We checked in on a Saturday night and got to our room about 8. I had tried to check in at 3 pm and was told our room was not ready so we came back after visiting our relatives. We got to our room on the 4th floor and the room was hot. I checked the wall unit (no thermostat at this location) and found that the air conditioner was on fan and the drapes were open. The day was very hot and the sun had been beating in the window most of the day. I switched to high cool and the air coming our was warm. I went back to the desk to reported the uncomfortable temperature of our room and the desk attendant (manager on duty?) said she would have to check on it herself as there is no maintenance available on the weekend. She went up and said there was nothing she could do as they were fully booked and the air was somewhat cool coming out of the unit so we would just have to wait until the room cooled. A few hours later it was at least bearable. I also reported when we first went to the room that there was hair on the bathroom floor and in the bathroom sink. She said she took care of that when she was up there so the room was fine.
We decided to go to the pool and found a note on the door that the pool heater was broken. You could still swim but the water was too cold. My son had to use the restroom so he went to use the one on the first floor off the lobby. He came back and said he needed the key to go to our room as the toilet was overflowing in the men's room. I went to the desk to report the problem. Later there was an out of order sign on the restroom. The pop machine on our floor was broken but there were some on other floors that were working. How convenient!
My son needed something from the car later that evening and when he came back in the elevator was not working. He went to the desk and asked about the elevator and was told that it was overheating and needed to cool down. I thought he probably had heard incorrectly so I verified this with the front desk staff. Indeed that was the problem. The other problem was that we were on the 4th floor. Thankfully we were able to climb 4 flights of stairs. I must admit that I was a little concerned about the elevator overheating causing a fire and being trapped on the 4th floor. Thankfully that didn't happen!
We got a good night's sleep finally and headed down for breakfast about 9 am. The lobby area was full of people and the breakfast area was chaos! Most of the food containers were empty and some of the items were not replenished because they were out of them. April, the breakfast hostess was working very hard and was very pleasant even in all the chaos. My husband and I drink tea so I thought I'd make us tea and wait for the chaos to calm down a little. I got 2 cups out of the hot water container but both contained coffee grounds. I poured them out and started over. Again, they contained coffee grounds or other black floaties. I approached an associate (same manager from night before) to see if I could get some hot water without the floaties and I showed her the cups. She tested it herself as if she didn't believe what I was telling her. She said she would get me some. After about 5 minutes she came back with 1 cup of hot water and I told her again that I needed 2. She went back and got another one.
On Saturday they drained the pool so that you couldn't swim even if you didn't mind the cold water. They did tell us that we could go swim at another Marriott property if we wanted to swim. How convenient to have to go off site to swim.
I approached the front desk to see if they were doing and compensation adjustment or bonus points due to all the issues and of course they are not. This hotel has a new lobby and the rooms have been renovated but obviously the rest of the amenities need some work.
I am a faithful Springhill Suites traveler but I would not suggest this location. The manager on duty on Saturday seemed annoyed that I wasn't happy with a hot room with other peoples hair in the bathroom, She was also there on Saturday morning and was the one I spoke with about the hot water. I am usually patient as I understand things happen but this was way to many broken things for one trip! A better attitude on the manager's part would have helped this situation!
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- Also Known As:
- Springhill Suites Monroeville Hotel Monroeville
- Monroeville Springhill Suites