SpringHill Suites Oceanside Beach

This hotel is in a perfect location that’s right across from the beach. It’s Marriott so you know what you’re going to get. But, the staff make it special. Brendan checked us in quickly and was extremely professional. He set the vibe for our stay and it was amazing. Thanks for making it great!

The hotel was fine. Our room was spacious. However, we were given an AED accesible bathroom (we didn’t need it, but it might have been the only room available). Totally fine, however, the shower had a really weird slope in the middle of it. If you were standing in it, it was really easy to slip, which happened to me and my child. And after a few minutes, the entire bathroom flooded about half an inch. My toddler walked in and fell back on her head. In the middle of trying to put our kids to bed, we had to call the front desk for help. I had to call three times, as they never answered the first two times. When I explained what was happening and that my child just fell because the water flooded the bathroom, the staff who answered my call was not in the least bit empathetic. She said she’d send someone to bring us towels. Someone eventually came to bring towels. They said they talked to the front desk and said they had no idea why that happened, but that they would just leave extra towels for us to soak up the water. They did get a lot of it, but they just said that if it happens again, we would just have towels to clean it up. And not to worry, because we could get free breakfast in the morning. This was an odd thing to say given the fact that free breakfast is already part of the reservation. Not a consolation for dealing with a flooded bathroom. I went to the front desk in the morning while checking out and I explained the situation to them. The staff at the front did not seem to care about the situation at all. I was never given an apology, just excuses for why that happened. She specifically said that they know that bathroom floods a lot, so they just know that sometimes they have to provide extra towels.” I said that it created a very dangerous situation for my kids, and one fell and hit her head. All she had to say was “yeah, that’s just part of how that shower is built.” I was told I’d get parking comped, but that was it. I wasn’t expecting the entire cost of the reservation to be comped, but there was no genuine attempt to make anything better or empathize with the issue. The staff seem young and inexperienced, with complete lack of customer service skills. Looking at all the reviews, it seems like certain issues (lack of empathy, inattentiveness to detail (i.e. looks like pool towels are always out of stock and people have to come all the way from the 6th floor to the lobby to get extra towels - which happened to us) , lack of care for customer issues, etc. are part of the status quo. And even though the responses to negative reviews state that they’re “working to improve” on the issue, nothing is done about it. I will not be coming back to this hotel or recommend anyone to stay here.

Unfortunately, we had a horrible stay at this hotel! They charged us over $700 a night for EACH of the two rooms that we stayed in. I understand it was the 4th of July, but it's not fair to the customer to charge that much and provide poor service! To begin with, the AC in our room would shut off after a few minutes of running. We unfortunately didn't realize there was a problem until the middle of the night as the temperature rose to above 80 degrees during the night. At 2 am, not the best time to call maintenance to have someone come and fix the AC. They only have two elevators for the whole hotel. And only one goes to the parking garage, so it was a several minute wait (often over 5 minutes) each time we needed to take the elevator (the hotel has six floors plus the parking in the basement). It also didn't help that the hotel staff used the same elevators to go up and down with their cleaning and maintenance carts. Frustrating to have to wait for the next elevator with the elevator being full due to staff using the same elevators. The breakfast was a zoo, with a long line and hot food running out. We had to wait for hot food to come out. For the amount of guests and size of the hotel, they need a larger area and need to be prepared with more food. To top it off, they had to screw up the credit card charges for our rooms. They charged our daughter for the taxes on her card but charged the rooms to my card. I had left specific instructions to charge everything on my card, and I provided my card for both rooms. It was embarrassing that my daughter asked me about the charge after I had told her that I wad treating her and her husband. Not the end of the world, but just another sign that this hotel doesn't have their front desk staff well trained. In summary, if you're going to charge Ritz Carlton rates, you shouldn't provide Motel 6 service and facilities/ infrastructure. I've stayed at over 100 Marriott properties throughout the world and this was my worst experience!

Check in was great. The room was beautiful and spacious. I had trouble connecting with the hotel’s internet. The elevators were extremely slow and only one elevator goes to the parking level. Very confusing