SpringHill Suites by Marriott Tempe at Arizona Mills Mall — Hotel in Tempe

As you arrive, you notice a security officer milling about. It is a sketchy area. Next to a gas station where there were several people just hanging out. The smell of weed is quite strong. Upon leaving the next morning it was super strong! Directly across from a dispensary. Lots of people hanging out there as well. One clerk at check in counter, one shuttle driver, and the security guard--who when I re-entered at 9p. after filling up my rental car with gas at gas station next door, the security guard was sitting in the lobby on his phone. I chose this location for one night with the intent to use their shuttle to the airport. Well I was told they were busy after 8 and I needed to use it before 7p. I wanted to undo my stay immediately based on all the above--$204 for the night--added $60 for expected incidentals-hold on cc for $260. What are you adding for $60?? When I checked in about 5p. it was not crowded at front desk. I came down a few minutes later to print airline tickets and 2-3 people waiting to check in because again, one person on the desk. Their printer was goofy--the clerk said it sometimes acts up--but he could help. After the 3rd person in line was finished checking in, I asked for help, but more people came to check in and clerk, Jesse, chose to help them check in vs giving me 2 minutes to get his printer online. I had to wait at least 20 minutes for him--it was a simple fix that he could have told or had a note attached to the printer (it was jumping to wrong online set up). Another gentleman came in stating he had checked out but left a pair of shoes in his room--he was older and very nice. Jesse proceeded to tell him, he could not get his shoes as the room was already rented and his GM said not to bother the people in the room. The poor man knew where he left his spare pair of shoes--was told he could not be helped. The man asked if would be ok if he asked the new people if they could get his shoes--Jesse, said no. So--first concern--someone leaves shoes in a room--Shouldn't housekeeping have seen those when they cleaned the room for the next person? Shouldn't they have been turned in to lost/found/front desk? If I were in that room and found his shoes I would take to front desk or had I been in there and Jesse rang my room stating the last guest left shoes in there, and asked-"did I see them? Could someone from hotel staff come get them to return to the man who was in lobby"? So--No one from Springhill Suites would help this man. This is not a very Marriott way of things!! Because the hotel offered shuttle service to airport--I chose this place--but had to pay $62 to keep my car til morning and just return it myself next morning because shuttle driver was not going to be available at 8:30. Said he had other things and asked me to turn in the car by 7. So, why have shuttle service? I was following their information online about setting an appointment. Where else is the shuttle going if not the airport? Simply state shuttle service hours on website like 7-7. At the HIGH rates they charge--definitely not worth it. The room was clean but not very cool for AZ--A/C could work better. Towels were mis-matched and not very attractive. I am a rewards member for several years--I prefer a room near the elevator with extra towels which is listed in my membership. I had a room at the end (farthest from elevator). So, no shuttle, no honoring my membership and no mention or thanks for being a Marriott member, ignored when told he would help me with printer--Had to ask him 2-3 times as he stated upon arrival, it acts up, ask me to help you, then I did....he got a lull in check ins but a person walked in and then more...he chose to help them v.a quick fix for me and tell a person checking in...give me one minute and I will be right with you. Poor service, bad location I will never stay here again--poor service, bad location. Morning clerk, Jim, was fine upon...

Bottom line: I won’t ever stay here again. I booked 7 rooms for a funeral at this hotel because it was the only one that had enough rooms and offered breakfast, which was a priority for some family members. I knew the location wasn't great, but figured it would be OK. I made a point of checking in all guests myself early in the afternoon and providing MY credit card for incidentals. Unfortunately, when the last family member checked in, the front desk associate required him to provide his own credit card. As a result, Marriott placed a hold on his credit card, which left him with no access to funds for the weekend. Multiple conversations with the associate, a manager and several customer service reps at Marriott produced no results other than "There's nothing we can do--the hold will clear 72 hours after he checks out." My response was, "No, there's nothing you WILL do." If I were holding onto $300 of Marriot's money and told them they could have it in 5-7 days because there was “nothing I could do,” I don’t think they’d be quite so blasé. From there it was all downhill: • No ice machine on the 3rd floor. The response was, “There’s one on the second floor.” Well, that’s great for the 2nd-floor guests, isn’t it? But if I just want some ice for a drink late at night, I don’t really want to have to slog down to the second floor. • The pool is small and not nearly as nice as the pictures show. Worse, the gate has a latch on the outside with no way to open it from the inside. It’s very high, so unless you’re 6 foot tall, you can’t reach it. And this is the same kind of latch that almost all backyard gates have—all it takes is to tie a string or a chain to it so it can be pulled from the other side • There’s no housekeeping service (I’m not sure why, since AZ has lifted almost all restrictions), so I called down a very simple request to the front desk for two towels, two washcloths, more coffee and more soap. I got only the towels. • The Saturday breakfast was pretty pathetic—some yogurt, minimal cereal items, limited muffins and granola bars, pre-packaged waffles, frozen quiches, hard-boiled eggs and grapefruit. Many of the items had to be heated up—but there’s only one microwave. If you’re going to serve food that needs to be cooked, then provide more than one microwave! The limitations were not based on COVID, since Sunday’s breakfast offered make-your-own waffles, so I’m guessing it was just cheapness. And why Sunday’s guests deserve a much better breakfast than Saturday’s is beyond me—after all, the rooms were the same price. • The elevators were dirty the whole time we were there. The exercise room is extremely limited—two treadmills, two ellipticals and weights. That’s it. When I used it, it had no cups for the water cooler. • Someone stole an ice chest out of the back of our truck. I knew we weren’t in the best area, but we’d had that ice chest in the truck from Arizona to California and back and stopped in some even seedier (on the surface) areas. I know it’s not the hotel’s fault, but it was just one more strike against them.

An assistant manager called me and she was very nice and expressed how sorry she was--but sorry didn't fix...

This bug infested hotel with terrible customer service. Boe L. the GM, Gabrielle the assistant Mgr, Elizabeth (no clue of her title) and Brisa, they all provided a terrible experience at this hotel.

This starts with Elizabeth: A day before we checked out my husband noticed a bed bug in the bathroom, he went to tell mgmt and Elizabeth came to room and it was actually a water bug. She offered to deep clean the room and give us 15,000 Bonvoy points. Due to us checking out the next day we took her offer but the room was never cleaned. Before we check out the next day I called the front desk to speak to Elizabeth and Brisa answered the phone she was extremely rude and short with me. I then went to the front desk and asked her if she was person I just spoke to and she confirmed, I then told her she was very rude and didn't appreciate her tone, she then apologized.

We checked out the hotel and still didn't have 15,000 points but he did have 1,500 points. We continued to call to speak to Elizabeth who was never available or we were told she would call back but she never did.

I then called and spoke to Gabrielle and told her the entire story about the 15,000 points she said the points take 5 - 7 business day to appear.

1 week later (today) I called again because we still don't have 15,000 points. Gabrielle answered the phone, she made a point to say "Elizabeth issued 1,500 points, if it's not available you will need to call Bonvoy". We argued on the phone until she hung up on me. She said she had me on speaker with the GM Boe L. and the points were only 1,500 not 15,000, LADY why would I keep calling you if about the points if I wasn't promised the points. Once she hung up I called back and she was "unavailable", I then spoke to the GM Boe L. another rude staff member.

He said he called Elizabeth on her day off and she confirmed 1,500 points not 15,000 points. He said they wouldn't offer that many points for that type of bug. He basically called me liar and confirmed the customer isn't right! I asked if the calls where monitored when I spoke to Gabrielle about the 15,000 points, but of course they aren't. Everyone from Management down to entry level employees I encountered were rude. I've never experienced this type of service or disrespect from anyone or any establishment. Why offer 15,000 points to then say only 1,500? The GM told me "there is a huge difference between 1,500 and 15,000", I'm fully aware of the difference, and also aware of a liar and that's you GM, Gabrielle, and Elizabeth! I'm an African American CPA I don't need to be told of the 'huge difference" I can count, but can Elizabeth say the same?

If any future guest have bugs, take photos and record conversations because staff will lie and treat you like a liar who's out for "all the...