I am a loyal Marriot customer! However after our stay at this hotel, I won't just book because its Marriot anymore! The hotel front desk staff were terrible!!! We checked in on Thursday September 19, 2013 and the woman at the desk gave my sister, my father and myself all keys to the room, 5 minutes later my dad went down to get a new key because his wasn't working and she would not give him one because the reservation was not in his name. She saw him 5 minutes prior standing with me and saw me hand him his key to the room at the desk.....she called me in my room and said he was trying to get a key and I told her to give him a new key, he was heading to the pool, she said no she could not give him a key! I was literally on the phone with her from the room to the front desk and she said no!!! Okay whatever! Then later that evening we needed a corkscrew to open a bottle of wine, Robert was now at the front desk and we asked if we could take it to the room, open the bottles and bring it right back, he said no!!!! We would have to go get the wine, bring it down to open. Like I was going to steal his .99 corkscrew!!!! I was so mad!!! I don't like being treated like a thief!! My family will be returning to fresno oct 11-13 and I won't be staying at the Springhill! Besides this review I will be speaking to the general manager.
Besides the front desk issues we also had issues with using our key cards in the exit doors, the pool gates and our room. We were careful not to put the cards by our phones too! The last thing to mention is the room. The configuration is very strange! It's a long narrow room with maybe a foot and a half to walk. The living room and bathroom were just fine and had plenty of space. The hotel itself wasn't horrible, it was really the staff that ruined our stay. Had they just been pleasant to us and treated us like guests it would have been just fine. Oh and getting to the hotel is a pain in the butt! There is no turn from the main road into the hotel, make sure you map it out first before you travel so you can see the roads you need to travel on because there is only one way in/out. It took us two tries to make the right turn from the main road. It was very confusing.....although that's not the hotels fault at all I wanted to mention it.....
I hope the review helps!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I cannot tell you how sorry I am that you did not have a better stay with us. We do have a strict key control policy to ensure all of our guests are safe when they stay with us. I personally take responsibility for this because I have informed our staff that they cannot give a key to a room to anyone that is not the registered guest. So I am sorry for this inconvenience and understand that we could have been more lenient if we saw him with you when you checked in. I am also terribly sorry that anyone at this hotel made you feel like a thief. I do not believe that this was his intention, we were down to our last corkscrew and we were trying to keep it at the front desk for anyone that needed to use it. I definitely understand how frustrating that can be and I assure you that there are more corkscrews at the front desk now. In addition, I am also sorry that you had problems with your keys. They are very sensitive and my chief engineer is currently cleaning all of our locks, so thank you for letting me know.
I really appreciate you taking your time to write about your experience with us. Please feel free to contact me. I know you are coming back to the area and do not want to stay with us; however, if you change your mind, I would appreciate the chance to give you a better perception of us.
Assistant General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.