SpringHill Suites by Marriott Voorhees Mt. Laurel/Cherry Hill — Hotel in Voorhees Township

Ben:

I recently booked a wedding block with this establishment. The hotel itself is nice and new. The staff there is pleasant, but they are poorly trained and incapable of performing. The manager, Kerri (sp?) is absolutely insufferable. Their “system” had a glitch, or error, which caused our out-of-town guests to be unable to book rooms. On 3 occasions I was told the issue was fixed, and each time it was not. As a result many of our guests had to book rooms in Philadelphia and in nearby areas. They had to spend more money on room and transportation, and we rented a shuttle for all these people who couldn’t even use it (we also were not refunded for that at all). Kerri tried to blame this error on us (she actually tried to lie about the timeline of events that led to this mistake, but she didn’t have the intellectual wherewithal to predict I had proof in my email that she was lying), and refused to offer any compensation. She actually told me to find all the guests who couldn’t stay at this hotel, and gather their hotel confirmations and send them to her to “prove it”. 2 days before my wedding I wasn’t in the mood to do her work for her and fix her mistakes on my own dime. She also was either too incompetent to, or purposefully directed her staff, NOT to distribute the gift bags to each of the few guests who did manage to book rooms. One of my guests asked for her gift bag, and the desk agent said “we can’t find them.” My guest pointed to the wall behind her and said, “they’re right behind you.” In addition to the complete lack of care or concern, Kerri was going to charge us to have bar hours extended (which we did ask for originally). Due to the lack of guests (because of their mistake) I had the extended bar hours canceled. No problem. But when we checked in after the wedding I noticed the bar hours were extended for another party. Here’s the point: this hotel was going to double-charge their guests for this service. That disgusts me. I intend on taking my concerns up with their corporate office, since it is beneath me to deal the management at this particular building at this point.

Again, the hotel itself is nicely designed and clean. But this is because it’s new. With a manager such as Kerri at the helm, I can’t imagine this hotel will be successful for very long. Other reviews indicate another wedding party also had a bad experience with this management during the same weekend.

People make mistakes. I understand that. I make them every day. But when someone refuses to accept responsibility or accountability for them is when those mistakes convert to willful negligence.

My 1 star review is for the management, not the building. I will never set foot in this place again unless they perform a...

I made a reservation on the 14th of Jan and leaving on 16th of Jan 2022. My plans changed and I made a new reservation from the 16th and checking out on the 18th. On the 16th I asked the front desk agent that rather then check out and check in I want to stay in the same room BUT I need my room cleaned since it will be now 3 days that that the room hasn't been cleaned other then given towels and trask taken out on day 2. The front desk agent stated that they cant clean the room because I didn't ask for it a time of check in. I stated that well the original reservation was to checkout today but I am extending my stay and to please have the room clean or I can check out and come back in. The front desk agent stated that she will get back to me. This was at 8am. At 9am I was told that the room will be cleaned. At 1pm the room was not cleaned and I asked again when the room will be cleaned and again I was told they will clean it. At 4pm the room still wasn't cleaned and I called again and asked why hasn't the room been cleaned and they stated that it will get done last. At around 515pm the room wasn't cleaned. I went to the desk and asked why it wasn't and the front desk agent stated that although the room was on the maid sheet to have the room cleaned she didn't know why it was missed. I then at that point asked for some kind of compensation for staying in a room that hasn't been cleaned in 3 days. I then sent an email to the onsite manager and stated the situation. The onsite manager called me around 6pm and stated that room wasn't cleaned because I didn't ask for it. I reminded him that I had a new reservation and was told by the front desk that it would be cleaned on the 16th. I also told him I asked four times for the room to be cleaned and each time I was told it would be cleaned and it wasn't. At that point the onsite manager stated that it doesn't matter what I was told there is no compensation. I told him I am now sleeping in sheets that are now 3 day old and not changed. The room hasn't been vacumed and the bathroom hasn't been cleaned. His response was it doesn't matter. The next day on the 17th I decided not to stay and again talked to the front desk manager. Rather then listen to me i was told "I dont care what you have to say."

Poor management skills in how they treat their customers. Rather then listen and hear the points f a customer, I was degraded and told I don't need to listen to you even though the hotel...

This is a little different than a normal stay. This stay was for my wedding. I had booked blocks of room for my wedding guests as well as myself. Almost a year in advance. I found out two weeks before the wedding that they had overbooked. There was 3 weddings that night and they had overbooked by almost 20 rooms. I just do not know how this is possible knowing you have three contracted weddings. It isn't mentioned outright (I am sure it is fine print) that after the initial 10 rooms in the contract the next (even if booked under your wedding) aren't automatically added in to your contract you have to manually ask to have rooms added to your block or they are not guaranteed. Only the contracted rooms are. We were asked to move to a different hotel for 5 of our rooms. I did this and it was a little like pulling teeth trying to find out if all their information had been switched over, if their rooms had been cancelled, what their new room conformations were, etc. Finally the day before I had all the information I needed. I check in Friday night and everything went smoothly. The rooms are very nice, the beds are awesome and comfortable. The rooms were clean, the lobby area was nice as was the bar and breakfast area. The bathroom is large and plenty of space. The after party we held there was very nice, the bartender was great, super friendly and quick! They allowed us to order in from dominos which was great! I will say as far as my stay it was a great hotel, but then come to find out some of my wedding guests could not get in their room until everywhere between 4-5:15 (check in is at 3)! My last shuttle to reception was at 5:30 so this is extremely unacceptable. I heard that the other wedding was at 3:30 and so all those people needed to be in their rooms so they all had early checkin which is why I am sure my guests rooms got pushed back to being ready. I also came to find out that the welcome bags were not given to some of my guests or guests had to request them. This should not have been, almost every single room was booked for a wedding and we all had welcome bags, so why wasn't the receptionist asking who's wedding are you here for and giving the bags with checkin. So while there were ups and downs, I would just suggest if you have an event here to be sure you spell out exactly what you expect and need and get it contracted down. The place is very nice and the rooms are super spacious it was just a little...