SpringHill Suites by Marriott St. Joseph Benton Harbor♡

Guest review

5.0

Location is ok. Pool is heated.

− Pool is small. Breakfast area is small and not set up well for traffic flow. Room had many things that could be fixed

Pleasant and relaxing! Everything about stay was smooth and easy!

10.0

Clean and the room was comfortable. The staff was very nice and helpful.

− I didn’t have any problems with the property.

Guest review

5.0

Room was mostly clean. Location was good. Breakfast was okay.

− Shower door wouldn’t seal shut, letting water out everywhere. Bathroom door was a sliding door that didn’t actually shut. Mattress was hard. Carpet was stained. Chips and cracks on ceiling. TV was positioned in awkward spot where it was difficult to see from bed. Gentleman at front desk upon check in seemed extremely annoyed when I approached desk. Ladies at check out were nice though.

Worst Experience

2.0

Stay here at your own peril! Today is the 4th of July and we are back home, our vacation cut short by 2 days. Day one: someone in our group had property stolen from their room. Day Two: After a storm rolled through, power was out in the hotel starting around 4 PM. There is no generator. Windows do not open, so there is zero ventilation during this heat wave. The halls were dark because, though there are emergency lights, they never turned on. We purchased lanterns from Walmart so we could get to our room. We sat outside waiting for power to come back on. Another smaller storm at around 10pm so we went inside. The fire alarm activated shortly after, and we were standing outside in the rain. When we came back in, someone smelled a gas leak and the fire department was called so we went back outside again! They said it was sewer gases but we felt so unsafe. Staff were hard to find. No announcements were made, we got mixed information and there was a lot of confusion. We decided to chance it and headed back up 3 flights of stairs to our room. My son and husband had to help a group of elderly women (one was complaining of knee pain) get back to their rooms safely on the 4th floor. Still no power, so no elevator and no lights. 2AM and the fire alarm goes off again, inadvertently. Then again a short time later. That's not safe what if there's a real fire and now people have been "trained" to ignore the alarm!?! Get up in the morning today there is still no power. The staff, when you can find them, have no updates. We give up and decide to go home, and are assured compensation for our unused time at the hotel only to get home and find we have been charged for it. And of course, we get the run around and are told to call back Monday.

A mess

2.0

⭐☆☆☆☆ As a Marriott Gold Elite member, this was by far the most frustrating experience I've had with a Marriott property. On July 7, I called to cancel my reservation before the cancellation deadline listed on my confirmation email. The employee, Aiden, told me he couldn't process the cancellation and that the manager, Kelly, would call me the next day. No one called. I tried reaching the hotel again on July 8 and July 9, but either couldn't reach the manager or the phone rang continuously with no answer. I finally spoke with Kelly on July 13, and she incorrectly told me I had booked a non-refundable rate. I read my confirmation email to her over the phone, which clearly stated my reservation could be canceled by July 7. She then said she needed to speak with Aiden and promised to call me back. That call never came. Instead, I was charged the full amount for the reservation. After weeks of trying to resolve the issue directly with the hotel, we were forced to cancel our Marriott credit card and dispute the charge. That should never be necessary for a loyal Marriott customer. What disappointed me most wasn't just the charge—it was the complete lack of communication, follow-through, and accountability. If a manager promises multiple callbacks, those calls should happen. I have documentation of my repeated calls and my reservation confirmation showing the cancellation policy. I hope Marriott reviews how this situation was handled because this level of customer service is unacceptable.

Staff were extra ordinary helpful and accomodating.We were a big group. They provided our needs.

9.0

Clean, spacious, accomodating

− none