Springhill Suites Phoenix Glendale Sports & Entertainment District

I picked this place for a Packers game, even though I usually stay somewhere cheaper. Meeting Packers fans from around the country was fun, and it’s close enough to walk to the stadium or arena. There are also plenty of restaurants nearby and the freeway is easy to reach. It’s a reasonable choice if you’re able-bodied and going to a game or concert, but not somewhere I’d pick to get proper rest. The biggest issue was the noise. Doors slammed incredibly loudly, and the gaps underneath let you hear people talking in their rooms. I could hear housekeepers shouting in the morning, and even my white noise machine didn’t cover the early door slams. The hall floors felt mushy, and there were bags of garbage in the hall, full bins at the bottom of the stairs, and dirty laundry piled by an open chute. The room wasn’t dirty, but the place looked shabby and cheaply built. The shower’s sliding glass door kept rolling open, there was no bathtub, and the AC and heat worked, though the controller said its battery was low. The room layout was unusual, with a sitting area and a TV on a dresser that could turn toward either that area or the bedroom. I appreciated having a microwave and a decent mini fridge, though it had no freezer for cooler ice packs. I normally stay at Courtyard by Marriott, where I miss having a microwave. Staff at the front desk were polite, but often nobody was there. It seemed to be one person at a time, so there was no coverage when they took a break, which was irritating when I wanted to buy something at the lobby market. The TV also kept greeting different people through the Marriott Bonvoy channel. First it welcomed Melanie, then shut off about ten minutes before my 11 AM checkout as if Melanie needed the room, and later it welcomed Margaret. I worried they might somehow try to get into my room, but luckily neither did. I booked here because of the no-pet policy, since I’m allergic. With how much noise travels, it seems like a good policy. I don’t understand why someone would sneak a dog in and disturb guests when so many other Phoenix hotels allow pets. This place wasn’t cheaper than the alternatives, either.

My daughter has a heart condition, so we travel with her professionally trained cardiac alert service dog. We booked through the Marriott Bonvoy app, read the service animal terms, and saw no requirement to tell staff in advance. Under the ADA and the property’s policy, I understood that we didn’t have to disclose it beforehand. Nobody at the hotel asked whether the dog was a service animal or what it was trained to do. After checkout, I got a phone alert that my card had been charged $100. I called while leaving town and was told it was a pet fee. I politely explained that the dog was a trained service animal, but the staff member became rude and argumentative, saying I hadn’t disclosed it. I apologized for not telling them, though I didn’t believe I was required to. I asked for the manager and was sent to voicemail. I left a polite message three days ago and still haven’t heard back. We weren’t treated with respect or like valued guests. I often stay at Marriott properties, with seven nights booked this year and over 64K points, but we won’t return to the Springhill Suites in Glendale. Marriott can do better. If you or someone in your family has a disability, I’d avoid this hotel.

For the $300-plus a night we paid, I expected a much better experience. I travel a lot for work and have stayed at plenty of Marriott hotels. I know a Springhill isn’t a Westin or a boutique hotel, but this was still disappointing. The shower door kept rolling open about seven inches, and the toilet needed the handle held down for ten seconds or it wouldn’t flush properly. The bottom two dresser drawers were hard to open and close, as if they were off track. There was a lot of light coming through the gaps around the ill-fitting door, and we could hear our neighbors talking quietly for hours while we tried to sleep. On top of that, the conditioner ran out before I could coat my hair, both nights. I called the front desk and asked them to refill it while I was at work, but the same thing happened again the next night. Not a good stay.

I spent two weeks here on a business trip and would definitely come back for work or pleasure. The people were kind and helpful, the room was cleaned every two days, and the amenities suited my needs. I especially liked the warm pool and the jacuzzi after work. There were lots of nearby restaurants and things to do, so finding food or entertainment was easy.