SpringHill Suites by Marriott Navarre Beach — Hotel in Santa Rosa Island

The location is beautiful, however the staff from the front desk to the restaurant attached and even managers are rude, they flat out lied to us several times. First occurrence was that they advertise that each day there is cotton candy, snow cones or popcorn available during the day for certain hours in lobby. The first day we asked about this and they said all the machines were broken, we later happen to be in the elevator with a manger and another manager or supervisor and mentioned this. The manager said he was unaware of any machines being broken and would look into it. When they got off the elevator my wife said that was the man that told me they were all broken. ( speaking of the other manager) So we had a supervisor look us in the eyes and lie to our face. Later that day an elderly woman slipped and fell by the pool, the next day my wife slipped and fell also by the outdoor restaurant part. The waiter had pushed the slippery when wet sign up against the wall behind a water dispenser so the warning sign is out of his way. We said something to the front desk and nothing was done, they still had the warning sign tucked away and out of sight. The staffs complete disregard for customer safety is shocking. Lastly, after we checked out I had noticed 2 separate charges on my credit card from the hotel, however only one of them was on my receipt. I called and explained the charges and asked what the second charge was , I was informed that that was a mistake and they had been training new employees but would have that charge reversed. a couple weeks later after reviewing my credit card I see a refund from the hotel and then 5 days later another charge to cancel out the refund. I call a second time to ask what this was about. I was told the issue would be taken care of and I would be contacted by the manager. I never received a call, and the charges were never taken care of like I was told they would be. I called back a third time and asked for a manager, A lady named Joyce answered and said she was a manager, I explained everything again and she apologized and said she would refund all charges for my inconvenience, email me proof and call me back to verify I had received everything. Needless to say I never received an email, a phone call or the credit to my card that I was told for a third time would happen. This morning I called back a fourth time and asked to speak to a manager, the lady asked if she could help me and i kindly explained that no I wanted a manager because I had already been "helped by 3 other people", She informed me that Charles the manager was in a meeting and again insisted I give her the details before she would give any message to Charles. I again explained I only wanted to speak with the manager. She started getting an inappropriate attitude and said I should just tell her because the manager will just write everything down and give it to her anyway. I again asked for the manager and asked why she has an attitude. She said yes I am giving you an attitude, do you want my help or not. I asked her name she said it was Abi. I hesitantly explained her everything in detail including that last time the manager Joyce said she would take care of this. Abi said they don't have any managers or supervisors named Joyce. So this is the 3rd lie I was told by the staff. Abi was continuing to be rude and confrontational and explained the extra charge was for a room upgrade. I asked why was this not on the receipt, why was I told it was an incorrect charge by 3 people, and why was I told it would be refunded. All she did was send me a copy of another receipt and said she would pass on the message to Charles the "manager" and...

We love this place! We stayed the second week of June 2024. This is the second time we have stayed at Springhill suites in Navarre. The location is phenomenal. It’s right on the beach with a great pool. My grandson son is 3 ½ and enjoyed the lazy river so much that one day he had gone around almost 50 times by noon. The rooms are nice. We like oversized suites with a balcony. On our first night, we dined at the hotel’s restaurant. The food was good. Our server was Katie, and she was very nice. My wife had peel and eat shrimp and it was great. Throughout our stay we would order peel and eat to go and put it in the fridge. Later that night we would have a drink, munch on some shrimp and watch the sunset. Breakfast is good, not great. Seemed like most things were pre-cooked and just warmed on site. Honestly, I enjoyed it. Great way to start the day. The women attending the breakfast area are top notch! Everything was so clean, and they were so friendly. They have a great pool. Shawn is the pool side server. He’ll get you food and if you’re having a cocktail, he’ll suggest a floater. Just do it. It’s vacation. Dustin was fun as well. Great conversation. On the beach you can rent chairs and umbrellas. A little pricey but so very convenient. Daniel will take care of you. Super nice guy. Well, here’s where things went wrong. We arrived on a Sunday and departed on a Sunday. We like the oversized suite with a balcony and two queen beds. There are four of us. Because the hotel was full, for the first two nights, we stayed in a room without a balcony. I love sitting outside. When it came to move, they gave us a room with one king bed. Again, there are four of us. I went to the front desk and told them that the room was wrong. They said this is the only room. They said the air conditioning was out on the whole 4th floor. I felt sorry for them, but it wasn’t my fault. They girl looked at my and said “Well, YOU wanted a balcony.” Like this whole thing was my fault. It seemed what she was really saying was “It’s your fault for reserving a room with us”. I asked if we could just stay in the room we were in with the two queens? Nope, that was reserved. I felt like I was in an episode of Seinfeld. I asked “my options are four of us in a king bed or leave the hotel?” She said yes. I love this place and I didn’t want to leave. I asked if I could at the very least get a discount. She offered what amounted to 10%. So I was paying $600 a night to sleep on the couch. I went to the room and called Marriott. I’m a Marriott Bonvoy member. The gentleman on the phone as nice and told me he would make it better. Awesome! When I arrived home, I looked at my bill. They hadn’t discounted anything. I called Marriott again. They said the hotel refused to discount my bill. Marriott said they would escalate my concerns if I would write and email. I did. The Hotel discounted my bill. I wasn’t looking for anything free, just to be compensated for having to sleep on the couch. It’s truly a shame the way this was handled. They knew the air conditioning was out and they knew were giving us the wrong room. Either they did have authority or just didn’t care. The first words out of my mouth would have been “I’m sorry, but there has been maintenance issues and we are unable to get you into the room you reserved” In the end we still had a wonderful (yet somewhat sleep deprived) vacation. I would recommend this place to anyone and we will be returning next year.

Oh and one more shout out. There is woman with short blonde hair. I didn’t catch her name. But she was always busy cleaning and making things look nice. She had...

The sheer lack of what could even be called appropriate customer service and respect led me to publicly tell the nightmare my husband and I had with his place on November 7, 2023.

I booked a room for our honeymoon with Springhill because we have visited before and really enjoyed our stay. I reserved a king room on the gulf side months ago. Check-in process went smooth, get up to the room and it is a handicap room with a tiny shower - not what we originally booked and paid over $2,000 for 5 nights. Called the front desk, was told thats all they had and we could switch to another room that had a different bathroom. Get to the next room, unpack all of our things, husband takes the luggage cart back down and I tried to adjust the air because it was hot and stuffy in the room - thermostat doesn't work. Called back down to the front desk and was told maintenance would be up shortly. Few minutes later got a call saying the air was not working on that floor and they weren't sure when it was going to be fixed. I refused to pay $2,000 to sleep in a room with no air conditioning for a week so we asked to switch again. This time they show us a room on the first floor - with no balcony. Again, not what we paid for or booked months prior. Finally they say there is a double queen on the inland side we can have. At this point it is almost 9pm, too late to go anywhere else. I asked to speak to a manager, the food and beverage manager comes out and tells me there is nothing she can do because she doesn't have a login to do anything with rooms. I ask to speak to a manager or someone who can log in. She goes in the back, makes a call to an Abby, comes back out and tells me we have to wait until in the morning to get some sort of answer as to how this situation will be compensated/rectified. I asked to speak to a supervisor. Supervisor has gone home for the day, isn't willing to speak to anyone over the phone to offer any sort of solution.

The next morning, we go down to speak to the supervisor who was quite frankly a complete jerk. Told me that what I initially received when I checked in WAS what I had originally booked, though I was looking directly at the booking that had pictures that did NOT match what they stuck us in. He also informed me that "tensions were running high" and showed no remorse or apology for us being in 4 different rooms the night prior.

I asked what the solution was because I was not willing to stay there for the week after being treated like an afterthought and he informed my husband that we would be allowed to check out with the previous night being refunded and the hold for the remainder of the week taken off the card with no penalty if we chose to leave. We left, the hold was removed for the remainder of the week however we were charged $250 for a one night stay in a room we DID NOT book and now the same one who told me a refund would be issued informed me today, over a week later when I called to check on the status, is saying there will be no refund and I can dispute it with the bank.

Never in my life have I been treated so poorly by a hotel and made to feel like a true inconvenience instead of a valued guest. They truly could care less about their guests. This supervisor in so many words implied I was lying about what I booked and refused to admit any fault of the property. I would NEVER recommend this hotel to anyone and advise you to cancel your booking if you currently have one because there is a high probability you will be treated like scum...