SpringHill Suites by Marriott Pittsburgh Southside Works — Hotel in Pittsburgh

This stay started off bad but ended ok, not good but ok. When I first arrived, I was checked in by a young lady who wasn't the friendliest but that's ok, she was able to check me in. She failed to explain what if any amenities were available nor asked me if there was anything she could do to make my stay pleasurable here. That may seem like a small thing but nonetheless, it completes the "home like experience." Anyway, I was given my room key and assigned a room on the 5th flr. Upon my arrival to my room, my door was propped open by the lock on the door. Upon entering, I noticed several issues. 1.) The couch was a little dirty. 2.) The sheets appeared slightly stained on one side of the bed. 3.) The garbage can was filthy and 4.) (most important one) as I walked to my room window, I was greeted by the blaring sound of a train. Trains were running through the back of the hotel rather frequently that night. These were freight trains I should mention. Each train probably had at least 30 cars attached to it minimum. So it was loud and terrible. Even though I had my earplugs, I'm an extremely light sleeper and I was there on business so I needed to get rest. I went downstairs to the front desk and asked the young lady who checked me in to please switch my room. The young lady stated to me, in part, that there were no rooms available at all. That the entire hotel was sold out. Something sounded a little off about that but I had just driven 6 hrs from NYC so I was tired and therefore made no fuss about it. Needless to say, I got no sleep that night. I couldn't understand how the hotel was sold out assuming there were no major events/games taken place that week/end. So the very next morning, on my way to a meeting, I stopped at the front desk and met a nice young guy in whom I asked if it was possible for me to change my room as my room was too close to the train tracks and I couldn't get any sleep. I hate that I can't remember his name but he was extremely helpful. He explained to me that indeed, the hotel was absolutely NOT SOLD OUT. In fact, I could've changed rooms that night. I asked him if he was sure of this. He then stated to me that he couldn't understand why this wasn't done the same night I requested. There were plenty of rooms available for me to go to. What's more, he got me a room right across from the one where I was which was opposite of the train tracks. From that night thereafter, I got sound sleep...

This was the single worst experience I’ve had with Marriott or Spring Hill suites. It reminded me of a motel 6 type of experience, or similar type hotel from the old days in 1990s. I pay for my credit card and get certificates for category 4, and there are many options but I choose this place because of the location. I also used 30,000 points for the third night and drained my points now. That hotel is not run very well and had poor customer service, inconsistently, untrained employees, not to mention terrible beds that If the manager or owner did audits of the room would see that the bed is ruined.

I should not have wasted my certificates and points on the poor quality and experience I had.

Bed was concave. Literally it was sunken in as if 2,000 person had slept there every day for a year. Very awkward and uncomfortable. The 2nd bed was better but not to the standard of any hotel. No one made up the room. When I asked I was told “we don’t go in rooms because of covid.” I believed this but then when I checked out another woman said “well if you stay for more than 1 day we will do it upon request.” I was never told this when I checked in. And I know other hotels are going into rooms. I ran out of towels daily and shampoo once because we had 4 boys and showered daily…and I was told “you need to come down and get them” despite there clearly being 2 or more people down there each time. Asked for sheets and blanket for the pull out. I received sheets but no blanket. Try again. Got a blanket which was rough, crusty and not soft although I’ve had this same blanket before at other Marriott and it should be soft. I go down to get some snacks asked to please charge it to my room. The woman said “you’ve maxed out your ability to charge things,” which doesn’t make sense because I used certificates and points and I gave a card for incidentals. She didn’t care to figure it out for me. Two evenings I walked in and the attendants are sitting in a cluttered area behind the desk in blankets texting and talking. Ok. but then when I call down it takes 10 rings? Pool had 1 towel when I went down in the morning with my two sons. It clearly had not been stocked and the standard work for the hotel team was not followed. I was there in the morning 11AM, It’s not because a bunch of people used it that morning it just...

The stay your really asking about is August 23,2019 to August 25 2019..This was the second time in 4 months that I stayed at this hotel. When I was there in May 2019, I had some issues with the bathroom sink getting backed up. I called the front desk about this problem but it wasn't addressed. I took the stopper out myself and the sink was clogged with HAIR. I was very upset about that. Then the toilet got backed up. I called the front desk and there was NO ANSWER. My friend happened to be smoking outside and i texted her to tell someone downstairs about the clog. They gave me a plunger and I did it myself. There wasn't a Manager on duty on a Saturday night. When I checked out the girl at the front desk asked me about my satay and I told her what happened. She apologized and awarded me some points.for the trouble. Even after all the issues I had I liked the location of the hotel and it was nice seeing the river from my room. My son goes to Duquesne University and I could have stayed much closer to the school and even in another Marriott due to the discounts all the hotels give but I gave your hotel another chance. When I checked in on August 23,2019 the young man at the desk was very nice but didn't tell us about breakfast or the bar at the hotel. He gave me my room key room 302. I said is that the room I stayed in the last time? He looked and said yes it is..Due to the sink and toilet issues in May 2019, I asked if there was a different room with a better view of the river. He said yes its the last room. When we got to the room I was so annoyed because I didn't get any view of the water. It was a full City view of the South Side. I didn't do anything about it because after traveling and moving my son into school I was exhausted. I am disabled and it is hard for me to walk far distances. We were in room 325 which was one of the last rooms on the floor. Even after all that I wouldn't have minded because I find the rooms comfortable. I was going to brush my teeth and the sink kept backing up fast and it didn't go down for hours. We went to tell the front desk and there were 4 other people waiting and complaining about the same issue..I don't understand how a hotel such as Spring Hill Suites would not have a manager on duty on a busy weekend. The front desk person also has to run the bar? This I don't...