酒店回复: Thank you for sharing your concerns. We’re sorry to hear that your experience did not meet expectations. Please be assured that the property follows regular inspection and cleaning procedures, and guest feedback is taken seriously.While we did not find confirmation of an infestation, as a gesture of goodwill we are offering 5% cashback for your stay. We appreciate you bringing this to our attention.Sincerely,Customer Support Team
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.
车开进停车场，看到有人在修车。一辆车的车窗破了，用塑料袋罩着，车轮也垫着砖块。没有指示牌显示登记处在哪里。我没在那里住。打电话过去，接电话的人只说了声“你好”。我不得不问是不是打到酒店了。我告诉接电话的女士我为什么要取消预订。她记下我的名字，说了声“好了”就挂断了电话。作为一个独自旅行的女性，我觉得那里不安全。所以我去了Microtel酒店。
房间里有臭虫。我估计整个酒店臭虫泛滥，因为我在前台拿着一只活虫的时候，另一个客人也发现了一只！而且员工衣着邋遢，非常不专业。
破败不堪。手机坏了。电视遥控器没电了。他们复印了我的驾照和信用卡。所以我注销了我的信用卡。这地方很不正规。
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.