SpringHill Suites by Marriott Colorado Springs North/Air Force Academy

V Miller1 year ago

1/5

I travel frequently for work as well as leisurely, so to say that our stay at this hotel was the strangest, most horrible experience is saying a lot. The customer service by the employees as well as the management was horrendous to say the least. I am going to try and make a very long story as short as possible. Our stay included one king room for two nights {on the 4th floor} and one double queen for one night concurrently {on the second floor}. The guests above our room on the second were having a party or something, they were very loud, stomping, beating on the floor, running, jumping etc. We {along with other guests} reported this several times and they did not make them stop and refused to move us to another room {they offered us a 30 minute late check out}. I asked to speak with a manager, The young man at the front desk told me there wasn’t one on duty and I could contact them on Monday, I asked him to leave a message for the manager to contact me and he just looked at me, so I asked for their corporate office number and he told me that they didn’t have one and that they are individually owned. I asked if he could give me the customer service number for Marriott. He says smugly, we don’t have a number for them, as I told you we are individually owned and they have no say as far as what we do, so what we say is how it goes, I was shocked to say the least. I just walked away and proceeded to look up and call Marriotts customer service. Marriott customer service was very apologetic and gave me Bonvoy points and made a complaint on my behalf. But a week later I noticed that after our check out on the 9th, instead of the hotel releasing the money for our incidentals, they actually put a hold on my card for the incidental balances on the 11th. When I called the hotel in order to have this rectified, I’ve been met with nothing but hostility, disrespect, and the manager that I eventually talked to was extremely rude. Not only did he not fix their mistake he tried to lie and say that during our conversation that I screamed at him {I believe this was in an attempt to try and have me declared as some crazy irate customer so be careful when dealing with this hotel staff} but I informed him that the entire call was on speaker and I was actually riding in the car with video and audio recording {I am currently waiting to have the footage to be sent to me to forward it to Marriott and to release it to social media}. The treatment that we got from this hotel staff was terrible and I would recommend anyone who is considering staying at this hotel to find literally anywhere else to stay. As of this morning 04/19/2023, my issue with my incidental fee has still not been rectified {they have my telephone number flagged at the front desk and this morning when I called to let them know that it still was not fixed the lady answering the phone called me by name without me offering it said that she had two guest in front of her and proceeded to hang up om me}. This hotel does includes breakfast, which was what you would expect for an average hotel {mediocre at best}. But during breakfast they have what they referred to as a "volunteer", {Marriott says that they have never heard on this and neither have I} this man spoke very loudly, you could literally hear him even when he was down the hall literally screaming and laughing. He interrupted the breakfast attendant several times while she was attempting to refill things {causing a line to get breakfast} approached guest, even asking if they were done with their breakfast items while they sat and talked. I only gave it one star because the room was clean and the location was great, but there are better hotels with competitive rates that offer excellent customer service within walking distance of this one.