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Sterling Heights - Detroit"/>
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Staybridge Suites Sterling Heights - Detroit
Sterling Heights - Detroit" />
8333 15 Mile Road
Sterling Heights, Michigan
48312
United States
入住： 3下午
退房：12下午
入住年齡：21
Sterling Heights - Detroit/@42.5512558,-83.02697289999999">
Sterling Heights - Detroit 8333 15 Mile Road
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A Nightmare Stay at Staybridge Suites – An IHG Member’s Worst Experience Ever
ByKb24
Agustus 27, 2024
A Nightmare Stay at Staybridge Suites – An IHG Member’s Worst Experience Ever
As a loyal IHG Club member, I expect a certain level of service and comfort when choosing a hotel. Unfortunately, my recent stay at Staybridge Suites in Sterling Heights was an absolute disaster, far from the "home away from home" experience I was hoping for. I had pre-booked my room well in advance using 32,000 hard-earned points for one night, thinking this would guarantee a smooth and pleasant stay. I couldn’t have been more wrong.
My flight landed very late, and knowing this, I communicated with the hotel earlier that day to inform them of my late arrival. Despite this, I was shocked when I arrived at the hotel at midnight, only to be subjected to a 45-minute wait to receive my key. The front desk staff were completely incompetent, struggling with their computer system, which delayed my check-in to an unacceptable degree. After fumbling with their system, they eventually found my reservation, but even then, the key card machine wasn’t working properly, and they couldn’t process the $100 deposit required for the stay.
Finally, at 12:45 AM, after an exhausting day of travel, I was able to get into my room. However, my nightmare was far from over. At 1:57 AM, I was rudely awakened by a knock on my door. I was alarmed, thinking something was terribly wrong. Instead, it was the same overnight agent who had checked me in, demanding that I come down to the front desk to pay the $100 deposit. The sheer audacity of waking a guest at such an ungodly hour for something that was not my fault was beyond belief. If the deposit was that important why even give me key in the first place.
When I went to the front desk, still groggy from being woken up, I was met with an attitude of complete disregard for my comfort and experience. The agent insisted that unless I paid the $100 deposit immediately, they would have no choice but to put me and my family out on the street, as if we were freeloaders trying to scam them. This was despite the fact that the room had already been paid for with points, and they had all my information, including my ID, on file from earlier. The lack of compassion, understanding, and basic customer service skills displayed by the staff was appalling.
Eventually, the system miraculously decided to work, and they were able to process the payment. But the damage was already done. The entire experience was demeaning, stressful, and left me questioning why I had ever chosen to stay at Staybridge Suites in the first place. This is by far the worst hotel experience I have ever had, and I am deeply disappointed that this is the level of service provided by an IHG property. You can see in the photos that I got the manager name because i was so disappointed in my experience. The next day, I informed my company about the unacceptable service I received. I was scheduled to stay for another two weeks, and my company had plans to book additional rooms for other staff members coming into town. However, after my experience, I advised them to cancel all future bookings at this hotel. We ended up finding accommodation elsewhere where we were treated with the respect and professionalism we deserved.( p.s. I won't go into detail about the disruptive behavior of other guests, as that warrants a separate review entirely.)
Call to Action:
I strongly urge the management at Staybridge Suites in Sterling Heights to take a serious look at their staff training and system reliability. The behavior and attitude of the staff were unacceptable and have no place in a hospitality environment. If this is the treatment given to an IHG Club member, I can only imagine how other guests are treated. Immediate action is required to prevent other customers from enduring the same miserable experience I did.
IHG, if you care at all about your loyal members, please address these glaring issues at this property before more guests are subjected to such horrific service
很棒的住宿體驗
ByShadykatie280
Juni 21, 2024
Loved the hotel, it was very welcoming and had a wonderful stay.
美妙的體驗
邁克823
九月10 , 2023
My three day visit was very pleasant, and I look forward to visiting your hotel again.
I would give no stars if I could!
BySMMFH
Agustus 05, 2023
I have been a loyal patron of Staybridge Suites for quite some time, and I have always enjoyed the quality of service and accommodation your hotel chain provides. However, my most recent experience during my stay at your Sterling Heights location has left me quite disappointed and concerned.
Upon checking into Room 317, I was dismayed to discover the presence of several roaches in the room. This discovery was distressing and highly unpleasant. I immediately brought the issue to the attention of the front desk staff, and I subsequently contacted by the manager on duty, who came to my room to observe the situation and took pictures.I then spoke to Austin the General Manager. During our interaction, I pointed out the presence of roaches and expressed my concerns about the overall cleanliness and hygiene of the room. Unfortunately, I was disheartened by the outcome of our conversation. He did not assist me in anyway and tried to give me a refund of less than I paid. If you want to go home with roaches in your luggage don't stay there!!! 8/5/2023
Not for us
ByKate8876
Mei 09, 2023
The hotel was conveniently located for our purpose. The staff was kind to our kids and let them take over a meeting room to play. However, the hotel constantly smelled of marijuana to the point I worried my kids were getting a contact high. The police were in the parking lot searching a car that weekend. The walls between rooms were super thin, I could hear an entire conversation next door. We will not return to this hotel/chain.
Bed Bugs Caught On Camera
ByMrCooper
Februari 20, 2023
As a standing Diamond Elite member, it’s safe to say I know the standards of IHG and how they prefer their guests’ experiences play out. I purchased 2 rooms for the weekend. I had guests travel from Illinois to Michigan for a conference at our church, as I’m a pastor. My speaker, his wife and their 3 sons were in one room, and my speakers’ mother was in the other. I purchased the suite for the family and a studio for the other. My total was over $1,000 for the rooms and the incidentals. I asked no questions. The check-in staff was great. I received a video (attached) of Bed Bugs crawling on the bed. I consulted with my guests, apologized profusely, and attempted to sympathize with the situation. There were bites on their arms and backs… I was furious. Instead of going to Google and writing a review…instead of calling IHG and making a fuss, I drove 40 minutes to the hotel to speak directly to the GM, Austin Toma. Toma, after being told the gist of the incident and that I’m requesting a full refund for both rooms and the entire weekend, tells me he wants to speak to my guests directly, maybe to verify my “story” and he couldn’t comp both rooms because “if the guests would have saw the bugs on the first night, they wouldn’t have stayed in the room.” I stayed calm and professional… I told him I would ask my guests to speak with him. They declined. I informed him that they felt no necessary reason to speak to him, seeing it’s my account and they were guests of mine. He insisted… I said to him “I’m not going to ask them to live the incident again and suffer first embarrassment by speaking to you and/or revealing their identity. He had no unction, urgency or remedy for the situation. He didn’t offer points, he didn’t offer an apology, nor did he offer my refund. He said he would call the Regional Manager to see what the next steps would be. I, in turn, decided to begin the process of reporting. I was embarrassed enough for myself to my guests and further for my guests for their own suffering. This is not okay and is beyond unprofessional.
Not normal for this brand
ByUnhappy camper55
Desember 21, 2022
I dont believe the room was actually cleaned for a new guest.
The dishwasher was full of dirty dishes with every thing dried on.
Kitchen sink was plugged
There were chips on floor under the desk
Told front desk every day i was there
Sink got unplugged but nothing else was taken care of.
DISGUSTING
ByAhoch
Agustus 28, 2022
I am livid that I spent my points on this nasty room. Brown stains on the walls the cold air return vent was nasty and dirty. The shower was disgusting and had mold. It was so loud and music was blaring all night even though they have a “strict no partying policy” DO NOT stay here if you want a peaceful night.
Tossed to the curb!
ByAHew
Juli 21, 2022
I checked in as an IHG member, made sure I verified my late checkout and went to my room. We were there so my husband could attend a friends funeral. The night prior to checkout I went down to the front desk to again make sure late checkout was in place on my stay. The girl at the desk was busy on her phone and stated that she would make sure it is on my room record, and went back on her phone (she said she was on social media). The next morning I get a call telling me at regular checkout time I must leave my room immediately (not very nicely). I then stated that I’m an IHG member and requested a late checkout and verified it twice. The women on the phone said they wanted me out now. My husband was at the funeral and I was alone. I was told to pack my stuff and sit out on the curb until my husband got back, that she was not honoring my late checkout. This was by far one of the worst forms of treatment I’ve ever been subjected to at an IHG hotel, and I’ve been a very good member and guest for many years. The management was by far very inadequate and this stay should of been far better then it was. Especially, the treatment of ALL guests IHG member or not by the front desk staff!
Better security
ByReece58
07 , 2022年 4 月
My granddaughter is traumatized because of your security guard calling the police on her and her 6 cousins and friends. Even the police knew something was wrong with this man trying to put them out at 12:00 midnight. When it was a whole other room with noise complaints. No apology or anything from anyone. Myself and my husband had to go go console them from our room on another floor. When asked did she enjoy her birthday she said yes until the police came. It’s just sad that what she’ll remember about her 7th birthday. She cried herself to sleep.