SpringHill Suites by Marriott Savannah Downtown/Historic District — Hotel in Savannah

Overall, this place is nice enough. It is a good location, has a little breakfast included, and it is close to parking and walkable. The rooms are okay, though I think the attention to detail is lacking. Unfortunately, Marriott has issues with their online check-in for Bonvoy members. My spouse checked in hours before with our arrival time inputted. It never produced our digital key, so we had to wait in line. They had one young woman working, and she was having trouble helping the man in front of us. It was long enough that I was able to park our car at a nearby parking garage (even with issues there since one woman pulled in to the wrong side and was holding up traffic) and make it back when they had JUST gotten in the elevator to head up to the room. My spouse asked about the digital key when checking in… after we got back from a carriage ride AND dinner, nothing had changed. He asked AGAIN, and it was finally handled.

The rooms: We were placed in a handi-accessible room with a king bed and sleeper sofa. It was large and open, as would be needed, and it was clean enough, I suppose. (When we made up the sleeper for our kids, the stains seen there were - yikes.) The bed was veeerry uncomfortable, with a very obvious dip into the center. It also had a blanket on it that did not cover it - it couldn’t reach the sides of the beds, which made for lots of cover re-arranging throughout the night. Perhaps they accidentally used the cover from a queen-size bed? The extra pillow used for sleeper sofa didn’t have a pillow case. The bathrooms (split between a toilet in one and a shower in the other for accessibility) were odd. The toilet bathroom had the brighter lights while the shower bathroom had dim lighting but a “make up” type mirror. So weird. It’s like they switched up where things should go, so you had to do your makeup in the toilet bathroom with the “normal” mirror and you had a harder time seeing to clean in the shower bathroom. (Not sure this makes sense but the pics might help.) The floor is also REALLY slippery after a shower. Be careful. (My spouse almost fell and my youngest did fall.) Also the vanities don’t have drawers - just open caverns. If this is for accessibility, I think it’s odd nothing is low enough to reach while sitting (for those in wheelchairs)…

Layout is okay but the AC points toward the door… the bed is on the other side of the room. So sleeping, if you want it cold (like “they” say you should have), you would have to have it pretty low.

There is a fridge and microwave, which is cool. We didn’t use them this time, but we might if we ever stayed here again. There is also a armoire/stand alone closet thing. There are two drawers inside, which is nice.

I’m not sure what the regular rooms look like, but there were some issues in the room we stayed in - it’s also very loud when people leave their rooms (shook our whole room when the doors slam). The sound-proofing from outside (we were right over the valet drive and outside street) seemed pretty good. We do sleep with brown noise, which I think helped.

Oh! The stairwells don’t require a key, which we didn’t love being literally right across from the door to the stairwell. Seems like a potential safety issue since people can easily walk in right off the street.

Breakfast was okay but packed! Coffee was not bad, and the ladies who worked there were ON TOP OF IT! They seemed to be constantly refilling things and making sure it was running smoothly.

I would probably stay here again if the price was right, but there are some issues that could be addressed. Some of them (service, online key issue, cleanliness) would be relatively easy to work on, and some issues (design layout, safety with key access) would take...

I first entered the hotel at 8 AM. I asked the front desk staff if any rooms were available. The two agents responded, telling me check-in wasn’t until 3 PM. I said I understood that but asked if they wouldn’t mind looking up my reservations to confirm and taking my number so they could call me when rooms became available. Acting like that was an unreasonable request. They told me the hotel was sold out the night before. I mentioned I am a Bonvoy Gold elite member, and our reservation was made through the sales department. I asked if we could please receive priority on the first rooms available. I then walked away to start my work day. A little over an hour later, I returned to the hotel. I again asked if rooms had become available. The same front desk staff from earlier responded that housekeeping doesn’t arrive until 10 AM. I said that sounds like a bad policy. I then sat in the lobby with my coworker and waited 30 minutes. The hotel didn’t seem overly busy. I counted five people and groups stopping by the front desk to check out. I then had to return to work. At just before 1 PM, I returned to the hotel for the third and final time. I asked the same front desk staff of two agents if our rooms were ready. Without even looking at their computers, they said no. I said I’d now been waiting since 8 AM. Housekeeping arrived at 10 AM. I’ve seen many people check out already today. You’re telling me that the hotel couldn’t turn over three rooms in the last three hours? They didn’t respond. I then asked for the manager. Elizabeth Weinel, the manager, arrived. No pleasantries were exchanged, as one would encounter in a customer service situation. I explained the problem again. I was here since 8 AM, came back around 10 AM, and now I’m here at 1 PM and looking to get into our rooms. I’m having difficulty believing that not one room has checked in today, and without hesitation, manager Weinel asked for my name, that she was going to cancel all three rooms. In shock, I asked her if she were serious. She said yes. In my 20 years of working on the road, this is the first time something like this has happened. I wasn’t rude or offensive. I was treated from the beginning like It was a problem for the staff that I was there requesting an early check in. They were rude and unwelcoming. They didn’t say hello, good morning, how we can help, or anything one expects from the hospitality industry. These employees and their manager are not representing Marriott in the way I’ve been accustomed to. I am taking my business to Hilton, IHG and other hotels. I will never do business with Marriott again if this is the level of customer service...

I stayed with my family for 2 nights in August 2016, and had a very disappointing experience. I am posting what I consider a very fair and unbiased account of my experience, and I will discuss both our negative experience and the pros of staying here.

We checked in around 7pm, and went to our room to unwind after a long day of traveling. The room was beyond disgusting, and clearly had not been cleaned before we arrived. To name a few examples: there was pubic hair with semen on the nightstand, popcorn and raisins on the floor, rolled up tissue on the floor of the bathroom and a huge ball of hair in the middle of the floor in the room. We were completely disgusted, and called the front desk. The person behind the desk (Dimetry) was very nice and apologetic, and moved us to a different, clean room.

The next day we left early to see the sights and came back around 3pm. We were surprised that the room was not cleared and the beds were not made. We called down to the front desk and requested that the beds be made, and they said it would be done right away. We left and came back a 6pm, and they still had not been made. We again spoke with the front desk, and left again. By 7pm when we came back again, we were shocked that the beds were still not made. They were finally made at 8pm, long after my kids should have been in bed. This was simply unacceptable.

Some of the people at the front desk were a little snooty when I complained, but the managers were all very nice. But there were other smaller things that bothered us as well: the hotel is very understaffed, so if you ask for something (extra towels, blankets, etc.) expect to wait a while. We requested a crib in the room long before we arrived, but it wasn't in the room when we got to the hotel; we had to call 5 times over an hour before they finally brought it. By comparison, in every other hotel we stayed at, the crib was in the room when we arrived. And the breakfast, while free, was very mediocre at best.

Wasn't all bad though; here's the pros: The location could not have been better. Easy walk to everything downtown. Whirlpool tub in the room was pretty cool and nice to enjoy after a long day, although it is not very private if you are sharing the room with kids or other people. The breakfast was not very good, but the fact that they offered a free breakfast at all was pretty cool. The price for everything the hotel included was very reasonable.

All in all, I had expected much better, and was quite disappointed. However, with all the pros, I would consider giving them a second chance (although it would take some convincing of my...