SpringHill Suites by Marriott Montgomery Prattville/Millbrook

Hotel

Sometimes appearance isn’t what it seems. The hotel is beautiful from the outside and in the lobby, but that’s it. I had high expectations for this hotel considering its age and not that old. I am extremely disappointed with the cleanliness, lack of basic services, extremely poor breakfast options, and the absence of front desk employees. It was great to be recognized and thanked upon check in by the desk agent for being an Ambassador Elite Member, but beyond that, status meant nothing.
The first room I was given was room The room was not properly cleaned. The carpet had not been vacuumed and there were a lot of dead bugs on the window seal. The sofa pillows were stained so bad and extremely dirty, I had to turn them over. I went down and requested a vacuum. They came up and vacuumed the carpet withing 15 minutes of my request. The next morning, I found several live bugs crawling on the wall in the closet. I immediately removed all my clothes from the closet. I brought my concerns to the morning desk clerk around 6:45 AM and I requested another room. He did not seem to care much (even after showing him photos of the bugs) and told me “When I return in the evening, let the desk agent know and they will try to find me another room. When I arrived back later in the evening after work, I expressed my concerns again to the front desk clerk and requested another room. She did not seem so happy with my request.

Positive: Super clean, super quiet, firm but lush beds, nice bathroom and beautifully laid out suite. The staff was absolutely perfect — friendly and welcoming! The overnight staffer was a little low key, but at 1AM I guess you don't want hyper. :-) Negative: Not a thing! What a great hotel! Negative: ""

Absolutely perfect stay. Quiet, big comfy bed. Wonderful in every way. Room comfortable, well laid out. One note… bathroom barn door has glass in it, so at 3am if one person uses the bathroom it lights up the whole room. That was the only issue I could find. Very nice, clean and friendly staff.

What a great value for your money. The only complaint I have is that while the rooms are very modern, the bathroom is placed in front of both beds (which isn’t a bad thing), but in the middle of the night when someone uses the bathroom, the bathroom’s sliding door is a frosted glass and shines light everywhere. That’s my only complaint. I’d recommend this place to anyone! One of the best hotels I’ve been to and such a great value. 👍🏽

Overall the room was clean and comfortable, but the front desk staff and breakfast attendent need retraining in "Cusomer Service"! Upon check in, were told that we'd have to wait till after 3:00 pm to check in "No Exceptions"! I found out later that my room had been released for check in at 1:30 pm. The front desk clerk had a very bad attitude and had better things to do that provide "Customer Service"! As for breakfast, the food was above average and the bar was well maintained, but the attendent was having a bad hair day. She slammed utensils and chairs around and when asked a question she ignored several customers. When I mentioned this to the front desk clerk, I was told that she's always like that, but it's very hard to find good help these days! It might be a good idea to do a "Secret Shopper" evaluation and consider some employee replacements.