Springhill Suites by Marriott Durango

I’ve been a Marriott customer for years and have never had a reservation change turn out this way. I gave more than two weeks’ notice, and my room was resold, yet they kept the first payment and charged me again for the new reservation. It feels like they sold the room twice and kept both payments. The owner hasn’t responded or offered a fair explanation or solution. I had booked at the Springville Marriott months ahead for the Iron Horse bike race. Then I realized I’d missed my daughter’s high school graduation date. Durango hotels were already fully booked, so I thought my room would easily be resold and called to ask for a refund or reasonable accommodation. This was extremely disappointing. Keeping my money after reselling the room feels dishonest and exploitative, and it has seriously damaged my trust. What should have been a simple accommodation feels like a cash grab.

After a horrible stay at another hotel, we came here and they made room for us. The room was gorgeous and the rate was amazing. I absolutely love this place, and it’s where I’ll book from now on.

The pool’s “12 persons maximum occupancy” sign was enough to make my kids turn around as soon as they saw it. The hot tub wasn’t hot, and a laminated “out of order” sign beside it said the jets no longer worked. They could make a sign, but somehow didn’t contact guests who had already booked. This place is a joke, and the hotel sucks. We booked two months in advance because the kids wanted the pool and hot tub.

Crystal was the best. The breakfast attendant was warm and friendly, and kept everything clean and stocked. Everything was great apart from how clean our room and bathroom were.