearest subway station. Queens is very racially and ethnically diverse, which is why I thought it would be fun to stay there, but if you travel a lot you can tell the difference between a vibrant bustling street scene and people hanging out on the corner up to no good. The main street in the area is the former. Unfortunately, you have to walk through a half mile of the latter to get to it. We took Lyft everywhere, dramatically driving up the cost and offsetting the value the place offers. Finally, most of the staff were rude. And I'm not talking typical New York abruptness. There was plenty of that, but I understand & expect it. I mean they were callous and uncaring. I only had two staff members give my concerns any credence while I was there. We had housekeeping walk into our room without even knocking about an hour after we checked it. I had a front desk person cop an attitude when I asked for another bottle of water "These are only for guests at check in." OK, nobody said that and other Marriott properties I've been, like the Radisson I stayed at the night before I flew to NYC, provide water as a complimentary amenity. I asked if there were any more bananas at breakfast and was told "If we had more bananas, they'd be out here." Most of the staff chose rudeness whenever possible. If you don't like people, don't work in customer service. Overall, you're not going to get what you think you're booking, the location is a $35+ Lyft ride from anything cool, and the people are, on average, indifferent. If you're traveling alone, can walk to the subway without worrying about a rough street scene, and don't need anything but a clean bed and shower, it's a pretty solid place. If you are traveling with kids or older folks, or need a little bit of room, or have a concern, it's not the...