Springhill Suites by Marriott Hartford Cromwell

We had been driving all day and hoped for a relaxing evening, but checking in turned into at least 30 minutes of stress, followed by another 40-plus minutes on the phone with Marriott. I have health issues and don't drive at night, so the thought of having to go farther after being treated this way sent my heart rate soaring. I'm so disappointed. At the SpringHill Suites Hartford, the representative said he couldn't find our reservation and had no room for us. He told us to leave and find somewhere else, but I wasn't comfortable going without confirmation that our booking had actually been cancelled. We showed him our confirmation email and asked him to contact Marriott for help. He refused, and said there was no manager on site when I asked for one. I called Marriott myself. They asked him to call a number that could locate the booking, but he wouldn't call or speak to the person on my phone. Marriott then tried to reach the location through a supervisor. He answered once and hung up, then didn't pick up when they called again. Since he wouldn't respond, they said they could only try to book us somewhere else. They managed to cancel that reservation and move us to the Courtyard. I've never dealt with someone so unhelpful and unaccommodating. If guests keep getting treated with that attitude, the hotel's reputation will seriously suffer.

The staff were so friendly and welcoming, and the room was clean and really comfortable. Breakfast was very good, too. It was worth the money, and I'll definitely come back. I forgot to take room pictures, but I'd give it a 10/10.

Parking was a little rough, but nowhere's perfect. The staff were amazing, and I appreciated them recognizing me as an elite member. Housekeeping did a beautiful job on the clean room, the morning and evening front desk teams were great, and the breakfast crew made breakfast with love. The coffee really hit the spot, too. Good job, team Marriott and Springhill Suites. Thank you!

The rooms themselves were very nice, and the hotel worked for the two nights I was there for an event. But the service was poor. We were short on towels the whole time, and had none at all for nearly a full day. When towels did arrive, they wouldn't bring them up to our room. The showerhead was badly messed up, and when we asked about a bathtub part, they said there was nothing they could do instead of calling maintenance or letting a manager know. An alarm went off at 10 at night and kept going for at least half an hour. When we rang the front desk to ask what was happening, they hung up. For a nice vacation in Hartford, I'd look at other hotels.