This is the second time we stayed at this hotel. The physical hotel is beautiful and very clean. However, the majority of the staff is very unwelcoming. Many did not even look us in the eye. There was a young man when we were checking in who was very nice and friendly. He was the only staff member who was truly hospitable.
At one point, there were about eight of us sitting in the lobby, it was between 6 PM and 6:30 PM. We were not loud or bothering anyone; in fact, there was no one to bother. We were the only people in the lobby. My 22 year old daughter, on her way to use the treadmill, heard the unfriendly staffer behind the desk calling the police. She didn't mention it to us since there was no reason to think they were calling about us. Sure enough the police came in the lobby and came over to us to find out if we were drinking. We were not, but the police treated us as if we had committed a crime. At that point we decided to go into one of our rooms to chat. At approximately 11:30 PM, I had already gone back to my room, my friend received a nasty phone call stating they needed to be quiet or get out. Well, what hospitality establishment speaks to you that way!? My friend said they were not being loud and asked what the problem was. He was told there had been complaints about doors slamming. His response was that the hotel needed to speak with the construction company since when you open the extremely heavy doors, they do make a noise when they shut. We found out that same evening, one of our friends went out to his vehicle to get something and forgot his room key and did not have his phone with him. When he tried to get back into the hotel, the automatic doors were shut off and there was no one behind the desk to let him back in. No one returned to the desk for 20 minutes. The following evening, a few of us went out to pick up pizza and one of the men sat in the lobby and was watching TV. There were about 3 other people, who he did not know, also in the lobby. They were just sitting there talking. It was about 10:30 PM. They were all told they had to leave the lobby...the lobby was closed. I have never heard of such a thing. There were several other incidents; however, you get the point. I felt like we were in the twilight zone. It was all very bizarre.
I read a few other reviews and am shocked others were treated respectfully and warmly. I felt as if the staff did not want us there. I have been traveling with a group for 10 years and have never been mistreated nor have I ever felt unwelcome before. In fact, we stayed at the Courtyard in or near Virginia Beach a few months prior and the staff could not have been nicer or more accommodating. The power went out in that hotel and they calmly and professionally made arrangements for all of us to stay at nearby hotels.
Despite the fact the hotel is beautiful, I will never stay there again, nor will I recommend anyone else stay there. By the way, I have never written a review of a hotel before let alone a bad review.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 6, 2012
Dear valued Guest,
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Thank you for sharing your recent experience at our hotel and for mentioning our great reviews and cleanliness. We are actually one of the top ranked Springhill Suites hotels in the nation for guest satisfaction. Something that our team takes great pride in.
We of course want all guests to enjoy their stay here at the Springhill Suites Columbia but in order to accomplish this, we cannot let one guest or group of guests disrupt our other customers or violate the laws of this country.
Several members of your group who were in the lobby were asked to leave multiple times due to their noise level and the presence of alcohol. After the fourth ignored request we called the local police department for assistance.
Our hotel locks all our exterior doors at 11 PM as noted on all exterior doors and as required by Marriott International. We understand a member of your group was frustrated after locking himself out of the hotel. I apologize for the inconvenience this caused.
We are disappointed that your stay at our hotel did not meet your expectations. Our hotel team was a bit over stressed by the demands of the group in-house. We have learned a valuable lesson from this incident and will be better prepared for these events in the future.
Thank you for your comments.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.