Customer service was not good. Staff on duty was very abrupt at check in. Reservations were made online for 2 suites with the option to present card at check in. At check in, 3:30pm, I was told the rooms were prepaid and no changes can be made. The comment was not true as my hotel confirmation read differently. The charges were not authorized as the reservations were not for me but family members. The person on duty refused to credit my card and said if the charges are reversed the rooms would be canceled. This was totally unprofessional as well as unaccommodating. It is ALWAYS my preference to book hotel reservations with the option to present the card at check in. I had just stayed at Springhill Suites in Orlando, FL 8 days prior to my stay in Richmond, VA. Springhill @ Orlando didn't have any issue with completing the reservations as 2 separate transactions. That was totally a much different experience! Nonetheless, this was a major inconvenience as well as an unpleasant experience with Springhill Suites. The manager on duty was lazy and clearly a liar!
真实旅客
1 晚家庭旅行
Hotels.com真实住客点评
4/10 尚可
2025 年 7 月 20 日
During a bad thunderstorm the power went out. It lasted all night and the next morning the staff were very nice. It was hard with no AC and we didn’t sleep every well.
Julie
Julie,1 晚行程
Hotels.com真实住客点评
4/10 尚可
2025 年 7 月 20 日
no issues with the room, the problem was after we checked in we went out for supper and when we came back we were locked out of our room, had to wait in the lobby for 45 minutes for a maintenance man to fix the door so we could get in.
Russell
Russell,1 晚行程
Hotels.com真实住客点评
6/10 好
2025 年 7 月 18 日
Need better air conditioning
Michael
Michael,1 晚行程
Hotels.com真实住客点评
2/10 很差
2025 年 7 月 16 日
Overbooked
We (my husband, me, and two young kids) booked this hotel over a month before our stay with hotels.com. We received emails from the hotel and everything about our stay. When it was time to check in, we were told they were overbooked and that they paid for us for a room at another hotel. The other hotel had the pool closed by the time we got there (the whole reason we booked with Springhill Suites was the pool) and the next morning was a nightmare- breakfast was closed earlier than we had planned for (because again Springhill Suites had later breakfast then the place they sent us ) and the morning crew at the new hotel was trying to make us pay for our stay that Springhill Suites had said they covered for us !
This whole process was ridiculous and unprofessional - we planned our whole day around being able to use the pool at night and a later breakfast but Springhill Suites couldn’t even do us the courtesy of calling us to let us know that they overbooked themselves.
Nicole
Nicole,1 晚家庭旅行
Hotels.com真实住客点评
10/10 绝佳
2025 年 7 月 16 日
Jesse
Jesse,5 晚行程
Hotels.com真实住客点评
10/10 绝佳
2025 年 7 月 10 日
Ram Praveen Babu
Ram Praveen Babu,2 晚行程
Hotels.com真实住客点评
10/10 绝佳
2025 年 7 月 9 日
Stephanie
Stephanie,1 晚家庭旅行
Hotels.com真实住客点评
10/10 绝佳
2025 年 7 月 8 日
Tracey
Tracey,2 晚家庭旅行
Hotels.com真实住客点评
6/10 好
2025 年 7 月 8 日
Bugs in bed
When I pulled the covers down there were bugs in my bed. We received a room change.
John
John,1 晚家庭旅行
Hotels.com真实住客点评
10/10 绝佳
2025 年 7 月 8 日
Kinsasha
Kinsasha,2 晚行程
Hotels.com真实住客点评
8/10 很好
2025 年 7 月 8 日
Just stopping by.
Checked in for a night while traveling back home. The chdck-in process was simple a d quick and our room was clean spacious and quiet. Made our night traveling with an infant easier.
真实旅客
1 晚家庭旅行
Hotels.com真实住客点评
10/10 绝佳
2025 年 7 月 7 日
Avery
Avery,2 晚行程
Hotels.com真实住客点评
10/10 绝佳
2025 年 7 月 6 日
Avery
Avery,2 晚行程
Hotels.com真实住客点评
10/10 绝佳
2025 年 7 月 6 日
A mistake in Booking
Staff was Amazing had issue with booking dates and 3 rd party changed the dates and The Manager her staff were very sympathetic and approved my stay for Sunday hotel was sold Saturday and I received a full refund for Saturday night I really appreciate the staff at Hotels.com for expediting a refund stay you all rock no pics to send Hotel clean nice and very affordable and convenient to Hospital going to 10 thumbs up
Carla
Carla,1 晚家庭旅行
Hotels.com真实住客点评
8/10 很好
2025 年 7 月 6 日
Staff was extremely helpful
The staff was very understanding to what we had going on. Room was clean.