SpringHill Suites Elizabethtown

TLDR: This hotel didn’t honor our reservation, follow Marriott policies, provide a “walk letter” or fulfill the Ultimate Reservation Guarantee. We were left with no room at midnight, with no help, empathy or apology. Experience- We were in town for a baseball tournament. I made my reservation months earlier and checked in earlier in the week with online check in. I am a loyal BonVoy member and never experienced anything like this. We arrived near midnight, tired hot and ready to get to bed for baseball games the next day. The lobby had a number of guests in it all focused on the front desk, which I thought was strange. One of the patrons in the lobby simply told me “good luck,” as I approached the desk, where I was informed there is no room for us. Reservation didn’t matter. Platinum status didn’t matter. The staff was rude, unwilling to help or follow proper walk policies. In these situations the hotel is supposed to book you another room at another hotel and pay for it. The staff outright refused with a lot of attitude. How dare I ask for this? The guests in the lobby were being entertained by the disastrous service the staff was providing and the frustrated patrons scrambling to find another lodging option in this small town with few options. It was the equivalent of a car crash on the highway where everyone slows to take a look at the carnage. The complete disregard for clients and their safe accommodations was a sight to be seen by all. I called BonVoy member line while dealing with the unprofessional front desk worker, Cody. BonVoy service was shocked by how they heard Cody not dealing with the situation. He literally left the front desk unattended for almost a half hour while there were many people trying to figure out where they were sleeping that night. The guy just left with no other employee there to help. We were able to book a room at another Marriott property basically in the same parking lot, with zero help from SpringHill. The staff there was amazing and told us the SpringHill “does this a lot,” so they save a few rooms to accommodate the displaced guests. BonVoy advertises the Ultimate Reservation Guarantee, in fact it was on display in the SpringHill Suites lobby that evening. The ultimate reservation guarantee is fulfilled by the individual hotel that didn’t honor the reservation. This hotel, its general manager , Regina and its ownership Crestpoint were unwilling to provide the remedy, which for me was 90,000 points, $100 and compensation for the replacement room. It was one lie after another and stall tactic after stall tactic. After months of this abuse, BonVoy stepped in and remedied the situation, despite the properties best efforts to avoid providing compensation for their issue. We are aware of several other families this has happened to and according to the other hotel this is a routine occurrence. I will never return to this property or any Crestpoint property.

Do. Not, Stay. Here. This hotel really sullies the Marriott brand. The staff did their best, but ownership is clearly the problem. We, along with countless other baseball families, were in town for a Cal Ripken tournament. They were incredibly understaffed, the hotel was filthy (rooms, fitness center, pool, breakfast station), but the biggest issue was not having room keys for our entire stay. Six days, no room key. This meant that the one person working the front desk was responsible to check people in, but also escort people to their rooms. Who knew a room key was an amenity? We had to beg for our room to be cleaned. It was cleaned twice over a six day period. I stay around 35-50 nights/year with Marriott and this was by far the worst hotel I've ever stayed at. I've tried to resolve this issue with Marriott Bonvoy and the hotel is unresponsive to them, so it goes nowhere. I can't stress enough that you should avoid this property at all costs.

This was my first time staying at the Springhill Suites Elizabethtown. I thought the hotel was OK. There were a number of hotel upkeeping that can help. For example, the ice machine has been broken since 6/17 when I checked in, the pool is small, it's is more like the size of a hot tub. The AC in the gym was broken for4 days. Kids running and throwing baseball all over the hotel. Breakfast food needs some improvement. There isn't much of anything good to eat and the same stuff being served every morning. My room hot water takes 3 minutes to get hot water in the shower. The room key didn't work for a few days. The hotel people had to let me into my room each time.

Stayed here for four days for a funeral. The location was convenient with plenty of restaurants, gas station, and a mini golf course nearby. Staff was friendly, the breakfast was very good and the rooms were clean. However, when my room was not restocked with towels and incidentals, and the garbage was overflowing after three days, I had to ask three times for this to be taken care of. That was very disappointing. On a side note, Marriott has decided to replace bathroom doors in some hotels with sliding doors without locks. Not a good idea if you are staying with someone else!

This wasn’t my favorite Springhill suites. It was overrun with baseball teams/families which we were also with a team. However, some of the parents were up drinking til 1am and running around banging on random guests doors and windows. We were on the top floor thankfully which was pretty quiet. Upon entering my room, sunflower seeds were sporadically all over the floor, so I asked housekeeping to come back up and vacuum. Breakfast went til 9:30am but even by 9am they were completely out of food and coffee so we never got our complimentary breakfast. All in all it seemed as though the staff couldn’t keep up with the volume of people. Someone spilled fries in an elevator and they were still there 10 hours later. Pool was extremely small. There was a nice mini golf center across the way. I think the hotel would have been ok if they were staffed to handle the volume of people.

Stay was “okay”. They were booked due to a baseball tournament so we had to get a king with a trundle bed for our 5 year old. The room didn’t have sheets or a pillow for the trundle , only a blanket. And the front desk was so busy at check in they had a running list of requests, so we didn’t bother calling down. We had to take bedding from the king bed for our daughter to use. The closest was broken and wouldn’t stay closed. The shower was slippery and a bit dirty on the shower door. The conditioner bottle had a broken cap. We slept okay and it served our needs. We’ve stayed here before but definitely won’t be opting for a king with trundle and instead would just stay elsewhere if that is all they had left. That room wasn’t the best for our family.