SpringHill Suites New York JFK Airport/Jamaica — Hotel in New York

If I could give this hotel a negative amount in stars I would. What a awful hotel and I do not mean the actual rooms I am talking about the associates that work here. I wish I could link my comment to the one that cites a gentleman associate accusing a guest of being a liar. That SAME EXACT associate was disgustingly rude to me. I also know he is a Jamaican man (not that it matters just for identifying purposes) that wears sunglasses when it is past 7pm and kicks up his feet on the front desk like he owns the place. ||||First let me start with the fact they messed up our room booking and we had to wait to receive a room. Because of that, a female associate said to my fiance we may park for free in the garge parking that is usually about $40 per night to park. We said ok, and ask if we may use that parking option, for our last night here, as we do not have a car right now, but we will before our stay is over and will need the parking. We proceed with our stay and when eating dinner our first night, I sent my fiance to the small shop they have for snacks for guests in the hotel. I ask him to get us some sodas. When my fiance comes back to the room he starts telling me how rude the gentleman at the front desk was and how when he asked to pay for the drinks he let out the biggest sigh because he was on the phone. And does not say good night, you are welcome nothing to my fiance in terms of pleasantries and just cashes him out and proceeds speaking on the phone. I chalked it up to perhaps he was having a bad day and we continued our night.||The next day when we go out and come back with our car my fiance calls the hotel to see if we can redeem our compensation of free parking. The same rude gentleman answers the phone and he is on our car speaker stating he knows nothing about that but he needs to ask permission from his manager. We say okay that is fine, please ask your manager, because we need to access the garage. The gentleman hangs up on us.||||Thinking the phone got disconnected, I get out the car walk into the hotel and see him on his personal cell, the same way my fiance described him to me before. I walk up and I say, good evening sir we were on the phone and you hung up on me. He lets out I guess his signature, "I cannot be bothered", sigh. I then say, you were supposed to be speaking to your manager... And he then says, "my manager is in a meeting". At this point I'm fed up with his attitude and his poor treatment of guests. And I said she is not in a meeting can you please go get her or I will wait here. ||He says fine, and ignores me for 10 minutes standing there and still on his personal phone call. So I said, excuse me sir, what is your name? What is the name of your manager? Ignores me again like he does not hear me and starts searching the desk for an invisible paper to look busy. I then say , hello I am speaking to you I am a human being..." He says "I am on the phone". I said I am a paying guest and that is how you're speaking to me and treating me? He said "yes I am". I say wow... Still I am standing there and another associate comes up and seems to be leaving for the day and mentions that this will be turning into a migrant shelter. I say to the gentleman, " you could have said something about that situation and I would've understood better you just don't ignore people."||I walk out tell my fiance and we find street parking. About 1 hour later we come back by foot to the hotel, and my fiance walks up to man at the front desk and his manager is there. He asks my fiance if he is checking in but sees me with him and sighs AGAIN and tries to tell my fiance, look there is the manager. My fiance said, "no im speaking to you, what happened between you and my fiance she said you were rude to her when one of your coworkers made a concession for us because of your f*ck ups in this hotel. " ||||The gentleman starts yelling louder than my fiance saying that I came in with an attitude. I then interject because that is not true, and said, "I did not come in with an attitude" and he proceeds to call me a liar. All of this in front of his manager who then steps in and asks him to remove himself because he gets so belligerent screaming about, "I dont care if youre Jesus himself, if I am on a call you need to respect that. Now you're standing acting like the victim" And that was his response when I told his manager he was on a personal call on his personal cell phone. That his call was not with a guest and I am a guest and I paid to be here. He flipped when I said that and brings religion into it... Which is super offensive. ||||The manager said she is sorry and we could use the garage now if we would like but I said no thanks we already found parking but to please get some customer service training for that obviously disgruntled employee. ||||Now as I am writing this review I am still here after being woken up at 944AM and again another intrusion at 1115AM, by housekeeping when check out is 12PM. The man in housekeeping walks fully into my room as I am getting dressed and I scream "it is not 12PM!" and he runs away. With this final point, I digress.||||||Sad to say this is a common theme with Marriott hotels in NYC... Off to the Hilton I go now and those member points can get lost in cyber space because I refuse to spend another dime on the Marriott Bonvoy...

If I could give this hotel a negative amount in stars I would. What a awful hotel and I do not mean the actual rooms I am talking about the associates that work here. I wish I could link my comment to the one that cites a gentleman associate accusing a guest of being a liar. That SAME EXACT associate was disgustingly rude to me. I also know he is a Jamaican man (not that it matters just for identifying purposes) that wears sunglasses when it is past 7pm and kicks up his feet on the front desk like he owns the place. ||||First let me start with the fact they messed up our room booking and we had to wait to receive a room. Because of that, a female associate said to my fiance we may park for free in the garge parking that is usually about $40 per night to park. We said ok, and ask if we may use that parking option, for our last night here, as we do not have a car right now, but we will before our stay is over and will need the parking. We proceed with our stay and when eating dinner our first night, I sent my fiance to the small shop they have for snacks for guests in the hotel. I ask him to get us some sodas. When my fiance comes back to the room he starts telling me how rude the gentleman at the front desk was and how when he asked to pay for the drinks he let out the biggest sigh because he was on the phone. And does not say good night, you are welcome nothing to my fiance in terms of pleasantries and just cashes him out and proceeds speaking on the phone. I chalked it up to perhaps he was having a bad day and we continued our night.||The next day when we go out and come back with our car my fiance calls the hotel to see if we can redeem our compensation of free parking. The same rude gentleman answers the phone and he is on our car speaker stating he knows nothing about that but he needs to ask permission from his manager. We say okay that is fine, please ask your manager, because we need to access the garage. The gentleman hangs up on us.||||Thinking the phone got disconnected, I get out the car walk into the hotel and see him on his personal cell, the same way my fiance described him to me before. I walk up and I say, good evening sir we were on the phone and you hung up on me. He lets out I guess his signature, "I cannot be bothered", sigh. I then say, you were supposed to be speaking to your manager... And he then says, "my manager is in a meeting". At this point I'm fed up with his attitude and his poor treatment of guests. And I said she is not in a meeting can you please go get her or I will wait here. ||He says fine, and ignores me for 10 minutes standing there and still on his personal phone call. So I said, excuse me sir, what is your name? What is the name of your manager? Ignores me again like he does not hear me and starts searching the desk for an invisible paper to look busy. I then say , hello I am speaking to you I am a human being..." He says "I am on the phone". I said I am a paying guest and that is how you're speaking to me and treating me? He said "yes I am". I say wow... Still I am standing there and another associate comes up and seems to be leaving for the day and mentions that this will be turning into a migrant shelter. I say to the gentleman, " you could have said something about that situation and I would've understood better you just don't ignore people."||I walk out tell my fiance and we find street parking. About 1 hour later we come back by foot to the hotel, and my fiance walks up to man at the front desk and his manager is there. He asks my fiance if he is checking in but sees me with him and sighs AGAIN and tries to tell my fiance, look there is the manager. My fiance said, "no im speaking to you, what happened between you and my fiance she said you were rude to her when one of your coworkers made a concession for us because of your f*ck ups in this hotel. " ||||The gentleman starts yelling louder than my fiance saying that I came in with an attitude. I then interject because that is not true, and said, "I did not come in with an attitude" and he proceeds to call me a liar. All of this in front of his manager who then steps in and asks him to remove himself because he gets so belligerent screaming about, "I dont care if youre Jesus himself, if I am on a call you need to respect that. Now you're standing acting like the victim" And that was his response when I told his manager he was on a personal call on his personal cell phone. That his call was not with a guest and I am a guest and I paid to be here. He flipped when I said that and brings religion into it... Which is super offensive. ||||The manager said she is sorry and we could use the garage now if we would like but I said no thanks we already found parking but to please get some customer service training for that obviously disgruntled employee. ||||Now as I am writing this review I am still here after being woken up at 944AM and again another intrusion at 1115AM, by housekeeping when check out is 12PM. The man in housekeeping walks fully into my room as I am getting dressed and I scream "it is not 12PM!" and he runs away. With this final point, I digress.||||||Sad to say this is a common theme with Marriott hotels in NYC... Off to the Hilton I go now and those member points can get lost in cyber space because I refuse to spend another dime on the Marriott Bonvoy...

Rooms were nice and staff was pleasant until it was time to check out.

Rooms were never cleaned during my stay. Nor did the bathroom have hand soap.

On Sunday I called the front desk and asked for late checkout and I was told I could check out at 4. I told them perfect but I’ll be out by two. I then scheduled a shuttle pick up to go to the airport.

Monday the day of checkout room service came knocking at 12 asking me to leave. I then said I have late check out. I called the front desk and they said they had no record of this. I told them that I spoke with someone and of course they started asking me for the blood type and hair color of the person I spoke to briefly over the phone the day before. I had no information of the person I spoke with. They then confirmed my shuttle time and told me it would be okay to leave at that time.

I then leave my room at 1:45 and board my 2pm shuttle at 2:15. While I am enroute to the airport the driver ask me for my terminal i then tell him the airport and the terminal and he then tells me that we don’t go to that airport. Which is confusing because there are two airports in close proximity to the hotel. He then calls the hotel and they instruct him to bring me back to the hotel. The driver turns around and drops me off at the Wendy’s. I then walk with my luggage to the hotel where I requested an Uber.

Two days later I check my credit card statement only to find out that I had been charged an additional day of stay. I called and spoke to the GM Christin Thompson, whom I explained the situation to. Instead of listening to my concerns she listened to respond. Her response was stern and loud and she preceded to twist my words to make them fit to her unwavering predetermined verdict. Once I began to match her tone she hung up. I would not recommend staying at this hotel due u professionalism, poor communication, and ill treatment of patrons. What was supposed to be a $590 stay turned into a...