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“The staff goes the extra mile” 4 of 5 stars
Review of Residence Inn West Springfield

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Residence Inn West Springfield
3.0 of 5 Hotel   |   64 Border Way, West Springfield, MA 01089   |  
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Ranked #5 of 18 Hotels in West Springfield
Contributor
11 reviews 11 reviews
4 hotel reviews
Reviews in 8 cities Reviews in 8 cities
5 helpful votes 5 helpful votes
“The staff goes the extra mile”
4 of 5 stars Reviewed August 29, 2013 via mobile

This hotel appears to be very close to I 91 and it is. However it is a little tricky to find. But when you get to the hotel the staff cannot do enough for you. They accommodated our request to change rooms, due to a barking dog, with no hesitation. And with a smile. The desk clerk Jamal was particularly helpful.
The hot and cold breakfast that was served was satisfying and, in fact, hot. I recommend the property.

  • Stayed August 2013
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMRIWS, General Manager at Residence Inn West Springfield, responded to this review, September 2, 2013
Dear Valued Guest,
Thank you so much for your kind words. I have shared your review with Jamal and he was very excited to have his name recognized by a guest. You have made his day and he thanks you. At Residence Inn it is our goal to make you feel at home. We are happy to hear that you were satisfied with your stay. We hope to see you again.
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147 reviews from our community

Traveler rating
    46
    62
    22
    9
    8
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59
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (26)
Date | Rating
  • English first
  • Any
English first
Quito, Ecuador
Senior Reviewer
10 reviews 10 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
5 helpful votes 5 helpful votes
3 of 5 stars Reviewed August 28, 2013

It is conveniently located of I-91 which was perfect for our road trip, we planned to visit Old Sturbridge Village and this was the closest Marriott for us.
Our room was clean and comfortable. We got an upgrade to we had a studio which was huge. Shower room though was a bit small. It was a shower/toilet room, the sink was separate and spacious.
Breakfast area was ok, not too big. There is self service hot/cold breakfast. Good supplies of food for this category of hotel: eggs, patties, oat meal, berries, fresh fruit, pancake/waffle maker, yogurt, milk, juices, coffee. Be aware of the juice machine, it pours 3/4 of liquid in your glass and if you press the button again to fill it, it will pour another 3/4 standard liquid so it will spill :(

Personnel was cordial, but they could improve. The indoor swimming pool had only very small towels, I suggest you bring one from your room, the water temperature was a bit to cold for me.

All was great! The only but, was that our first morning there, while in the shower we found out that there were no shampoo supply!! there was 2 body moisturizers and 1 conditioner - no shampoo at all in both bathrooms! very annoying. Housekeeping needs a bit more of training - just saying.

Room Tip: You can take breakfast to your room or to go, ask the personnel for a container to go :)
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  • Stayed August 2013, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMRIWS, General Manager at Residence Inn West Springfield, responded to this review, September 2, 2013
Dear Valued Guest,
Oh no! I hear we did not supply your room with shampoo. Please accept my sincerest apologies. I have shared your review with the executive housekeeper and she will share it with the housekeeping staff. In the future, please feel free to call our helpful front desk staff if there is anything you need in your room. We will happily have it delivered to the room for you.
Thank you, and we hope to see you again.
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1 review
5 of 5 stars Reviewed August 26, 2013 via mobile

We only stayed 2 days, but overall was happy with our stay. The hotel is conveniently located off the highway and set back from the main road. There are restaurants within walking distance and many to choose from. Our room was clean with all the amenities needed to feel comfortable away from home. We will definitely come back and refer as well.

  • Stayed August 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMRIWS, General Manager at Residence Inn West Springfield, responded to this review, August 27, 2013
Dear valued guest,
Thank you for taking the time out of your busy day to give us feedback on your stay with us. We are happy that you enjoyed your time at Residence Inn, West Springfield . We hope that you will choose us again in your future travels.
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Rutherford, New Jersey
Top Contributor
54 reviews 54 reviews
18 hotel reviews
Reviews in 27 cities Reviews in 27 cities
57 helpful votes 57 helpful votes
2 of 5 stars Reviewed August 21, 2013

We stayed at the Residence Inn West Springfield this past weekend on a trip to visit family. With a one year-old, we enjoy the spaciousness of the rooms at Residence Inn as well as the convenience of having a kitchen available to prepare the baby's meals.
This was a one-night stay. While the room looked attractive and fairly clean, we spotted screws on the carpet near the bed. Fortunately, we are in the habit of checking the floors before allowing our child to run loose in the room and very glad that we did so. He could have stepped on the screws and been injured through his socks or could have put them in his mouth.
When we woke the next morning and showered, we noticed A LOT of mold on the ceiling of the shower. There was also mold in the corners of the the bathtub, as well as mold streaks in the toilet.... lots of black mold -- it was really disgusting.
Now... as for breakfast. The setup was just all wrong. There was very little space to move around and the location of the waffle-maker caused an uncomfortable back-up, to the point where it was nearly impossible to access the other food without saying "excuse me" over and over again and rubbing up against other guests. There were no sausage patties (for quite a while) and the guests had to go through the drawers for sugar, cream, etc because the items had not been replenished on the counter. While there was plenty of space to add furniture, there were not enough tables/chairs and we ended up eating outside by the car.
After the mold and the dismal breakfast experience, we just wanted to hit the road and leave the hotel behind.
When we checked in, the staff was pleasant and helpful and the maids were courteous in the hallways. It's a great location with welcoming staff, but mold + screws + the breakfast experience are just not acceptable.

Room Tip: Check the bathroom ceiling and toilet for mold before settling in.
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  • Stayed August 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tammy D, Manager at Residence Inn West Springfield, responded to this review, August 23, 2013
Dear valued guest,
Please know that your stay with us was not typical. We pride ourselves on providing you with a clean comfortable room. It appears that we failed you. I apologize that you found spots in your bathroom, and screws on the floor. I assure you that our hotel does not have an issue with mold, and if we missed any mildew spots, I will surely address it with our housekeeping department. We take any and all guest concerns very seriously. If you ever have a concern while staying with us, please see one of our friendly staff members and we will surely take care of the matter.
Regarding your breakfast experience, space can be limited and it can get very busy towards the end of breakfast. During high occupancy days we always staff an extra person and try to keep up with food requests as quickly as possible. I apologize that you had to wait for any breakfast items. The make your own waffle station is one of our more popular items and although we have 2 waffle makers, the demand for our delicious waffles can sometimes causes a line to form.
We hope that you give us another chance and let us prove to you that we can provide you with the service you come to expect from Marriott.
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Lyme, New Hampshire
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
3 of 5 stars Reviewed August 20, 2013

While I liked this hotel and had a decent stay in general, there were several serious short-comings that stood out:

1) the refrigerator in our room did not work correctly. The freezer section worked fine, but the fridge section did not actually cool our food and beverages. My daughter said the fridge was "stinky" and I agreed. I asked hotel staff twice for help over the course of a day, and it never came. Once was with the front desk staff, and the second time was with a gentleman in blue (custodial staff?) who used his radio to tell someone to go fix it ASAP. Again, no one ever came to look at our fridge. As a result, we had to throw away a fair amount of food. When I checked out and mentioned this, the front desk gentleman seemed genuinely surprised that I never received help.

2) Fold-out couch mattress toppers. Our daughter slept on the fold-out mattress, and she was very uncomfortable with how poor the mattress was covering the underlying bars. I went to the front desk and asked for a mattress topper, but was told the hotel does not stock any. We did receive some quilts and blankets to use, which was nice. However, I don't think this shouldn't have happened at all at a Residence Inn, since during a recent stay at the Newington, NH Residence Inn, the fold-out bed my daughter used was quite comfortable and received no complaints.

3) The breakfast experience was disappointing. It seems that the breakfast staff was overwhelmed and needed more workers. For example, staff were unable to keep up with demand for disposable plates and utensils. The first day, guests were milling around for minutes with their food waiting for more forks to appear. The next day, all the styrofoam plates were gone for five minutes. I observed that staff glanced and noticed their absence, but did not get more from the cabinet underneath and restock them. Once I realized that was where the plates were were kept, I went and got them myself and put them out, to the happiness of other guests. Furthermore, trashcans in the area were routinely completely filled, and had waste poking out through their openings. All in all, this made the breakfast area look very disappointing.

4) Minor - Cold water pressure on the kitchen sink was about 25% that of hot water pressure. Maybe a valve is incorrectly turned somewhere.

  • Stayed August 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tammy D, Manager at Residence Inn West Springfield, responded to this review, August 23, 2013
Dear valued guest,
Please know that we take any and all guest concerns very seriously. Since you reported your concerns at the time of your check out they have been resolved. We have replaced the couch in the room and have fixed the refrigerator problem.
I do apologize for breakfast being not being stocked up to demand. We staff 2 employees during high occupancy days and it is our intention to have them keep up with the demand. I will surely share your comments with my breakfast staff in order to try and find a way for them to be more efficient.
We hope that you do not let your stay with us deter you from staying at Residence Inn in the future. Thank you for taking the time to give us your feedback, it is greatly appreciated.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Florida
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed August 20, 2013

My husband had to be in the Springfield area for over 3 months on business. I visited him and loved the people, the room and the food. We both feel that some of the workers (Donna and Lydia) are like family now.

Room Tip: The room we had faced a wall of trees (4th floor). Loved the privacy and the sunlight coming in the...
See more room tips
  • Stayed April 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tammy D, Manager at Residence Inn West Springfield, responded to this review, August 23, 2013
Thank you so much for taking the time to give us your feedback. We are glad you enjoyed your stay with us and hope to have you stay with us again in the near future.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
cupey
Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed August 15, 2013

Stayed there for almost 2 weeks front desk and Hk are excellent my only complaint was that a remote control of a ps3 got broke when I came back from work but no biggie The food is good grill is also a plus and room had kitchen with all appliance necessary

  • Stayed July 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Residence Inn West Springfield

Address: 64 Border Way, West Springfield, MA 01089
Location: United States > Massachusetts > West Springfield
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #5 of 18 Hotels in West Springfield
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Residence Inn West Springfield 3*
Number of rooms: 88
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Also Known As:
Residence Inn West Springfield Hotel West Springfield
Marriott West Springfield
West Springfield Residence Inn
West Springfield Marriott

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