How I wish I had read these reviews before spending the last several weeks trying to book a block of rooms at this hotel for a fall wedding. Like the reviewer below who received bad service in November 2010, I was ignored and/or put off by the director of sales and the hotel manager. I wasted a lot of time before realizing I'd be better off elsewhere.
I was initially told that the hotel could provide a dedicated shuttle for our guests to/from the reception, for a nightly group rate of $129; the group rate without shuttle service had been $109. The sales director's proposal contained the incorrect number of rooms; after telling me she'd update the proposal, she allowed it to lapse instead. When I finally succeeded in getting her to return my emails and messages, she no longer had enough rooms available at group rates. When I asked for a reduced number of rooms, she offered them at the low, low group rate of $129 per night - this time WITHOUT a shuttle. In other words, the same rate for less service - and this "group" rate was $10 more expensive than the individual rates available at marriott.com.
As annoying as it was to have wasted several weeks in chasing down the sales director, it was more so to listen to her repeated excuses for why she couldn't call me back or return my emails. In our last conversation, she promised to return my call in 15 minutes - I was still waiting 55 minutes later when my daughter (the bride) took over the disagreeable chore of communicating with the sales director. The hotel manager had a different approach - he simply refused to return my call, although I'd identified myself as a Marriott Gold Rewards member (this counts for absolutely nothing, btw) and asked for his reassurance that his hotel could deliver good service, despite the sales director's example. It obviously cannot.
I like Springhill Suites (though there are noise issues, as other reviewers have said). But I would NEVER book a group into this hotel as long as the management is so thoroughly unprofessional.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
On behalf of the Springhill Suites at Potomac Mills we apologize for not giving you the high standard of hospitality which is the general norm of our hotel. We appreciate your comments and will use them constructively.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.