SpringHill Suites by Marriott Voorhees Mt. Laurel/Cherry Hil

I rarely post a negative review, but I'm really frustrated with how this was handled. We had a booking for a soccer tournament this weekend, which was canceled because of weather outside our control. I understand the reservation was non-refundable and that policies exist, but there's still room to do right by a customer. I wasn't asking for a full refund. Since check-in was today, I offered to pay for tonight and asked for help with the remaining nights. I booked through a third party, and when they contacted the hotel, they were told nothing could be done. I then called directly and spoke to the manager, Julie. After I explained the situation, the answer was still no: no refund, partial credit, discount, or attempt at a compromise. Just “that's the policy.” A lot of families were probably coming for this tournament and facing the same problem. It happens every year, and handling cancellations with some flexibility could have built goodwill and brought families back. Instead, the hotel lost me. I'm a Marriott member and travel often, and my expectations felt fair. I wasn't asking them to take the entire loss, and I would have paid for the first night even though the cancellation wasn't my fault. I've stayed here before, and with my kids likely playing in similar tournaments later, we might have returned. After this, I wouldn't choose to stay here again. Policies matter, but so does customer service. A manager should try to manage a tough situation and make a reasonable decision, not just repeat the policy. That didn't happen.

The room was good, the facility was wonderful, and being able to open the window a little for fresh air was a real plus. The pool seemed to have a bit too much chlorine, and by 8:42 the hot breakfast food, ham, was almost gone even though breakfast ended at 9. Sonya wasn't kind when I showed her my Marriott egift card. She said I needed to use it at checkout the next day. In the morning, Saprea told me I could've done it at check-in instead. She spent 15 minutes calling the manager and figuring out how to help, rather than delaying things like Sonya had. When I asked Sonya for an extra blanket, she told me to come get it, and the bathtub stopper never arrived. She did bring us extra pillows. Saprea was very nice.

The walls are thin, and you can hear noise from the floors above because they're not well soundproofed. Even so, the staff were helpful and friendly all around, and getting here was easy. Sonya at the front desk and DeMaris and Flore, who run the breakfast bar, were phenomenal. I had a wonderful stay and will definitely be back!

The front desk worker on this afternoon shift was extremely rude. The guest laundry dryer wasn't working at noon. When I checked again after 4 p.m., there was no “out of order” sign. I went to the hotel laundry to ask where I could buy supplies, but that employee spoke only Spanish, not English. She called someone who said the laundry had been fixed. I then asked reception where I could get coins. The receptionist said the laundry didn't work. I explained there was no sign and that I'd just been told it had been fixed. She said she didn't know anything, walked with me to the guest laundry, saw there was no sign, then looked in a bin and pulled out paper signs saying “out of order.” I suggested it might have been fixed, but she stuck the signs back on the machines. When I asked for help finding coins or exchanging them using a card or Zelle, just $2, she rudely told me to go across the street. We'd traveled halfway around the globe and been awake for 16 hours. I asked if she could help. It was an international hockey tournament, and she was saying the laundry wouldn't be fixed until next Tuesday? I can't write down the whole exchange, but she was very unfriendly. I eventually found coins, and the machines worked. She could have checked, which I assume is part of the job. Hospitality used to mean something, but not at Marriott Philly.