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Business Profile

Hotel Reservation

SpringHill Suites

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:10/08/2025

    Type:Billing Issues
    Status:
    Unanswered
    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.
    We stayed at this facility 9/16/25 - 9/19/25 and were charged an incidental fee of $60 ($20/day). Normally this charge drops off our credit card 3-4 days after our stay. It is now going on 4 weeks and is still charged to us. I have called 8 times. I have been told it was because SpringHill uses a 3rd party billing service. Then I was told it was because the stay was booked through a 3rd party. I have contacted these 3rd parties and both say it is because SpringHill has not canceled the charge. I called 10/7/25 and asked to speak with the manager. I was told that I could not speak to the manager unless I became a BonVoy member.

  • Initial Complaint

    Date:11/04/2024

    Type:Product 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've made a reservation to 3 nights (November 2nd-5th) to Springhill Suites **********. At the morning of the check in, I receive a mail saying they are overbooked at they moved me to another nearby hotel.There are several wrong things here:1. They never approached me and asked me if I am willing to accept the change because they're overbooked. They just did this without asking me.2. They offered no compensation, as the other hotel (Express Inn Suites **********) is significantly less good, especially the rooms which are extremely opposite - the newer hotel rooms' are old and small, whereas Springhill Suites literally have a fancy big modern suite.3. The new hotel has by default complimentary breakfast, whereas I paid nearly 100 dollars for breakfast for those 3 nights.4. The newer hotel is significantly CHEAPER per night, and reminding again - no partial refund was offered.5. When trying to reach them out, all I got was "we apologize, nothing we can do".6. Also, they took the payment 3 days prior to the arrival and yet again, no compensation was offered.I sincerely request you to look into that.I intend to file a small case lawsuit against them as well.Thank you.

    Business Response

    Date: 11/09/2024

    Please read the attached letter.

    Thank you for your time

SpringHill Suites is NOT a BBB Accredited Business.

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