SpringHill Suites by Marriott Riverside Redlands

The room was clean and spacious, but that was the one bright spot. Parking was full every time, and there was nowhere nearby to leave the car. Apparently an event was going on, and the hotel didn't control who could park there or how many cars guests brought. When I found the toilet in my room was broken and asked for help, I was told I should have reported it as soon as I arrived because the cleaning team had already left. I ended up changing rooms twice. The customer service was rude and unhelpful throughout. Manager Sulvino Diaz showed no interest in helping either. I've stayed at many Marriott hotels in NYC, DR, and Mexico, and this was the worst experience for service. Find another hotel.

The staff were great, and the location worked well for both business and leisure trips. Rooms are spacious, comfortable, and nicely equipped with modern amenities. A fantastic hotel.

The room problems kept piling up. The TV in my first room didn't work, and after the receptionist couldn't fix it, I asked to move. She initially said they were short on rooms and might only have a double Queen on another floor, even though that wasn't what I wanted. I had to plead with her to check for the same room type on my floor. She said she'd call, but the phone rang only once and stopped before I could answer. She then came to my door with a new key and told me I'd have to go downstairs that night to return the old one, despite seeing me in nightclothes and knowing how late it was. I finally moved my things close to midnight. The TV in the new room froze too. After washing up, I found the sink had overflowed because its stopper was plugged. I cleaned it, then unplugged and replugged the TV. It eventually came back on, and I could finally end the night. Earlier, after I arrived on a weeknight following a long, difficult trip, the receptionist said my reservation had no AAA request and the hotel was sold out, so there was nothing she could do about the discount I'd been promised for that night. I'd called weeks ahead and had been told the AAA discount applied to the one weeknight, but not weekends. I offered the names of the people I'd spoken to, and she said that wouldn't change anything. She made no attempt to help. When I called on the morning my stay was due to end to ask for another night, I was told I had to book online, then come down with ID and payment. I politely asked whether I could extend by phone or in person, and she sharply repeated that I had to use the website and come down with my ID and payment. The day before checkout, I also asked if I could finish the extension process after returning from a wedding. She said they'd need to run my card before I left. I asked if she was implying I didn't have the money and said the remark felt offensive. She barely responded and didn't apologize. When I handed over my card, she announced that the payment had gone through. I tried not to connect the treatment to race, but the stares and outright rude remarks, along with the other incidents, left me wondering. There was no housekeeping until the end of my trip, and the room failures and seemingly deliberate inconveniences added to the feeling that I wasn't welcome. I'd been stressed and just wanted a short break from normal life. This was the opposite. I've never felt such an unwelcome atmosphere at a hotel. I will never return, and I'll contact the Better Business Bureau.

Val helped me through a hard time after I lost my home in a fire, and I really appreciate it. This is such a warm, friendly place, with clean rooms and great service. Breakfast was good and healthy, and Val takes care of any hiccups. Thank you, Val.