SpringHill Suites Montgomery Prattville/Millbrook

I gave 2 stars since the front desk staff were very polite at check in... I usually do not leave bad reviews, but It is 1:00AM and apparently a person is unable to get in their room. So staff has been there for a while now trying to get into the room. Very noisy. The room wasn't very clean. Sticky stuff on the nightstand and shower door very gross. The room had an unpleasant smell... The AC doesn't work well. Very warm. I will not be staying here again.

We have been loyal rewards members for years. Today we booked a room, through the App and quickly got a call saying they were overbooked. She recommended we stay at the Tru by Hilton down the street. When we arrived at our new room at the Tru, it was dirty and there were roaches. Why would someone from a Marriott property recommend we go to a dirty, roach infested Hilton property. I guess being a loyal member is not what it used to be.

The front desk agent at check in was excellent. Staff in the morning were very friendly and helpful. Rooms very clean and comfortable. Nice location off of interstate. Did not have breakfast, but asked for a piece of fruit after breakfast hours.

This hotel has a great location. Breakfast was really good with a great variety of food to choose from. The room was nice and spacious as well as the bathroom. My only complaint about the bathroom is that the drain is broken and doesn’t hold water in the tub unless you hold it down. I would stay here again in the future!

We had a reservation on 6/28 for the Springhill Suites Montgomery Millbrook/Pratville. I had received a mobile key that afternoon and asked if I needed to do anything else to check in, and was told no we are good to go, go on to our room. We used our mobile key to attempt to enter our room and were not able to get the door to open after several attempts. The light turned green but the door would not open. I returned to the front desk and spoke with the young woman who had red hair. I let her know our mobile key was not working and requested room keys. I also requested extra bedding as there are often times we have to call for it for the sofa bed, so wanted to get ahead of that since it was so late. I was told no, what we needed was in the closet in the room. I asked if when I got back to the room and found that it was not there, if someone would bring it up. I was told “no, I guess I’ll go ahead and give it to you now”. I returned to our room, and the keys did the same thing, turned green and door would not open. My husband returned to the desk this time, and was told the trick to get in, because “the doors kind of suck here”. We were able to enter the room and were quickly greeted with a blaring television on, a bed that was unmade and clearly slept in and wet towels on the bathroom floor. We immediately left the room, carried our belongings back down and returned to the front desk.I let her know that the room was either occupied by someone or had not yet been cleaned. She essentially gave me a shoulder shrug and I asked for a new room. She let me know that there were no other rooms. I asked if we could have someone clean this one, she said there was no one to clean it. I asked what we are supposed to do, and was given absolutely no options or help. I asked if I could speak with a manager and she said it’s after hours, there’s no one I can talk to. She agreed to give me an email, which was Triniece Griffin. As of today, after calling twice and emailing, I have received no response from her. Our only option was to go find another hotel and asked for our money/points back for this one. Again, she offered no assistance in locating anything nearby, compassion or care for the fact that a room that we have had booked for months was unusable in the middle of the night. I am a reasonable human, I know things happen, but the absolute disregard for the situation we were put in by this hotel or compassion for my exhausted children was honestly shocking. I would absolutely not recommend this hotel due to the terrible customer service and disregard from management in resolving this issue.

Sometimes appearance isn’t what it seems. The hotel is beautiful from the outside and in the lobby, but that’s it. I had high expectations for this hotel considering its age and not that old. I am extremely disappointed with the cleanliness, lack of basic services, extremely poor breakfast options, and the absence of front desk employees. It was great to be recognized and thanked upon check in by the desk agent for being an Ambassador Elite Member, but beyond that, status meant nothing. The first room I was given was room #402. The room was not properly cleaned. The carpet had not been vacuumed and there were a lot of dead bugs on the window seal. The sofa pillows were stained so bad and extremely dirty, I had to turn them over. I went down and requested a vacuum. They came up and vacuumed the carpet withing 15 minutes of my request. The next morning, I found several live bugs crawling on the wall in the closet. I immediately removed all my clothes from the closet. I brought my concerns to the morning desk clerk around 6:45 AM and I requested another room. He did not seem to care much (even after showing him photos of the bugs) and told me “When I return in the evening, let the desk agent know and they will try to find me another room. When I arrived back later in the evening after work, I expressed my concerns again to the front desk clerk and requested another room. She did not seem so happy with my request. After showing her the photos of the bugs, her words were “oh, that’s just lady bugs”. I don’t care what kind of bugs they are; I didn’t want them in my room. She gave me room #113 right next to the mechanical room. This room was very noisy, especially around 4:00 – 4:30 AM when the breakfast attendant arrived. Every morning, I could hear was doors slamming as she or someone else went in and out of the mechanical room. Also, the conversation between her and others was very loud. I did not sleep much. This room was also not properly cleaned. There was a used coffee on the counter and a used single serve coffee k-cup in the coffee maker. The lock / door handle had a malfunction and entering and exiting the room was extremely difficult. To get in and out of the room, I had to turn and lift on the door and handle at the same time. The tiles are coming off the wall in the bathroom. The iron had black stuff caked to it, therefore, I could not use the iron. I guess the icing on the cake was, I stayed a total of 5 nights, and never received housekeeping service. Somone did come into the room and leave fresh towels, but did not remove the dirty towels, nor did they do a room refresh. Breakfast was the worst that I have ever experienced at Springhill Suites. First, the eggs looked horrible, under cooked, and piled so high, the quality ******. No regular milk for cereal. As an Ambassador Elite Member, I am disappointed with the lack of attention to the basic needs of the guest.

Overall the room was clean and comfortable, but the front desk staff and breakfast attendent need retraining in "Cusomer Service" ! Upon check in, were told that we'd have to wait till after 3:00 pm to check in "No Exceptions" ! I found out later that my room had been released for check in at 1:30 pm . The front desk clerk had a very bad attitude and had better things to do that provide "Customer Service" ! As for breakfast, the food was above average and the bar was well maintained, but the attendent was having a bad hair day. She slammed utensils and chairs around and when asked a question she ignored several customers. When I mentioned this to the front desk clerk, I was told that she's always like that, but it's very hard to find good help these days ! It might be a good idea to do a "Secret Shopper" evaluation and consider some employee replacements.

Very beautiful place- rooms nice rooms and staff but corporate cuts corners here. Governors on all air controllers in the room - it was as hot outside at night and the temp regulation in the room changed drastically in the night - breakfast - instead of milk in small cartons it was in small pitchers endlessly running out- no potatoes- just eggs and sausage- I know this is a bit picky but for $180 per night plus tax- I reserved 2 rooms- - I expected a little more not a little less- those are just a few of several noticeable things - not to mention the huge field of grass 3 feet high at the entrance- make a little less and make me want to not compare it to the Courtyard or even Holiday Inn Express

I'm conflicted on this review because I initially had a great impression of this hotel. The front desk clerk was friendly when I checked in, and the room was clean and comfortable. The breakfast was typical/decent. The hotel employee who was checking things at the breakfast each morning I was there was friendly and professional. My problem arose two days after checking in when housekeeping "cleaned" my room. I do not wish to have my room serviced in hotels so I always indicate this as well as place the "Do Not Disturb" sign on my door. However, the room did not have a sign for the door so I assumed the hotel (since it's relatively new) must have opted for eco-friendliness and utilized the app only (which is where I indicated no housekeeping since that was an option). I also quickly looked around on the first floor and didn't see anyone else with DND signs on their door that morning so I left and went to my all-day meeting. Upon return to the hotel, I noticed my bed had been made which was a bit irritating given I specifically chose the "no housekeeping" option in the app. Upon further inspection, I noticed the trash cans hadn't been emptied, and the dirty towels were not taken, but they were replaced with new towels. I thought this was odd, but shrugged it off. Then, I noticed a plastic bag of items was missing (but the Oreo cookies that were in the bag were sitting on the counter). Weird. Had the cookies not been still there AND the trash been emptied, I would have assumed the bag was accidentally thrown away even though it was sitting on the counter. In the grand scheme of things, this wasn't a big deal because all that was in the bag was a toothbrush, toothpaste, and panty liners that I purchased upon arrival in Prattville. I immediately went to the front desk and explained what happened, and while the gentleman gave me two toothbrushes and three toothpaste packets as well as 3 pads (which aren't the same as panty liners so were useless to me really) there was no apology provided. He told me they can't see what's in the app so I was then puzzled because why would I have an option to select "no housekeeping" if the hotel can't see what I select? Also, why is there not a DND sign in the room?! This whole exchange was bizarre to me! He was a bit nonchalant about the whole thing which made me wonder if this wasn't the first time it'd occurred. Additionally, another employee wondered if my room was cleaned by the "new girl who'd only been there about 2 days", but the gentleman shook his head no. Again, he was a bit too relaxed about basically theft of a guest's belongings. It was a few dollars worth of items, BUT what if the items were more expensive? Theft is theft, and I wouldn't want my employees taking items from guests' rooms. As I mentioned, I thought the hotel facilities were nice, and I was thinking I'd stay in this same hotel when I return for my next business trip in the area, but sadly, I will look elsewhere because of (1) the theft, (2)