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“Called ahead in route, no room when we arrived”

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SpringHill Suites Indianapolis Downtown
Ranked #33 of 186 Hotels in Indianapolis
Certificate of Excellence
Reviewed 11 August 2012

Called while travelling to check on availability for a family of 5, and were told no problem, we could choose our floor. Got there a couple hours later and they said they had given out the last room that holds 5. Obviously they misinformed us on the phone, or we would have had one reserved for us. They did not try to set us up anywhere even though we went right next store to the Fairfield and they worked hard to set us up as there rooms are made for 4, not familes of 5 like ours. So we saved over $ 100 and stayed right next store where they have superior service. The best part, was they tried to have us park in the parking garage before we were even checked in, so if we had not got a room next store I guess we would have been out the parking fee too.

  • Stayed: August 2012, travelled with family
    • Service
Thank snowfall1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Marr601, Director of Sales at SpringHill Suites Indianapolis Downtown, responded to this reviewResponded 13 August 2012

I hope you will accept our sincere apologies if you feel you were not treated with the utmost respect during your recent stay. Guest feedback is so important to our success and bettering our team for future visitors and we really do appreciate you taking the time to offer some insight to your stay. If you would like to discuss this futher, please feel free to contact me directly.

Thank you

Nikki Thomas
Director of Sales and Marketing

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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350 - 356 of 431 reviews

Reviewed 9 August 2012

We were very pleased with our stay. The staff was very helpful and pleasant. Looking forward to referring others to this property.
Good view, atmosphere, and just all around great location.

Thank you for the "Nap Town" hospitality. Keep up the good work!

JD

  • Stayed: August 2012, travelled with family
    • Value
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1  Thank JD-Justenuff
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Marr601, Director of Sales at SpringHill Suites Indianapolis Downtown, responded to this reviewResponded 13 August 2012

We are very happy that you enjoyed your stay at the Springhill Suites by Marriott Downtown and had a great experience with our staff and service. We appreciate your business and the great review and look forward to welcoming you back.

Delightfully

Nikki Thomas
Director of Sales and Marketing

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 August 2012

We wanted to call out excellent service from Wesley Hill. He checked us
into the hotel and made us feel very welcome. His answers to several
questions on restaurants were very helpful. He also provided breakfast bars
and milk to us since we were leaving for TRI Indy before the breakfast area
would be open the next morning. His extra efforts were greatly appreciated

We love the SpringHill Suites format and the Indianapolis location was excellent. The location was perfect for the TRI Indy events and walking distance to all of the downtown attractions.

Be aware there is a $23 parking fee, but worth it for the downtown location.

  • Stayed: August 2012, travelled with family
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Thank SCADmom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Marr601, Director of Sales at SpringHill Suites Indianapolis Downtown, responded to this reviewResponded 13 August 2012

I wanted to send you a quick message to first thank you for your recent stay and review of our hotel and Staff. Guest feedback is very important to our success and bettering our team for future visitors and we really do appreciate you taking the time to offer some insight to your stay.

Thank you

Nikki Thomas
Director of Sales and Marketing

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 August 2012

While visiting Indianapolis with little notice, I reserved two nights at Springhill Suites Marriot. The hotel was pleasantly modern and definitely family oriented (kids were everywhere with a Wii in the main lobby, board games, complementary Wi-Fi and a nice sized pool). The hotel is connected to the new (and not that jaw-dropping) JW Marriott and Courtyard Marriott (literally by a swinging door on each floor), plus the Convention Center and Circle Center Mall/Arts Garden via an indoor sky bridge. Staff is very friendly. They called 15 minutes after we got to our room to check up on how we liked our room and also gave us a free pair of Aleve after a horrible migraine. The hotel's location is great since it's close to the various stadiums, museums, a few blocks from the Capitol building, the Circle, restaurants and entertainment; not to mention the views the majority of the rooms possess. All of the rooms were nicely laid out with a kitchenette (microwave and mini fridge), couch that folds out into a bed, desk, comfortable bed, a good sized shower with double sink and a separate toilet room with its own sink. One small downfall was the design of the shower which leaked water onto the floor. Otherwise, we had a great stay at a great cost.

  • Stayed: December 2011, travelled as a couple
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Thank Richie D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Marr601, Director of Sales at SpringHill Suites Indianapolis Downtown, responded to this reviewResponded 6 August 2012

We are very happy that you enjoyed your stay at the Springhill Suites by Marriott Downtown and had a great experience with our staff and service. We appreciate your business and the great review and look forward to welcoming you back.

Delightfully
Nikki Thomas
Director of Sales and Marketing

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 August 2012

Your staff was absolutely amazing. The hotel was beautiful -- the room was innovated with space dividing and saving, the lobby area was fun and so family friendly -- and to top it all off, everyone was friendly and so helpful. The valet staff truly helped us unload and reload -- which isn't easy with 2 young kids. They loved the hotel as well from the breakfast to the pool. It was an amazing experience!!!

Room Tip: The suites are lovely and a great use of space -- you can separate living from the beds and the bath...
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  • Stayed: July 2012, travelled with family
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Thank Jean D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Marr601, Director of Sales at SpringHill Suites Indianapolis Downtown, responded to this reviewResponded 22 August 2012

I wanted to thank you for posting such a glowing review of your recent stay with us at the Springhill Suites By Marriott Downtown Indianapolis. Everything mentioned in your post is a key to our success and I love to see those assets shine through. Our goal is to have every guest leave as satisfied with their stay as you did.

Delightfully
Nikki Thomas
Director of Sales and Marketing

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 August 2012

Very clean hotel with nice sized rooms. My wife and I stayed with our 17 mo daughter and they had a bed for her all ready and set up when we arrived – which was great! The free breakfast is great and filling. The only downside – it cost $23 to park overnight in the garage. I understand it is in the middle of downtown Indy and space is at a premium – but that felt REAL high for a) self park and b) a self-service hotel.

  • Stayed: June 2012, travelled with family
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Thank iamthemorg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Marr601, Director of Sales at SpringHill Suites Indianapolis Downtown, responded to this reviewResponded 6 August 2012

We are very happy that you enjoyed your stay at the Springhill Suites by Marriott Downtown and had a great experience with our staff and service. We appreciate your business and the great review and look forward to welcoming you back.

Delightfully
Nikki Thomas
Director of Sales and Marketing

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 July 2012

Stayed in the hotel this weekend for a concert in downtown Indianapolis. Beautiful hotel. Nicely kept... but that is the extent of poliet things I have to say about this place. When checking in was reassured that the card we used for the resorvation would not be charged for anything, simply just needed to have the number on file. This is not an issue as I have stayed in a hotel before and realize they need a card number simply just in case of emergancy. 5 mins after checking in my bank texted me letting me know that there was not one but TWO charges already on my account. When confronted the front desk was not helpful. Sort of shruged it off and said it'd go away when we paid in cash when checking out. Needless to say this is just the beginning of the problems. To keep this short, they charged my card twice with "holding fees" both for $100. In which after speaking to my bank are saying this was due to my card being run twice. Unacceptable.
On top of that we then paid with a different card in the morning. Watched the attendent physically slide the card. Well no charges were ever put on the new card. The room balance was then charged to the card we had told them NOT TO PUT CHARGES ON.
Called hotel once we returned home to figure out the issue and they claimed they were never handed another card and there was no new card number on file. I then read the new card number, experation date and security code to the women over the phone. She said as soon as she ran that card the chargers would go there and the other card would be reimbursed immediately. Not true. New card was charged yet all the other charges remained on the intial card.
Waited 24 hours for processing time. Still have the charges. When I called back this morning to inqiure what the malfunction was, still noone seemed interested in the issue and simply exhausted by my explaining of the issue. The manager said the money would be back on my card today by 5pm. Still no money. Clearly the next step is taking these people to the BBB. Ive never experienced such an neglect, especially when it comes to money. Needless to say I will never be staying at this hotel again. Which is sad cause it was beautiful and in an amazing location. Too bad their employees are terrible.

Room Tip: Just simply don't stay. Hotel is beautiful, service sucks. They lose credit card numbers and cha...
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  • Stayed: July 2012, travelled with friends
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2  Thank Jennifer E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Marr601, Director of Sales at SpringHill Suites Indianapolis Downtown, responded to this reviewResponded 6 August 2012

I hope you will accept our sincere apologies if you feel you were not treated with the utmost respect during your recent stay. Guest feedback is so important to our success and bettering our team for future visitors and we really do appreciate you taking the time to offer some insight to your stay. It is always our goal to ensure that each guest has an excellent experience. If you would like to discuss these issues further please feel free to contact me.

Thank you
Nikki Thomas
Director of Sales and Marketing

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about SpringHill Suites Indianapolis Downtown

Address: 601 W Washington St, Indianapolis, IN 46204-2712
Region: United States > Indiana > Indianapolis > Downtown Indianapolis
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Suites Wheelchair access
Hotel Style:
#20 Family Hotel in Indianapolis
#26 Romantic Hotel in Indianapolis
#47 Business Hotel in Indianapolis
Price Range: £83 - £231 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — SpringHill Suites Indianapolis Downtown 3*
Number of rooms: 156
Official Description (provided by the hotel):
The SpringHill Suites Indianapolis Downtown is adjacent to the Convention Center. Located on a beautiful seven-acre site overlooking White River State Park, guests are steps away from Circle Center Mall, the State Capitol, Indianapolis Zoo, NCAA Hall of Champions, Lucas Oil Stadium, and Conseco Fieldhouse. Guest rooms offer a small refrigerator, microwave, complimentary high-speed Internet Access, and cable TV. The property also features a complimentary new breakfast buffet and fitness room. ... more   less 
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Also Known As:
Springhill Suites Indianapolis Downtown Hotel Indianapolis

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