SpringHill Suites Elizabethtown

this place is nice and new and modern but it has two mega-issues: it's right next to some train tracks where very loooong and very noisy trains pass by within just a few feet of the rooms on that side of the building. **and** it's got the cheapest, thinnest walls of any Marriott property I've ever stayed in (I have ＞1500 lifetime nights in Marriott properties): just someone talking at a low volume in the next room is like you're sitting in the room with them and any TV volume is heard in your room. It's so bad, they have a device glued to the work desk space in the room which I've never seen in any hotel (let alone a Marriott property): a "MODIO" device -- a "Guestroom Acoustic Control". Ewps: it's broken/doesn't turn on-- no "soothing background sounds" the device's control promises.

I stayed at this hotel last year and the service and upkeeping wasn't up to par with Holiday Inn Express & Suites. I tried it again this year and there is no improvement to the hotel service. Understaffed, poor cleaning, poor housekeeping, poor breakfast service. Most of us have to be at work by 6:45 AM, and the hotel breakfast doesn't open until 7:00 am. Most of us cannot use the free breakfast, so I suggest the hotel provide a refund for breakfast. Weekend breakfast is the same every day, nothing changed. There are several times the hotel did not provide breakfast because the staff called in sick. The facility is lack of cleaning services. The room housekeeping is no good. The floors are never vacuum, and the bathroom is not mopped, shower if not wiped down. I really don't know what the housing keeping staff does when they clean the rooms. The carpet in the hotel hallways and stairs are dirty, stained. Fitness center is dusty. The pool water is so cold that no one use the pool, this was done on purpose so no one will use it. I am sorry, but I will stay at Holiday Inn from here on out.

The bathroom door wasn’t working properly and the television in our room really needs replacing. You hear a lot of the hallway noise.

It was quiet, breakfast was great! I would stay here again

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.