酒店回复: Dear Josué, It is disappointing to read that we did not meet your expectations, and we are sorry your stay was anything other than perfect. Based on your feedback, we are taking appropriate steps, as providing outstanding customer service to every one of our guests is always our top priority and is something we pride ourselves on. Also, our team is at work to deliver better hospitality which did not happen in your case. Once again, please accept our apologies, and give us another chance to show you the outstanding service we typically provide.Sincerely,Hotel Management
2.0分
家庭亲子
I didn't like the bathroom area the tub has paint chipping up the ceiling was pelling fluid on the wall I was itchy all I just didn't like it
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酒店回复: Thank you for sharing your feedback. We're truly sorry to hear about your recent experience and the discomfort you encountered during your stay. Please accept our sincere apologies for the condition of the bathroom and any inconvenience it caused.We take guest concerns very seriously, and your comments have been shared with our maintenance and housekeeping teams to ensure these issues are addressed promptly. Your comfort and satisfaction are very important to us, and we regret that we fell short during your visit.We appreciate you bringing this to our attention, and we hope you'll consider giving us another opportunity in the future to provide you with a more pleasant and comfortable stay.Warm regards,MainStay Suites Springfield
1.0分
其他
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Horrible
We got there and check in took twice as long because a lot of the rooms were not ready for guests. We were told that the pool was out of order and that was not disclosed to any guests prior to check in. The elevator was also out of order, which was terrible because I have back problems and climbing 4 sets of stairs was awful. We finally get checked in and get to our room. Room was completely disheveled and most definitely not ready for guests. Mattress was off the box springs, wall safe was out in the middle of the room, dirty dishes on the sink and the room was dirty. We ended up getting put in a new room on a lower floor after that catastrophe. We were disappointed. We have stayed here before and have had good luck. We won’t be returning.
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酒店回复: Thank you for sharing your feedback. We sincerely apologize for the inconvenience and frustration you experienced during your recent stay. This is certainly not the standard we aim to provide, and we're truly sorry for the condition of your initial room, as well as the lack of communication regarding the pool and elevator.While we’re glad we could move you to another room, we understand the overall experience was disappointing—especially given your past positive stays with us. Your comments have been shared with our team to ensure we address these issues and improve moving forward.We appreciate your past business and are very sorry to have let you down this time.Warm regards,MainStay Suites Springfield
2.0分
其他
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Nice, but needs work.
The outside appearance and maintenance of the hotel was very nice. The lobby looked clean and open, but the front desk looked very shabby. when given a room on the fourth floor I asked if there was an elevator as I am 73 years old, I was told yes, but later found out that it was not working. The stairway that I had to take up to the fourth floor was filthy. It looked like it had not been cleaned for months my room and bathroom very spacious and clean. The room was well equipped for a suite, and the bed was extremely comfortable. If you would fix the elevator, clean the stairwell, and remodeled the front desk area you would have a very nice hotel.
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酒店回复: Thank you for taking the time to leave such thoughtful feedback. We're glad to hear you enjoyed the spacious, clean room and comfortable bed, and we appreciate your kind words about the hotel's exterior and overall setup.We sincerely apologize for the inconvenience you experienced with the elevator and the condition of the stairwell. Your comments were taken seriously, and we’re pleased to share that the elevator is now fully operational and our front desk area has recently been remodeled. We’re also taking steps to ensure all common areas, including stairwells, are cleaned and maintained more consistently.Thank you again for your helpful suggestions—we hope to welcome you back for an even better stay in the future.Warm regards,MainStay Suites Springfield
1.0分
商务出差
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Bed bugs. Elevator down. Pool closed. Fitness center closed. Booked on top (4th floor). Fire alarm on first night - no announcement or follow-up. Locals camp in/near stairwells and main exits. Booked through ******* so did not see these negative reviews. Pictures are flattering. Maintenance has not been kept up. Peeling paint throughout. Water leaks evident in lobby. Floors are dirty in common areas. ******* unable to reach management to address complaints. Hotel did refund my booking after I checked out at midnight due to the bedbugs.
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酒店回复: We sincerely apologize for the experience you had during your stay with us. The issues you described — particularly the presence of bed bugs and lack of communication during the fire alarm — are deeply concerning and far below our standards. We understand how distressing this must have been and regret the impact it had on your visit.While we’re relieved we were able to provide a full refund, we recognize that does not make up for the frustration and discomfort you experienced. Please know that immediate action was taken to professionally treat the affected room and thoroughly inspect surrounding areas. We are also addressing concerns related to maintenance, cleanliness, and the overall guest experience, and we have recently restored elevator service.Thank you for bringing these matters to our attention. We are committed to improving and hope to have the opportunity to rebuild your trust in the future.Sincerely,MainStay Suites Springfield
1.0分
情侣出游
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One of the worst experiences ive had at that location i came to front desk and employee told me elevator doesn’t work and then i had to carry my bags up on the stairs i get up to go to my room then i look on the room door is open and i knock and there is no one but as soon as i opened the room door it was huge mess on the floor things are broken and it smells soooo bad and the people in the hall way just didn’t feel safe at all the whole place looks very sketchy i will not suggest to bring family there very unprofessional service i spoke with the manger and he didn’t really care he told me no the area is ok i been waiting for my refund as i didn’t stay a single min in there.
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酒店回复: We're truly sorry to hear about your experience and the condition of the room you encountered. This is absolutely not the standard we aim to provide, and we understand your frustration, especially after dealing with the elevator issue and concerns about safety and cleanliness.We regret that our service did not meet your expectations, and we sincerely apologize if you felt your concerns weren’t taken seriously. Guest safety and comfort are top priorities for us, and your feedback has been shared directly with our management team for immediate review.If your refund is still pending, please contact us directly so we can assist in resolving this as quickly as possible. We appreciate you bringing this to our attention and are working hard to ensure future guests have a better experience.Sincerely,MainStay Suites Springfield
1.0分
商务出差
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That’s was an Awful experience.
Dirty, unkept, unorganized.
The key they gave me was occupied by a squatter.
I asked for my money back and went to a reputable hotel.
1.0分
情侣出游
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Elevator was out and he wouldn’t place us in a room on the first floor. Bed mattresses were old and sagging in the middle. Couldn’t even shower because the drainage in the tub was broken so water would get in behind the wall. No breakfast yet site sd there would be, I reserved a king bed but got 2 queens.
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酒店回复: Thank you for sharing your feedback. We apologize for the inconveniences you encountered during your stay.Our elevator is currently under maintenance, and we are working to get it up and running as quickly as possible. Room allocation is based on availability, and while we try to accommodate requests, we couldn’t place you on the first floor at that time.We’re glad to report that the drainage issue you mentioned in the tub has already been fixed. As for the mattress, we take pride in offering high-quality, top-class mattresses, and we’ll be reviewing the room you stayed in to ensure it meets our usual standards.Regarding breakfast, we want to clarify that it is not listed on any of our booking sites as an included service. We regret any confusion and hope this helps clear up the misunderstanding.Thank you again for bringing these issues to our attention, and we hope to have the chance to provide you with a better experience in the future.Sincerely,MainStay Suites Springfield
1.0分
其他
Booked reservation and then when arrived said they didn’t have a room for me and wouldn’t give me a refund!
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酒店回复: Thank you for taking the time to leave your feedback. We're truly sorry to hear about the inconvenience you experienced upon arrival.Occasionally, third-party booking platforms may overbook rooms, and while we do our best to accommodate all reservations, there are rare instances when availability becomes limited. We understand how frustrating this can be and sincerely apologize for the disruption to your plans.Please note that when reservations are made through a third-party site, the payment and refund process is handled directly by them. In these cases, we recommend reaching out to their customer support team for assistance with any refund concerns, as the hotel does not process those payments.We genuinely regret that we were unable to host you this time and hope you'll consider giving us another chance to provide you with the quality experience you deserve.Sincerely,MainStay Suites Springfield
4.0分
情侣出游
The attitude of the staff is that one of the hospitality or Hospital at least a lot to be desired property is not bad rooms are bad
非常糟糕的经历
I didn't like the bathroom area the tub has paint chipping up the ceiling was pelling fluid on the wall I was itchy all I just didn't like it
Horrible
We got there and check in took twice as long because a lot of the rooms were not ready for guests. We were told that the pool was out of order and that was not disclosed to any guests prior to check in. The elevator was also out of order, which was terrible because I have back problems and climbing 4 sets of stairs was awful. We finally get checked in and get to our room. Room was completely disheveled and most definitely not ready for guests. Mattress was off the box springs, wall safe was out in the middle of the room, dirty dishes on the sink and the room was dirty. We ended up getting put in a new room on a lower floor after that catastrophe. We were disappointed. We have stayed here before and have had good luck. We won’t be returning.
Nice, but needs work.
The outside appearance and maintenance of the hotel was very nice. The lobby looked clean and open, but the front desk looked very shabby. when given a room on the fourth floor I asked if there was an elevator as I am 73 years old, I was told yes, but later found out that it was not working. The stairway that I had to take up to the fourth floor was filthy. It looked like it had not been cleaned for months my room and bathroom very spacious and clean. The room was well equipped for a suite, and the bed was extremely comfortable. If you would fix the elevator, clean the stairwell, and remodeled the front desk area you would have a very nice hotel.
Bed bugs. Elevator down. Pool closed. Fitness center closed. Booked on top (4th floor). Fire alarm on first night - no announcement or follow-up. Locals camp in/near stairwells and main exits. Booked through ******* so did not see these negative reviews. Pictures are flattering. Maintenance has not been kept up. Peeling paint throughout. Water leaks evident in lobby. Floors are dirty in common areas. ******* unable to reach management to address complaints. Hotel did refund my booking after I checked out at midnight due to the bedbugs.
One of the worst experiences ive had at that location i came to front desk and employee told me elevator doesn’t work and then i had to carry my bags up on the stairs i get up to go to my room then i look on the room door is open and i knock and there is no one but as soon as i opened the room door it was huge mess on the floor things are broken and it smells soooo bad and the people in the hall way just didn’t feel safe at all the whole place looks very sketchy i will not suggest to bring family there very unprofessional service i spoke with the manger and he didn’t really care he told me no the area is ok i been waiting for my refund as i didn’t stay a single min in there.
That’s was an Awful experience.
Dirty, unkept, unorganized.
The key they gave me was occupied by a squatter.
I asked for my money back and went to a reputable hotel.
Elevator was out and he wouldn’t place us in a room on the first floor. Bed mattresses were old and sagging in the middle. Couldn’t even shower because the drainage in the tub was broken so water would get in behind the wall. No breakfast yet site sd there would be, I reserved a king bed but got 2 queens.
Booked reservation and then when arrived said they didn’t have a room for me and wouldn’t give me a refund!
The attitude of the staff is that one of the hospitality or Hospital at least a lot to be desired property is not bad rooms are bad