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Business Profile

Hotels

SpringHill Suites Springfield North

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:07/13/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a room in Springfield Illinois for. May 11 and 12 2023. The wesite changed it to Springfield Missouri. I paid $427.00 for 2 nights. When I checked in to Springfield Illinois I was told about the booking being at the wrong hotel. The clerk said it happens frequently. I contacted the customer service and they said they would not change the service. I stayed in springhill Springfield Illinois for two nights and had to pay an additional $430.00 for the same two nights. Two nights in a low budget Marriott hotel cost me 857.00. I was scammed by the hotel booking service and they wouldn’t even consider trying to make it right. The people working for the hotel chain know it’s happening but aren’t allowed to fix problems. I think it’s a hotel scam and I’ve learned an expensive lesson. I feel I was cheated and I wondered how many times this happens a day at the Marriott hotels. Bait and switch reservation ********

    Business Response

    Date: 06/20/2023

    We are in contact with the hotel that charged Mrs. ****** in error to see if the charges are valid and can be returned.

    We have sent an email with the complaint to the SpringHill Suites in Springfield, MO.

    Customer Answer

    Date: 06/21/2023

     I am rejecting this response because:


    They didn’t even get my name correct. How can they honestly try to correct this problem when they don’t bother to get the name correct. I don’t think this is in good faith. Thank you 

    Business Response

    Date: 08/07/2023

    The guest's reservation in Springfield MO was booked through a third party, so I believe it would have been their error. I imagine it was also the third party that told the guest they could not get a refund, as it is our policy in such a case to issue a refund. The reservation was booked as non-refundable room requiring an advanced deposit of $269.57 for the two nights. I'm not sure where the $427.00 is coming from, but I've attached the folio showing that we only took the deposit of $269.57. We would be more than happy to refund the $269.57, given this was an honest mistake. This refund will go through the third party, so the guest should reach out to the third party to ensure that gets credited to her card.

SpringHill Suites Springfield North is NOT a BBB Accredited Business.

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