Residence Inn by Marriott West Springfield — Hotel in West Springfield

My husband and I stayed here two nights while on a trip to Six-Flags New England. We went with one of his coworkers and met up with a larger group at the park. We booked the two bedroom suit which turned out to be just perfect for our needs. There is a bathroom in each of the separate bedrooms, connected by a living room with open kitchenette. This hotel has a three-star rating but I would give it a fourth for good design and charm. There is sign of wear on some of the interior - but at this price point still so much more than we expected. Great value proposition!||The hotel is a perfect location for anyone adventuring to Six Flags; from the hotel just a short 15 minute drive will get you there. The interstate entrance is very close to the hotel, but set back far enough to be quiet. This is a little gem hidden away in a secret corner of the area. You will also find a Hooters (as gay men we thought about going to see if we had been missing anything all these years but in the end went to 5 guys - no surprise prise ), 5-Guys, and wonderful donut shop within a 2 minute drive.||The check -in and check out process was swift and the team is very courteous. A receptionist is there 24 hours a day, a small in house shop offers a selection of goodies, drinks, and toiletries (we found this very useful). ||The breakfast was fantastic: self service buffet style offering boiled and scrambled eggs, sausage, cereal, muffins, toast, fresh waffles, coffee and juices. It was busy but the team did a great job replenishing food items. There were paper plates and disposable cutlery which did not bother me at all ( I thought it would), was fast, and I even did the dishes. ||Housekeeping and maintenance do an immaculate job - this property is a bit older but the team keeps the rooms and public spaces impeccable, limiting any feeling of depreciation like one has with some older properties. There is an inner courtyard with fire pit and BBQ - extremely charming! ||The highlight of this trip began in tragedy. When we got home, I discovered that I had lost my silver - stainless steel watch which was a gift from years ago. It has sentimental value as it was a gift from my sister - this model is also no longer manufactured, so irreplaceable. I contacted the hotel and was all but sure it was gone forever. A couple hours later I received an email from the General Manager letting me know that housekeeping had found my watch and she had it in her safe. I cannot express how thrilled I am to get it back. Honesty and integrity means something to this team. ||Anna and Team: THANK YOU, THANK YOU, THANK YOU!||Warmest...

When we were looking for a hotel to stay at the night after our wedding, we chose this one months ago because it had good rates, the rooms were large, and it was out of the downtown Springfield area which would make it easier for our older family members driving at night. We booked 8 rooms. However, literally everything with our stay turned into a nightmare. Weeks beforehand I called and asked if I could pay extra for early check in so that I’d have a place to have my hair done and get dressed. Explained I was the bride that day etc. The manager was so rude, refused to do anything for me except charge me for a whole night before, which I didn’t need, I only needed two extra hours before regular check in! I was able to rent the bridal suite at my venue, but it caused all sorts of confusion and driving back and forth that day. On the wedding day, 5 of my guests were “overbooked” and the residence put them up in a hotel miles away! Which again screwed up all of our plans of taking an Uber back together and hanging out after the wedding. When we booked our suite, we were never notified there would be renovations going on. We only found out from family who booked later and showed us. The disclaimer on the site stated that “there may be limited use of the fitness center, pool, and part of the lobby.” Fine. However.. the entire hotel was under construction not just those areas. I have handicapped family members and elevators not working. The dining room was closed, so we couldn’t all meet up downstairs for breakfast like we’d planned. They were serving dried up tiny little omelettes and cheese danishes in the hallways! And the best part? After having been up till almost 4am the night before? The construction commenced at 7:45am on a Saturday!! Banging, drilling, sawing, etc. The room itself was clean but unimpressive. It wasn’t even the same layout of the suite I had booked. The bathroom fan was so loud that I had to go in the dark to not wake up my husband. The next morning, my mother in law told the staff about how bad her stay was. Not only did they do nothing to apologize or accommodate her, but they actually charged her an extra $85 for a pet fee when she had no pet there! Which she had to call and argue in the days following! And when my husband complained the next day, the manager was AGAIN just rude, nasty, and never once apologized. Our family paid a lot of $$ at this dump just to get treated like crap. It was completely humiliating....

Summary of stay in Marriott Residence Inn…W. Springfield 10/11/17 – 10/15/17

10/12 We went to breakfast in W. Springfield and spent the afternoon in the local area. When we returned to the room in the evening we found the bed unmade, towels not replaced, the dishes still in the sink.
The extra towels and safety bath mat requested on 10/11 were in the room along with the DO NOT DISTURB (DND) sign We called the desk to complain and were told that nothing could be done as all the cleaning staff and the manager had already left for the day. K prepared a “dinner” with what was available from the clean utilities.

10/13 We went down to the desk in the morning to talk to the manager about the failure to service the room. We were told that there were 2 “sweeps” in the am to check for DND signs with the last sweep at 2:00 PM. She maintained that the DND sign was STILL OUT at the second sweep and that a SECOND department (not connected with housekeeping) had entered the room, dropped off the towels and safety mat and (apparently) taken the DND sign off the door and put it in the room. I requested that the room be “comped” since the usual Marriott services were not delivered. The manager said that she would take $50 off the room charge. We returned to the room that evening and found everything in order.

10/14 We went out for breakfast early, leaving the DND sign on the room door. We returned to the room after breakfast and left the room sometime around 11:00 am.
WE VERY CAREFULLY TOOK THE DND SIGN OFF THE DOOR. When we returned to the room in the evening we found that once again NO SERVICES HAD BEEN PERFORMED! I went to the desk and found that it was being served by a “weekend only” desk clerk who had no idea of the previous problems in our stay. She gave us fresh towels and beyond that was not able to be of any assistance.

10/15 When checking out Sunday morning, we found two new desk clerks who had no idea what had happened previously. I pointed out that we had clearly moved the DND sign Saturday morning well before the deadline to get service. I was told that ON WEEKENDS THE RULES WERE DIFFERENT AND THAT THE LAST SWEEP ON SATURDAY HAD BEEN SOMETIME AROUND NOON! (We were out of the room by that time). No explanation was given...