SpringHill Suites Waco

Terry, the breakfast person, was extremely helpful and so nice. Bed was comfortable.

Check in for a disaster. I made my reservation through Booking.com. Rate was cheaper than booking directly using my Bonvoy membership, but not by much. Prepaid Reservation could not be found. According to desk clerk Andrea, new system was slow. Finally after calling her asst manager, Cristal, at home (no manager on duty at 4:30-5:30 pm Sunday) & I spoke w/ Cristal suggesting just put us in a room so Andrea could wait on 12 people behind us & deal with reservation later, we got a room. Went to room, key card would not work. Went to get new card. Opened door with Diego (employee escort w/ master key card in case our key card did not work, but he was not a desk clerk) & room was OCCUPIED (luggage and unmade bed, thankfully no naked people). Went back downstairs, Andrea now had a coworker (who evidently would not take her or Diego's word that I had a prepaid reservation so had to call Cristal from back room to verify) finally gave us key cards to a clean & unoccupied room. All this took an hour. We spoke to coworker in elevator on our way back out. He said he was doing an inperson check of supposedly ready rooms. We were not the only ones sent to occupied or unclean rooms. Evidently new system does not generate an accurate accounting of clean, ready and unoccupied rooms to select from. I spoke with Diana, the general manager, the next morning at checkout. She apologized for the "misunderstandings" & the inconvenience and blamed everything on the new system. Diana told me that the new system is Marriott wide. Either their new system is not ready for use or they need better training of the system. Kudos to Andrea kept calm throughout. But Diana made no effort to try to make anything up to us, probably because we booked through a third party. And she really didn't seem very apologetic about the no management on duty to back up the employee(s) or the hassle at check in.

Very clean

We came to visit Baylor and were so close, super convenient! We could see The Silos from our room which was also neat. Room was clean and comfortable. Breakfast made mornings easy.

Not hotels fault but the parking lot and surrounding area are full of homeless people, people approaching asking me to buy them things.

Great location and excellent room and amenities