Rated 3 out of 5 by Susie345 Hotel was ok
The hotel was ok, staff at check in was not helpful or welcoming. Seemed tired since they were busy and the hotel was full.
April 7, 2014
Rated 5 out of 5 by ginotwotimes My Stay
Everything was perfect with the exception of the counter in the suite which had a smudge on it. Honestly anyone could have missed it, I just happen to see it at the right angle in the right light. Besides that the staff was fine and the overall experience met my expectations and was even better than other hotels I've been to for the price I paid.
April 4, 2014
Rated 5 out of 5 by BC124 Great hotel and great staff
This hotel had all of the amenities I needed - great room with comfortable desk and chair, fitness facility, club lounge and breakfast. Everyone I interacted with was genuinely friendly and helpful. The wireless was a little spotty but that is the only negative from my stay.
March 27, 2014
Rated 3 out of 5 by DoverPaul Club Level oversold and understaffed
Club Level provides continental breakfast from 6:30 to 9:00 AM but with a large group at the hotel they apparently oversold the Club Level (folks from other floors were allowed access) and only staffed with a single person who couldn't keep up with the demand. They ran out of food and coffee which was unacceptabel
March 26, 2014
Rated 3 out of 5 by SPGeek CONTEXT IS EVERYTHING
There are, unfortunately, very few Starwood hotels in New England outside of the Boston/Cambridge area. The Sheraton Monarch in Springfield is a nice hotel with an exceptional staff.
This is Springfield, MA we are talking about. It's a city that has seen much better days. The economy is weak and I'm sure the staff is underpaid due to this. With this in mind, the 'service with a smile' is still intact. The hospitality business is a tough business under ideal circumstances but in a city like Springfield where you know that folks are working hard just to get by, I think it is a testament to the character of the hotel staff that they provide great service. Hotels don't exist inside a bubble; they are part of the community and this hotel rises above the hand it's been dealt. Just something to keep in mind.
March 25, 2014
Rated 3 out of 5 by Sarah02222 About what I expected, come early for parking
The main areas of the hotel are nice and have been redone in the past several years. My room was somewhat rundown. The chair had threads hanging off of it, the toilet seat and lid were stained. It was difficult to get the room cool even though I am usually cold. Also, I was attending a conference in the hotel and the hotel ran out of parking. Several of my colleagues were directed to other garages at nearby hotels and then later told by hotel staff that those parking lots were "unsafe."
March 21, 2014
Rated 4 out of 5 by JayinToronto Quiet and classy
I enjoyed my experience. Staff was very professional and accommodating. Nice health club facilities. Not a 5 in my rating because the steam room was not operational when I needed it as I had been assure it would be,
March 19, 2014
Rated 1 out of 5 by SLD22 Hotel is in serious need of refurbishing
Mattress was bowed/sagging, room would not cool, chair in room was threadbare, bathroom was old and dirty looking including scratched and dinged walls as well as chipped sink. I'm a SPG Platinum member and was on the Club Floor. Would hate to see the rooms on non-preferred floors. Will never stay in this hotel again when in town.
February 25, 2014
Rated 3 out of 5 by ChooChoo Totally Surprised
1. The toilet never worked well. We were fortunate in that our floor had public bathrooms that we used for significant needs.
2. I am totally amazed when hotels are totally booked by a convention and then the breakfast restaurant is totally understaffed. Don't they know we are coming? Don't they know that we all eat breakfast at the same time since the meetings all start at the same time? The problem solved itself. The second day 80% of the people found someplace outside of the Sheraton to eat, look at all of the money the Sheraton lost on the next 3 days.
February 24, 2014
Rated 3 out of 5 by Debbie1958 Getting Frustrated
I stay at this hotel every time I attend a residency weekend at AIC. The first time or two that I stayed I was very happy with the service and the accommodations. The past couple of times though I have not had the best experiences. Wifi is now $9.99 a night (it was free the first couple of times), and the elevator from the garage was not in service. That is pretty inconvenient when carrying a heavy suitcase. However, I will give the hotel one more chance before trying to find another as these things happen.
February 24, 2014
Rated 5 out of 5 by Zanrich2 This hotel had very clean rooms.
I was pleasantly surprised to receive a perfectly clean room and bathroom. Every thing was wonderful!
February 12, 2014
Rated 3 out of 5 by Scooter2014 Recommend with qualifications
The hotel is reasonable for a 3-star, but only with discounts on the list prices. Some employees are very friendly and helpful, others feign listening and proceeding with what they were thinking of.
The garage elevator was broken for the entire week of my stay with no accommodations made for the guest short of carrying bags up and down the steps.
February 11, 2014
Rated 5 out of 5 by JRHPITO Honest people
I was upgraded for free from the same young lady who upgraded us for free our last visit. This is our third time. I left my Samsung galaxy s4 phone. I called the next day and they held it for me to pick up. I love this place. I am a resident of Springfield and go here with my wife to get away from it all and unwind. What a pleasure!!!! Thank you Heather director of housekeeping for holding my phone. I hope you enjoy the dunkin donuts I bought you guys
Mr. & Mrs Juan Hernandez
February 10, 2014
Rated 2 out of 5 by Mamalaof2 Not impressed
When I arrived I was not impressed with the customer service. They made me feel like I wasn't welcome.
February 9, 2014
Rated 5 out of 5 by Jackwho Springfield, Ma
I have stayed at the Monarch Springfield for a few days in January for the past four years and I have never been disappointed.
January 28, 2014
Rated 4 out of 5 by nitram55 Parking?
Your parking facility needs improvement. We enjoyed our stay with you but parking was a problem.
January 27, 2014
Rated 5 out of 5 by WalkingDeadFan Excellent hotel in Springfield
I have stayed at this facility for the past two years, and it is superb. Rooms are recently renovated, beds are very comfortable, and the amenities are great.
I was at a toy train convention, while my wife stayed behind and used the pool and spa facilities. We booked the Club Lounge floor, and she was able to relax, study for school, and enjoy herself the whole day.
We did not eat at the hotel, but they made excellent recommendations for local restaurants and the location of the hotel makes it a five minute drive to the Big E for the convention.
January 27, 2014
Rated 3 out of 5 by Debbie1958 Cleanliness
The elevators were not clean. The garage elevator had an npleasant odor.
Wifi cost 9.99 this time. In the past it's been complimentary.
January 19, 2014
Rated 3 out of 5 by SPGnew Room conditions, cleanliness and service needs to improve
Three major issues -
1. After I had specifically requested housekeeping, no one came the entire day.
2. When the housekeeping came the next day - they left trash in the room, empty water bottles, plate covers.
3. I was charged extra on the food that I ordered.
January 17, 2014
Rated 1 out of 5 by Bbix Terrible stay
The Thursday night that I spent at the Sheraton in Springfield Massachusetts was an awful experience. The hotel was extremely noisy and the parking garage was full when I arrived. There was some sort of event going on that evening. I decided to stay regardless which was a huge mistake. During all hours of the night and early morning individuals ( I presume other guests) were partying, hollering, and carrying on up and down the hallways. Therefore, I hardly got a wink of sleep that night. I left incredibly disappointed that hotel staff did not try to enforce measures to make the stay adequate for guests desiring a restful night.
January 13, 2014
Rated 5 out of 5 by pety123 Hotel Parking
I was surprised that the hotel charges for parking. I think parking should be free unless you are attending a function at the hotel and not staying there.
January 2, 2014
Rated 3 out of 5 by chris232 Stifling Stay
The appearance and the staff were excellent. The service at the wedding we attended was excellent as well. The food was delicious The evening was going along well until my wife and I went back to the room to sleep. The room was very warm when we entered at the time of check-in. I turned the thermostat setting way down to cool the room off while we attended the wedding. The room was much warmer and very stuffy upon our return. The room was so uncomfortable we could not sleep. The family of the bride (long time family friends) was hosting a breakfast the morning after the wedding. Due to the condition of the room my wife and I were actually so exhausted and felt generally sick that we left without attending the scheduled breakfast. I later learned that all the guests who attended and stayed the night ( approximately 45 rooms) had the same conditions in their rooms.
December 23, 2013
Rated 5 out of 5 by HasanKhatib980 Excellent
everything was extremely perfect.
thank you very much
December 19, 2013
Rated 2 out of 5 by Frodos924 May Be Time To Rebrand This as a Four Points Property
Having stayed at a number of Sheraton properties over the years I must say this was by far the most disappointing. It may be because of its location and the clientele it likely generally caters (mostly those going to the Basketball Hall of Fame of to Six Flags).
I received the kind of treatment from the staff that I would expect to come from a motel. I was running late and called ahead to see if I could have my girlfriend check us in to make the evening's plans much easier. The person I talked to on the phone did not seem at all interested in getting my girlfriends name correctly spelled and I hazard to think what would have happened if I had actually given my girlfriend the go ahead to check in for me (and this wasn't the case that they were busy because I called at 18:45)
When I finally did check in the staff was equally as unimpressive. I was not addressed by name and was hurried through the process. I was not even told what room number I was to be in nor where the elevator was located and was left to my own devices to figure that out.
When I returned to the front desk to ask about getting a car service I was directed to Enterprise, the rental car company. Maybe it is some colloquialism that I have become accustomed to in my big city travel, but I thought it general knowledge and jargon that a car service would be referencing a livery service. Attempts to get the number to a local cab company were met with being told that the best solution was to return to my room and call guest services and have them call a cab for me, which would take 15 minutes. Perhaps I have become too accustomed to being pampered by helpful staff at other SPG properties, but in my experience a person at the front desk -- heck, the valet outside -- generally is more than happy to make the call for you. I did, however, find the people across the street at a separate hotel property far more helpful in ensuring that my needs were met. Had they had any availability I would have much rather stayed at that hotel property.
The rooms were again, just passable. They were extremely rough around the edges with the furniture showing noticeable signs of wear, and much tear. The hotel is located basically atop the highway so you are rocked to sleep by the sound of cars on a highway. The windows and window treatment did a passable job at keeping the road noise to a minimum.
Housekeeping in the morning was not the least bit concerned about the "Do Not Disturb" sign on the front of the door and I was pleasantly greeted by knocking at my door and the sound of the door opening at 9:00.
Checkout was a breezy although not as breezy as the folio suggested. I spent a good five minutes trying to figure out how to check out using the TV as I was instructed I would be able to do on the folio but to no avail. I suspect that they got the standard template from a properly functioning Sheraton property and didn't take the time to amend to confer with their actual opening. Checking out at the front desk was fine, although I didn't get the customary invitation to come again.
All in all if you are a frequent traveler who has come to expect a certain level of customer service and fit and finish to your Sheraton stay, I would steer clear of this place because it will only disappoint. If you want a affordable hotel that is a cut above a place that will keep the lights on for you, then this may work for you.
I usually turn first to SPG when it comes to where I am staying during my travels, but after my experience at this hotel I will sadly be stepping outside of the SPG family for my stay.
December 17, 2013
Rated 4 out of 5 by Shannon24 Relaxing
Staff are very professional and pleasant.
December 9, 2013
Rated 2 out of 5 by Liz5 This hotel caters to pleasing unruly families
My family was looking forward to a relaxing stay while visiting a few local sites. What we found were children playing hockey in the halls. Not until several complaints from other guests did the hotel address the issue. We were just finding our way to our rooms and were nearly knocked to the floor. That night an unruly guest at 12:20 began persistently knocking on the door above us. After 1/2 hour it ended. Then the fire alarm was pulled falsely 2x between 2 and 3:30 AM. WE HAD A HORRIBLE NIGHT! Management was more interested in taking care of the needs of a large group...who let their children run halls, elevators, hockey sticks and balls...and drunk adults, than the balance of the guests.
December 3, 2013
Rated 5 out of 5 by Unhappytraveler2012 Wonderful example of customer service
I checked in with my fiancé and two small children on Thanksgiving evening. From the front desk staff, to the folks at the pool area, to the lounge - incredibly welcoming and friendly. As a business traveler I can say that the staff was in the top 5% of hotels I've stayed at. Sorry I didn't get the individual names as they deserve the recognition.... Thank you!!!
November 29, 2013
Rated 2 out of 5 by leigh3296 Springfield, MA
The room was extremely hot and there was no way to adjust the heat. They recently got rid of movies on demand and switched to regular cable which was also another let down.
November 19, 2013
Rated 3 out of 5 by JLG34 Overnight Trip
My friend and I were staying overnight for a weekend of shopping. When arriving to the hotel, we pulled up to the garage, and were told that their garage was full and we were given directions to another garage. We headed to that garage only to find that that too was also full. After more driving in circles we finally got to another garage, and had to unload all of our bags and lug them across 4 streets, up numerous flights of stairs, and back again, because we had no idea how to get to the hotel from the garage. We were never told about the parking and walking OR the fact that we would be charged $12.95 to park for the night. The room, was clean, but I would not recommend paying the extra money for the "Club access" as it truly wasn't worth it.
Overall, the hotel was spotless, and the staff were professional. The beds in our room were extremely comfortable, and again, the room was very clean. I will definitely stay here again, but will book a cheaper room, and see if we can do valet parking to avoid walking with all of our belongings.
November 18, 2013
Rated 2 out of 5 by jjk77 Dated and poor service
I stayed here for five 4-night stays over the space of 6 weeks, for a total of 20 nights.
Rooms are old, need renovation and updating, and don't have a fridge or microwave unless you are in an extended stay suite. Some rooms have a faint smell, and 2 of the 5 that I had during my weeks there did not have blackout curtains. The common areas were nice once, but look to not have been updated in 15-20 years.
Staff is generally superficially nice but has very poor attention to detail. I travel a lot and am generally pretty tolerant of mistakes, but every stay, at least 3-4 minor things were wrong. This included cards missing parking, disputes over the negotiated rate, cleaning my room when I had a sign out, not cleaning my room when I did have a sign out, and others. When staff was asked to remedy whatever the latest issue was, got increasingly visibly annoyed. Again, people make mistakes, but correcting the mistake with a smile and an apology rather than overt irritation is key to good customer service.
Also, parking is an issue - even if you pay the $13/night for the underground lot, they allow outside parking there. Nightly events and conventions can mean that the lot is full and you have to park across the street and walk to the hotel. In my opinion, the area is not safe enough to be parking at night in a remote garage and walking alone to the hotel.
As good things - the rooms are clean and the beds are comfortable. If you have to stay here, it's not the worst place ever, but it certainly isn't the best.
I can't recommend this hotel unless you have a convention in the hotel itself and are looking for convenience.
November 13, 2013