Two nights stay. First night was quiet, but Saturday night I heard (and saw) teenagers running up and down the hall, yammering, laughing, etc. The final straw was when I could hear the people in the next room moving the furniture, and slamming something against the wall, with a loud thud. The whole building shook. I went down to inform the clerk that there were some guests destroying one of his rooms, and the clerk (Rob?) replied "Well, that's because I just checked a soccer team into that room!" No apology. No thanks "for bringing it to our attention." No "I'll handle it right away." He acted like I was bothering him.
I went to dinner, and had a half hour to stew about his non-caring attitude. I wasn't going to say anything. I'm not a complainer. However, upon my return, I was condescendingly greeted by Mr. Front Desk Clerk with "You'll be pleased to know the soccer team went to dinner, so you should have some quiet for now."
For now? What about at 10pm when they get back? (And by the way, they had not all gone to dinner. Still noisy, still in the hall, some were still in the lobby--which he could plainly see.)
So at that point, what the heck, I'll break my no complaining rule. I explained that the proper response to a guest informing him that there were other guests noisily destroying one of his rooms would be something like "I'm terribly sorry. Thank you for bringing it to my attention."--not "What do you expect, I just checked in a soccer team." He then stared at me, forced a fake "And your point is?" smile, and said nothing. Just smiled. Creepily. Like a "Move along, won't you?" smile. Then he said nothing more. Still no apology. Still no "Thank you."
I'm a business traveler, so I've seen some rude desk clerks in my day--but never at a Marriott.
And still a lot of noise--constant noise-- from 10pm until 12:16am. Then occasional noise from 1am until 6am, when I had to get up.
Upon checking out, I was relieved to find a different person running the front desk--Sebrena. Totally professional. Totally smooth.
Then she asked me "How was your stay?" and like I said, I'm not a complainer, so I said "Fine," and headed towards the door. But, then, I thought (again), what the heck, I'll tell the truth, so I told her the whole story above.
"I'm so sorry to hear that," Sebrena said. "I apologize for the inconvenience," she said. "I'll let my Manager know." And then she gave me his card, so I could tell him too.
Perfect. Perfect customer service.
I called the Manager, but still have not heard back yet. (But in the Manager's defense, it's only been one day.)
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- Springhill Suites Saginaw Hotel
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