SpringHill Suites by Marriott Scranton Montage Mountain

My boyfriend's work travel is what brought me here, and I'll stay here whenever I visit him. I booked through Expedia just five minutes before arriving, after calling first to ask if I could check in at 1 p.m. The woman who answered was kind and said a room was ready. When I arrived, she was just as friendly and checked me in right away.

I slept really well in this spacious room, with quiet surroundings, curtains that kept out the light, and a pretty view of foliage and mountains. The bathroom was spotless, the towels were plentiful and clean, and the pristine linens and comfortable bed were great, though the mattress was a little soft. There's also a large closet with lots of hangers. The hotel could look much better if it cleaned the stained carpets, which make the place seem seedy. I'd prefer laminate flooring since it's easier to clean. My toilet kept running because the flapper needs replacing, wasting water. The office chair smelled unpleasant and had white crusty splatters, so furniture needs the same careful cleaning as the bathrooms. One elevator was out of order, which wastes guests' time and makes the hotel look poorly maintained. Repairs and upkeep would help this well-appointed place work and look its best.

Our room had a huge dip in the bed, and it seemed unlikely that it had happened the night before. We also had no toilet paper or tissues, and the phone didn't work. When I complained, they said they couldn't offer a credit because we booked through a third party. I guess they only take responsibility when you book directly. The service and location were good, and we chose this Marriott based on positive reviews, though about five other hotels were within walking distance. I'm writing because I don't agree with those reviews. Choose one of the other hotels.

The staff were nice and friendly, but this hotel is badly neglected and I wouldn't recommend it until the problems are fixed. Both queen beds had deep sinkholes, and we woke up with terrible backs. The carpets throughout were stained, and I doubt they've ever been cleaned; the couches were stained too. The Jacuzzi jets were marked as broken, though the tub still worked, and the pool was ice cold. The gym was broken when we visited six months ago and still was, and one of the two elevators was still out. Breakfast was overwhelmed: there used to be two workers, but now there was one, trying to serve more than 70 people the morning after Christmas. The trash cans overflowed onto the floor and food ran out, though she did her best. It seems like this could have been planned better. We ran out of toilet paper, and it took 15 minutes and visits to four areas to find two rolls. It feels like there's no money going toward fixing anything.