Randall Jensen

Review of SpringHill Suites in Frankenmu...

I always write favorable reviews, but I am not abl...

I always write favorable reviews, but I am not able to with this hotel. Guests beware...avoid this hotel! We signed up for a Marriott Card to have points for a room for two nights for us and our adult son. Instead of 15,000 or 20,000 points, this hotel is 30,000 per night (or about $250. on a Saturday night). We used our points for two nights and one night for our son and his wife. 1. It took the friendly, young, desk clerks about 30 mins to be able to set the room so our son didn't have to change rooms 1/2 way through his stay. 2. My husband, teenage son and I were given a handicapped king suite, with one bed and a couch that couldn't open because it hit the end of the bed...not enough room. When asked, we were told there was nothing else available. We traded rooms with our adult son. 3. The handicapped room has a broken shower and shot straight at the wall ahead. Our son had to drape a towel in the shower, and decided to not attempt to use it the second day. 4. For two days the air conditioning was broken and there were no towels in the fitness room, the towel rack was empty. 5. The second day our room key did not work. The clerk was rude and said, "it is after check out time", but we had the room for the second day as well! He was able to fix it, after saying they were booked solid and telling us there was nothing that he could do for us... for a room we had already paid for with 30,000 points! 6. When we did check out, we didn't get a statement for us or our son's room. We wanted to be sure there were no charges. Went to the front desk, and waited with no one there for 5 minutes. Called on my cell phone and it rang for over ten times with no answer. Other calls also came in...no answer. Walked outside to my husband and he shared that front desk clerk was outside smoking a cigarette (his badge indicated he was a manager). Maybe the hotel is short-staffed and overbooked. Also, the pictures are not accurate. The creaky elevator sounded like it wouldn't make it to the floors. The pictures are of a lobby and areas that money was spent on, but don't accurately depict the old hotel with mold in the bathroom, and a lot to be desired. With relatives in that town, we definitely will stay elsewhere. Thankful we didn't have to pay $1000 for our four rooms!!