SpringHill Suites by Marriott Suwanee Johns Creek

I am extremely disappointed with my experience at this hotel.

I arrived at 11 PM after a long journey, having reserved and paid for a king-size bed. However, I was given a room with two beds instead. When I explained that I am tall and needed a king-size bed for comfort, the front desk employee told me that I could take a refund and leave if I was unhappy. At that late hour, I had no realistic alternative but to stay.

I was unable to sleep the first night and returned to the front desk at 4 AM to request a room change, but was told nothing was available. The following day, I learned from housekeeping that a king room was vacant. Despite promises to notify me, nobody contacted me or offered to move me during my entire three-night stay.

Additionally, I was charged an extra $20 per night, totaling $60, which has not been refunded. I have stayed at many hotels and have never experienced an additional nightly charge like this without a satisfactory explanation.

The breakfast was also disappointing, both in quality and taste. I particularly enjoy drinking hot tea in the morning, but throughout my three-day stay, I could not get properly hot water for tea. The water provided was either lukewarm or completely cold. This is a basic expectation, especially at a hotel offering breakfast.

There was not even a single bottle of drinking water provided in the room.

Overall, my experience was extremely disappointing. The unprofessional attitude of the front desk staff, failure to provide the room I reserved, poor communication, unexpected additional charges, and unsatisfactory breakfast service all fell far below my expectations of a Marriott property.

I sincerely hope management takes this feedback seriously, addresses these issues, and provides a clear explanation and resolution regarding the additional $60 charge.

The pool was not swimmable. There was like a film on top of the water.

There were issues with cleanliness in the rooms, the irons needed to be replaced but there were no replacement options and I would have appreciated breakfast being until 10:30am instead of 9:30am because I wasn’t able to enjoy it when I stayed.

Room and breakfast

The first room we were assigned didn't have a functioning television. The second room we were in seemed like it needed a little more cleaning and the bathroom sink needed some drano.

Check in could have gone a little smoother and faster but apparently that was the fault of booking.com and not the hotel. People around me weren't having any trouble getting checked in.

There was a large water bug climbing up the wall then I noticed a large space between the bottom of the door and the floor, which is how I figured the bug got in. I ended up placing a towel there to prevent any more pests from entering. Our manual lock was also broken. Finally not sure why there was 2 large garbage bags when we checked in on floor 3 near the elevator and they were still there when I checked out

Breakfast schedule. The dining room closes too early. Consider extending it to at least 10:00 am on weekends?

The food was not as great.

Room was so clean.

N/A

my coffee machine in the room did not match the coffee. i showed the manager when i checked and and he instructed someone immediately to switch it out. it was too late for me but good job.