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We booked this hotel to stay in while visiting with local family for Memorial Day weekend. We didn’t want to inconvenience family with our young children and their nuances. I was thoroughly deceived by the photos on the website. When you arrive at this hotel, you will first notice the poorly maintained outside of the building. You may also notice a car that remains parked in the same place and appears to be lived out of. Upon entering the lobby, you will see a layer of dust on most surfaces. The lady who checked us in was nice. She gave me specific directions on working the smart thermostat in our room, so when we arrived in our room and it didn’t work, I tried to call the front desk for help, but the phone didn’t work. So I had to go back down to the lobby and wait to ask about it. She told me our room must be one of the few in the hotel that hadn’t been upgraded yet and was still controlled by the window unit. There were stains all over our carpets, and even some on the walls. There was hair on the walls of our shower. The fridge looked filthy on the outside. There was hair and lint covering one of the lamps. With every dirty area I found, it made me question how clean the rest of the room really was. One perk of staying at this hotel should have been the hot buffet breakfast, but it was always empty of most items and there was nobody around to offer help. On the first morning it looked like a manager or front desk employee was helping someone replenish the breakfast, but then people were left waiting at the front desk for help and the phone was ringing over and over again. We tried to visit the pool, but the water was so cloudy that a grown, 225 lb man fully disappeared once he was more than 2 feet under the water. This is huge safety concern. You couldn’t even see the bottom step leading into the pool. We ultimately decided to end our stay early and stay with family for our last night because it was such a poor experience. This was definitely not what we expect from an IHG hotel and I will be following up with the chain regarding our concerns and hope to receive a partial refund or IHG credit.

I feel that it’s a really good hotel beds are comfortable has stove and refrigerator it was very cleaned when I walked in only problem with the room always stayed cold the heat was not working at all try to switch me to another room an it just wasn’t what I expected like the room I was actually in was a bit of a mess so I just stayed in the other room just being cold and the thermostat doesn’t work either so hopefully they can get it fixed an do a better job with fixing things but after all good hotel you can wash your clothes but cost to dry them.

First time at Springhill Suites in Mason. Beautiful new hotel with spacious suites. Only issue, a minor, was that the TV did not work when I arrived to my room. A call to the front desk and Isaiah quickly arrived and fixed the problem. Another shout out to both Ginny (breakfast person) and Keara (front desk). Ginny did a super job setting up and maintaining the breakfast food so there was plenty. Also, her smiling disposition made starting the work day easier. Keara friendly voice and clear effort to ensure my stay was comfortable was welcoming. Definitely recommend this hotel. BTW the Springhill Suites shares the building with Townplace Suites, so a reservation at either will yield the same excellent staff to help you.

This property should be much higher ranked than it is. The location is excellent, if visiting Kings Island. No charge for parking. Staff was incredible, very helpful and welcoming Breakfast was very good and it was different for each morning...we enjoyed having fresh waffles. Coffee shod be made available all day however Rooms were immaculate. Very well appointed with all the amenities and equipment you could want. A family of 4 staying at the hotel can easily have groceries put away and make home cooked meals with everything that is included in the rooms Bathroom was clean and has soap, shampoo and conditioner on the wall for use. Good quality towels. Excellent water pressure and good hot water in the shower Pool was clean and laundry room had good equipment We would certainly stay here again

It is a great hotel!

This people are great. I have been in Ohio for 2 months on a travel assignment as a nurse. After trying a few airbnb's, I decided to try this place. I love it, they gave me great rates and went over and above in customer service. Everyone has been nice. The location is great with lots of places to eat and close to the interstate. The rooms were great, nice and clean. Katie is the best, she has the best smile and disposition. Ms. Gale is so sweet she has the best breakfast in the morning and she serves us and makes the morning great. Jessica, Shelly, and Amanda all are so sweet. Big thanks to everyone!

We recently held our son's graduation party at this hotel and I cannot say enough great things about the hotel. We had last minute cancellations at another facility and when we called the Hilton to inquire, they were fabulous. Kimberly Whigham a manager at the hotel, personally gave us a tour, assured us of the best service, gave us price friendly options and was a joy to work with. She was very responsive, guided us through various alternatives as we are not event planners and in the end, the room looked fantastic. During our dinner, Morgan was our assigned server and she was a joy going the extra mile to make sure our Son's graduation was a memorable event. We live in Illinois and arrived in Ohio the day of the event, but Kimberly had communicated well with our caterer and DJ, so everything went well without a hitch. The facility is newer, the bar tenders working that night at the bar were fun and served great drinks and most importantly the hotel is well kept. I would highly recommend this hotel to anyone and as a long time Hilton Honors member, I would rate this as one of the better Hilton's that I have worked with. Thank you for working with us Kimberly, you and your team are the best. Anytime I'm in the Cincinnati metro area, you have a long term customer.

We stayed at the Best Western Mason Inn for two nights while attending the Cincinnati Open tennis tournament. The stay was comfortable, quiet, and hassle-free. The room and public areas were clean and in good repair. The breakfast area attendant kept things clean and well-stocked. Check-in and -out were hassle-free. Parking was free and there seemed to be enough room for all guests. Wi-fi internet was adequate for our needs. The location is convenient to the tennis center and King's Island.