SpringHill Suites Atlanta Alpharetta/Roswell

As soon as we walked into our room we discovered the wi-fi did not work. We notified the front desk immediately. After five hours of delay, multiple denials of a problem and no results we checked out and requested a refund. After another delay, the general manager indicated that the franchise owner would only give us discount, not a full refund. Marriott corporate team gave us a case number over the phone then explained that Marriott (1) has no satisfaction or your money back guarantee, and (2) the traveler is responsible for obtaining any redress they require from the management of individual Marriott franchises. That is not good enough.

Do you self a favor and avoid staying at this property. There are another 5 Marriott hotels within a 5 miles radius. Even though the hotel is relatively new the service was consistently bad throughout our stay from day one. We are lifetime Platinum Marriott members and have stayed in many Marriott hotels and NEVER experienced the issues and lack of service that we did in this hotel. It seems that management is cutting corners to save money to the expense of its customers. Day one we asked for additional towels and the person at the front desk gave us one and refused to give us any extra ones, the next day we asked the cleaning lady in the hallway for extra towels and she also refused to give us more than one. The room was not cleaned when we checked in. There was hair on the walls of the shower, the towels had stains and the trundle bed had dirty sheets. At breakfast, there is no bread or bagels. I have never seen this at any of the hotels where breakfast is included. The washer machine didn’t work, we put money for a load and didn’t work, when we asked the person at the front desk if he could help us find another Marriott hotel in the area where we can use their laundry room. His answer was for us to call around to find out. Safe box, when we asked if the room has one, we were told there is one in the closet; however the room we’re at, doesn’t have one. Finally, our room has not been cleaned two days in a row, which is totally unacceptable. The trash cans are full and there are ants in the garbage, we have no clean towels as well as shampoo, conditioner or soap. Finally, to make things even worse, we tried to reach out to the general manager and sent her an email with these issues, hoping she would address them. She did not reply to even acknowledge our email.

My daughter and I stayed at this location and were very happy. A quick 4 day trip from NY was spent in the perfect location. We were minutes from my family and this hotel was in a great location to get my 4 Mile runs done in the morning. The rooms were clean and spacious. We had plenty of towels. The breakfast/coffee was just enough to get my day started. The fresh strawberries were my favorite. But the best part of my day was being greeted by Marcia each morning. Always happy with the best smile. Always making sure we had whatever we needed to be comfortable. Thanks Springhill suites! We will be back on our next trip to Roswell.