Springhill Suites Devens Common Center

The breakfast attendant was a bright spot. She was a wonderful, friendly Brazilian lady who asked guests how their morning was and brought a positive energy the hotel badly needs. Some other staff were kind too, including the night-shift front desk employee who helped us move rooms. We stayed with our family from November 19th through December 1st. We’d planned to leave on November 28th, then extended to spend more of the holiday with family. I’ve stayed at many Springhill Suites, and this one was by far a nightmare. I wouldn’t recommend this location for an extended stay with kids. On day four, after we’d initially kept the “do not disturb” sign up, I went downstairs for trash bags and a vacuum so we could clean up ourselves. Later, I asked for a mid-stay refresh, but it wasn’t done. We took down the sign, left linens outside, and called the front desk several times early in the morning to confirm the promised refresh. Still, when we arrived late at night, nothing had been done, and we couldn’t return to our original room, 337. The night employee had to move us to room 338. Shifting all our belongings and three kids was a huge hassle because the cleaning crew hadn’t done the work. They didn’t even leave linens on the bed, which I would have appreciated. The hotel feels dated, with dirty carpets and peeling paint. One chair in the breakfast area was held together with black duct tape, which looked tacky and unprofessional for a hotel brand known for quality. The lack of basic housekeeping, rundown condition, and makeshift repairs made the stay disappointing. The Manager and Assistant Manager know what’s going on at the property. Upper Management at the Regional level should know too.

I’m sharing what happened and hoping the hotel will reconsider its decision. I made a duplicate reservation by accident for the same property and date through Booking.com. As soon as I noticed, I canceled one and kept the other. I stayed at the hotel and paid for that booking. Even though I rebooked and paid for the same stay, I was charged about $180 in cancellation fees for the reservation I canceled. Booking.com said the hotel could approve a refund, but management declined the request. I understand cancellation rules, but being charged twice for one night after an immediate, honest mistake feels unreasonable. I only asked for a refund for the unused booking, especially since I still stayed with the same property. I hope management will show more flexibility and goodwill in situations like this.

We’ve been put up here a few times for road work, and Michael at the front desk always makes us feel welcome. He’s a real gem, welcoming and informative. Cida in the kitchen was kind to all of us and made it feel like home, which really helps when you’re homesick. The rooms are clean and the beds comfortable.

Our 18 month old was woken at 8pm by the guests next door running around and banging. We called for help, and staff politely asked them to quiet down, but they ignored the request. We had booked for one night and ended up leaving that same evening because we couldn’t rest. In the rush, we forgot my babys bag and only realized the next morning. The phone number we called doesn’t ring, it just hangs up. We tried a different number, but they kept directing us back to the same unusable one. Between the poor service, rude guests, and no way to get help or rest, this was a terrible experience. Do not stay here.