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I stay at Marriott properties almost exclusively. Generally the service is very good, rooms are clean and it’s a decent value. None of the above describes our experience at Springhill Suites. We had a five night stay. Virtually from check in to check out there were issues. At check in, we weren’t even welcomed as Gold Elite members. The check in person had a script that she stuck to so if this were the first time or the 300th time, she didn’t veer from the script. I asked her if we could have bottles of water (they are supposed to ask if you want 250 points or water). She advised that for our five night stay, we would have housekeeping only on Thursday and Saturday. (Our check in was on a Tuesday). Upon entering the room it was moderately clean but the carpeting is stained, wallpaper in the bathroom is peeling and the toilet “whooshes” every few minutes (probably needs a new flapper or something like that). The closet has shelves (no dresser which is a bit of an issue when you are staying for 5 nights) but the shelves were filthy, dusty and sticky as if someone spilled something but no one cleaned it up. They have a notice in the bathroom to conserve water and reuse towels. Nice thought but there’s nowhere to actually hang a slightly used towel. There’s one robe hook in the bathroom that could potentially be used for a towel but since the counter is small, and there were two of us, I used the hook to hang my cosmetic bag. So towels piled up on the floor. We made our own bed on day one since we knew there’s no housekeeping. No big deal. But on day two (Thursday) when we were scheduled to have housekeeping I asked if they could come before 10 am or after 11 am because my husband had an important call from 10-11 so I didn’t want him disturbed. So when did housekeeping knock - at 10 am of course. I was able to ask the housekeeper to come back but she obviously wasn’t advised by the front desk of our request. She did come back later in the day and did a modest cleaning. At least the towels were no longer on the floor. We made our bed on Friday. Again, no big deal. On Saturday we were scheduled for housekeeping. We left the hotel at 8 am and didn’t return until 2 pm. I was shocked to see that the room was still not cleaned. I went to the front desk, told them I was going to their gym and then planned to shower so could housekeeping come at 4:30, when we would be leaving again. She said no problem. So just as I was about to shower there was a knock at the door. It was at 3:30. When I asked them to come back at 4:30, not only was I told no (she stated that they leave at 4:30) but she had no intention of doing anything other than give clean towels and pull the covers up -no intention of providing clean sheets. At this point we had been at the hotel for four nights. When we went to the front desk to complain, they completely disregarded our concerns, didn’t even know that we had already been there for 4 nights at that point, and basically weren

Hotel service is attentive. There are breakfast and afternoon tea, although there are not many varieties, it is not bad to eat around the hotel. There is a canteen downstairs, you can choose more. The room is large, with kitchen utensils, and you can buy it yourself.

Stayed 2 nights. LIKES: Comfortable bed Quiet Reasonable food in ”restaurant” DISLIKES: Carpet on 5th floor (see photos) in desperate need of cleaning Painfully slow elevators Poor room lighting Erratic hot water Towels akin to 150 grit sandpaper SUMMARY: This was a bit of a disappointment, considering the room rate. No excuses for the carpeting, but it also goes along with some outdated furnishings in the rooms that have seen better days. Two days later, I stayed on the 45th floor of another hotel in Niagara and it took the same time to get to that floor as it did to get to the 5th floor in this Marriott. So while there were a few things to like here, there's definitely some work to be done.

We only had the experience with one room type, a large room with a balcony on the second floor. I know they have smaller rooms that might have been remodeled. But having said that this room we got was dirty (dead flies, spots on the carpet all over, coffee stains on a bathroom wallet ). The heating system is a built in electric heater, quite old and fairly noisy. You can see the room was not properly updated for a while, maybe never. The bed sheets, blanket, pillows all quite sub par. We only stayed one night so did not push for a room change because of that. But I recommend you look at the room before moving in if this is possible. While the bones of this property are amazing, it needs updating.

I am a Hilton Honors member, so I expect a certain level of treatment when I travel for business and stay at Hilton. However, that was not the case at this hotel. The front desk is very rude and cold. They act like it's a bother to check you in or out. They refused to provide me with a receipt so I could expense my trip with my employer. When I called to speak with a manager (Melissa) after my trip, she hung up on me. Very poor customer service. As a result, I filed a formal complaint with their corporate office. Also, though the room was clean, there were ants on the desk and TV, and all over the counters in the breakfast area. They did not wipe anything down in the breakfast area. Generally, if there is a bug problem, then that means there is a deeper maintenance issue. I do not recommend staying at this location. Hilton is supposed to be better than this. I was not pleased and will never stay at this location again.

We chose a king size room and it was very large and comfortable. The ceilings are just 7 ft tall, so a very tall person would not do well here. Had a gas fireplace that we decided not to use because we were aware that we could smell it. Limited parking spaces are available at the hotel, or they use an overflow lot about two blocks away. The room was quiet- didn't hear much other guest noise, but we did hear the street. The dining room was not open for breakfast so we walked up the street for a perfect diner breakfast at Sneddon's Luncheonette.