SpringHill Suites St. Joseph Benton Harbor

I booked and prepaid this hotel months in advance for a family trip. Just hours before check-in, Saturday of Labor Day weekend, the hotel informed me that they had overbooked and would not honor my reservation. Instead of arranging a comparable room at another property, I was forced to find my own. This left me scrambling last minute with my family to secure alternate accommodations and absorb the costs myself. Being a holiday weekend, few rooms were available by that time, and everything available was more expensive. Communication was unprofessional and dismissive, and in dealing with the hotel’s GM Tomas since the incident, it’s clear that this property is poorly managed. Travelers should know: if you value reliability, accountability, or basic hospitality, book elsewhere.

We stayed at this hotel with three rooms for four nights (June 26–30). While the hotel itself looks relatively new or recently updated, the customer service was among the worst I’ve experienced in years of business and personal travel. Despite requesting housekeeping every day, we never received fresh towels or basic supplies. We had to go to the front desk multiple times for toilet paper, tissues, and towel exchanges. The front desk staff were dismissive and unprofessional. One person said they would “see” if they could help, but rarely even wrote our room numbers down. We are Bonvoy Members and have stayed in many Marriott properties. This experience was well below standard. The only person who seemed to care about guest experience was the breakfast attendant who, although clearly overwhelmed, did her best. We won’t be returning to this location unless there is clear evidence of a change in leadership and service culture.

My experience was almost so bad as to be funny. We had a significant number of service complaints which we took up with the manager. When I posted a negative online review, he literally ejected us from the stay, giving us thirty minutes to pack our bags. You can't make this up.

The breakfast area was not replenish. Some guest were not able to eat breakfast. The body wash in our room was very little that it ran out.

When you first come in, no one is at the desk. You have to call. Turns out they were helping with laundry (!). Rom looks fine. Instructions for logging onto Wi-Fi do not work, needing 2 calls to front desk. Then you discover your microwave is broken. Oops sorry, use the one in the lobby. Otherwise fine. Bed comfortable, room clean, bathroom fine—except it has a barn door—what cruel person puts a barn door on a bathroom?