We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Beware, cleaning staff are thieves....”

Best prices for -
Check In dd/mm/yyyy Check Out dd/mm/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 12 more sites!
SpringHill Suites New York Midtown Manhattan/Fifth Avenue
Ranked #154 of 468 Hotels in New York City
Certificate of Excellence
Playa del Carmen, Mexico
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
“Beware, cleaning staff are thieves....”
Reviewed 13 August 2014

We stayed at the hotel for 7nights with our 2 kids (14 & 10). Besides the breakfast staff being extremely nice, the rest are questionable. You should never have to ask for toilet paper from housekeeping who failed to replace at all, as well as shampoo more than once, because they did not replenish at all unless we called for more. These are very basic items that are a given in most hotel, especially when you are spending over $300- a night.
The day of check out we asked for 1 hour extra as our flight was in the late afternoon, and we were refused point blank.... After check out while on the plane from JFK to San Diego, we realized that my husband had left my sons samsung tablet in the room. We are 100% sure it was there because it never left the room the whole week. It was left on the desk in the room under his bag that he just picked up to vacate room and did not see it underneath. When we arrived back in San
Diego we immediately called the hotel, which was late at night, and told they could not do anything now, to call either, Nick, Nate or Darcel in the morning and they can help. Well, we called and were told they were busy and would call us back..... Waiting waiting no phone call. So we called again, and 2 more times after and we're still given the run around. My husband finally got really upset and was then put on to Ramon, the person in charge of lost and found, who knew nothing of the situation, told us nothing was handed in, did not even ask our room number to check with the housekeeping person, but said he would call us back. To our surprise he never called. We finally spoke with Gina Nevel who said she would look into the matter and for us to call her back the following day. So we did and were told it was her day off.... Seriously, like she did not know this. In the mean time 2 days have passed and no manager was told of the issue and housekeeping has gotten away with the bonus of a 10yr olds prized possession. It is too late to ever find it. And still management has no idea of the issue as we are unable to talk to anyone.
With a company as big as Marriott you would expect more, yes, granted it was my husbands fault we accept that, but what we do not is the lack of help we received from a company like this...
My question is, are they all thieves..... Lock up your belongings in the safe provided you never know if it was the same housekeeping person....

Room Tip: Lock up your valuables, it may be the last time you see them... The staff is not trust worthy!
See more room tips
  • Stayed August 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Helpful?
5 Thank Helena M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SpringHillSuitesNYC, General Manager at SpringHill Suites New York Midtown Manhattan/Fifth Avenue, responded to this review, 14 August 2014
Dear Jacqueline C

I am so sorry that your stay was less than what you had expected. I understand the frustration of requesting items and not receiving them. Our housekeeping staff is tops in the city and I will share your comments with them as we usually place extra ammenities in the room when we know our guests are staying for an extended period of time.

I also wanted to apologize for the lack of follow up from my managers. Marriott takes missing items very seriously, and we have had no cases of theft at our hotel. We also do a very in depth checks on all of our staff at the hotel They had investigated it fully and had not found any missing items in the room. They did call back right away but were able to connect with you due to your travel schedule. When they did connect with you, they took your statements seriously and checked with everyone that worked to ensure we were not missing something.

I do apologize for the breakdown in follow up and communication. It is not something that happens here and when it does we take it very seriously. I have spoken with all of my staff and managers . I have also searched myself and reviewed all reports and I am sorry to say we have still no located the missing items. This is definitely not something of the norm as our reviews attest to.

I do appreciate the nice comments about our breakfast team, and that portion of your stay went well. They were pleased to hear you enjoyed their service.

Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Write a Review

956 reviews from our community

Traveller rating
    461
    390
    79
    15
    11
See reviews for
302
339
38
92
Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (211)
Date | Rating
  • Dutch first
  • English first
  • Finnish first
  • French first
  • German first
  • Greek first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
  • Norwegian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Thai first
  • Turkish first
  • Any
English first
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 12 August 2014

My husband related this story to me about a wonderful act of kindness extended to him by this hotel's breakfast staff. He loves to start his day with a glass of orange juice. One day, there was no orange juice left when he went to breakfast. The staff, Jeffrey, Crystal and Michelle went out of their way to go out and buy some orange juice and delivered it to his room. It is so nice to know that when he is away on business, he stays at a hotel with such wonderful, caring staff.

  • Stayed August 2014, travelled on business
    • Service
Helpful?
1 Thank Linda H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nick C, Front Office Manager at SpringHill Suites New York Midtown Manhattan/Fifth Avenue, responded to this review, 14 August 2014
Hello Linda,

Thank you for your great review on your stay at our hotel. I am very happy to hear that Jeffrey, Crystal, and Michelle made such a positive impact on your husbands stay at our hotel. Our food and beverage team truly understands the importance of the small details to make an impact on our guest's stay. I will make sure that the staff is recognized for their efforts. Thank you again for your time and review, we hope to have you stay with us again for your next trip.

Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Oklahoma City, Oklahoma
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 10 August 2014

Had to make an absolute last-second business trip to NYC for a meeting with a client and wasn't able to book until 11pm the night before. I landed this hotel via a Priceline express deal (and had done some research to pretty much know 100% before-hand I would be getting this property). Needless to say all the positive feedback contained in previous reviews held true for my one-night stay. The staff was extremely helpful and outgoing. I was placed in a nice studio suite with a king bed on the 7th floor. The room was spotless and had everything a business traveler on his own could need. The free wifi and free breakfast was also a plus. Its location is perfectly central for those wanting to traverse all parts of Manhattan. If I ever have to return to NYC for business, I will try my best to stay at this property again.

  • Stayed August 2014, travelled on business
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank S00NR1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nick C, Front Office Manager at SpringHill Suites New York Midtown Manhattan/Fifth Avenue, responded to this review, 14 August 2014
Hello S000NR1,

Thank you for choosing our hotel for your last minute business trip. I am glad that you found our staff to be helpful and outgoing, and that you thoroughly enjoyed your room on the 7th floor. Our housekeeping department does a great job making sure our guest rooms are spotless for our guest’s checking in. Thank you very much for your kind words again, and I am glad we were able to make your stay an enjoyable one. We will definitely look forward to having you stay at our hotel for your next trip.

Take Care and Thank you Again,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Warwick, England, United Kingdom
Level Contributor
182 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 108 helpful votes
Reviewed 8 August 2014 via mobile

Hotel is in a very central position, views of Empire State Building from our window. We had a room with 2 Queen size beds, very comfortable. Minimal noise from the street. Hotel has got guest laundry service and a very good gym. Hotel also supplied 2 computers and a printer that you can use. Breakfast exceeded expectation although only between 6 until 9 am. Hotel is in an excellent central location to explore the city. Staff are very friendly and helpful. This review was written with the help of my whole family, so as you can see we all recommend it.
Service to a high standard.

Stayed August 2014
Helpful?
3 Thank Jan K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nick C, Front Office Manager at SpringHill Suites New York Midtown Manhattan/Fifth Avenue, responded to this review, 14 August 2014
Good Afternoon Jan K,

Thank you for your great review on your recent stay at our hotel. We appreciate your feedback so that we can use it to improve our hotel for our current and future guest’s. I am delighted that you found our room with two queen size beds to be very comfortable. Our complimentary breakfast is a great way to start your day! As you mentioned the hotel has a great central location to see all the sights of the city. Most importantly I am happy to hear that you found our staff service to be very friendly and helpful during your stay. Thank you for your recommendation, it is greatly appreciated. Have a safe trip and we look forward to having you stay with us next time.

Safe Travels,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Meriden, Connecticut
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 2 August 2014

Staff member Crystal was over the top to make sure guests were cared for. I was observing her deal with guests who were rude. She was beyond professional. Would love to have staff like her working for me.

Room Tip: Ask for view of Empire State Building.
See more room tips
  • Stayed July 2014, travelled as a couple
    • Location
    • Cleanliness
    • Service
Helpful?
2 Thank heavyp123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nick C, Front Office Manager at SpringHill Suites New York Midtown Manhattan/Fifth Avenue, responded to this review, 3 August 2014
Hi Heavyp123,

Thank you for ackowledging Crystal from our F/B team! Crystal does a great job making sure our guest's are well taken care of during our complimnetary breakfast service. I will be sure to let her know how pleased you were with her level of service and hard work.

Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
2 reviews
Reviewed 1 August 2014

Convenient location but not sure if parking is available. Recently new construction and better than old fashion ones. Friendly staff especially the Operation Manager. Air conditioning unit in our suite is noisy. Need to improve. Breakfast is a plus

Room Tip: ask for a quieter air conditioning unit room
See more room tips
  • Stayed July 2014, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Helpful?
Thank La2i .
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nick C, Front Office Manager at SpringHill Suites New York Midtown Manhattan/Fifth Avenue, responded to this review, 3 August 2014
Hello La2i,

Thank you for your review on your stay at our hotel. I'm gald to hear that you enjoyed our convenient location, brand new rooms, and breakfast. We do have valet parking available at our hotel. Our doorman out front of the hotel is always ready to assist our guest's with their parking needs. Next time if you stay with us please ask if you are unsure of anything or need assistance at all, we always have someone on staff ready to help with any of your travel needs. Thank you again.

Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Denver, Colorado
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 1 August 2014 via mobile

The hotel is new and clean, but the best part of this hotel is the food and beverage service, Jeff, Michelle, and Crystal all made breakfast very nice. They made sure there was plenty of everything, constantly cleaning up the area so the guests could get in and out of breakfast quickly. The breakfast was very good with plenty of choices including eggs and the best turkey sausage ever. Jeff welcomed everyone each morning with a warm and welcoming greeting. We had a great stay.

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank pennie b
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nick C, Front Office Manager at SpringHill Suites New York Midtown Manhattan/Fifth Avenue, responded to this review, 3 August 2014
Hi Pennie,

I am delighted to hear that our breakfast staff made such a positive impact on your stay with us. Crystal, Jeff, and Michelle truly understand the importance of starting our guest’s day off right with a smile . I will be sure to share your feedback with the entire team, and thank our F/B staff for their great service during your stay with us. I hope you will join us again for your next trip to New York.

Safe Travels,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hotels you might also like...
Travellers also viewed these New York City hotels
Midtown
Courtyard New York Manhattan/Herald Square
Courtyard New York Manhattan/Her...
#103 of 468 in New York City
732 reviews
Midtown
Fairfield Inn & Suites New York Manhattan/Fifth Avenue
Fairfield Inn & Suites New York ...
#226 of 468 in New York City
600 reviews
Midtown
Marriott Vacation Club Pulse, New York City
Marriott Vacation Club Pulse, Ne...
#163 of 468 in New York City
2,293 reviews
Show Prices
Show Prices
Show Prices
Midtown
Best Western Premier Herald Square
Best Western Premier Herald Squa...
#101 of 468 in New York City
1,675 reviews
Midtown
Hyatt Place New York Midtown South
Hyatt Place New York Midtown Sou...
#148 of 468 in New York City
1,837 reviews
Chelsea
Fairfield Inn & Suites New York Midtown Manhattan/Penn Station
Fairfield Inn & Suites New York ...
#113 of 468 in New York City
1,291 reviews
Show Prices
Show Prices
Show Prices

Been to SpringHill Suites New York Midtown Manhattan/Fifth Avenue? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about SpringHill Suites New York Midtown Manhattan/Fifth Avenue

Property: SpringHill Suites New York Midtown Manhattan/Fifth Avenue
Address: 25 W 37th St, New York City, NY 10018
Region: United States > New York > New York City > Midtown , Garment District , Manhattan
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi )
Hotel Style:
Ranked #154 of 468 Hotels in New York City
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — SpringHill Suites New York Midtown Manhattan/Fifth Avenue 3.5*
Number of rooms: 173
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Marriott, Expedia, Ebookers, Travel Republic (UK), Odigeo, Priceline, Agoda, TravelUp, Hotels.com, TripOnline SA, Traveltool, S.L.U., Evoline ltd, Cancelon, HRS, getaroom.com and HotelQuickly so you can book your SpringHill Suites New York Midtown Manhattan/Fifth Avenue reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing