SpringHill Suites by Marriott East Lansing University Area, Lansing Area

Spacious

I am writing to express my absolute disappointment in the way both SpringHill Suites East Lansing University Area and Marriott Customer Care handled my recent reservation cancellation. I have been a loyal Marriott customer, spending thousands of dollars at your hotels when I easily could have taken my business elsewhere. Loyalty, however, seems to mean nothing to Marriott when it comes to basic human decency. My reservation was canceled because I had to go to the emergency room the night before check-in. Despite being in a medical emergency, I still took the courtesy of canceling my reservation through the app so that the hotel would be informed I was not coming. Instead of being met with understanding, I was met with robotic recitations of policy and complete indifference to my situation. The hotel representative even told me that if only I had called them from the emergency room before canceling, they might have considered waiving the fee. Frankly, that is one of the most insensitive and absurd responses I have ever heard from a service provider. When someone is rushing to the ER, the last thing on their mind is phoning a hotel desk clerk. The fact that such a statement was made to me is offensive, tone-deaf, and shows a complete lack of empathy. To make matters worse, I escalated the issue through Marriott Bonvoy Customer Care not once, but three separate times. Each time, I was told the hotel “refused” to issue a refund, and that apparently Marriott has no ability—or willingness—to override their decision. Even when I spoke with a senior supervisor, Lena, I was told flatly that nothing could be done. What, then, is the purpose of Marriott Customer Care if it exists only to parrot policies and defend hotels, rather than advocate for loyal customers? I was charged $126 for a night I physically could not use because I was in the emergency room. The money is one thing, but what bothers me most is the treatment I received: cold, dismissive, and utterly devoid of compassion. Marriott prides itself on customer service, but in this situation, both the hotel and corporate support failed miserably. I expect better from a brand that claims to value its customers. Emergencies happen. Life happens. And when they do, the measure of a company is not how tightly it clings to policy, but how it treats people who, through no fault of their own, find themselves in difficult circumstances. In this case, Marriott failed me completely. If this is the standard of customer “care” I can expect moving forward, I will have to seriously reconsider whether Marriott deserves my continued loyalty

Location was perfect, we were there for the MSU hockey game. Walked across the road to grab taco bell for a late night snack!!

Didn’t like that it was next to the Amtrak station and we heard train and whistles at least 3-4 times during the night.

Any time we fly into EL to see our MSU students we always stay here! Clean, quite easy in and out and staff is great!