SpringHill Suites by Marriott Richmond North/Glen Allen

I had to leave and pay for another hotel after learning the pool was closed for maintenance, even though I had called several times to check that it was open, including the day before we arrived. Staff kept telling me it was up and running. The closure wasn't mentioned before arrival or shown on the website when I booked or checked in. I had planned this trip for my grandson's 16th birthday because of the indoor pool. I also booked an accessible suite with a walk-in shower, but the emergency phone in the bathroom had no dial tone or sound. I reported it and it wasn't fixed during our stay. Since the pool stayed closed longer than initially indicated and the hotel couldn't provide what had been promised, I checked out early. I checked in on November 8, 2025, and checked out on November 10, 2025. I'm seeking $776.32 for the unused days I wasn't at the Springhill Hotel.

The biggest problem came when I stripped the linens before checkout and found the twin trundle mattress, described as a pull-out sofa bed, badly soiled and stained. My child had slept on it all weekend. I showed the manager photos, reported it, and disputed the charges. Management agreed to refund one night in the complaint to expedia, acknowledging the conditions were unsatisfactory in my opinion. There were other issues too. Our room, 110, was by the elevators, and one elevator was being worked on. Scraping and banging woke me each morning. I understand updates are needed, but workers should follow quiet hours too. On Saturday night, the front desk associate was visible in the back room, sound asleep. I called out when I went to buy water with my child, but she didn't stir, so we took our water and left. I told management the next day. When we arrived at Springhill Suites in Glen Allen, a sign said the pool was closed for maintenance and would reopen the next day. A guest in the lobby said he'd paid the front desk to shut it for the weekend because of all the kids there for a weekend football tournament.

I was too exhausted to drive home safely in the dark, so I stayed for what became the worst four hours of sleep I've had, then left. The hotel was freezing, and when I requested blankets through the app, I was told nobody could bring them because the front desk person was the only staff member on site at 8:30 pm. With the phone not connected, I kept wondering what would happen in an emergency. There was an ambulance at the entrance when we arrived, and the person checking us in had no idea why it was there. I understand they might not be able to share details, but not knowing why an emergency vehicle was on the property was baffling. The room was filthy. There were questionable stains on the couch, dust bunnies, a wet ice bucket, and red solo cups behind the television. The carpet was dirty and coming apart in spots, there were no bed skirts, the reading lights over both beds didn't work, and the phone wasn't plugged in or connected to a line. The hallways were just as bad, with trash around and stained carpet everywhere. It looked like they hadn't been vacuumed in at least two weeks. I'm a Titanium member and have stayed at Marriott hotels in every state and several countries, across different tiers. I know a Fairfield Inn isn't a JW or Edition, but I've come to expect a consistent level of service and cleanliness for the brand. I can't understand how this property claims to be a Marriott.

Mina at the front desk was so helpful and had a great personality. The customer service was amazing, and the housekeepers were great too. I really liked the rooms. I enjoyed staying here.