Marriott Springfield Downtown — Hotel in Springfield

Nothing worked at this hotel. DO NOT go here if you want to be able to: -check-in to your room -enter your room -leave the parking garage

When I arrived the clerk could not check me in because the system was down. After 3 or 4 failed attempts they blamed me and my credit card (we tried two) and had me call the credit card company in front of everyone. A bit embarrassing. Of course, the credit card company confirmed that there was no issue with the card. The issue was on the hotel's end.

By this time there was a line of customers they could not check-in. We had been waiting for almost an hour. We suggested that since they have our card info on file, and we have reservations, that they let us in our room for now until the system comes back online. The clerk said "I ain't trying to get fired over this" and would not help. Lovely.

We eventually got a hold of the manager who asked us to wait because they were trying to call and "wake up" their IT guy. This was at 8:30pm and the whole operation was being run on these rinky-dink laptops. They finally got a hold of him, but he could apparently do nothing about it. Cool. Finally, after hearing this from the sleepy IT guy, the manager acquiesced and let us into a room, giving us a temporary key card.

Many of us had traveled hours from all over New England for a conference that weekend. We were exhausted. In my opinion, their first priority should have been accommodating their guests, and figuring out the issue on their own. Don't have us stand there and watch staff fail to fix the issue for an hour.

Sadly, nothing continued to work. The temporary key got me into my room once, and that was it. I left to grab ice and could not get back in. I had to ride the elevator up and down 11 flights each time because they kept trying to "recharge" the card but it never worked. Simply entering back into my room almost took an hour and they had to send the maintenance guy to do it.

The next day, they gave me free access to breakfast to make up for the issues (apparently breakfast usually costs extra). To enter the breakfast area, you have to scan the door with your room card. Can you guess what happened next? It did not work. Again. Same maintenance guy had to come in and let me in and I had to show them the proof of my comp breakfast. We were getting chummy at this point.

After the conference it was time to leave. Parking is also extra at this dump but you at least get a hotel rate. Before leaving I asked them to double-check my card because there always seems to be an issue and I would like to be able to physically leave. The gate will not open and let you out otherwise. The clerk checked and said it was all set and that he added free parking to the card to say sorry for all the mishaps. Great. Thanks. What a nice gesture but guess what THE CARD DID NOT WORK AGAIN.

Had to sit there while a line of angry cars piled up behind me and my pointless hotel card. Had no option but to hit the help button and wait for another maintenance worker to come and manually lift the gate in order for me to leave.

Never gonna stay at a Marriot again. They apparently have no interest in investing the time and resources required to have a functioning infrastructure that allows the most needs to be met -- namely the ability to check-in guests and allowing them to enter their room.

When these functions inevitably fail, you will likely take the reasonable step of asking staff for help finding a solution that satisfies these most basic needs. And they will let you know in no uncertain terms that you are simply not worth getting fired over.

I never write reviews, but this experience was so god-awful I was motivated to do so. Please, for your own sanity, stay somewhere else. You deserve a functioning hotel and to be treated...

Highly Disappointing Stay: A Marriott Lifetime Platinum Member's Review As a Marriott Lifetime Platinum Member, I'm compelled to share my extremely disappointing recent experience at this Downtown Springfield property, located near the courthouse.

First off, the area surrounding the hotel is concerning. It feels unsafe and is not what I'd consider an ideal location.

I booked three rooms for Sunday night and was frankly shocked by the state of the hotel. Having stayed here in the past shortly after its reopening as a Marriott, it's clear that this once newly renovated property is now severely deteriorating. It genuinely felt like everything was broken.

Here's a breakdown of the issues:

Room Issues: Two out of three rooms had broken phones. One room suffered from a flashing light behind the TV throughout the night. While I adjusted the thermostats in all rooms, one room, set to 76 degrees, wouldn't warm up past 73-74 degrees, making for an uncomfortable night.

Elevator Malfunction: The third elevator was completely broken and wouldn't accept a key card.

M Club Lounge Failures: The coffee maker in the M Club lounge was out of order for both days of my stay. Additionally, the sparkling water and hot water dispenser for tea were also non-functional. It was astonishing to see such basic amenities in a premium lounge completely unavailable.

Service & Noise: Overnight, the rooms were excessively noisy due to constant traffic and what sounded like doors slamming. I requested blankets and, after waiting over an hour, had to go downstairs myself to retrieve them. The hotel confirmed there was no overnight housekeeping. Furthermore, the maintenance team seemed unable to fix any of the reported issues.

Billing & Access Problems: I was double-charged for parking, which thankfully was corrected. My key cards initially didn't work for M Club access, but this was also eventually resolved.

Subpar Breakfast: The breakfast offered dried-out eggs and burned sausages, adding to the overall poor experience.

This was, without exaggeration, one of my worst experiences at a Marriott Property. The significant number of broken amenities and service lapses made for a very frustrating stay.

Compounding the disappointment, the hotel made no arrangements to compensate for this extremely poor stay. While even small issues sometimes warrant a refund of money or points at other properties, no concession was offered in this case despite the numerous problems.

Do yourself a big favor and choose a different hotel until these severe and widespread problems can be...

Was at a work meeting over two days/one overnight. I stay in hotels at least 25-30 days a year and prefer Marriott properties. Stayed on the 10th floor, I-91 side. Room and entire hotel was recently updated, very clean and inviting. Front desk found me a room before noon and I appreciated it. I mentioned that I needed parking on the bill but it wasn’t done so I had to pop down to the front desk to get room key rekeyed. A couple comments on amenities - very comfortable bed and sheets, the light embedded in mirror was great, and the towels were fresh! The hallway on the 10th floor wasn’t wide (wide enough) with housekeeping cart though. The water coming from the shower was lukewarm and bath sink cold! 🥶🥶🥶Yikes!

I wasn’t able to adjust the room temp. Ambient temp was 71 so I turned the AC on set to 67 to cool it off a bit as I like to sleep in a cooler room but it wouldn’t go any cooler than 70. I ran off to my meeting in the business center, the Hampshire Room. Lovely room, good lighting. Afternoon snacks and morning breakfast was delicious! Ambient temp in the room was chilly, thermostat was 68 (definitely cooler than 68 though) so maintenance came to open the hatch in the ceiling and fiddle with something. Room issue couldn’t be fixed but it was promised it would be overnight. About 10 minutes later, the room heated up - yay but the hatch spontaneously opened above my head #scary This morning we went back to Hampshire Room, room was initially warm (maybe because the hallway was chilly - there’s a theme here 🥶) but it cooled off, uncomfortably so.

Back to the room, it had a safe but with no instructions and no buttons or way to activate the lock that I figured. It was a new hotel room safe. I called the front desk but no one knew how to to help me over the phone but offered that maintenance could come to me. I had an appointment and had to leave right after I made the phone call so I never figured out how to activate lock.

This is no Marriott experience that I wanted or anyone on my team. A total of 12 of us had some to all of the issues I had.

I’ve read several Google reviews and if the owner responds, I’m interested in a thoughtful response but not with the general comments that basically say sorry for your experience and we’ll do better. It’s past time to do better. Talk is cheap...