SpringHill Suites by Marriott Loveland Fort Collins/Windsor — Hotel in Windsor

Usually we love staying here at this location. We even recommended it to friends and family. But our last stay, on the night of my anniversary with my partner, we were MORE THAN DISAPPOINTED. First, our flight got in around 6 PM. Upon reserving, we wrote down that our intended arrival time was later in the evening. Once we arrived, the doors were locked for security purposes, but since we did not check in yet, we could not access the inside without calling the personal phone line posted on the doors as well as the hotels front desk number!

We were outside waiting for about 10 or more minutes, waiting for someone inside to answer the CLEARLY ringing phones. Not only did the front desk come out scrambled and without a mask, but she tried to ease us by showing us a puppy from the back room. Granted the puppy was cute, WE WERE CHARGED UNKNOWN $60. My card was flagged because she ran it about 6 times (shown on my statements). On top of that, there was the $20 incidental fee, which was fine since we were supposed to have a FREE NIGHT using our member points.

The next morning I called the front desk to deal with someone else, but the mans attitude was not so inviting or pleasant to speak with. Quick and to the point instead of welcoming. Even then, NO ONE CAN ANSWER why I was charged an extra $60?! I was told it would be returned, but I’m still waiting for it, AND an answer as to why it was charged in the first place. No receipt, no response, nothing.

Our room was definitely not as pleasant as before. We had to run back to a nearby friends house for CLEAN SHEETS. We felt dirty in the hotel, and even saw stains on the towels...

Arriving at night was difficult as more than half the Springhill Suites sign was not illuminated. I could only see "LL SUITES" from the approach road. Reception was excellent; very helpful giving directions and making restaurant suggestions. Our room was NOT a suite. It was just one medium sized room with a window divider above the desk to give an appearance of another room. NOPE. DOES NOT MAKE IT A SEPARATE ROOM. Guests should be given a pack of post-it notes to use to cover the plethora of LED lights that come alive when the lights are turned off. It looked like an airport. We spent more than 20 minutes on a snipe hunt to find and cover all the LEDs. Bathroom should have a separate door for the toilet, not just the bathroom itself. Shower and hot water were excellent. Hot water almost immediately and available soaps, shampoo were best I've seen in a long time. Pillows were not to my liking as they mushed flat. Not a fan of duvets either. In a heated room a duvet is overkill. We liked very much the availability of USB charging plugs in multiple places. Breakfast was abysmal. Milk for cereal was curdled. No bread to toast. No knife to slice bagels. Toaster only worked on outer elements, inner elements not working so bagel was burnt on one side and nothing on the other. Fruit - mellon - was good. No waffle station, although with small number of guests that is understandable. Overall, not sure we got good value for money. Marriott has a good reputation for me based on many stays at Courtyards, but this does not come close to those...

Hotel appearance was nice. Stayed here for 1 week with a crew of 6 people. None of use were able to completely sleep through any given night without waking up at least once. Issues: nightlight in the bathroom outlet was bright and rooms with a frosted bathroom door like mine had no way to stop the light from lighting up the bed area. The AC unit seemed to shut off at night like it was detecting that there was no occupancy. I woke up every morning sweaty no matter what I set the thermostat to the night before. I'm not sure if those were the only issues or if there were loud noises in the hotel each night that woke us up. I requested room cleaning at checkout, but only towels were refreshed. Bed was never made or sheets changed which sweating due to the thermostat shutting off and poor sleep necessitated. Breakfast each morning was sub par to what I expect from a Marriot hotel. I felt like the breakfast was low effort each morning and likely due to management since it didn't matter who did breakfast(water standing in the instant eggs, water standing in the instant oatmeal, coffee full of coffee grounds, coffee and hot water not hot in the evenings). The maintenance guy is probably the most professional and friendly person here. He warmly greeted me every time I passed and after checkout seemed genuine when thanking me for staying and wishing me safe travels. By comparison, I was greeted by only one front desk worker on one evening for the duration...