i was trying to get home from work in the snow blizzard,but after having 0 visabilty,i decided to seek shelter. the manager at the mcdonalds suggested that i go to arundle mills to find a hotel. i checked in right away with no problem.the room was beautiful and cozy.the breakfast was supperb. they even had free dinner at 5:30.i am thanking god for getting me here. everyone was nice to me ,the plow truck even plowed me out a parking space. i am so thankful that God led me here. i was truly blessed.

There was a mixup with the shuttle. We waited nearly an hour for one to pick us up from the airport. Sharon did not answer the main phone. We had to ring back for 5 minutes before she answered. She said the shuttle was there and we were not. She did not apologize and say maybe the driver did not see us. After arguing with us about it she said she would send another in 20 minutes. When I met her at the front desk, I told her I would have understook that there was a mixup but to say we were not there,and argue with us was extremely poor customer service. Still not apology. Normally I love any of the Springhill hotels.

The hotel itself (location, rooms...) is nice, however the staff leaves something to be desired. I spoke to four different employees before and during my stay and only ONE was friendly and helpful. The lack of customer service all started when I called to make a reservation--the reservation agent was rude and did not have an answer to any of the questions I asked. Still, based off of the reviews here on tripadviosr, I decided not to let one bad apple ruin the bunch. Later in the day I called to ask for an early check-in. I was told that my name was put on a list and to call back later. I called back later and was told that there were still no rooms available but that a front desk agent would call me later on to let me know when a room became available....I never got the call (even after explaining to the agent that my friend was arriving in town earlier than me and that's why we needed the early (one hour early) check-in). To make a long story medium...I later asked for a late check-out and was told, by a very rude woman, that the hotel was sold out and no late check-outs were available because the staff always had to have the rooms ready before 3 p.m. I then asked how, if the staff always has the rooms available before 3 p.m., were there no early check-ins the day before. I then called a reservation agent to book a room for that same day and was told that there were rooms available. Confused? Me too.
Although, the rooms and the location of the hotel are nice, next time I plan to stay somewhere where I get the TOTAL package...outstanding customer service included.

I do need to point out that Laurie (I think that's her name) who worked the morning shift at the front desk on Sunday, August 2, 2009 is awesome. I just wish the other employees were as customer service oriented.