SpringHill Suites Indianapolis Carmel

Breakfast was good

I stayed with my 13-year-old granddaughter, who forgot her phone charger. You know kids that age - they can't live without their phones! We went to the front desk & asked Yuv, the attendant on duty, if any lightning chargers were available. He politely said they don’t have chargers to lend out. Then I asked if maybe there was a cord in the lost & found that we could borrow for the night. Nope, nothing there. Then Yuv said, “Hold on a moment while I run out to my car.” He ran out to his car & brought us his own personal Lightning charger & let us borrow it for the night! Yuv deserves recognition for his kindness & for going above & beyond to provide excellent service!

All business face unforeseen circumstances, and how the business responds sets them apart from the competition. The hotel wi-fi or computers were down. When we walked in at 10:30pm at night the line was long. People who tried to check in at 3:30pm were still waiting for their rooms. Management pivoted and checked everyone in by paper and coping payments, should have happened well before we arrived. We were NOT told that the hotel was going through renovations. Common area there was no A/C, so very stuffy. Looks like there was leaks from ceilings everywhere on main floor. Our room was.... acceptable. However, the tub was rusted and disgusting. The non-management staff was very kind and tried to be as helpful as possible

Do not stay here. Terrible experience. Broken AC, systems down, no ice, worn down.

Location

Nice roomy room

The price and the breakfast was great.

I rarely leave negative reviews, but I wanted to share this experience because it was incredibly frustrating.

After my stay, I called the hotel because I forgot to provide my Marriott Bonvoy number at check-in and simply needed a copy of my receipt emailed to me. I’ve had to do this at other Marriott properties across the country, and it’s always been a quick, 30-second request.

Unfortunately, the employee who answered insisted she could not provide a receipt because my reservation was booked through a “third party.” I repeatedly explained that I booked it the same way I always book my Marriott stays and simply needed a copy of the hotel receipt. Despite asking several times for clarification, she continued telling me to contact the third party and eventually directed me to Marriott’s 800 customer service number.

I spent nearly three hours on the phone with Marriott customer service and Bonvoy support, only to end up without the receipt I originally requested. I even called the hotel back, and the same employee answered but gave me a different name than she had previously. When I asked her name during my first call, she identified herself as Jasmine. On my second call, she said her name was Sierra. I later learned her actual name was Beatrice.

The next morning, I called the hotel again, and Bre answered. She handled my request in less than 30 seconds and emailed my receipt immediately. She was knowledgeable, courteous, and resolved what should have been a very simple request from the beginning.

Thank you, Bre, for your excellent customer service. She completely turned around an otherwise frustrating experience. I just wish I hadn’t had to spend three hours trying to accomplish something that ultimately took less than a minute.

Comfortable and clean. Breakfast was typical but good.

Stayed here in December without issue but today’s check-in has been nasty. The lobby smells of mold, it’s sticky appears maybe the AC is not working down there. Saw large fans on the ground? Entire day a giant smushed bug has been on the tile in front of the elevators to go up from lobby. Our room has a wad of tissues scrunched up on top of the box?? So nasty. The shower has blood in it. The toilet had cleaning product or blood all over it too. The sheets in closet for the couch bed are 2 fitted sheets and no flat sheet. I’d switch rooms but there has been a line at desk entire day with 1 worker.

By far, this was the worst hotel experience I've ever had.

The problems started at check-in. The front desk staff were unfriendly and unwelcoming, but I tried to overlook it and focus on enjoying the time with my family, whom I had flown in to visit.

The hotel itself appears very old, and while I understand that older properties can still provide a comfortable stay, the condition of this one was unacceptable. There were stains on the furniture, walls, and ceilings, and several things in the room didn't work properly.

The shower had wall-mounted shampoo, conditioner, and body wash dispensers. The conditioner was empty when I arrived. I asked the front desk twice over the course of my four-day stay to have it refilled, but it never was. I eventually had to go to a local store and buy my own.

The shower also leaked so badly that the bathroom floor flooded after every use, requiring several towels to clean up the water. During my reservation—and again at check-in—I specifically requested no housekeeping service. Despite that request, housekeeping entered my room anyway. They replaced the clean towels but left the soaking wet towels on the couch, leaving me with a wet couch as well. I carried the wet towels to the front desk and asked to speak with a manager. The manager simply stared at me without offering any apology or solution. It was one of the strangest customer service interactions I've experienced.

The hotel was also hosting several youth baseball teams. From approximately 10:00 p.m. until midnight, children were running up and down the hallways, yelling and slamming doors. When I called the front desk to report the noise, my call was disconnected.

To make matters worse, there are benches and cigarette disposal bins directly outside the front entrance. Every evening, groups of people gathered there to smoke, drink, and loudly socialize late into the night. Between the hallway noise and the activity outside my room, I was lucky to get a few broken hours of sleep each night.

The experience became so unbearable that I called Marriott Customer Service and begged to be moved to another hotel—even one farther away—just so I could get some sleep. Unfortunately, they refused to help. I called customer service a second time and was finally given a case number, but by then the damage had already been done.

I've been a loyal Marriott customer for years, which makes this experience even more disappointing. Between the poor maintenance, lack of cleanliness, disregard for guest requests, excessive noise, and complete lack of customer service from both the hotel and Marriott, this stay was unacceptable.

This experience has seriously made me question whether I'll stay at a Marriott property again.

Cleaning service

The lady at the front desk was very professional. It's a shame she seemed to be the only one working. We had called ahead to request a pack n play for our youngest child to sleep in the day prior. I again made the request at check in around 3pm. Around 7pm we still did not have it so we called the front desk to make a third request. The lady from the front desk finally brought one up to us, but it had no pad at the bottom so she took me downstairs to get some blankets to use as a pad. When we got down to the lobby she had a line of at least 5 people waiting to check in and still took the time to bring us the pack n play, which was extremely nice of her to do. Unfortunately, we discovered the pack n play was broken when I got back upstairs.

The staff were all very kind.

Great value for money, staff was nice, breakfast is good