I hope that no other family will endure what we did. This was not simply an inconvenience—it was a complete failure of Marriott’s standards.
Unfortunately, my recent stay at the SpringHill Suites West Palm Beach I-95 (Reservation: July 4–9, 2025) was deeply disappointing, distressing, and fell...
Read MoreI hope that no other family will endure what we did. This was not simply an inconvenience—it was a complete failure of Marriott’s standards.
Unfortunately, my recent stay at the SpringHill Suites West Palm Beach I-95 (Reservation: July 4–9, 2025) was deeply disappointing, distressing, and fell staggeringly short of Marriott’s standards — especially on the night before my 11th wedding anniversary.
Things began normally on the evening of July 4th, until, shortly after 11:00 PM, I noticed a large roach on the nightstand. I was horrified, immediately shaken, and began packing my belongings in distress. When I tried calling the front desk, the phone line was so filled with static that I had to go down in person. I spoke with the front desk attendant (Tiffany R.) who offered no apology, no empathy, and no ownership. In fact, her response was condescending — “Have you never seen a roach before?” — as if I were overreacting to a situation that clearly represented a serious cleanliness and health violation.
Eventually, I was offered another room — but not without being told that I’d need to notify her once our belongings were fully packed before receiving the key. So, in the middle of the night, my husband and I packed up and moved to Room #2 — emotionally exhausted but trying to salvage our night.
Unfortunately, the next room presented its own unacceptable condition. When I pulled back the covers, I found a bed full of hairs — clearly indicating the linens had not been properly changed. Now past midnight, we called downstairs again. The night auditor (whom I believe was named Alex) was the first and only staff member who showed genuine empathy, personally bringing the keys to a third room and allowing us to inspect it first.
Room #3, while seemingly better, still did not meet Marriott’s standards. On the morning of our anniversary (July 5th), I entered the bathroom to prepare for the day, only to find several hairs in the tub. At this point, I began documenting my experience with photos. I showed the images to the front desk and kindly requested that housekeeping thoroughly clean the tub before we returned. This was our anniversary — and instead of celebration, I was reliving frustration and disgust. Upon our return the tub was cleaned and the front desk supervisor, London, left a hand written note of apology along with a few snacks and a small bottle of wine. We do not drink but appreciate her efforts.
It didn’t stop there. On Sunday, July 6th, I requested a blanket from a housekeeper. She kindly brought two. However, as I unfolded one, a sizable ball of hair fell out. I didn’t even bother reporting it — I was mentally and emotionally drained and simply counting down the days until checkout.
After being forced to move rooms three times in one night, witnessing unclean bedding, unsanitary bathrooms, and pest infestation, I found the resolution not only inadequate but offensive. I am a paying customer, but more than that, I am someone who values excellence and integrity — two values I believed Marriott stood for.
Even writing this review has been difficult, as I had to relive the entire experience. What should have been a joyful, restful, and celebratory time with my husband turned into a traumatizing and demeaning experience I wouldn’t wish on anyone.
Do yourself a favor and find a different hotel that values customer service, cleaniness and doesn’t have a pest problem.
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