Hotel staff beyond awful
My wife and I reserved a room at this hotel as part of a family vacation to Washington D.C. We knew we were coming in a little late, so chose it due to its room offering and proximity to BWI airport. I initially called to confirm a late check-in. The night of our flight, weather further delayed us so I called again to confirm the reservation and adjust our arrival time. When we landed, at 1:15 a.m., I called again to ask where the shuttle picked up. Once we got to the hotel, the clerk at the desk told us, with no apology, that they were overbooked and had no room, and that all other hotels were full and there was nothing she could do. When my wife asked her what we were supposed to do for the night with three kids and nowhere to stay, the clerk raised her voice to my wife, at which point I stepped in. The clerk proceeded to yell at me, interrupt me, and refused to apologize for the inconvenience caused to me and my family. Although there were no other rooms available, according to her, Expedia was able to find one just 0.2 miles away (the DoubleTree) who treated us wonderfully. Expedia was excellent in making it right, but I will never stay in a Spring Hill Suites of any kind because of this service.