Date of stay: February 2021
When my wife and I checked in on Feb 18, we were given keys to a room on the first floor with a king bed. As we started the unpacking process, we saw some movement from the corner of our eyes. It turns out we were not the only ones in the room. There was a rodent there to welcome its new guests. I have attached photos of them well. It was a bit of an unpleasant experience but I quickly called Bailey at the front desk to notify her and repacked our things. Meanwhile it made its way to the bathroom.
Upon talking to the front desk, we were ultimately given another room but because apparently all king rooms were sold out, my wife and I had to settle with a double bed room on the other side of the hotel.
I like to pride myself on being kind to the ones that work in customer service and I assured Bailey, the individual at the front desk, that we understand that things happen and that we'd have to accept the situation of staying in a double bedroom. She assured us the that the GM would reach out to us.
While we did not experience any other issues from our stay, we never heard an anything from the GM nor did we receive an apology. In fact, I even emailed the GM about experience and sent a video of the rodent but I never received a response. I thought that was a shame because I thought it was an opportunity for the hotel to reach out and exercise customer service.
Room Tip: Ask for a room on the second or third floor as there would be less of a chance for rodents.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from Daisy Hobbs, General Manager at SpringHill Suites Springdale Zion National Park
Responded 5 Mar 2021
Your description of this recent experience is so disappointing, I am very sorry that this is what happened to you and your wife during your stay. Your email did not reach me as intended, and I missed an opportunity to be of assistance. The team was given the concerns you noted about the rodent and the room move and will use your feedback constructively for future service. This is certainly not the experience that my team strives to deliver and we offer our deepest apology to you and your wife.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC