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at the SpringHill Suites by Marriott Birmingham Colonnade
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Unhappy Springhill Suites experience
Aug 12th, 2020
Mostly we had an unpleasant experience as a result of the hotel policies regarding COVID-19, although our room also had some issues. The bathroom door lock did not work, items and supplies were missing from the room, and the beds were noisy and not supportive. The beds bounced up and down when someone turned over in the bed. Despite being told that at check-in that there would be coffee in the lobby in the morning, none was available. When I asked for coffee, I was told that they only make one carafe and when it runs out there is no more. I was then told their policies did not allow guests to serve themselves. Why does that only apply to guests who missed out on the first carafe? The AM front desk clerk was not friendly or apologetic about the situation. The coffee in the room was not very good and there were no packets containing creamer, etc. Usually Springhill Suites offers a nice hot breakfast, but due to COVID-19 breakfast was not being served. They only offered a sad little plastic bag containing a granola bar and an apple. There is no excuse for that, there many are ways to make a more appealing “to go” breakfast, such as more variety, more items in general, and more attractive packaging. There were no sheets or pillows in the room for the couch bed, and not enough towels for four people, so I had to request them from the front desk. The clerk was very busy and I had to wait about 30 minutes in the lobby after 11:00 pm while he gathered items in between serving other guests. Fortunately he was pleasant and apologetic, but why not keep these items in the room to avoid this issue? I felt bad for other guests who were staying longer and who also had to wait on a daily basis for clean towels to be exchanged at the front desk since there is no daily maid service, The fitness center was closed and filled with tables and chairs to keep guests out. Other hotels where we have stayed have kept their fitness rooms open, made the effort to clean more frequently, and offered cleaning supplies for guests use. I realize that travel has been affected by government restrictions, but it seems that the staff are not trying to make stays pleasant for guests at this location, and that lets me know that we should not ever return, even once normalcy returns to travel. TRIPADVISOR.COM USER
Not meeting the challenge
Aug 8th, 2020
Have stayed here many times and it’s been solid, a typical Marriott property in most ways. And I’ve come back so that says plenty. But if you are concerned with standards of safety and sanitation during COVID-19, this is certainly not a place taking it seriously. Quite the opposite, actually. I checked in and my room was not properly cleaned, with some sort of mess on the nightstand and the bathroom not cleaned well. That’s not going to work on any day, let alone with a pandemic rolling on. Went back to the front desk and the night auditor — appropriately masked, and a solid guy, had met him before — got me a new room, walked up to it, apologized and all was well. So, cool. I’m satisfied, ready for a good week. It was clear the rest of the week that they’re not taking the corporate promises of sanitation seriously. After the night auditor interaction, I saw one more employee properly masked the entire week. Every other time it was mask off, see me coming, mask then on. Ok fine, I don’t want to freak out and am not a COVID compliance wonk, but stop with the signage and the corporate promises if this is what it amounts to. Meet your own damn standards, y’all ... and that’s clearly not happening and it’s not just masks. Go down the Marriott site and I assure you, COVID promises are not being met. Besides that, how about walking the property to pick up trash? That’s been a constant on my visits ... trash is all around the property which is an easy, easy fix. Good luck, but I won’t be back. There are way too many properties in the area to deal with this stuff. TRIPADVISOR.COM USER
Disappointed with lack of information
Jul 15th, 2020
Positives- met an extremely friendly lady who is working hard in house keeping, our room was comfortable and tidy, and air in room works well. Negatives- We were given no information when we checked in about changes due to Covid. I didn’t expect “normal” service, but I did expect information on how changes would affect my stay. By day 3, I went back to check in to ask about how to deal with trash, how to get clean towels, how to get more in room coffee. Like a previous person stated, there’s still no sanitizer in room and mask usage is hit or miss. Our bathroom has a slight mold issue on ceiling. I have other friends in hotel who experienced same issues. I don’t think they’ve trained their check-in staff on how to communicate changes so that patrons aren’t disappointed with stay. TRIPADVISOR.COM USER
COVID-19 Practices Not up to Standard
Jul 3rd, 2020
This hotel is not practicing all that it preaches. There are signs on the front door requiring a mask of all patrons who enter, but many are not wearing one, and there does not seem to be anyone monitoring the situation or providing masks to those who don't have one. The front desk clerk on duty did not know how to wear a mask properly, and so was a potential vector for COVID-19. The same desk clerk, when I said my side-door key wasn't working, walked me all the way to the door to show me how to use it, causing uncomfortable proximity, rather than just explaining it in words. Basically, I thought it was a contact-free unlock, but you have to make contact with the card. I originally tried to do a moblie check-in using the Bonvoy app, but the app does not accept confirmation numbers from sites like expedia, so unless you booked directly with the hotel you cannot use the mobile app. That's not a good practice. It is unfair to offer mobile check-in to some customers and not others, simply based on where they book (especially if it's not clearly advertised). There is no sanitizer in the rooms (contrary to the Marriott promise). All of these problems are easy enough to fix and make a big difference, and so I was pretty disappointed at how stressful my check-in was. I know these safety practices are difficult for everyone, but if you are going to promise them on your website, inviting travelers to your hotel and to use your mobile check-in app, it's important to follow through and especially to teach staff how to protect themselves and the patrons by wearing masks properly. I hate masks as much as anyone else, but I wear them to protect others and I want the same in return, especially if it's somewhere that I've paid to stay. I did appreciate being asked which floor I prefer to stay on, the social distancing marks in the lobby, the bag breakfast to avoid congregation, and the general sense that the hotel is sensitive to to the current climate (witnessed by the signs on the front door requiring masks, and many of the patrons wearing masks). But without proper follow-through, especially with staff and the check-in procedure, the hotel fails it's own standards. TRIPADVISOR.COM USER
Mar 3rd, 2020
We had a good visit to Birmingham and we stayed at this hotel for the first night. Alex was very helpful in relocating us to a different room due to noisy traffic. The room was very nice and clean. Very nice hotel. TRIPADVISOR.COM USER
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