SpringHill Suites by Marriott Montgomery Downtown

Location was perfect

No pool

Location and staff

Furniture in the living room area super old and stained

Hard to contact, phone system down

Nothing

We spent 1.5 hrs on the phone between the hotel and booking.com. There was no reservations and the hotel pushed us off on booking.com to resolve ourselves when it was their system issue. We finally cancelled the reservation and received a refund. Then we asked if we could book direct and they couldn’t do that either even with open rooms. Same for 5 or 6 other groups while we waited regardless of how they booked. The one staff member on site was no help and basically said we needed to call booking.com on our own. She then went back into the office and proceeded to eat her dinner. The one family that was able to check in came back down claiming they were given a room already occupied. No more Marriotts for us in the near future!! Will also start booking direct through the hotels as cleaning the charges up was a nightmare.

The amenities and location were incredible

I have been trying to get a refund for a single room for over a month now. The process to do this is beyond frustrating and I have not been given a single answer to resolve my issue. I am sent back and forth between both Booking.com and Springhill Suites. It is a vague and complicated policy and process to deal with this.