Amber R.
Yelp
The sheer lack of what could even be called appropriate customer service and respect led me to publicly tell the nightmare my husband and I had with his place on November 7, 2023.
I booked a room for our honeymoon with Springhill because we have visited before and really enjoyed our stay. I reserved a king room on the gulf side months ago. Check-in process went smooth, get up to the room and it is a handicap room with a tiny shower - not what we originally booked and paid over $2,000 for 5 nights. Called the front desk, was told thats all they had and we could switch to another room that had a different bathroom. Get to the next room, unpack all of our things, husband takes the luggage cart back down and I tried to adjust the air because it was hot and stuffy in the room - thermostat doesn't work. Called back down to the front desk and was told maintenance would be up shortly. Few minutes later got a call saying the air was not working on that floor and they weren't sure when it was going to be fixed. I refused to pay $2,000 to sleep in a room with no air conditioning for a week so we asked to switch again. This time they show us a room on the first floor - with no balcony. Again, not what we paid for or booked months prior. Finally they say there is a double queen on the inland side we can have. At this point it is almost 9pm, too late to go anywhere else. I asked to speak to a manager, the food and beverage manager comes out and tells me there is nothing she can do because she doesn't have a login to do anything with rooms. I ask to speak to a manager or someone who can log in. She goes in the back, makes a call to an Abby, comes back out and tells me we have to wait until in the morning to get some sort of answer as to how this situation will be compensated/rectified. I asked to speak to a supervisor. Supervisor has gone home for the day, isn't willing to speak to anyone over the phone to offer any sort of solution.
The next morning, we go down to speak to the supervisor who was quite frankly a complete jerk. Told me that what I initially received when I checked in WAS what I had originally booked, though I was looking directly at the booking that had pictures that did NOT match what they stuck us in. He also informed me that "tensions were running high" and showed no remorse or apology for us being in 4 different rooms the night prior.
I asked what the solution was because I was not willing to stay there for the week after being treated like an afterthought and he informed my husband that we would be allowed to check out with the previous night being refunded and the hold for the remainder of the week taken off the card with no penalty if we chose to leave. We left, the hold was removed for the remainder of the week however we were charged $250 for a one night stay in a room we DID NOT book and now the same one who told me a refund would be issued informed me today, over a week later when I called to check on the status, is saying there will be no refund and I can dispute it with the bank.
Never in my life have I been treated so poorly by a hotel and made to feel like a true inconvenience instead of a valued guest. They truly could care less about their guests. This supervisor in so many words implied I was lying about what I booked and refused to admit any fault of the property. I would NEVER recommend this hotel to anyone and advise you to cancel your booking if you currently have one because there is a high probability you will be treated like scum when you arrive.
