SpringHill Suites by Marriott Virginia Beach Oceanfront

Reviews 3

ER

Erica DiGiorgio

If I could give 0 stars, i would!! This past weekend we stayed at the Marriott Springhills Suites in Virginia Beach for my daughters Cheer Competition at VA Beach Convention Center. The day that they withdrew the deposit from my bank($183) for the first night, they charged my debit card for an extra room(an extra $183 which caused my account to be overdrawn), so another guest at the hotel had their deposit charged to my debit card! At first the hotel made it seem like it was the other guest that must have gotten my credit card information and used it for their room. The guy (Daryl) behind the desk (supposedly the manager on duty)printed me out a receipt for the other guest which included all of her personal information like her name, phone number, home address and room number they were staying in! Im pretty sure that was against policy, do all your hotels give out guests personal information to just anyone?! At no point did I lose my card so I knew the hotel was just trying to push the blame on someone else, so I told the employees I was going to make a scene by going up to the guests room and fight for my money back (this was my way of getting them to take responsibility for the mistake bc I know they wouldnt want a big blow out infront of the whole hotel)to make a long stressful story shorter...I spoke to a total of 7 employees including 1 desk manager and 1 Assist. manager between Friday night and Saturday night. When they took out the first mistaken money, it put my account into a negative status. I refused to deposit any money until they took care of this. Throughout the weekend they continued to take money out of my already negative account! On top of the original extra $183, they took out $266, $50 and $210. And when I brought it to their attention, they could not tell me why these charges were taken! I paid the balance of the rooms the Friday night I got there IN CASH because my account was in the negatives from the extra room they charged, so they had no reason to continue to take out funds. By Sunday night, Springhill Marriot took a total of $635.00 out of my negative account on top of the 1st mistaken charge which caused over $200 of overdraft fees. My bank account stands at -$1037.66. This is our primary bank account so any bills that are due to come out wont get paid and my paycheck that gets automatically deposited Tuesday morning is now covering all of the mistaken money the hotel took out so I have no money until this is figured out! The manger (Brandi) was very helpful on Saturday when I spoke to her and she assured me nothing else would be taken out and everything would be clear by Tuesday! She also told me to call her Tuesday so she could call my bank and find out what she needed to do to get the overdraft fees removed since they were only charged due to the hotel mistakes. Today, Tuesday March 14th, my bank account is still in the negative, my paycheck got direct deposited but it went right to fixing my negative balance!! I live in New Jersey, I am a single mom of 2 and I live pay check to paycheck. Well this week I guess my bills wont get paid, my daughter wont get lunch money for school and I will need to somehow come up with money to get the kids back and forth to school. It is now 8:10 PM, I called the Springhill Marriott in VA Beach like I was instructed to and all 4 times between 8:00am and 3:30pm, the manager (Brandi) has been on a conference call. I left a detailed message on her machine and I made sure to let whoever answered the phone and took the message, who I was and that she told me to call. The employees behind the desk were rude and not knowledgeable. They could not tell me why these charges were taken out or how my bank account information got onto another guests bill!! Instead of enjoying the weekend with my daughter at her last competition of the year, I spent it back and forth to the front desk and on the phone with my bank. My daughters team won 1st place and I couldnt even buy her a t-shirt from the event because I had no money!!

AL

Allison Kohler

Worst experience I have ever had with this chain of hotels. I have stayed in these hotels in other areas before and have had nice experiences but the VA beach oceanfront took the cake for me on bad service and experience. We checked in on Saturday October 10th and we were there for one night. We booked a nice room and called to confirm the reservation on Friday the 9th. Upon arrival at 3:30 (check in was at 3:00) we were given our room number and key card. Upon arriving in the room we noticed we were put in the wrong room. It was a handicap accessible room so some of the features were missing from the room we booked. We went downstairs to speak with the front desk where they assured me that the room was the exact same it was just handicap accessible so thats why it looked different. I explained to the manager that upon booking the room we SPECIFICALLY REQUESTED to not be in a handicap room because we were traveling with small children and needed the dividers to have the separate space. The manger told me that I was basically the last one to check in to those types of rooms and they hold the handicap accessible room until the very end in case they need it. This procedure is fine if I was walking in same day to book a room in the hotel but not when we specifically requested it and reserved the week before. They had zero ability to move us because they were booked solid due to a group rate rental of rooms in bulk for a youth soccer tournament. The hotel was completely scattered. The youth soccer tournament many times during our stay had taken over the lobby and were loud and running around which management seemed to ignore. If they are going to allow a group to run the common areas of the hotel they shouldnt allow other guests trying to enjoy a weekend vacation. The indoor pool was dirty and dirty towels sand and dirt were tracked everywhere. and our bathtub had scale and lime build up all around the drain and faucet. Our bathtub plug didnt work so giving my child a bath required plugging the drain with a washcloth. I will not stay in this location in the future. On a side note while i commend managements last minute attempt to redeem themselves by crediting our room and subracting that credit from our room rate. We dont find this suitable. We have no problem paying for the room we booked its the crappy customer service that money or reduced Rates cant fix.

A

A Private User

Room description states 2 TVs for the king studio - only ONE is flat screen. We used the pull out couch for my 6 yr old daughter - not a lot of room to move around in once the couch is pulled out. Next time would get a one bedroom with more room and more space for clothes. Sink area in bathroom is very small. Had to call the front desk 3 times before getting clean sheets for my daughters bed the night we got there because the sheets in the room were stained. Had difficulty with our room key when using it on the outside hotel doors and in the parking garage elevator (lots of people commented to us that they had the same problem) Also - our room door didnt always lock. Would always check it, but after the cleaning staff used their key, we would find our door was left unlocked. We notified the cleaning staff - but (as I found out at checkout) they never told the front desk. The hotel was very busy with lots of guests...Towles were not stocked half the time we went to the pool (inside or out). The low shower to clean off feet was broken at the hotel entrance. The staff did manage to keep the floors quite clean and dry. The breakfast was very good, but would recommend getting there before 8am - otherwise you will have a long line to wait in if the hotel is very busy. Called before arrival and staff was unable to give info on beach rentals (umbreallas and chairs) King bed was very comfortable - wish the pillows were of the same quality. Even though its a non-smoking hotel and there is a sign on the balcony door stating not to smoke on the balcony - we still found cig. butts on our balcony. We had a 12th floor room - very quiet - no noise from boardwalk below. Great viewing of the volleyball games below. Liked being on the south end of the beach - beach was not as crowded as the 31st street section and was within walking distance to some good resturants like Mahi Mahs. Taking the Wave Bus up to Catch 31 for dinner was an easy trip, but the hotel valet staff told us to wait at the wrong sign - one of the bus drivers pointed us in the right direction.

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