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Opinión escrita el 19 de Julio de 2021
We were in town visiting family. We thought the hotel was clean, well maintained, and just what we were looking for. The staff was kind and accommodating, even when they were busy. Although the breakfast wasn't fantastic, that is to be expected with the grab & go style due to COVID. We enjoyed our visit and would stay here again.
Pick Another Hotel
Opinión escrita el 18 de Julio de 2021
I picked this hotel because it was new and I thought it would be a pleasant change from the older properties in town. The lobby was nice, but the elevator and hallways had an unpleasant smell. Upon entering the room, it looked clean and didn’t smell like the hallways, but when I bent over and retrieved an object I had dropped under the bed, there was trash. The staff isn’t much better as my wife had requested extra towels that never showed up; they left trash in the hallway for hours and there were hairs in the shower from the previous guest. Besides the above, the front desk employees were rude and not very well trained. Also, the breakfast comprised sugar ladened cereals, cheap muffins and milk that was about to expire.
Choose another hotel. They might be older, but the staff is better trained, appreciative of guests and realize their guests have other options for lodging
Staff was fantastic
Opinión escrita el 16 de Julio de 2021
Tina was more than helpful. Her personality and attention to detail is on point. Rooms were very clean and upkeep if the facility overall was great. It is refreshing to know that people still care about high quality costumer service.
Worst Experience Ever
Opinión escrita el 17 de Junio de 2021
Booked a Studio Queen Room with two queen beds and a pull out sofa sleeper on Thursday 10 June to check in for one night on Saturday 12 June. We received an email online confirmation a short time later that day. Check in time on the 12th was for no earlier than 3:00 PM but due to unexpected travel delays enroute we called the hotel at approximately 2:30 PM to re-confirm our reservation and let them know we would not be arriving until between 10:00 an 10:30 PM. The lady at the reservations desk assured me that she saw our reservation and would definitely hold our room until arrival, She asked if we needed the two queen with sofa sleeper bed or if we could use a standard room with a king bed - we explained that if she looked at our confirmed reservation it clearly stated that we had 4 adults in our party so a single king bed would not work. The lady, who we believe identified herself as Brandy, stated it was not a problem an would ensure we had the exact double queen bed room with sofa sleeper. We arrived at 9:55 PM, checked in and paid for our room, which we were informed was the very last room in the hotel as it had completely sold out during the day due to a regional little league baseball tournament at the adjacent ball park complex. The desk clerk explained that she had been on duty by herself since 8:00 AM that morning and was burning out. When we arrived at our first floor room our first hint of pending issues was seeing that the plaque on the door identified it as wheel chair accessible. When we entered the room it was indeed a room with single king bed and a sofa that was not a pull out sleeper - bed for two people leaving 3 without beds. When we went back to the desk the clerk made a million excuses and blaming the mistake on someone else on the desk that afternoon, although she had told us earlier that she was the one who took our 2:30 phone call and had been the only one on staff that afternoon. After much consternation she finally offered to contact a "sister hotel" to fin us a similar room that would sleep 5 adults. Unfortunately she continually put off helping resolve our issue while selling items from their pantry/store to customers, getting towels for hotel guests who needed extras for the pool and also several parties who obviously already had rooms as they needed additional sheets and bedding - it took literally over an hour for her to make 3 phone calls. None of them had a suite with multiple beds but another Marriott Brand hotel in the same ownership group had two rooms each with a king bed and a sofa sleeper. Not being happy about having to pay for two separate rooms I asked for some type of reduced price - our studio double queen room was $118.00 plus taxes/fees. The lady clerk called a GM who she said offered the rooms at the other hotel at $99.00 per night plus at least enough additional Marriott Rewards points for a minimum of 3 additional free nights. Not happy but realizing this was the best option we accepted the deal. At approximately 11:30 PM we arrived at the Towneplace Suites by Marriott and checked in. After paying and receiving the room keys but no receipt $118.00 each to match the price you paid for your other reservation that was screwed up. I asked her to contact the same GM that made the $99.00 each deal but she said she wouldn't as her own hotel manager had told her what to charge. I asked her to at least call the lady (Brandy) at Spring Hill Suites who made the original deal with the GM but when she did Brandy informed her she had too many customers to deal with it and would call back shortly. After waiting at the desk for this return phone call for over a half hour I called the Spring Hill Suites myself. Surprise, surprise - Brandy was off duty and the new clerk would call her to get the details and call me back. At 12:15 AM I gave up and went to bed as I was told the Townplace Suites manager would be in at 7:00 AM and the girls at the front desk there would not call her. Breakfast was supposed to be waffles, eggs, sausage, biscuits with gravy, and pastries served at 7:00 AM but at 7:40 there was only dry cereal, bagels and bread for toast. After a short discussion the Townplace manager finally agreed to knock the rooms back to the $99.00 and let me know that there was no way either hotel staff would be granting any additional Reward Points. As of 17 June I have heard nothing from the Spring Hill Suites Manager, the ownership group GM or even Marriott after completing their stay survey and distinctively asking to be called on the matter. Marriott apparently doesn't care about customer service or satisfied customer as long as they get the cash.. If there was an option for NO Stars I would have readily given that rating given the complete disregard they had for our business.
More Fees, Less Service
Opinión escrita el 10 de Mayo de 2021
I understand that the pandemic has been hard on the hospitality industry, but really?
Our rate was billed as breakfast included. Breakfast consisted of pre-wrapped muffins that would embarrass a convenience store. And I can promise you they picked up the coffee a couple of seconds after 9 am. And they charged us $7 per night to park. In Midland, Texas? Really? There is nothing but nothing between this hotel and Odessa. I get parking charges in urban areas, but in Midland?
Oh, and the bar was closed. Not open on weekends.
But my big issue is that the place was filthy, which I now see is a theme in the reviews. Our floor was populated with families attending a baseball tournament. They piled trash in the elevator lobby on our floor and it just sat. As did the carrot that was on the floor in the elevator for a day.
A shame, a nice, new property that is not well-maintained.