We just stayed here June 29 -July 1, 2012. It was ok but not what I expected. It seems the rooms need to be updated from what I've seen in other hotels by the same name.
I called the Marriott customer complaint number first thing Monday morning and was told to call the hotel and talk with the manager. I left Monday going out of town again and just got back today to the same issue I left with on Monday. Details below:
First off, they have this ridiculous policy about payments. I personally don't like hotels or any companies for that matter having access to my credit cards or debit card. I "attempted" to pay cash once I arrived but I was told that if I pay cash I would have to leave an EXTRA $100 with them. For what ? "Incidentals" I was told. Incidentals??? There's nothing in the rooms to buy, who doesn't have a cell phone now days to make calls, and I definitely don't want anything out of those rooms. The towels smelled like some cheap detergent. GIve me a break.
And here's the most ridiculous part, they don't give you the money back when you check out, they mail you a check. You got to be kidding me. So needless to say, I was NOT going to give them extra money to mail me back at their leisure. And furthermore, it's not as if they do a walk through with you when you check out so as far as I'm concerned, they could charge you for something after you are long gone.
So I unwilling gave the girl my credit card and told her that I would still pay cash when we leave. I was told that she would put it on my account but wouldn't charge anything on it.
Saturday morning, we woke up to water running in the bathroom. I got up because it sounded like the shower was on, but it was water coming from the fire sprinkler above the tub. We didn't know if it was coming from the room above or what. So I immediately called the front desk and they "acted" concerned and said that they would immediately call for someone to come and check the room. And my concern was that we were not dressed so no one could come in at that time. So we were very much inconvenienced at 8:00 in the morning by having to get up and get dressed. We could not take a shower because I don't know where the nasty water is coming from. Also we noticed that there is water damage in that room above the bed.
Once we were dressed, we packed our things to leave the room and went to the front desk. The manager was there by then and stated she would put us in another room. Ok, why did I have to ask her if they would do anything for our inconvenience because this shouldn't happen in the Marriott or anywhere for that matter.
On Sunday (check out time) why was my card charged for the stay? I called down to the front desk and they say "Oh no, it's not charged on your card. I can handle that right now." I paid cash when I left.
Ok, fast forward to Thursday and I am returning home from another trip we took for the 4th of July, checked my accounts and why is $185 hold still on my credit card from the SpringHill Suites Savannah Midtown? My room charge was less than that. Now this is why I don't like to give hotels my credit card. You got my money and still got a hold on my card? I called the hotel and still not getting any logical answers, asked to speak with the manager and got his voice mail. Called back , told the girl my issue and that I needed the manager to call me. I usually get a customer sastisfaction survey by email everytime I stay at the Marriott. Why haven't I received one for this stay.
To each is own, but NEVER AGAIN for me and anyone that I can tell.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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We do strive to meet all guest expectations. We are required to follow policy in regards to cash and we typically mail the refund check with twenty four hours of the guest departure. The leak you describe was due to a guest above overflowing the tub and not within hour control. The fund on your card was a pending authorization and should be off and was probably on longer due to the July fourth holiday. I hope you continue to enjoy your travels; we are one of the original SpringHill Suites and should be updated in the near future. We thank you for staying with us and thank you for your understanding and comments.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.