SpringHill Suites by Marriott West Palm Beach I-95 — Hotel in West Palm Beach

I typically don't leave reviews but our experience with this hotel has encouraged me to let everyone know what it was like from booking a room to attempting to stay at this location.

My husband and I had to travel to West Palm for his mother's funeral. Over the phone, he was told there was a bereavement rate when in fact the rate that they provided over the phone was more than a similar room advertised on their website. After discussing this and pointing out the discrepancy with the lady over the phone with no resolution, he decided to book online and was only able to locate a prepay option for our stay. We booked the room for Thursday, Feb. 8- Sunday, Feb. 11th.

Our flight scheduled on the 8th was delayed until the next morning so we called the hotel to let them know we would not be making it that evening to which they said we would still be charged for the stay despite the delayed travel plans.

We arrived at the hotel on Feb 9th (a day later due to the travel delay) and checked in around noon. Upon entering the room we noticed it had a musty smell and there was mold in the bathroom. Since we were there for a funeral we had to get ready and leave the location that afternoon. After returning that evening around 7:30 pm we decided we didn't want to stay at this location and decided to check out. We went to the front desk and explained the situation with the mold and our desire to check out and cancel the rest of our stay to which the front desk attendant was very indifferent. She said that she would check us out of our room and that we would not be charged for our next night but that we would be charged for Feb 9th because we had stayed several hours (12-7:30pm). She did not apologize or further inquire about the room. She asked us to leave our room cards at the front when we left. We gathered our belongings and went back to the front to drop off our keys. My husband asked if we needed to do anything else to check out and she said no that we were fine to go.

When we returned from this trip I filed a claim with Marriott because we were still charged the full amount. I called customer support on Feb. 18th to file and I was assured by the phone agent that someone would be contacting me in the next 3 hours. No one returned the call that day. I called again on the 21st to follow up and was told that this location's manager would be reaching out to us by Friday, Feb. 23rd. We never received a call. I followed up today and was told that the location had notes that they called us. We never received a call or email from anyone-customer support or from the manager at this location. After the phone agent spoke to the manager at this location it was determined that we were a no-show on the 8th and would only be reimbursed $63 for our stay. Clearly, this doesn't make sense as we were told we would at least be refunded for Feb. 10th since we checked out on the 9th. Up to this point, there has been no resolution or contact with the manager of this location. I was told we would still be receiving a call from the manager to determine if we would be receiving the refund of $63. The call agent also said she would pass along our claim to the executive level.

There are so many inconsistencies in our interactions with the staff and customer support.I truly felt that we were treated poorly under the terrible circumstances that brought us to this hotel in the first place. No one seems to care or actually want to deal with the situation other than to tell us we still have to pay. I expected better from this business and have been thoroughly disappointed and disheartened by this experience. Clearly, profit is more important than the customers they are serving. On their website, they say they practice the "#goldenrule  "Treating others like we'd like to be treated has always been our guiding principle."

We have decided that our future travel plans will never include a stay at any...

I hope that no other family will endure what we did. This was not simply an inconvenience—it was a complete failure of Marriott’s standards.

Unfortunately, my recent stay at the SpringHill Suites West Palm Beach I-95 (Reservation: July 4–9, 2025) was deeply disappointing, distressing, and fell staggeringly short of Marriott’s standards — especially on the night before my 11th wedding anniversary.

Things began normally on the evening of July 4th, until, shortly after 11:00 PM, I noticed a large roach on the nightstand. I was horrified, immediately shaken, and began packing my belongings in distress. When I tried calling the front desk, the phone line was so filled with static that I had to go down in person. I spoke with the front desk attendant (Tiffany R.) who offered no apology, no empathy, and no ownership. In fact, her response was condescending — “Have you never seen a roach before?” — as if I were overreacting to a situation that clearly represented a serious cleanliness and health violation.

Eventually, I was offered another room — but not without being told that I’d need to notify her once our belongings were fully packed before receiving the key. So, in the middle of the night, my husband and I packed up and moved to Room #2 — emotionally exhausted but trying to salvage our night.

Unfortunately, the next room presented its own unacceptable condition. When I pulled back the covers, I found a bed full of hairs — clearly indicating the linens had not been properly changed. Now past midnight, we called downstairs again. The night auditor (whom I believe was named Alex) was the first and only staff member who showed genuine empathy, personally bringing the keys to a third room and allowing us to inspect it first.

Room #3, while seemingly better, still did not meet Marriott’s standards. On the morning of our anniversary (July 5th), I entered the bathroom to prepare for the day, only to find several hairs in the tub. At this point, I began documenting my experience with photos. I showed the images to the front desk and kindly requested that housekeeping thoroughly clean the tub before we returned. This was our anniversary — and instead of celebration, I was reliving frustration and disgust. Upon our return the tub was cleaned and the front desk supervisor, London, left a hand written note of apology along with a few snacks and a small bottle of wine. We do not drink but appreciate her efforts.

It didn’t stop there. On Sunday, July 6th, I requested a blanket from a housekeeper. She kindly brought two. However, as I unfolded one, a sizable ball of hair fell out. I didn’t even bother reporting it — I was mentally and emotionally drained and simply counting down the days until checkout.

After being forced to move rooms three times in one night, witnessing unclean bedding, unsanitary bathrooms, and pest infestation, I found the resolution not only inadequate but offensive. I am a paying customer, but more than that, I am someone who values excellence and integrity — two values I believed Marriott stood for.

Even writing this review has been difficult, as I had to relive the entire experience. What should have been a joyful, restful, and celebratory time with my husband turned into a traumatizing and demeaning experience I wouldn’t wish on anyone.

Do yourself a favor and find a different hotel that values customer service, cleaniness and doesn’t have a...

We stayed here for a long weekend to enjoy sunfest music festival. Sadly the prices get jacked up for such events but we were happy we secured a room well enough in advance and just a short drive from clematis area. We had a king room with a little efficiency. The room was clean and pretty spacious. It was a bit of an odd set up. Upon walking in, straight ahead was the efficiency. To the left a couch and desk. There was a tv up against the wall between where the bed was and where the cough area was. Seems for multiple viewing options. Straight across from the bed is the opening to the bathroom area with a vanity. There is no door to this section but then a door to the toilet and shower. I tend to wake early and want to get up, brush my teeth have some coffee etc. If the light was turned on in the vanity area, it shined right on my husband's face in bed. Just ever so slightly inconvenient. Would have been better if the sitting area were off the bathroom. The room seemed to have motion detection and while no one tells you about it, the little button at the entrance has to be turned on to be able to use any other light in the room. For example, the bathroom light cannot be turned on unless this little button at the entrance is activated. We figured this out fairly quickly upon entering but found it odd that it isn't explained anywhere nor by the staff upon check in. One downfall we did experience was with the air conditioning unit. It seemed to take it upon itself in the middle of the night to stop running the fan. Or maybe stop running at all. Not sure about that part as we were sleeping for some of it. May have had something to do with the motion detection but it was a bit frustrating. Woke up a couple nights uncomfortable and messed with the air. We didn't have the opportunity to utilize the pool but it looked clean with a small area around for lounging. The gym is small but nice to have a couple pieces of equipment on site. There is laundry if needed. And soap available for purchase from what we read. Breakfast is served 7-10 am. Always nice to have breakfast included. There was a good bit of seating in the breakfast area. If not into hotel breakfast, there is a cracker barrel almost right next door. Walking distance. The front entrance is a bit squishy by the check in desk since the seating for the breakfast area is directly across from the desk. If you have luggage going through this area, its more likely that only one person will be able to pass by at a time comfortably. Overall it was a nice, quiet stay, nice facility, easy check out and no...