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Reviews of Residence Inn by Marriott West Springfield

3 out of 5
Residence Inn by Marriott West Springfield
64 Border Way, West Springfield, MA

Reviews

8.4

Very Good

Rating 10 - Excellent. 156 out of 325 reviews" "
Rating 8 - Good. 98 out of 325 reviews" "
Rating 6 - Okay. 40 out of 325 reviews" "
Rating 4 - Poor. 18 out of 325 reviews" "
Rating 2 - Terrible. 13 out of 325 reviews" "

8.6/10

Cleanliness

8.8/10

Staff & service

7.8/10

Amenities

8.4/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

4/10 Poor

Elizabeth

Traveled with family and small children
Disliked: Cleanliness, amenities, property conditions & facilities
Housekeeping never came. Shower backed up all over bathroom floor.
Stayed 4 nights in Apr 2024
Response from Anna on Apr 22, 2024
Thank you for taking the time out to do a review. Housekeeping services are provided every other day, unless daily service is requested. We apologize if this was not communicated properly. In regards to any maintenance issues, once reported, staff should have come up and unclogged the drain for you. We hope to better serve you on a future stay with us.

4/10 Poor

Alison

Traveled with family and small children
Liked: Staff & service
Disliked: Property conditions & facilities
Dogs barking, TV didn't work in room.
Stayed 2 nights in Apr 2024
Response from ResidenceInn on Apr 17, 2024
Thank you for staying with us, we apologize about the noise and the tv. We do hope you choose us again and we can show you a better stay!

10/10 Excellent

Viamaris, holyoke

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
very nice staff and lovely hotel ❤️ I had a great time and I most definitely will go back soon. no complaints whats so ever
Stayed 6 nights in Apr 2024
Response from ResidenceInn on Apr 17, 2024
Thank you for staying with us, we are glad you enjoyed your stay!

6/10 Okay

Taylor

Traveled with family
Liked: Cleanliness
The pool is cold
Stayed 1 night in Mar 2024
Response from ResidenceInn on Apr 10, 2024
The pool is kept at 80 degrees, we do apologize for any inconvenience. Thank you for staying with us!

10/10 Excellent

Thaddeus, Springfield

Traveled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Very spacious and had enough room for myself and family
Stayed 1 night in Mar 2024
Response from ResidenceInn on Mar 3, 2024
Thank you for staying with us, we are glad you enjoyed your stay! We hope to see you again!

10/10 Excellent

Briana

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Extra space, kitchen
Stayed 1 night in Feb 2024
Response from ResidenceInn on Feb 28, 2024
Thank you for staying with us, we are glad you enjoyed your stay!

8/10 Good

Christopher

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was spacious and clean. Bed was very comfortable. Sadly the coffee maker was missing the pot. However, we were not going to make coffee anyway as they had it brewed in the lobby for breakfast. The volume button on the remote in the living area didn't work. A little annoying but not a game changer.
Stayed 1 night in Feb 2024
Response from ResidenceInn on Feb 21, 2024
Thank you for staying with us, we are glad you enjoyed your stay! Our in room coffee station is a single use machine, where you add water, the pod and then just put a mug or cup under not pot required. We hope to see you again!

6/10 Okay

John

Business traveler, Traveled with partner
Liked: Staff & service, amenities
Disliked: Property conditions & facilities
The room that was reserved was not held. The toilet paper holder is falling off the wall. The shower leaks while drawing a bath. Stains from something, mold? In ceiling corner near the bed.
Stayed 1 night in Feb 2024
Response from Anna on Feb 19, 2024
We appreciate your feedback. By letting us know where we fell short, it will help us in improving our process. We hope that we are given the opportunity to better serve you on a future stay.

8/10 Good

William

Liked: Cleanliness, staff & service, property conditions & facilities
location to I91
Stayed 1 night in Jan 2024
Response from ResidenceInn on Feb 3, 2024
Thank you for staying with us, we are glad you enjoyed your stay! We hope to see you again!

10/10 Excellent

Arkel

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from ResidenceInn on Jan 3, 2024
Thank you for staying with us we are glad you enjoyed your stay! We hope to see you in the future!

10/10 Excellent

Gail

Stayed 1 night in Dec 2023
Response from ResidenceInn on Feb 3, 2024
Thank you for staying with us, we are glad you enjoyed your stay! We hope to see you again!

8/10 Good

Erin

Stayed 1 night in Dec 2023
Response from ResidenceInn on Dec 27, 2023
Thank you for staying with us, we are glad you enjoyed your stay! We hope to see you again in the future!

4/10 Poor

Daniel, Reading

Business traveler
Disliked: Cleanliness, property conditions & facilities
Paid for a king room through Expedia, hotel could not honor a king room and I was put into a queen instead. The room smelled like cooked fish, there was some mold in the bathroom tub, and the property overall was a bit on the dirty side. I expected much more for the price and being a Titanium Member.
Stayed 1 night in Dec 2023
Response from Anna on Dec 22, 2023
We are so sorry to hear that the room type you booked did not come over correctly to our system, and that it had an odor. Our rooms do come with fully equipped kitchens, and many guests enjoy cooking their own meals. It is our intension to make rooms smell neutral prior to the next guest arrival. We are very sorry to hear that we did not make this happen for you. It is our hope to provide you with a better future stay if you return to the area.

6/10 Okay

Mike

Traveled with family
The hotel was conveniently located but the hallway outside our room reeked of marijuana. Also wasn’t aware of a $7 night parking fee.
Stayed 4 nights in Dec 2023
Response from Anna B. on Dec 13, 2023
Thank you for your feedback. Our hotel is a none smoking facility and we have a hefty fine of 250 if someone is to smoke in a room. We apologize for someone's inconsiderate behavior. If we are made aware of or if housekeeping finds that someone is smoking, we address it right away. In regards to the parking fee, it is disclosed on our website and should be on hotels.com as well. I will look into that. I appreciate you bringing it to our attention. Thank you,

10/10 Excellent

Jenna

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Nov 2023
Response from AnnaB on Dec 8, 2023
Thank you for the wonderful score.

10/10 Excellent

Cassandra

Stayed 2 nights in Nov 2023
Response from ResidenceInn on Dec 21, 2023
Thank you for staying with us, we hope to see you again!

10/10 Excellent

Ramaul

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Nov 2023
Response from Anna on Nov 24, 2023
Thank you for your feedback. We are happy we were able to provide you with a level 5 service.

10/10 Excellent

Sandra, Pembroke

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent size of studio with small kitchen, hotel has pool, large breakfast area, pet friendly and very helpful staff. Excellent value
Stayed 5 nights in Nov 2023
Response from ResidenceInn on Nov 17, 2023
Thank you for staying with us, we hope to see you again!

10/10 Excellent

Nicole

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Our room was very clean and spacious. Was the best hotel we have stayed at in the 4 years we have been staying in Springfield for Equine Affair.
Stayed 3 nights in Nov 2023
Response from ResidenceInn on Nov 17, 2023
Thank you for staying with us, we hope to see you again!

10/10 Excellent

Cheri

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very clean and comfy. Breakfast was good.
Stayed 2 nights in Nov 2023
Response from ResidenceInn on Nov 12, 2023
Thank you for staying with us, we are glad you enjoyed your stay!

2/10 Terrible

Amberly

Business traveler
Disliked: Cleanliness, staff & service
Housekeeping was very casual. I was there 9 nights before the first cleaning even though I asked at the desk 2X. After, they came at 4-5 days intervals. Housekeeping consists of sheets and towels, run the dishwasher for a single item. No mopping or vacuuming or wiping down surfaces. They left cleaning supplies and dirty towels as well as a band aid wrapper and other debris from the previous guest. It was still there when I departedThere was a broken glass in the dishwasher. Also still there. There is a mud puddle at the bathroom door unchanged since I arrived, never mopped. The night staff at the front desk is fully focused on their phones. As for Eco-friendly, why are the fire pit and fireplace burning 24/7? It's a nice property being badly run
Stayed 18 nights in Oct 2023
Response from Anna on Nov 17, 2023
We are so sorry to hear that you are dissatisfied with your stay. We would typically only skip over your room if there is a Do not Disturb on the door as that tells staff that you do not want anyone in the room. Our housekeeping services consist of a refresh every other day and full service once per week. We are more than happy to adjust that schedule based on the guest need upon request. I will review with housekeeping manager what went wrong here, and I sincerely apologize for the lack of service you have received. We would like to make it up to you.

10/10 Excellent

Christopher

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Beautiful place
The place was clean and quiet. Our room looked just as good as the photos.
Stayed 2 nights in Oct 2023
Response from Anna on Nov 1, 2023
Thank you for your review. We are happy to hear you enjoyed your stay.

10/10 Excellent

Craig

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Oct 2023
Response from Anna on Nov 1, 2023
Thank you.

10/10 Excellent

Otha

Business traveler
Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Oct 2023
Response from ResidenceInn on Oct 26, 2023
Thank you for staying with us, we are glad you enjoyed your stay! We hope to see you again in the future!

10/10 Excellent

Rachael

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
We had a short one night stay for a college visit the room was clean, and the area had plenty of restaurants some walking distance, which was great. The hotel itself was clean and well accompanied. They accommodated our dogs which come in an extra cost. Breakfast the next day was better than expected. Overall, good stay
Stayed 1 night in Oct 2023
Response from ResidenceInn on Oct 25, 2023
Thank you for staying with us, we are glad you enjoyed your stay! We hope to see you again!

8/10 Good

Siobhan

Nice room Clean facility Room at first smelt a bit stale Man outside hanging at dumpster near where cars parked- front desk clerk made aware did nothing brushed off my concerns we moved our car to front of hotl
Stayed 1 night in Oct 2023
Response from Residence Inn Staff on Nov 24, 2023
Thank you for your feedback.

2/10 Terrible

maria

Traveled with family
Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
Never again, we did not sleep, our room was just next to a back super noisy door that people and workers use. People get out to smoke and talk from 12am To 3am and again from 5am so the first night we did no sleep. In the morning we asked to please move us because we didn’t sleep tue person at front desk on 9/14 said “sorry we don’t have more rooms” second night was a bit better but at 5am the first person went out with a bang on the door and talked on the phone for 30 minutes then more and more people…. It’s unbelievable how can they have rooms next this door that everyone uses. And the door is one of those you have to push hard and the noise was just so loud on our heads because our bed was next next to the wall. So Bad bad hotel!!!
Stayed 2 nights in Oct 2023
Response from Anna on Oct 16, 2023
We extend our heartfelt apologies for the disturbance you encountered due to the noise issue during your stay at our hotel. Please accept our deepest regrets for any inconvenience this may have caused you.

10/10 Excellent

Lynda

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything great
Stayed 1 night in Oct 2023
Response from ResidenceInn on Oct 13, 2023
Thank you for staying with us, we are glad you enjoyed your stay. We hope to see you again in the future!

10/10 Excellent

LaVonette

Stayed 1 night in Oct 2023
Response from ResidenceInn on Oct 25, 2023
Thank you for staying with us, we are glad you enjoyed your stay! We hope to see you again!

10/10 Excellent

Ramesh

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
10 +
Perfect
Stayed 1 night in Sep 2023
Response from Anna on Sep 20, 2023
Thank you for the amazing review. We hope to have you back soon.

10/10 Excellent

Alfonso

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Sep 2023
Response from ResidenceInn on Sep 10, 2023
Thank you for staying with us, we are glad you enjoyed yourself. We hope to see you again in the future!

2/10 Terrible

REGINA, Baltimore

Stayed 1 night in Sep 2023
Response from Anna on Oct 16, 2023
We are sorry to hear that you did not enjoy your stay with us. We hope to better serve you in the future.

8/10 Good

Aimee

Stayed 2 nights in Sep 2023
Response from ResidenceInn on Oct 13, 2023
Thank you for staying with us, we are glad you enjoyed your stay. We hope to see you again in the future!

10/10 Excellent

Obed

Stayed 1 night in Aug 2023
Response from Anna on Aug 30, 2023
Thank you for the 10/10 review. We appreciate the feedback.

4/10 Poor

Nicole

Business traveler
Disliked: Cleanliness, amenities, property conditions & facilities
The hotel was unkept. Even after asking the rooms to be cleaned up while we were away, the tub was not cleaned at all. Actually moved out of the hotel for the final two nights of the stay.
Stayed 5 nights in Aug 2023
Response from Anna B. on Aug 21, 2023
We are so sorry to hear that you did not enjoy your stay with us. Housekeeping services are limited to a touch up every other day based on your length of stay, but if you requested full service during your stay, they should have followed through. If this was not done, I do apologize.

8/10 Good

Cindy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Horse Show
This is on par with Homewood Suites. I love the bigger square footage, the full size refrigerator, the kitchen. Bed comfortable, air conditioning was quiet, hot water nice and hot and just about immediate. I am very irked that I have to request housekeeping every day. All the chains are doing the same. Prices go up and less amenities. More light ing would be nice in the kitchen.
Stayed 5 nights in Aug 2023
Response from ResidenceInn on Aug 21, 2023
Thank you for staying with us we are glad you enjoyed your stay.

6/10 Okay

Roger

Traveled with family and small children, Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
This hotel is nice The only thing it is lacking is good customer service The front desk staff were not very polite besides the manager she was very sweet. If you are handicapped make sure that you bring a step stool if you want to get in the beds the beds are way too tall!
Stayed 6 nights in Jul 2023
Response from Anna on Jul 25, 2023
Thank you for your open and honest feedback, it has been shared with the staff.

8/10 Good

Brianna

Liked: Cleanliness, staff & service, property conditions & facilities
Enjoyed our stay
Stayed 5 nights in Jul 2023
Response from Anna on Jul 25, 2023
Thank you for the review.

10/10 Excellent

Maureen

Stayed 1 night in May 2023
Response from Anna on Jun 20, 2023
Thank you for the top rating.

10/10 Excellent

Marcus

Stayed 7 nights in Apr 2023
Response from ResidenceInn on May 8, 2023
Thank you for staying with us, we are glad you enjoyed your stay! We hope to see you again in the future!

4/10 Poor

Christina

Traveled with partner
Liked: Cleanliness, staff & service
Disliked: Amenities
The staff was great but it was a disappointing stay. It took 10 minutes for the shower to get hot. The continental breakfast was a let down. If you are not a morning person the bright lights in the bathroom will not be welcome. Expected better for the marriott brand and the price.
Stayed 1 night in Apr 2023
Response from Anna Butler on May 1, 2023
We are happy to hear that you found our staff to be great. We are sorry to hear you did not enjoy our complimentary breakfast.

6/10 Okay

Sandy

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
We were placed next to barking dogs and loud children and we're an older couple who have stayed at that location for years. And there is now a $7 parking fee where there are no other options for handicap parking
Stayed 1 night in Mar 2023
Response from Anna B. on Mar 27, 2023
We are so sorry to hear that dogs were barking near your room. We are a pet friendly hotel, but we do ask pet owners to not leave animals unattended for long periods of time. Parking fees have been in effect for the past few years and are listed on our web site as a 7 fee. I have removed this fee for you as you were not aware.

2/10 Terrible

Stephanie

Business traveler
Disliked: Staff & service
Nothing
Stayed 2 nights in Mar 2023
Response from Anna B. on Mar 20, 2023
Please let us know when you can what we could have done to make your stay more enjoyable.

6/10 Okay

Kelly

Stayed 1 night in Mar 2023
Response from Anna B. on Mar 21, 2023
We are sorry that we were not able to provide you with a 10 service. We hope to better meet your needs on a future stay.

10/10 Excellent

Timothy

Liked: Property conditions & facilities, room comfort
Stayed 2 nights in Mar 2023
Response from ResidenceInn on Mar 18, 2023
Thank you for staying with us, we are glad you enjoyed your stay! We hope to see you again!

10/10 Excellent

DEBORAH

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Jan 2023
Response from ResidenceInn on Feb 3, 2023
Thank you for staying with us, we are glad you enjoyed your stay!

8/10 Good

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice and clean with a good breakfast
Stayed 5 nights in Jan 2023
Response from ResidenceInn on Feb 3, 2023
Thank you for staying with us, we are glad you enjoyed your stay!

10/10 Excellent

Juan

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2022
Response from ResidenceInn on Jan 7, 2023
Thank you for staying with us, we hope to see you again in the future!

10/10 Excellent

robert

Business traveler, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice clean hotel comfortable beds, soft towels, good water pressure in shower, capable of being very hot, outside food close, and good. Pillows 2 were harder, and 2 were soft, very nice for us, no in room coffee, unless you bring your own for a filter type pot, coffee down stairs was very good. No water, or juice for breakfast, Pool needs a cleaning at the waterline, greasy, breakfast was Ok, eggs were watery, good meat, good coffee, no salt and pepper. no large vehicle parking, but was able to get truck and trailer in a safe spot.
Response from ResidenceInn on Jan 7, 2023
Thank you for staying with us, we hope to see you again in the future!

8/10 Good

William

Liked: Staff & service, amenities, property conditions & facilities