TownePlace Suites by Marriott York — Hotel in Springettsbury Township

We stayed at the TownePlace Suites York for five weeks while we were relocating to the area, and it was a really pleasant experience. We had everything we needed to live comfortably including a 2-burner stovetop, full-size refrigerator, microwave, dishwasher, pots and pans & cooking and eating utensils. It was close to many shops, restaurants, a post office and a park with loads of trails was only a few miles away. Plus, from our room on the second floor, we could see deer in the nearby field. It was also so nice to be able to have our 2 pets stay with us for a reasonable additional fee. But what made the most impact upon us was the friendliness of the staff. 99% of the staff members we encountered were super friendly, accommodating and treated us like we were truly valued guests. Every time we needed additional supplies, we got them quickly and with a smile. All that being said, it wasn't a perfect stay. There were a few times during our stay in which something needed to be rectified. As an example, we asked for our room to be cleaned once a week only on Saturdays. One Saturday, our room was not cleaned well at all. We mentioned this to the manager who was extremely apologetic. He also informed the head of housekeeping who personally cleaned our room the following week and did an amazing job. In addition, we had an incident in which the guests who were staying above us were making way too much noise at all hours of the night and in to the next day. I called the front desk, and she walked to their room and spoke to the guests who quieted down after that. The hotel also needs some updating. The curtains in our room had large holes, the screens were ripped, the carpet was worn, and there were chips on much of the furniture. There was also an entire weekend in which we couldn't make waffles for breakfast. We mentioned it to the breakfast attendant who was there at the time, and she said that "no one had set it up." That was disappointing because we really looked forward to our weekend waffles. However, the regular breakfast host was off that weekend, and she was always on top of everything when she was there. We said something to her about it when she returned on Monday, and she made sure there were waffles the following weekend. Overall, we really enjoyed staying here, and I would not hesitate to recommend this location. It was an exceptional value especially considering all that was included, the treatment we received, and the price we paid...

This property is very poorly managed and several things occurred/went wrong that made our stay unpleasant. First, we booked the 2 bedroom suite months in advance for 6 people for a volleyball tournament (1 adult, 5 teenage boys). I called the hotel the day before arriving and they confirmed my reservation and that the 2 bedroom suite would accommodate all 6 of us. Upon arrival, I was given the excuse that the 2 bedroom suite we were supposed to be in was soiled and they couldn't accommodate us in that room. Instead, they put us in 2 separate king rooms. This was not ideal as I was responsible for the 5 boys traveling with me and was not at all comfortable having the teen boys in a separate room without adult supervision. The hotel staff didn't offer any other solutions (1 bedroom suite with rollaway beds). I overheard them offer other guests other solutions and also held rooms at a nearby Courtyard for those guests, however, they offered us no alternate solutions. We had no other choice but to accept the 2 rooms with the possibility of getting a 2 bedroom suite for the 2nd night.

The staff at the front desk complained openly about Marriott Bonvoy "overselling the hotel" and they didn't have enough rooms for the amount of people that were booked.

The following day, I witnessed/heard loud noises and yelling coming from outside my window. One of the female property managers was in a violent screaming match with several male workers. Lots of expletives and threats yelled between all of them. It was extremely unprofessional and also extremely unsettling. I quickly let the boys know not to go outside as I was honestly worried for their safety. I also told them not to leave their room without adult supervision because of this altercation and the threats yelled outside my window.

My husband and I frequently stay in Marriott properties and actually prefer them because of the Bonvoy benefits and most Marriott properties we've stayed in are clean, well managed, and safe.

We will never stay at this TownePlace Suites again. Marriott should look into how this hotel is being run for the sake of their future guests. They should also look into the violent altercation that I witnessed between the property manager and several workers as a hotel guest should never hear or witness that type of unsettling behavior. I was worried for the safety of the female manager as well as the boys that I was responsible for caring for that weekend.

Do...

Sometime around August 2018 I meet with a room sales associate and formed a contract for a wedding block that guaranteed so many rooms and list how many of each room type. The contract was signed and returned November 2018. I opened the link to my guest in March to start booking rooms. I booked several rooms March 30th. Now we fast forward to 9/12/19, I get an email to confirm my stay for 2 two rooms suits, which I confirm via the Marriott App. I then got an email on 9/13/19 around 8am detailing how I had been moved from the rooms I booked to another room that I DID NOT WANT (I booked these months prior) While a small amount of money deductions and different rooms were offered this is completely unacceptable. I had a signed contract guaranteeing specific rooms to be held for my wedding block, as long as they were booked before a certain date, which they were. While the staff was courteous and helpful, I was informed that Marriott, as a whole, routinely over books rooms anticipating cancelations. While this practice might work sometimes. I find this completely unacceptable after having to sign a contract for this wedding block. In addition, the hotel knew that there would be 2 separate wedding parties there during that weekend, so the odds people would cancel go way down. Not only did my now wife & I have to deal with the stress of the wedding preparations, I had to deal with the Marriott staff concerning overbook rooms for 9/13/19 & two rooms on 9/14/19. Again, the staff was very friendly and helpful, but I found the communication between front desk staff and room sales management lacking. There was no staff present who was aware of the shuttle bus I reserved through the Marriott until I informed them, we had reserved it. I was worried that it may not even show up for our guests. Lastly, management said they would put a bottle of wine in our room to help make up for the issues, I never received it! My sister is getting married next year and because of this issue, I can't in good conscious recommend the Marriott to her. I don't want this same thing to happen to her. Some polices need to change before I would ever consider bookings rooms there again. Overall, the rooms & staff were nice, scheduling and communication were...