Residence Inn by Marriott Springfield Old Keene Mill

We were in room 101 and found live cockroaches in the bathroom, kitchen area, bedroom and hallway. The room looked clean at first, but it really wasn’t. I’ve never had cockroaches in a hotel room before, and I was truly disappointed.

The front desk staff are friendly and helpful, parking is free and convenient, and the breakfast looks good, though I haven’t tried it. There’s always coffee, but no decaf, which makes no sense. Food is easy to find on foot, with everything else within driving distance. If you have a pet, there’s a very good 24-hour emergency vet two blocks away and three other clinics within a block or two. There isn’t a dedicated dog-walking spot. The waste bags and bin are on pea gravel that may be hard to walk on, and there are loose bricks along the way. At night that secluded area feels very unsafe. I’m on the first floor, and the room’s size and layout are disappointing. It’s quiet despite being by the lobby, aside from traffic, but the HVAC is noisy. Housekeeping was a letdown: even when I was on the schedule, they didn’t show for three days. Then they threw away something I’d put outside my door for a company to pick up, within hours. For your own trash, you have to use the outdoor dumpster unless it’s just a small bit. The TV options also disappointed me. Netflix only works if you already have an account, and although I do, I couldn’t set it up, so I mostly watched TV on my phone. The business center is just a computer, keyboard, monitor and printer. I would stay again, but would want a different room.

Some of the staff were pleasant, but this three-week stay left me with little desire to come back. I checked in on a Saturday, and despite signs saying housekeeping would come every two days, my room wasn’t serviced until Wednesday and then not again until Sunday. The bar hours were just as unclear. Signs around the hotel gave different schedules, with some saying Monday through Saturday, 5-10 PM, and elevator signs suggesting it was open all week. Staff told me it only runs Monday through Friday, so planning around it was difficult. The guest laundry sounded useful, but a dryer damaged several pieces of my clothing. I found a sock caught in the drum seam, and pulling it out also loosened part of what looked like an internal liner. I reported it, but it seemed they just pushed the material back into place. I was offered a credit toward my room, but my damaged clothes weren’t replaced. I later heard other guests had similar dryer complaints. One of the two elevators was out when I arrived and still wasn’t working three weeks later. As I understand it, it had already been down for several weeks, more than six weeks altogether. Relying on the one slow elevator was a real inconvenience, especially at busy times. The unreliable housekeeping, mixed messages, maintenance problems and long-running elevator outage made for a disappointing stay.

We’ve stayed here about five times to visit our children who live here, but after this visit on 4/6/26, we won’t be back. The food was good, but the main problems were cleanliness and safety. Each time we checked in, the room smelled musty, and this time was the worst. The carpet was threadbare, badly stained and smelled like a dog. The mattress needed replacing, the kitchen and bathroom tile felt sticky, and the kitchen table had drink rings left on it. On our last three visits, only one of the two elevators worked. The working one had no inspection posted, just a notice saying the certificate could be found in the manager’s office. The kitchen floor was sticky too, and one coffee decanter didn’t keep the coffee hot, so it may need replacing. Basic cleanliness and safety were seriously lacking.