SpringHill Suites by Marriott Phoenix North — Hotel in Phoenix

This Springhill Suites hotel falls far short of expectations. The dated facility is well-maintained but needs a facelift. The guest rooms’ bathrooms are particularly in need of attention. In my room, the tub’s coating is peeling, and the overflow fixture has rust.

The HUGE problem, though, is the breakfast bar. It was almost half empty with no effort to restock. In fact, it felt like it had been this way for some time; not temporary. No milk—they put Half & Half in a pitcher and tried to pass it off as milk. I watched one guest after another ruin bowls of cereal by pouring in Half & Half. No juice…of any kind. The machine looked broken, nothing was labeled, and one tap after another was dry. Upon “alerting” the front desk, they just acknowledged the issue and directed me to small jello cup containers of cranberry juice, which ran out in minutes and were never replenished. So the only liquid available at the entire breakfast bar was a glass cooler off to the side, filled with ice water and some lemon wedges. They had two silver hot serving stations, one with microwaved link sausages and the other with premade/prepackaged microwavable breakfast McMuffin type sandwiches. It was actually comical to lift the silver lid and see the prewrapped sandwiches instead of scrambled eggs or pancakes or whatnot, like we’re all used to in these setups. They ran out of paper plates, and said “someone is getting some more.” Meanwhile, a guest was just finishing a do-it-yourself waffle batch and was desperately hoping they’d come with plates before his waffles burned up! Trust me, worst setup and service I’ve ever come across at a breakfast bar.

Those shortcomings exposed the lack of concern for guests’ issues by the customer-facing staff, time and time again. I made several trips to the front desk to report these issues. Each time, I was given an explanation or a reason, but never an attempt to fix the issue or solve the problem (except hunting for paper plates). You could just feel the apathy, feel the shoulder shrug. This isn’t Springhill Suites!

Two final examples: that afternoon I asked the front desk if they might have ibuprofen for my back stiffness. The clerk looked over her shoulder, saw there wasn’t anything there, and said, “Oh gee, we’re out. We’re waiting on a shipment.” I was not convinced I was hearing the truth. As I went out the hotel that evening I pointed out that the bottled water mini fridge up at the front desk was completely empty, and the response was something like, “Oh, OK.” Never got up, never said “we’ll restock it”, just “OK.” It was still empty 24 hours later.

The numerous breakfast bar issues should be easy fixes. Changing staff behavior may be more difficult. And the facility will need updating soon. Until at least those first two things are addressed and resolved,...

First & Foremost, I was not expecting so many sketchy people around the property especially by the back facing the pathway. My last night there were 2 drugged out scantily clad women roaming the floor I was staying in when I got back to my room. The breakfasts were inconsistent: (One morning there was no milk, half the mornings they had at least one hot food item & half the mornings they didn’t - they were never willing to go in back & get replacements when asked politely). Some of the staff could not care less if you have high Bon Voy status & staying a week: especially the middle aged lady that wore a blazer jacket and I think her hair was in a bun (not to be confused with the younger blonde- she was nicer than the middle aged lady who seemed to be a manager): but from most of the staff no hello’s, no welcome/welcome back’s- just cold glares. I was not welcome once nor was I welcomed to Phoenix despite it being my first time in Phoenix and despite my significant status with Marriott Bon Voy. The staff here for the most part except the brunette lady in the evenings and the gentleman that checked me out - those two were nice when approached. There were multiple stains in my room- around the toilet, one of the night stands, carpet by the couch, I found an Empty soda bottle under one of the couch cushions, etc. The pool is very small- not even worth visiting. There is only one elevator for the entire property and it includes housekeeping using it throughout the day. The internet was difficult to sign on to initially because of where my room was situated it kept wanting to switch wi-Fi between the hotel and their neighbor TownPlace’s wi-Fi. To their credit, they did resolve this issue through tech support. Overall, I did not enjoy my stay, I did not feel welcomed or that my loyalty status was appreciated, the hotel is not well staffed or not well managed, the amenities aren’t that great and feel cramped, sketchy people both right outside and inside the hotel, room didn’t feel well kept or cleaned like it should be, and this definitely DOES not feel like a SpringHill Suites- feels more like a...

The hotel is a converted SpringHill Suites. The rating for this hotel is based on the management they understand Hospitality they listened to concerns and complaints and made corrections which is unheard of today which is also nice to experience that I had a few problems during the stay in they corrected quickly. One of the problems that seems to be prevalent is the breakfast always gets out late which is frustrating if you have a 7 appointment. It's usually 5 to 10 minutes late everyday and then they wrap up all the other parts of the buffet so you couldn't make a bagel get juice or something prior to 6:30 am almost like a college cafeteria. The other issue is having road noise if you're near the highway they have ear plugs that they put by the bed to help but your best to get them far from the highway and then put on your fan and you'll be fine it'll be a quiet room.

They do a great job of recognizing you as a Marriott frequent stay and I felt privileged to be there as a recognized your status which is very important as you travel from hotel to hotel and one of the reasons I left the Hilton. I'm now staying primarily at Marriott Hotels. This is not a luxurious Hotel. However, all the rooms are spacious with a microwave and fridge it is a business hotel that's a step up from a Hampton and the breakfast is excellent once it's out and I said the management staff goes out of the way to make sure you are feeling comfortable. Management addresses professionally any issues. This is not common in today's business hotels. As with any Marriott Hotel, the TV Guide is easy to use you can also internet stream Netflix HBO Showtime through your TV which is also a great feature not found in Hilton or Hampton. Although located on the highway, it's located near an Outback is also several fast food locations nearby it's also near a Best Western and a Marriott Courtyard. The only issues are the highway noise and aged property and late breakfast buffet. I would say it's a comfortable...