Hotel Stay at Springhill Suites Las Vegas Convention Center w/ Rooftop Pool & Breakfast, Minutes from The Strip

Lack of Customer Service BEWARE..There is NO customer service if you experience a problem. My daughter booked us a 2 night stay through Groupon since she had stayed here previously using Groupon and had no complaints. After the reservation was made I personally called this hotel over a month ago and requested an extra quiet room. Upon arrival we were given a room on the 9th floor and this is what was outside of our window. The fans constantly turned on and off. I immediately went to the front desk and spoke to Terry. I repeatedly asked to be moved to a quieter room and he said he could not do it. I asked for a supervisor and he said he was. I asked for his boss and he responded that person was out of town. He then old me to move out of the line so he could "help the paying guests". It seems Groupon customers are not considered as paying customers. I have recorded the conversation, which is legal in NV. and plan on taking this up with Marriott's main Head Quarters. Terry told me I had 2 alternatives: Stay in that room OR cancel for a refund, which I did. However, no refund has been issued, so the pmt is in contention. I left and walked over to the Residence Inn by Marriott down the street. Their service was exceptional. I now understand why this hotel uses 3rd parties for handling reservations. That's how they book the crappy rooms. BEWARE!! All I am asking g is for my $349 be refunded. Pls respond. Reservation 2/17-2/19.

Great front desk service I had an urgent time sensitive one day trip to see a family member and I needed an early check-in, being a Bonvoy member helped to book but hotels can only grant request if room available. Tre was the front desk clerk and he saw my angst after having to wait. Within an hour, he approached me with a room. It was NOT just me he helped, I saw him really help a family of 4 deal with an issue and they left very happy. So compliments to Tre

Poor customer service I booked a trip to Las Vegas for my retired parents so they could see The Wizard of Oz at the Sphere. They do not travel often, and this was a very special trip for them. Unfortunately, their journey was already exhausting due to weather delays, so when they finally arrived, they were extremely tired. I intentionally chose this hotel because it is a well-known brand and conveniently located near the monorail, making it easier for them to get around. Before their arrival, we specifically called the hotel and requested a quiet room due to my mother’s health conditions and the fact that she is a very light sleeper. We were assured this would not be a problem. When my parents checked in and entered their room, they were met with a loud, constant humming noise. After checking the window, they realized the room was located directly next to the hotel’s large fan units. The noise was continuous and made the room unlivable for someone needing rest. They returned to the front desk seeking help but were treated very poorly by the employee on duty. He stated there was absolutely nothing he could do and gave them only two options: stay in the noisy room or check out and leave. When they asked to switch rooms, they were told no. When they asked to speak to a manager or someone else, they were again told no. They spent hours trying to find a reasonable solution, but the employee was dismissive and unwilling to help. I personally called and spoke to the same individual, who told me the hotel was completely full with no availability to change rooms, despite the hotel’s own website showing available rooms. This made it feel like customer service was not a priority and that it was simply easier to turn us away and lie. I asked if my parents could switch rooms the following day so at least their second night would be quiet. He repeatedly responded, “maybe, depends on tomorrow,” even after admitting rooms were available. There was no willingness to provide a clear or helpful answer. He assured my parents they would receive a 100% refund because the hotel could not accommodate the quiet room request. He printed a receipt showing no charges and sent two elderly guests walking down the street looking for another place to stay. Unfortunately, this promise was not his to make. Because the booking was through a third-party agency, we are now fighting to recover nearly $400 for a room that was never even used. My poor parents keep telling me, "but he said we would receive 100% refund why would he say that if you can't get your money back?" This situation could have been handled with basic customer care, honesty, and compassion. Instead, we were met with poor service, misinformation, and a complete lack of accountability. I would strongly caution others when booking here, especially if you have specific needs or are relying on staff to provide accurate information and assistance.

WORST FRONT DESK GUY The most terrible front desk person ever. How have the owners or management of this hotel even let him work. He shouldn’t even have a job plain and simple. Terrible terrible terrible. He was so rude he wanted to fight me. As a titanium member I am disappointed. Seriously the front desk guy is the worst person I’ve encountered. I came in late at 3:00am and they canceled my room. My flight got delayed how am I supposed to control that.

My favorite Las Vegas hotel The hotel is nice and very clean. Freweni, the bar tender ,is absolutely amazing. She is kind, funny, and provides over the top service. She is the biggest reason I will be coming back to stay here.