Springhill Suites Fayetteville Fort Bragg

I used points to book, and it was well worth it. The four stars are down to my own preferences, since it's still a good hotel. In the residential suite, the bathroom was roomy and bright, but the bed felt a little too firm for me. There weren't proper overhead lights in the room, so unpacking after midnight was hard to see. The rain shower could also use a bit more pressure.

Customer service was terrible, and the front desk didn't seem to know the benefits. I'm a Gold Elite member, and the written terms say late checkout is 2 p.m., but they said it was noon. This hotel is the only one that treats the benefit like an inconvenience to guests spending their money. I stay at several Marriotts every week, and other Marriott hotels honor the level of benefits. That makes this especially alarming. Saying it's subject to availability is a lousy excuse when what I spend says otherwise. The staff need to be educated, starting at the top.

Everything else was nice, but the internet was frustratingly slow. I couldn't connect my government computer, and after I complained, I was told an internet technician would help. Nobody came, and no one followed up. Luckily I thought to use my phone as a hotspot, which was faster than the hotel's wireless. Nice hotel, but the internet kept it from being a five-star stay.

Mallerie at the front desk was the best hotel customer service I've experienced. She was kind, welcoming, and eager to help, with a warm tone and a friendly smile. She made sure my stay was as good as it could be. Someone should give her a raise or a bonus!