SpringHill Suites by Marriott Scranton Wilkes-Barre, Moosic PA

The hotel was awesome but the highlight was customer service. Shoutout to my boy Tyler. Heard he recently got promoted and he certainly deserves it. This guy should be running all Marriotts. Thanks Tyler you made a stressful trip very relaxing with awesome customer service.

Jacika at the front desk was great. The room was big and comfortable but getting a bit dated. The little bit of time it would have taken to clean the mold from the shower grout would have greatly improved our impression and our rating.

Nice and helpful staff but poor management that never responded to my concerns after 1 front desk message and 2 e-mails over 3 weeks.

If you are a light sleeper, our first floor experience here was rough. The hotel had guests who apparently allowed their kids to run through the hallways yelling and banging doors till at least 10 PM. The walls are thin, we could hear the neighboring vacant room’s television playing its welcome program over and over again. The room was clean for the most part however the window to the outside was falling apart around its frame, the curtain was broken so it wouldn’t close completely, and the shower was missing the handheld sprayer? ! The sliding barn door to the bathroom was a beast to close for my wife, and every time anyone above us flushed the toilet it sounds like it was going to rip through the ceiling and soak us at any moment (thankfully it didn’t). Not sure there is much the hotel staff could have done outside of duct taping someone’s kids to chairs - so seems more a Marriott design issue for the walls and ceilings/floors.

I showed up to my PAID reservation to find out that they had the entire hotel sold with no rooms and they had no room for me. So after sitting there and waiting I was told to go to another local hotel where they will have a room for me.
So I show up there and I’m sitting there waiting fir a while for the boss to show up so my room can be put in as complimentary. So terrible!

Room was bad. Black mold on ceiling of shower & wall above door. Water did not drain well from sink. Couch looked filthy. Refrigerator barely working. Toilet paper dispenser not on wall properly. Grout missing around shower pan. Carpet had stains & sticky substance

Hotel need to be cleaned up. First room we were assigned had not been prepared. Second room was dirty. Box spring had blood stains down the side. Side table had coffee stains and crumbs. Dirty towels on floor. Third room was better however rugs were stained and needed a good cleaning. Bathroom needed to be throughly cleaned.

Oh let me tell you. First of all, the pool is closed, which is fine I guess given Covid. Then I went to the bathroom and the toilet leaked onto the floor and soaked my pants. When we called the desk we were moved to a different room with a no working thermostat and only half the room lights worked. The room was hot all night and my family had trouble sleeping. Light continental breakfast in the morning was okay. The door to the room would throw out the deadbolt when it was opening making a lot of noise and it was also so heavy my children could no open it. They also had no toiletries at the front desk.

The staff is friendly and the rooms are clean. We had a suite, which was roomy and comfortable. Would recommend.

The rooms are good but pillows are on the smaller side. Was very disappointed with the breakfast. You have only toast, oatmeal or cheap yogurt. The pool is closed but this may be a corporate decision, I've stayed at 5 Marriott's over the last month and all closed from PA to Cali.

I asked about the pool at reservation was advised there was one get there and it's closed til next month. Walk in the room toilet seat has dry urine all over it. They switch my room shower full of mold. I love the Marriott and this is the only hotel company I stay with bc of their standards. I ask where have ur standards gone especially now during covid the cleaning should not be subpar. The front desk did not seem to concerned either. Looking fir a new clean location to stay for my next trip for sure! If someone from the Marriott sees this please check out this location u r going to loose loyal customers. Breakfast offered was horrible. What happened
Sincerely,
Ur unsatisfied guest

Very poorly managed hotel. The room was not properly maintained or serviced and the AC/heat didn’t work in the room at all.
This hotel also doesn’t serve the advertised free breakfast. You just don’t get what you pay for at this location.

Understated hotel? IDK. Understaffed seems like a more accurate description.

I waited 30 minutes to check in, which wouldn't have been so bad had there actually been anyone at the front desk, I arrived at 950pm. Got checked in at 10: 17 pm.

I am not sure how often the front desk of a national chain hotel goes unstaffed for that long, but somehow it seems like a bad idea to me.

I surely cannot blame the poor woman trying to hold down multiple desks, at multiple hotels, apparently she was at one of the other Marriott hotels nearby trying to deal with something there. This is definitely a management level problem, and a pretty pathetic problem at that.

UPDATE: I guess it is too much to expect the AC to work when.it is 90 degrees outside.

Beds were comfortable. Room not cleaned or stocked properly. No mention of pool being closed or VERY limited breakfast due to "COVID" at check in or on website. Kids were disappointed they couldn't swim.

Place is run down. Entrances dont work. Had to pick up our own towels and tp from desk. Desk workers not that helpful.sometimes rude. Except for Morgan! She was great. We will most likely stay somewhere else the next time we come to scranton.

The room wasn't as I expected. There was a marble table next to the bed. As I went to roll over I nearly cracked my head on the dang table. The chairs were uncomfortable. The bed was nice but the blankets were no match for the weather. Breakfast was horrible you were lucky to get a bagel. The snack situation was even worse. It looked like a run down gas station. Which is appalling due to the amount you spend in the rooms. The pool is not open even though online it states it is nor is it heated. I had to call for a hair dyer to be bought to the room.
Sigh
Smh
I am just disappointed, completely disappointed.

So let me just say this. DO NOT COME HERE!
The place was disgusting.
First room we got was filthy. Never vacuum the floors. They were covered in crumbs. The bed had pubic hairs on them. The toilet was dirty.
So they moved us to a different room. That room was another nightmare. The pillows had yellow stains on them. We called to ask for new sheets.house keeping or what they consider house keeping walks in our room unannounced wearing a onsie pj's outfit. Almost looked a person who just came from comic con like a demented teddy bear.
Gave us sheets which were also dirty. We threw on one sheet that looked decent but then noticed fecal matter on the comforter. That was it. We just left.felt bad for the girl at front desk she probably has to deal with angry customers all the time.
Went to the Fairfield Inn across the street. Much much better.this is a embarrassment to the Marriott chain.

This place was not clean. During these COVID times, that is completely unacceptable. I have pictures to prove it. There is not breakfast being served and the pool is not open.

Better hotels in the area for the same price. First room had no fridge and second one it didn't work. They tried updated the hotel but lacked in quality. Beds are worn, no continental breakfast as stated. Won't stay here again.

Horrible experience. The staff was unwelcoming. The room was not cleaned. We found sauce, Rose petals on carpet and hair on bed sheet. When we tried to talk to the lady on the front desk, she was unapologetic, unconcerned and said " I can give you a vacuum cleaner" and tried to say that we had been in the room for long enough that it was our problem. There were no covid guidelines followed. People were roaming in the hallway without masks. Kids playing hockey and running in the hallway at night.

The website advertised free hot breakfast and didn't provide it. It was very difficult with inclement weather and young kids to step out to get breakfast. I find it hard to believe that a company like Marriott won't keep the website up to date with the amenities.

When I complained to another staff member, she told me that the gm would call next day or email. I haven't heard from him yet. This was the experience for us and 3 other families with young kids in different rooms.

By far our worst experience at a marriott property.