SpringHill Suites by Marriott Carle Place Garden City — Hotel in Town of North Hempstead

My family booked seven rooms for my father's memorial service on October 14-16. I thought it odd when I checked in that I had to sign a noise ordinance (rules about when and where gatherings are permitted, acceptable noise levels, consequences, etc.) because I have never in my adult life had to sign something like that at a hotel. Well, I soon discovered why. The hotel must be a hot spot for loud gatherings and parties. Around midnight I was woken up by people in the outside patio area (where the non-working fire pit is). Our room was on the second floor, right above it. I dozed on and off until 1:30 am and then called the front desk to ask the attendant to please disburse the crowd. Just as I crawled back into bed, there was a lot of commotion in the hallway. I waited a minute or two, and nope, still loud talking. I opened the door to see about ten people in lovely attire - and a few drunk. I asked them to please quiet down as it was 1:30 am. This was a different group than the patio crowd. Well, they went into the room right next to my 88-year-old mother, who said they partied until 2:30. In the morning, my sister-in-law said not only did she have to call the front desk about the noise above them, she had to go down and ask in person because the group did not settle down.

I woke at 7:00 am to discover our room had no water. I called the front desk and was told a pipe had burst, and the entire hotel was without water. Revised offerings were at the breakfast bar, and the hotel handed out water bottles to use for hygiene. Remember that after one toilet flush, there was no water left to flush...... My father's memorial was that morning, so my entire family had to get ready with NO RUNNING WATER. And many of us were tired from being up at night because of the noise.

Upon checkout, I asked about a discount due to the noise and lack of running water Saturday morning (the water came back on about the time we all left for the service). The clerk told me that the manager took care of that Saturday morning while on site. I told her I did not have time to speak with the manager then as I had the service to get to. She gave me the manager's card and told me I had to contact him. One of my brothers left several messages, and I emailed the manager. It was several days before my brother was connected to the manager and about a week before a reply to my email was sent. Our room rate was $229/night, and all they offered was a $100 discount for Friday night. My mother, who was supposed to get a handicapped room but didn't, was given a full refund for Friday. Unacceptable. Most of us (who had not taken a shower Friday night) had to attend our father's memorial service tired and without a shower. My family booked two rooms, yet I was refunded just for one of the rooms.

I contacted Marriott directly and was told that "each hotel manages their property onsite" and that I should "continue the discussion with the hotel directly." The manager's email address is not a Marriott one.

The ONLY bright star at this miserable place is the bartender, Amir. Amiable guy. He assisted us with ordering pizza and made sure we had water...

The manager at this location is the nastiest woman I ever had to deal with. I am a world traveler and I had never experienced such a hostile environment. She is rude, disrespectful and does not have the ability or capacity to work in hospitality . She lacks the compassion, understanding and problem-solving skills necessary to work in this business. On November 13th my stepdaughter’s mom reserved a suite for her to have an over night stay with a few friends to celebrate her sweet sixteen including her older sister as a chaperone. I do not have the reservation details as I did not make it, however, 20 minutes after the kids arrived (at around 9PM) the child calls my husband to let him know that the hotel manager had called the police on them and they are now on the streets without their coats on a 40 degree weather. When we got to the hotel (about 20 min later) we tried to talk to the manager to understand what the issue was but to our surprise, we were greeted by a very angry lady who said “they violated the policy and I am done with you too”. She threatened to call the police on us too as we refused to leave until we were given an explanation, or the kids were located as they were wondering around in the neighborhood. I ended up calling the police on her as she got nastier by the minute and called her security on me and my husband. Once the police arrived and we explained the situation they realized that the kids were kicked out before they got there on the first call (the same officers showed up on my call). They did not know that girls between 16 and 17 year-old were kicked out as they only got to see the older sister and two older friends packing to leave the room.

Again, my issue is not with the hotel police, my issue is how this person handled the situation

You do not call the police on kids that are NOT being a threat to you or being disrespectful just because there are two extra people in the room. She could have asked them to call their parents to pick them up or to arrange to pay for an extra suite. The kids were wondering around in the cold for a while before we got there as they were not allowed back in the hotel not even in the lobby. Anything could have happened to these kids who were in a foreign neighborhood at night. Did I mention they were girls? The NASTY lady refused to refund the room charges or let the kids stay for the night even after we agreed to take the two extra kids home. She said we were not welcome in the hotel and that we needed to leave immediately. This morning I woke up to an additional $400 fee on our credit card for incidental charges. I would love to know which incidents if the girls were not there long enough to...

Wouldn’t come back. Be warned. Been staying here regularly for the past two years on business trips. Hotel is as clean and staff is as friendly as you expect at this price range. BUT, unlike any hotel I’ve been to, they recently made the truly remarkable decision to have guests pay an extra $12+ for parking AND guests now have to display a separate pass on their dashboard like they were at a resort. If that doesn’t sound like a big deal, imagine driving 4 hours to the hotel, arriving late in the evening, with freezing rain and just wanting to check in and go to bed. Then they hit you with a new $12 parking fee as a nasty surprise, AND you can’t just pay them with your credit card. You can’t even charge it to the room!!! You literally have to stand there and download some app that I’ve never heard of. And provide this sketchy looking app all of your private info so it can likely be hacked or leaked later. You have to put in all your personal information, and your vehicle information AND your credit card information. It’s worse than having to check-in all over again. Why do we even have a Marriott app if I have to go through this insanity when I arrive? And after you do all that, you then have to grab your bags and march all the way back out to your car and put a parking pass on your dash so you don’t get fined. It was out of this world rediculous. I sincerely thought I was on Practical Jokers or was being pranked. But it was real. By the time I finally got back to the room, I felt like I had been kicked in the teeth. I will never risk going through that nonsense again. In case you’re wondering if the new parking fee is just a money grab, take a look at the photo I took of the empty parking lot when I finally got up to my room. It is real. On the app, they get to advertise thier room just a few bucks cheaper than the neighbors, but unlike the hotel next door, this place hits you with an additional parking fee on check-in AND tacks on a catastrophically inconvenient process as well. It has literally become a guest-repellant for frequent business travelers. There are several other comparable hotels nearby. Try...