Springhill Suites by Marriott West Palm Beach

Shakira was so pleasant and helpful, and the breakfast staff were great about making sure everyone had what they needed, even with it being continental. The rooms were nothing fancy, but clean and fine. The carpets throughout really need to be cleaned or updated soon. They take away from the rest of what the hotel has going for it.

The staff were pleasant and attentive, parking was easy, and the breakfast went beyond just pastries and coffee. Still, I feel we overpaid for three nights at $505.11. There was a strong musty locker-room smell as soon as we walked in, and the pull-out sofa had visible bodily discharge stains all over it. We went out to buy incense and disinfectant cleaner. There was also a clear glove under the sheet, likely left by housekeeping. The TV only got local channels.

The two people who made this stay bearable were London Holland at the front desk and “Z” at the breakfast bar. London greeted me warmly, handled requests with grace, and ran the desk like she belonged at the Four Seasons. She deserves better than this property, and I’m sure a luxury brand would recognize her talent. Z brought energy, attentiveness, and care to breakfast. She deserves a promotion, though I doubt she’ll get one here. The building and service around them are another story. My impression is that the hotel is completely apathetic. The lobby feels depressing, the rooms are dingy, and maintenance seems to have stopped caring about the place two decades ago. There were mismatched lightbulbs in the room and stained carpeting that should have been dealt with years ago. A wet washcloth sat on my floor untouched for two days. I mentioned at check-in that there was no conditioner in my room and was told it would be handled. It wasn’t the next morning or the morning after. When I called again, London took action. That evening shampoo and conditioner finally arrived, left on the counter instead of put into the pump dispensers. The bathmat looked like it had tobacco leaves on it the first morning. I expected it to be replaced. The next morning I put down what I thought was a fresh mat, then saw the same two leaves. They never swapped it during my stay, just hung the damp one back up each day. Towel counts were a daily lottery, two one day and three the next, with one washcloth some days and none on others. Housekeeping took the plate and crumpled napkin I left by the bar area but left the empty juice bottle exactly where it was. This property is wasting two exceptional employees. London and Z, you’re both stars. Everyone else needs to wake up. Your best people are carrying a building that’s falling apart around them.

I had a horrible check-in. London, the attendant, gave me attitude while I was trying to get settled. Breakfast was one of the worst hotel breakfasts I’ve had: cold eggs, empty coffee machines, and a disgusting dining area. Nobody asked how my stay was. I wouldn’t recommend this hotel or come back.