I stayed at the SpringHill Suites in Brandon, Florida using Bonvoy points. The first night was fine, but the second night around 12:20 AM a very loud jackhammer-like noise started coming from the bathroom in our room.
I called the front desk and the agent told me it was a known issue with that room and that it should stop soon. Unfortunately it kept going nonstop. I was then told there were no other rooms available, there was no maintenance staff on site, and because the stay was booked with points they couldn’t relocate us, not even to a nearby sister property.
After about an hour of dealing with the noise and speaking with both the front desk and the assistant manager, we were basically told there was nothing they could do and that I should contact Marriott corporate.
At around 1:30 AM, with my kids unable to sleep and the noise still happening, we packed up and drove to another SpringHill Suites in Bradenton and had to pay cash for a room.
What bothers me most is that the staff admitted the issue with the room was already known, which makes me wonder why the room was even assigned to guests.
I’ve already filed a complaint with Marriott corporate and have video of the noise. Curious what kind of service recovery Marriott usually offers in situations where a room clearly isn’t livable and the hotel can’t relocate you
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