Used Marriott reward points to stay 2 nights and experienced very poor customer service during entire stay. Advance reservation requested lower floor and asked for QUIET room assignment at check-in. Millie said my assigned room was on the first floor next to the small meeting room that was rarely used. She did NOT mention that the ice machine is in the hall right across from the room door, and the rear pool/spa and exterior parking lot entrance was right outside the window. This was steps off the lobby/breakfast area, and a group of college students were meeting in the lobby into the evening, and the breakfast traffic noise began at 6am. Millie called after check-in to inquire if the room was ok, but we were still getting luggage from the car and it went to voice mail. So had to learn the voice mail system to get rid of the flashing red light while unpacking.
Management should work harder to assure a guest that wants a QUIET room location actually gets it…if indeed they have any. The loud plastic rolling trash cart pushed down the hall at 11pm, and using a hall vacuum cleaner at 10pm would tend to indicate management does not give a damm about the guest comfort since those tasks could be preformed in the afternoon when guests are gone.
The first floor room itself had a very tall 10 or 12 foot ceiling with wood trim at the 8 foot level, and the wall above it painted white like the ceiling to reflect a lot of light. The suite is actually 1 room with the bathroom on the side to serve as a partial room divider. The desk is on the partial wall opposite the bathroom to attempt to give the feeling of a two-room suite. Small frig and even smaller microwave in the cabinet against the bathroom wall help create the feeling of a suite. The single HDTV set has to pivot to face the sofa, or turned into the bed area for viewing.
Breakfast has lots of items both hot and cold. Scrambled eggs depleted and not replaced. The 2% milk was in pitchers rather than individual cartons, and ran out and was not replaced. Breakfast ends at 9am weekdays and 10am weekends, and the room was packed without any empty tables during my visit.
Perhaps the worst customer experience was that my room was NOT SERVICED my second day. Had to go to front desk and request fresh towel sets, and there was no apology or excuse from the male person on duty. We left the hotel at noon and staff were having lunch in the breakfast area when we left, so they had a lot of help available. Did not return until 5pm, but housekeeping could not service all 16 rooms on the first floor in that time? Or perhaps because we were staying on points, we were selected for no-service. We had the Do-Not-Disturb hanger up in the morning while at breakfast and getting ready for the day, and perhaps this hotel is one of those where housekeeping makes a single pass down the hall and never comes back to complete the job for those rooms they skipped.
The hotel swiped my credit card (not a debit card) and placed a $40 hold on it at check-in, even though I was staying on reward points. There was no express checkout bill delivered overnight under the door, but I requested and received a zero balance receipt at checkout so I hope they release the $40 encumberance promptly.
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- Also Known As:
- Springhill Suites Fort Myers Airport Hotel Fort Myers
- Fort Myers Springhill Suites
- SpringHill Suites Fort Myers Airport Florida