SpringHill Suites Phoenix Chandler/Fashion Center

The person greeting you at the desk makes all the difference when remembering the experience of your hotel stay. During this event, this person was the wonderful Cassidy Crawford. I received a little blue bag with a water, cookies, and a handwritten personal note from her thanking me for being an elite Marriott member. To go this extra mile meant a great deal to me after a hundred-mile drive in miserable traffic. The same positive feeling remained throughout my two-day stay at this Marriott property.

a month ago

Location is great. Rooms are on the older side but clean. I have to say, the Front Desk clerk on Saturday afternoon was one of the rudest people I have ever encountered. She looked like she just rolled out of bed, her tone was very condensing, and she seemed like she's never worked customer service before. Imagine our surprise when we learned she was the assistant general manager. The night front desk people were much nicer and helpful. The breakfast was good.

a month ago

Be aware that they charge $15 for parking, which is not noted when booking. Parking is free at most hotels in the area. Staff were not friendly at all. Room was just average. Breakfast was good. I won't stay here again because of the extra fee for parking.

a month ago

The elevator is broken and kept taking us to the second floor every time, even though we had pushed the button for the 3rd floor. The walls are super thin, and you can hear everything. Maintenance was vacuuming at 2am! Our TV was broken. They did send someone right away to fix it, but they were unable to. We were told sorry there is nothing we can do. We requested a late check-out and have a chat confirmation, yet housekeeping still showed up at noon. She knocked on the door, and I yelled out that the room was occupied. She still walked in on us. I jumped up and informed her we had a late check-out at 1pm. She showed me her paper that had the room down at noon. I told her I had confirmation and she left. As we were leaving, I informed the front desk of the embarrassment, and they said sorry we forgot to put it in the system. We have stayed at Marriott Hotels every year for many years. Unfortunately, the last 3 years have been one problem after another. I am beginning to believe it is a brand problem.

3 months ago

I just experienced a ridiculous catch-22 situation at the conclusion to my stay here. Check-out is at noon. I took my children to the pool for a last hour swim. When we tried to leave the card secured pool area, the card would not scan. There is no way out of the gated outdoor pool area. You cannot reenter the hotel nor leave the campus. You’re locked in. My wife was able to beg a favor from the only other guest, poolside, to unlock the pool door and obtain entry back into the lobby. She requested from the curt, corpulent, blonde, middle-aged, female, front desk attendant to please provide her with a working keycard. The attendant saw our whole family enter the pool area and my wife is still damp from the pool, wearing a bathing suit. It’s a reasonable ask. The attendant informed my wife that she would need a photo ID to obtain a working card. My wife respectfully provided the desk attendant of her registered name and room number. We are clearly guests here. She would not grant my wife her request without an ID. Keep in mind her husband and 2 young children are still poolside. Here’s the catch-22 situation: if the keycard is prematurely turned off short of the 12pm check-out and does not work for any door and my wife’s ID is in the locked 3rd floor hotel room, how does the desk attendant expect my wife to open the locked door without an active, working, card? Also, how does the guest-staff expect guests to exit the locked, enclosed pool area without assistance if no one else is pool-side? (And isn’t this a clear fire-hazard if there is an emergency? You’re locking people into a sub-section of your hotel with no exit). We eventually were able to resolve the issue. Upon check-out I asked the day attendant if they accepted departing guest feedback. The same desk attendant coldly said they did. I informed her that I live nearby. We occasionally enjoy a staycation, we like you heated pool, we like your hotel’s location. We did not like that the keycard turns off 30 minutes prior to check-out and that upon providing a registered guest name, room number and phone number we were still denied a working card. She informed me that that is standard policy for all hotels to deactivate the keycard 20-30 minutes before check-out. In my reality that is not the case. In my 51 years in life and frequent travels I have found that, no, that is not the case. However given that this is THEIR policy I said fair enough, but if you are going to have this policy in place I think that it is fair that if I then inform you that my card does not work, this is my registered guest name, my room number, my phone number and if I clearly just came from your pool, still wet in a swim suit and towel, that common sense would prevail and you can come to an educated conclusion without hesitation and hassle and provide me or my wife or I with a working keycard as we are paid guests that can clearly identify ourselves as such. To do otherwise is at best unnecessarily obstinate, obtuse engagement with your paying guests and certainly does not lend itself fostering a return visit to this hotel. In my humble opinion this is asinine protocol for this hotel. The attendant informed me that this is Marriot policy not to reactivate a card without an ID. I respect the protocol of ensuring a secure hotel campus but this protocol of guest engagement is ridiculous for a hotel marketing itself as a pleasant place to stay. Not to mention that I don’t believe it is set policy under all circumstances as, again, every prior experience to a requesting a replacement for a non-functional keycard, since the inception of keycards at hotel was been something akin to: “of course, sir, and I apologize for the inconvenience”. Not “sorry aboutcha” when my stay is at what I thought was a decent hotel. If the policy of SpringHill Suites Phoenix Chandler/Fashion Center is to engage your hotel guests and if you are managing a fleabag motel, so be it, but don’t market your hotel as a pleasant place to stay. I did not appreciate this experience. We won’t return.

3 months ago

The beds are pillow top so so comfortable |The pillows are great as well|Breakfast second to none best I ever had|Location was great walked to Walmart and restaurants|Front desk staff were excellent|Pool area and jacuzzi were clean and nice area |Would stay again right across from chandler fashion center|Alan

2 months ago

Positive: "" Negative: The rooms are very dim light. From the pictures, the room looks modern. They're definitely not modern. The couch had stains on the cushions, as well as the carpets. It was only one night of stay but definitely not worth it. Would not stay here again

5 months ago

The staff was exceptional and very helpful all questions that I asked were diligently asked and professionally with respect will will recommend this facility to anyone to ask me if I know any place to stay

a week ago