SpringHill Suites by Marriott Las Vegas Convention Center — Hotel in Winchester

HORRIBLE!!!!!! I thought I had booked the newer location closest to the airport..BIG MISTAKE..realized it as soon as we were in the Uber and passing through the sketchy parts of town with homeless and other questionable people out late at night. Upon pulling into the hotel front entrance, my husband asked me what in the hell did I miss in the reviews. Luckily I didn’t pre-pay in advance and opted to pay at the property or else we would have been obligated to stay. It took over 5 minutes of us ringing the bell so that someone could let us into the front area to check in..he looked as if he may have been asleep when he finally let us in. Mind you, we’re exhausted from a delayed 4 hour flight and 3 hour difference in time zone. He claimed he couldn’t find my reservation although I told him that it may be booked under my maiden name which differs from my license. He looks at me as though I’m an imposter until he sees my other last name as I first suggested. The hotel smelled like an unkept nursing home from the front desk all throughout the entire elevator including our room which was subpar to say the least. Everything looked dank, smelled moldy and mildewy. We had to figure out how to adjust the temp because the old out dated ac knobs weren’t working and it wasn’t until I flipped the cover down that I saw the instructions to adjust the temp on the wall next to the entry door. Of course we used slides to walk on the worn out carpet. We slept in our clothes from the trip because we were in shock of how stink the room was and far worse from the photos on the website. He quoted a higher price than I booked for on Trivago citing incidental fees that would be returned back upon check out but I had to question him several times just to get that information. Then he tells me that we don’t get a receipt until an audit and checkout. What???????? Get up the next morning, can’t figure out how to work the freaking shower which has two shower heads assuming one is for the disabled..🤷🏽‍♀️ But the big shower heads had corrosion buildup and it only trickled water after being on for 5 minutes. We had to use the hand held shower head which sprayed water EVERYWHERE which probably explains the mildew smell. My husband had to sleep with his N-95 mask on because he has allergies and the mold smell and dirty carpet was so bad. His eyes were red and head was hurting. I took 2 pills just to go to sleep fast as possible in hopes of sleeping through this nightmare. The tub drainage during the shower was virtually non existent thus leaving our water up to our ankles! The only reason why we didn’t immediately check out that morning was because we had to wait for our friend to return back from Atlanta so that we could stay with him but his flight was delayed and so we ended up checking out later that night after he returned. We planned to stay from July 17th and check out on the 20th but we left on the 18th although we got there around 11:45pm on the 17th. Room 1707..avoid this room and this place altogether! The only good part was checking out and our son’s tournament was across the street at the Westgate. They even had the nerve to have two bottles of water in the hotel room on the desk for $7.00 each!!!!! I’m checking our credit card to make sure that the difference in the total stay and “incidental” fees were returned back to our card..upon checkout, we get the same clerk who clearly needs more training and he ended up having to get someone else to check us out and give us a receipt. DO NOT STAY AT THE LOCATION ON PARADISE ROAD!!!! The female clerk was nice and efficient but that’s all I can say with the exception of being across the street...

(Update on previous review) Same day I posted this review multiple Marriott Bonvoy Customer Service Representatives reached out to me including Springhill Suites Las Vegas Convention Center Front Desk Supervisor Mr. Cyhan acknowledging my concerns and offering solutions. I greatly appreciate that so I have modified this review to reflect this while still maintaining the stance that hopefully it will remove instances like this from happening again and it being a isolated issue.

I am writing this review to express my extreme disappointment with the level of customer service my spouse received during her recent check-in this morning for our stay at Springhill Suites Las Vegas Convention Center. As a loyal 6-year Platinum Elite status member of your hotel chain. I had expected a certain standard of service, which unfortunately was not met today by one of your associates working the front desk.

I am definitely feeling dissatisfied and frustrated with the lack of company policy knowledge she had and treatment that my wife received from her. Firstly, upon check-in, it was clear that the communication via the Marriott App Messenger was not reviewed by her as my spouse was added to the reservation, yet was told to my wife I had to be there for her to check-in and that she could not check in the rudest way. Even though my wife also has a Military ID for the Government rate to be honored she was told that we are only paying $152 a night as if the price was a issue and non-Government/Military people were taking advantage of the rate as if that was something we were doing without the proper credentials. I am a current government employee with credentials and retired an Army Veteran with credentials, my spouse also is a retired Army Veteran with a military ID/credentials. She didn’t even take the time to listen or verify her credential upon her stating this. This set a negative tone for the rest of the check-in process.

Furthermore, the attitude of the staff member she interacted with was very unprofessional and unwelcoming. She felt as though her concerns were not taken seriously, and there was a distinct lack of effort to resolve the issues brought to their attention.

After all this happened my wife called me, and I called Marriott Customer Service. I was received/answered by a representative and she stated that she did not see my spouse name added to the reservation as stated/confirmed from the Marriott Messenger App directly to the hotel staff; so, she added it while I waited on the phone. Then she called hotel directly and spoke to the front desk associate to let her know I called about the issue and concerns about check-in for my family. This still didn't make her want to resolve the check-in issue instead made excuses to why she was doing what she was doing.

Overall, my family and I have stayed at this hotel many times and yearly for SEMA without issue but the experience today at Springhill Suites Las Vegas Convention Center fell far below the standard of service I have come to expect from your hotel chain. As a result, I am left with a very negative impression of your establishment from here on out.

I sincerely hope that management will take this feedback seriously and take steps to improve the customer service and overall experience for future guests. I believe that addressing these issues is crucial for maintaining the reputation and success of your hotel.

I hope these issues will be addressed and to potentially restore my faith in the Marriott/Springhill...

A couple of things off the bat. I don't recall while booking that it mentioned parking is NOT free. 25 bucks a day is kind of steep for the location. I wish it would warn me before booking, but it's like they depend on it sneaking up on people and being trapped, so being forced to fork over the money. It's not really the price, it's just the principle of it. I've had bad experiences with this kind of bait and switch while traveling to China, and it was very costly, so from that point on, I get a very bitter feeling when it happens. The second thing is I have been a platinum member for years, and I have a specific request to be close to the elevator. This time wasn't a big deal, but they literally put me in the furthest room from the elevator that they could. Which was an odd room. The toilet was in a closet with a miniature sink. Then another room had the shower and another sink. It was a very oddly shaped room because the bed and television were not really in the same area. On top of that, the television wasn't working, so I had to wait for maintenance to show up. The guy was cool, but the situation was just a hassle. Breakfast was ok but extremely basic. A real hassle is trying to get my security deposit back. It's now been 5 days, and it's still showing as pending on my account. Which tells me they haven't released it yet, not my bank. I've tried calling several times, but no one answers. I've left messages on other extensions, and still no one replies. I've lost count how many times I've stayed in Vegas over the years. This is my first time here. If they can't figure out my deposit and stop messing around, pretty sure it'll be my last time. Oh yeah, the pool on the roof is like something from a 3rd world country. In fact, I've seen better pools on rooftops in Cambodia. The fire pit was not on, and there was no explanation of how to use it. "Amenities" aren't really a thing. Good thing this was a one night stay because, I'm sure by the second night, I would start getting annoyed. I can't figure for the life of me why it's so difficult to wrap up a guests stay. It really leaves a bitter taste. I even mentioned it to the front desk while checking out and asked how...