Dear SpringHill Manager,
I am writing to express my deep disappointment with the service my wife and I received during our recent stay at SpringHill Suites while celebrating our first wedding anniversary. Given that we chose your hotel expecting a high standard of service, our experience fell far below what should be acceptable for a 4-5 star establishment. We checked in and had an enjoyable day exploring the city. Saturday evening, when we returned to our room to relax, we encountered a major issue with the bathroom. After I used the toilet, we noticed the water rising, which indicated a clog. My wife checked the toilet and noticed it was also visibly dirty under the rim, suggesting it had not been properly cleaned. I called the front desk to request maintenance, only to be told that maintenance was unavailable. My wife then asked if we could at least get a plunger to address the issue ourselves. The staff member put me on hold for approximately 25–30 minutes, only to return and inform me that no plunger could be found, as it was likely in another guest’s room. When I asked whether someone was sent to retrieve it, I was told no. I asked for a solution, and the response was completely unacceptable: I was told that we could use the lobby restroom. This was not a viable option, as my wife has a medical condition that requires frequent restroom access at night. I find it unreasonable especially one dressed for bed to leave their room and go to a public restroom multiple times.
