SpringHill Suites by Marriott Fort Myers Estero

The beds were really comfortable, and when we made a special request, the staff were accommodating. Our room was spacious, the hotel was very clean, and the front desk team were friendly and efficient. We had a wonderful stay this past weekend and would highly recommend the hotel.

We stayed one night of a reservation for October 1st to October 3rd, then checked out before 1pm. I emailed the front desk at 4:46 to say we'd left early. We were told we'd get a credit toward the next stay, and they even called my husband about it. I still have the email. He checked in again on October 6, but when I noticed he'd been charged for the full stay, I contacted management about the promised credit. It wasn't applied. Later that day, Andrew called with explanations, saying they hadn't been able to clean and resell the room because we'd told them too late. He also wanted me to understand the hotel's point of view. I've worked in multiple hotels and departments, so I know how it works. What I can't understand is why they offered a credit and then didn't honor it. If you won't follow through, don't offer it. The customer service was very poor, and I feel they lied to us. I'm shocked this is a Marriott brand. I attached proof of everything. I'm glad this happened now so we know never to book here again. I don't recommend this hotel, and it will be the last time we stay.

Breakfast was good, and they had all Pepsi products. The rooms were nice and clean. I could cool mine down to 57°, which made for a great night's sleep.

I'm a Platinum Elite Marriott member, and this experience was unacceptable. A billing system change seems to have left the hotel unable to tell me my final bill. There are pending charges of more than $1500 on my card, plus over $200 in posted charges, which is more than twice what I estimate I owe. They wouldn't give me all my billing information and said they didn't know the total yet. I'd stay somewhere else, not at this location.