SpringHill Suites Indianapolis Carmel♡

If you are in a pinch

2.0

All business face unforeseen circumstances, and how the business responds sets them apart from the competition. The hotel wi-fi or computers were down. When we walked in at 10:30pm at night the line was long. People who tried to check in at 3:30pm were still waiting for their rooms. Management pivoted and checked everyone in by paper and coping payments, should have happened well before we arrived. We were NOT told that the hotel was going through renovations. Common area there was no A/C, so very stuffy. Looks like there was leaks from ceilings everywhere on main floor. Our room was.... acceptable. However, the tub was rusted and disgusting. The non-management staff was very kind and tried to be as helpful as possible

Horrible

2.0

Do not stay here. Terrible experience. Broken AC, systems down, no ice, worn down.

Guest review

8.0

Nice roomy room

− Waited at front counter for almost 15 minutes no one there until someone showed up

Underwhelming and unacceptable

1.0

Location

− Nothing worked and it was not clean. The window was shattered and water leaks everywhere. Staff didn’t speak English and not helpful

Meh

6.0

The price and the breakfast was great.

− Rooms could be updated a bit. TV for example not a smart TV so couldnt connect to our streaming apps and the sound was a bit off. We got there and waited a good while till a general manager I assume came in and called said there where 5 customers waiting to check in. He did offer a complimentary water but the guy that came in was constantly on his phone. I guess its a thing there because when we tried to go to the pool that night the person getting the dirty towels was on his phone and run the dirty towel cart into us and didnt say excuse me nothing then there wasnt any clean towels and there were small children with no parent and the employee had to of seen and said nothing to that matter either. When asked for a clean towel he handed them to us while still holding a conversation on his phone.

VERY frustrating experience for a simple request

2.0

I rarely leave negative reviews, but I wanted to share this experience because it was incredibly frustrating. After my stay, I called the hotel because I forgot to provide my Marriott Bonvoy number at check-in and simply needed a copy of my receipt emailed to me. I’ve had to do this at other Marriott properties across the country, and it’s always been a quick, 30-second request. Unfortunately, the employee who answered insisted she could not provide a receipt because my reservation was booked through a “third party.” I repeatedly explained that I booked it the same way I always book my Marriott stays and simply needed a copy of the hotel receipt. Despite asking several times for clarification, she continued telling me to contact the third party and eventually directed me to Marriott’s 800 customer service number. I spent nearly three hours on the phone with Marriott customer service and Bonvoy support, only to end up without the receipt I originally requested. I even called the hotel back, and the same employee answered but gave me a different name than she had previously. When I asked her name during my first call, she identified herself as Jasmine. On my second call, she said her name was Sierra. I later learned her actual name was Beatrice. The next morning, I called the hotel again, and Bre answered. She handled my request in less than 30 seconds and emailed my receipt immediately. She was knowledgeable, courteous, and resolved what should have been a very simple request from the beginning. Thank you, Bre, for your excellent customer service. She completely turned around an otherwise frustrating experience. I just wish I hadn’t had to spend three hours trying to accomplish something that ultimately took less than a minute.