SpringHill Suites by Marriott Pittsburgh Southside Works

We stayed here for several days for a wedding and family visits. I have zero complaints about the room and only praise for the staff. We were lucky to have a room facing the river, so we weren't awakened by the long freight train that passed by on the tracks. Then again, those that complained were likely resting poorly after a rowdy wedding and the rowdy follow-up carousing in the nearby restaurants and bars. I got up early the next morning and took a brisk hike on the river-side trail. By the way, the breakfast was higher quality than most I've sampled in other hotels. The only downside is that parking isn't free.

It's easy to write a 5-star review when everything goes according to plan. That was not the case on my recent trip to Pittsburgh. Due to weather, the first leg of my flight was delayed four hours, I missed the connecting flight resulting in a 5 hour layover, and finally, when I arrived to the hotel after midnight, the King studio I had reserved was not available. The hotel was full, and I was getting the last room. This is when the 5-star experience began. Giving good news is easy, but from that very first broken hearted moment, I felt I was in good hands. The night attendant was apologetic and expressed genuine concern for the mixup. She took notes to make things right the next day, and when I came down for breakfast, she had an update right away and a solution lined up. That afternoon, the front desk knew who I was and the correct room was ready. That evening, they remembered me by name, and had a couple suggestions for exploring the area nearby, leaving me feeling not like I had an ok night at an ok hotel, but that I had the best night at a world class resort. To be totally honest, after my rugged travel day, I was ready to let somebody have it, but this was a masterclass in customer service. Michael and the staff at SpringHill Suites handled the hiccup above and beyond expectation. A situation that could have torpedoed my whole trip, instead excelled in every way. Don't pinch me, and don't wake me up, I want to live in this dream for just couple more snooze cycles.