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Mbal41
Brooklyn, New York

Good stay - definitely not great

4.0 of 5 bubblesReviewed 23 Oct 2024via mobile
Overall, I had a good stay. Not great, but good. I came in for a college reunion late on a Friday night, and immediately checked into my room. It was extremely spacious and clean, and had good amenities. The staff member at the front desk was extremely friendly and helpful when I checked in. That all being said, the problems started on my last day. Three times, in writing, I requested a late check out time of 2:00, which was confirmed in writing. Lo and behold, a housekeeper knocked on my door at 10:45 to clean my room. Another housekeeper let her know that I was checking out at 2:00. Later on in the day, I went outside to get food for my return trip, and I was completely locked out of the hotel. I had to get a staff member to get me to my floor on the elevator, and the same housekeeper who knocked on my door earlier to get me back in my room. I don’t know what I would have done if it wasn’t for those people. Another hiccup I had was when I ordered room service. When I got up, I ordered breakfast, which was brought to my room pretty quickly. About an hour later, I got a knock on my door, and it’s the room service delivery person with a second breakfast order. I had to get in touch with the front desk right away, but fortunately, this was not charged to my room. I would definitely stay here again, as this hotel has been my and my family’s go-to hotel in Springfield for many years, however there are improvements that need to be made at this hotel.
Date of stay: October 2024
Trip type: Travelled solo
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Owner at Marriott Springfield Downtown, responded to this review
Responded 25 Oct 2024
Mbal41, thank you for sharing your experience. It's great to hear the room was spacious and that the welcome from our team member was friendly and helpful. The last day sounds somewhat challenging, and the team appreciates knowing how they can make improvements. It’s important that the stay is as smooth and enjoyable as possible. We're glad to hear you would choose to stay again at Marriott Springfield Downtown.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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2 - 7 of 436 reviews
Reviewed 17 August 2024

Let me begin with staff is top notch. This was my 4th visit since they reopened the property. It will be my last as there are many other options in the area.

On this visit when I checked in, the toilet seat was detached from the bowl and I had to go downstairs, as the phone in the room was not working. As I was setting my computer to do work at the desk, the desk-lamp was not working. I went to press the button to turn on the overhead light, it just popped out and broke into pieces. Engineering fixed the toilet and I was unable to do anything w/the electrical issues.

Went out to dinner w/a client and returned to relax and watch some TV. My room had 2 TV's and NO remotes. I had to back downstairs to the front desk as my in room phone was inoperable.

Date of stay: August 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Boymarty
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 13 August 2024 via mobile

Quick 1 night stay. Easy check in, easy self parking & everything was updated and super clean! Staff gave all information needed at check in & I was given out little golden nugget candy for being a gold member. Something so simple but a cute way to recognize guests status.

Date of stay: August 2024
Trip type: Travelled as a couple
Thank Hotel_guru01007
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Owner at Marriott Springfield Downtown, responded to this reviewResponded 15 August 2024

Hotel_guru01007, it’s wonderful to hear you had a great time at the Marriott Springfield Downtown. We are delighted that you enjoyed the seamless check-in, convenient parking, and the thoughtful recognition of your status. Our team members take pride in providing attentive service. Thank you for choosing to stay with us, and we hope to welcome you back soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 June 2024

We enjoyed our stay at the Springfield Marriott. We felt that the hotel staff displayed a high level of customer service and we felt very welcomed throughout our stay. Special shout out to Shaka at the front desk and the female bartenders at the hotel restaurant. It’s not often where the staff connect on a personal level which is why I felt compelled to write the review. The room was comfortable and renovated. Will come back!

Date of stay: June 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Nancy R
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Owner at Marriott Springfield Downtown, responded to this reviewResponded 25 June 2024

laughinggirl007,

Thank you for taking the time to share your positive experience at Marriott Springfield Downtown! The team, especially Shaka and the bartenders, are delighted to have made your stay memorable. It is wonderful to hear that you enjoyed the renovated and comfortable room. We're looking forward to welcoming you back soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 June 2024

Check in was nice, and they gave free access to the "M" club. Not a very valuable perk, but something I almost spent $50/night extra for. It definitely would not have been worth paying for. The in room safe had batteries that did not work. And even when it worked, it did not work smoothly, and I never really knew if my stuff was going to get locked in there when I was ready to check out. The room was mostly very clean and modern. Except one towel had some junk on it. And the highest cabinet was dusty, probably because house cleaning could not see that high. And there was an empty box of chewing tobacco in the cabinet that the safe was in. The closet was large enough to hang everything that I brought, with plenty of clean/modern hangers to spare. However, there was an electrical hazard because the wire for the closet light ran right next to the hanger bar. One could easily ruin the wire, but maybe one could even get electrocuted? The electronics were very nice and high tech. I ordered room service and they forget to put dressing on the salad. So, I had to walk downstairs to get some. When I returned to the room, my key did not work. So I walked down to the front desk and they reset it. I went back up and it still did not work. So I went down to the front desk and this time they sent a repair person to meet me at the door. They claimed that the inner knob had to be in the EXACT position else this could happen again. So needless to say I was scared to touch any of the knows on the door for the rest of the trip. They didn't mind that I left the DO NOT DISTURB up on my door during my WHOLE two night stay. They did not bother me and I was able to get work done and sleep without phone calls and knocks. Bed was very comfortable. Oh, did I mention the hotel had a quick power outage and that caused the elevator to fail for a little while. Parking was good. I would stay there again because overall very clean and they tried hard to do a good job... they just need to clean up some problems.

Room tip: Don't pay for the M room, it was not worth it.
Date of stay: May 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank AlvinMonk
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, Owner at Marriott Springfield Downtown, responded to this reviewResponded 5 June 2024

AlvinMonk,

Thank you for sharing your experience. It is good to hear that check-in was pleasant, and you appreciated the comfort of the bed and the overall cleanliness of the room. The spacious closet and high-tech electronics are also positive aspects.

We regret that you encountered a few inconveniences during your stay. Your observations about the room amenities and service are valuable, and we will ensure they're addressed. Cleanliness in all areas of the room is a priority, and we will look into the oversight you mentioned.

Our team is committed to making each guest's experience better, so we appreciate your feedback. We hope to provide you with an even better stay next time.

Thank you again for your constructive comments.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 November 2023

Phone didn’t work Tv kept going into advertising mode. Called front desk woman who answered didn’t really seem all that concerned that I had no TV or telephone said she would send someone up an hour ago. they don’t even have complementary coffee, they have the air condition running in the lobby. It’s 20° outside expensive nobody around to take my order for breakfast. My key didn’t work and I went front desk and the woman was FaceTime in with her boyfriend, and acted like I was interrupting her. for over $100 you can’t even offer a cup of coffee you have to be a member of a club to have a complementary breakfast. I only good thing is the Room was kind of cool. I mean that’s the only good thing I won’t be back I’ll stay at Hampton in Where. I get a full breakfast a I want to eat for the same price.

Room tip: If you don’t want to pay for breakfast, bring some food while you know microwave though there is a refrigerator if you can find it
Date of stay: November 2023
  • Trip type: Travelled solo
    • Value
    • Location
    • Service
2  Thank Q9950GHmikeg
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
MarriottSpringGM, General Manager at Marriott Springfield Downtown, responded to this reviewResponded 15 November 2023

It's saddening that your stay fell short of expectations. We regret any troubles you faced during your stay including the issues with the in-room amenities like the television and the phone. The lack of immediate resolution from our team members is surprising and we'll certainly take this concern to heart. We wish to clarify that breakfast inclusion and certain complimentary offerings are indeed tied to specific loyalty programs. However, your feedback regarding service quality and key card malfunction is valuable to us. We're glad you found some positive aspect in your room. We do hope you'll reconsider and give us another opportunity to provide you with the stay you envisioned.

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