SpringHill Suites by Marriott New Orleans Warehouse Arts District

Everything else was okay, but the TVs were a letdown. The first room only had a few local channels and the rest were scrambled. When the engineer checked behind the TV, he found the cable box was missing. We moved to a room with cable, but that TV’s picture was awful and had a blue tint, so watching a movie was hard. I booked a staycation for me and my kids to change the scenery, and we couldn’t have the movie night we’d planned.

The lobby and rooms are in good shape, and the location is ideal for a conference at the Ernest N. Morial Convention Center. The treatment of Ambassador Members, though, was massively lacking. I was there for two conference days and had requested a 4 pm checkout because I was speaking at 2 pm. The app approved it, but on checkout morning the desk said they’d cancelled it because of my room type and needed the room. No one had told me in advance. I explained I needed time to finish my meeting and change before my flight, but they wouldn’t budge. They offered to hold my bag and provide somewhere to change. I agreed without arguing, then returned to find the “room” was the public bathroom by the pool, the most unhygienic bathroom I’ve ever seen. Avoid this place if you’re a loyalty member. They’re in a good location and can keep treating people this way.

The hotel’s air conditioning failed throughout the property, making it unreasonably uncomfortable to stay. When we went to the desk for help and a solution, the manager on duty was rude and unhelpful. We chose to leave because of the conditions, but she refused a refund, even though they were outside our control. As a Marriott Gold Elite member who stays with the brand often, I expect a level of service and professionalism this fell well short of. The lack of empathy and refusal to offer a reasonable resolution were deeply disappointing. I’m requesting a full refund for the stay and hope Marriott addresses both the service at this property and how situations like this are handled. I value the brand, but experiences like this make it hard to keep choosing its hotels.

I booked a suite with two kings four months ahead, and my approved early check-in was still followed by a wait. At first the desk said the room wasn’t ready but should be soon. We walked around town, came back at 4 pm, and were told it would take another ten minutes. At 5:30, an hour and a half after check-in, they said they didn’t have the room I’d booked and “upgraded” us to a smaller room with one bed. There were four of us, so I went back asking for a room with two beds. They said they were working on it and would call when it was clean. We went to dinner and returned at 10:30 pm, only to be told the room didn’t exist and housekeeping had left for the day. I asked for any room with another bed. The front desk was dismissive and argued with me, even though I never got the room I’d booked three months earlier. Truly the most insane experience I’ve ever had. I’ll never stay here again, and I’d warn anyone else to stay far away. 0/10 for the hotel and front desk.