SpringHill Suites by Marriott Winston-Salem Hanes Mall — Hotel in Winston-Salem

Customer service was poor. When i checked in i was asked if I prefer a floor. I responded with floor 1 and then was told that was unavailable. Then why would you ask me my floor preference. I also had my husband and 3 kids and they put us on floor 2 around others so the noise was heard through out the night. I had to turn on the fan to block out the noise from heavy walkers above us, people next to us, and what we could hear in the hall way. During breakfast i asked the employee "do you know if they are going to put out more croissants?" and all she responded with was "ok". However she had 2 other people ask her a question same time i did and she responded to all of us with "ok". Since i didnt know she responded to me i asked again and she said "i said ok". Youd think she say "ye ma'am, we will have more croissants out in just a moment ". But i guess she was just having a bad day. There was another lady there that was very nice when she responded and made sure all the customers felt they were being taken care. Of that was good service. So not everyone was bad. The toilet wasnt working and i looked in the th back of the toilet to see if i needed to reconnect the chain and i found a penis pump entangled in the chain. I told the front receptionist and all she said was "ok, ill call maintenance and have them remove it. Is it okay if they enter your room?" No apologies or anything. Whne we checked out the receptionist asked how our stay was and i said not good and all she said was "ok, your receipt will be emailed to you". There was a male receptionist that worked night shift that i thought had great customer service. He was very informative and pleasant. If the customer service was more on point and the thin walls wasnt an issue this place would have alot of potential. The good thing is that it is next to the mall and restaurants. The decor, the room layout, and amenities were nice as well. Its just the customer service and how they handles things made a 5 star hotel into a...

We came in on an online reservation (from my phone in the car) on a last minute long car trip. We came in very late around 11:30 pm....The gentleman at the desk was truly that--the first TRUE GENTLEMAN I have seen in years. I have often had late night check-ins and typically staff are not happy or quite as kind as in the morning or just plain mean. This man greeted me and was gentle and kind. He was ready, prepared and made it seem like the EASIEST process that I have ever experienced. One person. wow.

Everything was very clean--beautiful. The decor is soothing grays and beautiful carpets even in the hallway. The room was beautiful with a microwave, fridge &sink area , living area with couch & desk & then 2 double bed room. The TV swiveled and extended for people on couch or in the bed. Beautiful room. I have a service animal (that slept on the bathroom floor-don't worry) it was so quiet and calm --she slept the entire time without a noise--when she typically is more on guard, even she was relaxed!)-- The room was accessible with my power wheelchair and even my teenager was happy!

There were multiple USB plug ins for charging devices and an iHome radio with charger and iPod capabilities-- The lamp even has multiple charging stations on the nightstand.

The bathroom was spotless, everything clean & the linens even smelled fantastic!! I am a smell person & linens are important to me -this is the first time I ever loved the smell of my hotel sheets and comforter!! Unbelievable --loved it.

My only regret is that we came so late, only for the one night and could not stay the whole week!

I will definitely book there if I return to the area and would recommend to anyone! I want the manager to find the gentleman that checked me in and give him a hug from me & you can see the towel swans pics people have posted--cool--but this cleaning staff--shout out to them as well--they clean! Spotless.

I...

I don’t have much time but I’m going to give you’ll the run down on this hotel. Precursor: I bring my own safety products such as clean sheets and mattress coverings due to hyper sensitivity in my skin so these things do not faze me. However, upon checking in; the front desk staff knew my name and had my keys premade which was quite nice. A major plus because most hotels do not do this. Once I got to the room, there was a horrible mildew smell so I headed back downstairs and it was corrected immediately. Later I changed rooms and it was very small with a small tv and no room to move around at all. What I’m saying is whats posted on line definitely isn’t what you get in person. No problem, I’m not picky so I just tolerated it and went along with things. Next, I turn on the tv and it was blurring up with no picture every-time I switched from television to internet tv. I don’t come here for entertainment so I just turned on my laptop and did work and ignored it. Then, all of a sudden I started hearing loud noises from other rooms. It lasted all night until I had to goto work the next day because of the paper thin walls. The breakfast was pretty good. They had eggs, toast, bagels, sausage, bacon and omelettes. Upon checking out, I mentioned to the attendant that I would need a late check out. I didn’t expect for her to give me until 3pm. That was great and I expected something like 1pm or 2pm due to me being a titanium member. But, the cleaning staff kept banging on the door from 11am all the way til 1pm. They were also loud talking in Spanish and banging doors, cabinets in the other rooms. I felt like I was in the projects and living off Section 8 😂🤣Unbelievable! I finally left the room and they were all standing at my door giving me dirty looks. It’s safe to say I won’t be returning to this location. The front desk attendants were wonderful though but everything else was atrocious. ...