My expectations were low...the service was lower.
Reviewed 15 September, 2021
I wanted to give myself a couple of days before I wrote this review. I am a loyal Marriott Bonvoy member. Not to mention, this is the host hotel for the surrounding college for which my son plays on the football team. I wanted to be less emotional and more cerebral in my thoughts. So...with much consternation...here it goes...
As I mentioned, this hotel resides in the middle of a "college" part of the city. Accommodations alone are very underwhelming, but firmly straddle the line of standard comfort for a venue as such. And with its location, understandably it appears as though many of the staff are students of the school. Sounds great, right? It is...until there are no professional adults there to provide the "kids" with management or direction. Without going into the gory details, our initial interaction with the front desk "staff" was far from pleasant. In typical Generation Z fashion, my wife and I were addressed dismissively, as if we owed them an afternoon snack along with our ID and credit card. We quickly understood that this was more of a Hospitality 101 “lab,” not an actually Marriott for which we should expect the service we’re accustom to (which we would not have been a problem…if we weren’t paying full Marriott hotel rates. $234 per night.) With our expectations lowered, we immediately asked for a manager, in effort to have a professional conversation. We were told by the “TA” that she was the only person on staff at that time. Keep in mind, this was on the Saturday morning of the opening home game for the local football team, arguably the largest attendance, and thus, one of the busiest times of the hotel’s season. As most adults are accustom to in these days and times, instead of continuing the back and forth with the adolescent, we simply absorbed the tantrum, received our key (yes, one key), and ran as fast as we could away from the negative cherubic energy surrounding the front desk.
We continued to look for adult supervision while at the hotel, but were told consistently that no adult manager was on the premises. Unfortunately, this type of less than professional interaction continued throughout our stay. I could mention at least another half dozen acts in this “high school musical,” but I think you get the point. I will, however, leave you with this final illustration of my visit.
After an exciting time at the game the previous night, I awoke to my morning “meditations” in the hotel room’s bathroom. Upon completion, I realized that the toilet was indeed broken and required service. No problem, of course Hotel Maintenance to the rescue! At last, an final opportunity for them to get it right. Of course, a call to the front desk informed us that there was indeed no maintenance person on the premises. Go figure. “He had the key to the maintenance closet and he would not be arriving for another hour.” This was at 7am. And at noon….you guessed it. Checked out the hotel with a nice surprise for the midday custodian crew.
So folks, to put a bow on this present…if you’re looking for a “sorority-style” environment, with accommodations and service that may…or may not…meet the baseline standard for your consumer dollar…then I’ve found your place! But if you’re actually looking to for service that is equal to the cost of your bill…do yourself a favor….look elsewhere.
My wife, who is a sucker for a second…and a third chance, is committed to staying at this location at least one more time when we visit our son. (His dorm is literally a block away. So at least I can go over there to take a dump in a working toilet.) Lookout for at least one more review coming from me. I promise not to be so measured on the next one.
Shoutout to the cook who was so accommodating while preparing breakfast…the only person conscientious about their job. We appreciate your efforts.
If you are visiting Norfolk, dont stay here!
Reviewed 17 July, 2021
They overbooked the hotel and stuck our family in a 1 bed “suite” that is smaller than most hotel rooms w/ no pull out, despite us booking a 2 bed suite with a pull out. Then they billed my card $950 for the weekend “non-refundable” even tho we said these accommodations wouldnt work for us. Have no choice but to squeeze in for the night because its 10pm but need to book elsewhere for the rest of our stay and the poor girl working here has no clue. Other customers are also complaining because their rooms weren’t cleaned from previous guests. The pool also has no towels. If you are coming to Norfolk, DONT STAY HERE!
Know what you're getting
Reviewed 29 June, 2021
No keyless entry. The elevator is a little scary. You can feel it move as you step in and move while inside. Also, the carpet inside of the elevator is filthy. Parking is only $8 per night which is cheaper than most in the area. The fitness center matches hotel size. 2 treadmills, an elliptical machine, a bike machine, and free weights. The television on the elliptical machine doesn't work, however. The king room is cozy, small fridge, wet bar, microwave. The room design does not allow you to sit at the desk and watch TV at the same time because the TV is behind you. The bed is comfy, with 4 pillows. The ironing board in my room had no cushion under the cover, so each shirt I ironed had the diagram of the board in it. It appears that some rooms may have a decent view, however mine was not, as you can see in the pictures.
Worst Marriott, possibly worst hotel on plant
Reviewed 29 June, 2021
After speaking to one of the managers the day before. This is the second day in a row our room has not been serviced and we did not have the do not disturb on our door. There have been multiple times in our now one month stay, that our room has not been serviced. We selected to stay at SpringHill after our son was admitted to CHKD and we have definitely made the wrong choice. When we checked in we were informed that our bed sheets would be changed out every 5 days. They have only been changed once since we have been here, and we have requested it multiple times. We had asked housekeeping previously with the bed only being made and our dirty sheets left on the bed. Finally, one gentleman staff kindly set it up for our sheets to be changed. We have used our towels multiple days in a row; however, after your staff simply handed off the towels to my wife and did not take our used ones, we are stacked high. I have stayed at multiple Marriott's, in multiple countries, and you now have the reward for the worst Marriott we have every stayed at.
Reviewed 28 June, 2021
We were not able to fly out of Norfolk Airport so we had to stay another night and our friends were staying here so we just opted to hang at here for the night. We were there for a graduation at ODU which is literally right next door so as far as location goes it was the perfect area for our visit. This was during the summer so there were not a lot of students around and it felt too quiet but that's not bad thing. The room was spacious, clean, and nice. We hung out with our friends in the lobby for a while and we got a little loud at times but the front desk never really bothered us. If you need a quick stay in a clean area with convenience stores close by, this is a good choice. No complaints at all. Not a 5 star property, but a SOLID experience.