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“Extremely poor customer service”

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SpringHill Suites by Marriott Annapolis
Ranked #3 of 21 Hotels in Annapolis
Certificate of Excellence
Reviewed 5 March 2012

We stayed here recently and were very disappointed with the customer service we received. We reserved our room, where we had requested a rollaway bed for our toddler son (pull-out sofas are too high for him) and told that would be available. When we got to our room we were told there were no rollaways, only the sofa bed in the room.

Next our neighbors started shouting down the hallway to each other, with their room doors open - they appeared to be part of a large group and were making plans together, and treating the hallway as if it was their own personal space with out regard for other guests evening though it was 9:30pm. We asked them twice nicely to keep the noise down, and they ignored us. We asked for assistance from the front desk, who called one of the guest rooms (which had no effect) and then refused to come up to speak to them directly to address the situation.

finally, the next morning, breakfast was disappointing and there were not enough tables for all the guests at the hotel. There was a sign saying that people could take their breakfasts up to a meeting room on the first floor.

We were extremely disappointed by the service at this Marriott. As Gold Elite members, we travel extensively with Marriott and feel that the brand and service quality has declined significantly overall in recent years.

We switched to the Courtyard Marriott for our second night and were much more impressed with the service and facilities there. When we return to Annapolis in the future to visit family, we will be staying at the Courtyard.

  • Stayed: February 2012, travelled with family
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2  Thank nycinuSa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Smerch112030, General Manager at SpringHill Suites by Marriott Annapolis, responded to this reviewResponded 13 March 2012

I am sorry your stay with us was not up to your expectations. I appreciate you taking the time to write a review. Customer reviews will help us provide better service to our guests. I do hope you will give us another opportunity to accommodate you the next time you are in the Annapolis area.

Steve Merchant
General Manager

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472 - 478 of 575 reviews

Reviewed 26 February 2012

Stayed 2/24/12-2/25/12. The best rate I could find was $99.00, but opted to use Marriott reward points, 20,000. Room was 403.

Stayed here because my son had two hockey games in the area. Facilities were clean, staff friendly and the breakfast buffet was better than normal. This is a typical SpringHill Suites property. I find the beds a bit firm, but overall a great deal. There is an in-room safe.

Coffee, tea and hot chocolate are available 24 hours a day. The Buffet includes Yoplait and Greek yogurt, pears, oranges, bananas, and assortment of apples. Danish, bagels, waffles, scramble eggs and sausage are available. Orange juice and apple juice are also available.

The "Festival" plaza is less than a mile a way with plenty of restaurants to choose from. The suite comes with a small refrigerator and microwave. The pool/jacuzzi area was extremely clean. The lifeguard kept the pool/jacuzzi area safe. The pool hours are 10-10. The fitness area is small, but adequate and open 24 hours. The lobby area has the typical SpringHill layout; however, an added bonus is the gas fireplace which keeps it nice and warm. The WiFi is free, but a little slow.

Overall, for a 3*-3 1/2* hotel I think it is a great deal and would come back again!

  • Stayed: February 2012, travelled with family
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1  Thank AmyWong08
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Smerch112030, General Manager at SpringHill Suites by Marriott Annapolis, responded to this reviewResponded 27 February 2012

Thank you for posting a review on Tripadvisor. I am pleased that your stay with us was a good one and we hope you will come back again soon. We are in the process of increasing our internet speed and this should be completed by the end of March.

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Reviewed 23 January 2012

We drove down on a Friday night prior to a snow storm and when we woke up in the morning right at the front desk were ice scrapers for anyone to borrow.
The night before at check in all went smoothly and when I requested a AAA discount after the fact my front desk attendant easily redid my bill. Clean and comfortable evening.

  • Stayed: January 2012, travelled with friends
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Thank salvodon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 January 2012

We stayed one night as a quick getaway. Room was very nice and the entire property was immaculate. Nicely furnished, 24 hr coffee, great hot tub, and only 10 minutes to downtown. Was graciously accomodated with early check-in and late check-out. We discovered that we were located just 5 minutes from one of the best shopping centers (Nordstrom Rack, DSW) as well as the nation's largest Whole Foods. This will be our new escape place for sure! Got a very good rate on Southwest (included air miles) so I benefited all around!

  • Stayed: January 2012, travelled with family
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Thank TravelMaven613
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 January 2012

Old design SHS, stodgy compared to the new design, a function of the preferences of Marriott stylists at the time it was built. Clean, comfortable rooms with good bed, nice big TV, micro and fridge. Very typical of SHS if you're at all familiar with them.
Breakfast kudos: first SHS or Marriott where I've seen plain Greek-style yogurt on offer, plus some flavored G/s yogurt too. And mixture of Yellow Delicious, Red Delicious and Gala apples (so so many bfst. buffets have the same old sorry industrial grade Red Delicious apples that taste like wood). Also had reg and bold flavours of their "Artisan" house-brand of coffee and flavoured creamers.
I enjoyed this hotel. It is quite outside from the City centre but you likely understand that downtown Annapolis is crampt and most affordable lodging is quite outside.

  • Stayed: December 2011, travelled as a couple
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Thank Gerbuddy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 December 2011

I'm a big fan of Marriott properties and was overjoyed to see one at a reasonable rate in Annapolis (we had been staying at a BW when we visited). This facility had a special weekender package that included a free in room movie and a credit at their snack shop.
The property itself is quite new and nicely decorated with both wired and wireless internet. We had some issues with the wireless "pausing" for a while every now and then, but the staff was aware of this as they are in the midst of a wireless upgrade.
Very attentive and helpful front desk staff.
Hot breakfast was OK - eggs, sausage, waffles etc and the seating area was spacious.
The location was a bit hard to find, but is clustered with a number of properties.
Overall a nice place and a great value if you can tap into that off season Escape! Family package.

  • Stayed: December 2011, travelled as a couple
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Thank bschott
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 December 2011

My girlfriend and I took a girls trip for the weekend and drove up from Virgina to stay at this hotel in Annapolis. The hotel was wonderful - a little farther away from downtown Annapolis, but for the value, you really can't beat it! Parking was free. There was a free breakfast. The staff was pleasant. There was a microwave in your room and a little fridge. Also, a nice, big flat screen TV. We were very happy with our stay and would definitely come back!

One other thing - the halls were very quiet, but you could hear your neighbors somewhat.

  • Stayed: December 2011, travelled with friends
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Thank Maureen P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about SpringHill Suites by Marriott Annapolis

Address: 189 Admiral Cochrane Dr, Annapolis, MD 21401-7307 (Formerly SpringHill Suites Annapolis)
Region: United States > Maryland > Annapolis
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Romantic Hotel in Annapolis
#1 Family Hotel in Annapolis
#2 Business Hotel in Annapolis
Price Range: £84 - £238 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — SpringHill Suites by Marriott Annapolis 3*
Number of rooms: 120
Official Description (provided by the hotel):
SpringHill Suites by Marriott Annapolis is located just 3 miles from the US Naval Academy and the Historic District. We are a top choice among hotels in Annapolis, MD, offering all-suite accommodations, free parking, complimentary Wi-Fi, and free daily breakfast. Travelers love our spacious guest suites which feature separate living, sleeping, and dining areas. Our hotel also boasts a fitness center, indoor pool and whirlpool, business center, and meeting room. SpringHill Suites by Marriott Annapolis is ideally situated near City Dock, Maryland State House, Chesapeake Bay, and BWI and Washington, D.C. landmarks. ... more   less 
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Also Known As:
Springhill Suites Annapolis Hotel Annapolis
Annapolis Springhill Suites

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