Springhill Suites by Marriott Durango, Durango

Exceptional

Liked: Friendly service

Superb

Marketing Scam and Lack of...

Liked: While the offerings were fair, only two meat options were available: sausage and patty. Bacon was provided only once during a 10-day stay. It seems the management either wanted to keep costs low or did not organize the grocery order properly.
Disliked: I booked two rooms (1- king 2-persons and a second room 2-queens and a sofa bed for 5-persons) for 9 nights, totaling over $3,500. One of the rooms was supposed to have one king bed and a sofa bed, including two twin beds to accommodate four guests. However, upon arrival, I found that the room had a regular sofa with a pull-out twin bed instead of the two twin beds shown in the photos.After contacting the front desk, the manager offered to upgrade me to another room with two queen beds. I had no issue with the upgrade; however, the cost was over $600 more than what I was already paying for the second room with the same configuration.. (2-queens and sofa bed); I was open to paying the difference of about $150. The other option was to cancel for free the next day, which didn't resolve the problem because it was too late to book other places, and they were also costly. I shared the photos from the website, which proved it was a marketing scam. However, the manager was uninterested and focused solely on making more money, disregarding any customer service approach. Ultimately, I was forced to have my family sleep on the sofa.Regarding the room cleaning, it was one of the worst I have ever seen. I’ve attached photos. A deep cleaning should be scheduled during the off-peak season to improve this situation. There seems to be a lack of management skills. My wife and I purchased cleaning products to clean the room and the bathroom shower glass frame so we could have two decent rooms for our 9-night stay.The hotel facility needs better cleaning and renovation, such as the fire pit furniture and looby cushions. Positive: The general employees provide outstanding service.