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Guest Reviews
Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.
25%
Recommend This Property

Overall Experience

2.2

based on 5 reviews
25%
Recommend This Property

Ratings Breakdown

5reviews

  • 5 Stars
  • 4 Stars
    1
  • 3 Stars
  • 2 Stars
    3
  • 1 Stars
    1

Terrible - Just Terrible

By

02 August 2021

Two night stay this past weekend (8/1). $250 deposit for everyone (of course you get it back if you don't screw up the room, party and/or smoke.). Ok not a big problem with the deposit...but it won't be returned to my account/card for 4-7 days....

Hotel "suite" is very small. there is less than a feet separating the pullout bed and the main bed. Cracks in the sink, was afraid the water would leak out.

Needed linen for the pull-out sofa/bed and it took nearly an hour. The mattress was about 6 inches thin. No pillow, "because we don't have anymore."

So in the morning, I asked for an iron, because although there is a ironing table along with an rack to store the iron, there was none. I asked several times for an iron and after waiting nearly 90mins I left.

Checkout took very long, EVERY GUEST waiting to check out had something negative to say including one guest who said she had roaches in her room. When it was finally my turn for checkout, printer malfunctioned, could not get a hard copy of my receipt. Staff not friendly, seemed over worked and under staff.

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Lack of Hospitality, Unorganized, Deposit Not Returned

By

29 July 2021

I stayed at this hotel for two months. There were a lot of issues with customer service/lack of hospitality and a manager who never seemed to be around/available. There were issues with lack of towels, no toilet paper, no staff to clean your room, no staff to fix sink and toilet clogs. I understand nothing is perfect but the responses from some of the staff (their attitudes/being rude) just made it worse, seems like they didn’t care. I recently checked out and have been waiting over 10 days to receive the $250 deposit back. At the time of check out I was told my deposit was released. I called them after one week asking when my deposit would be returned and the front desk worker told me to check back in 10 days if I hadn’t received it. When I called back after the 10 days there was a different front desk worker who was very rude and just said, we released it, call your bank. They didn’t even know who I was or what room I was in or offer to look into it. I would appreciate if the manager would look into this and ensure that I receive my $250 deposit back.

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Needs update

By

03 July 2021

I have stayed here many times over the last 18 months. Staff have always been friendly and helpful. This last time is the first under COVID conditions. Miss the breakfast and evening socials. “Grab and go” is no substitute. Room furniture and carpet was tired and couch was uncomfortable. Beds were comfortable.

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Lacking in Customer Service

By

04 September 2020

Have written this review previously however, for some reason it never posts online. Am trying to post it again.

I travel frequently for wk & bus. & began staying at this here as soon as it opened in '15. I loved it & frequently recommended it to colleagues. We’ve stayed at this location 4 or more times already this yr alone.

I appreciate the location, generous rm size & their comfort.

Over the past 2 yrs or so, there’s been a noticeable, consistent, clear drop in quality on several fronts.

Even something as simple as curb appeal has changed drastically since I first began staying here. All around the property, front and back, the grass and landscaping is routinely overgrown and unkempt. It quite simply, looks neglected – at times something one would see at an abandoned lot.

The staff at the hotel is not well trained in customer service. There is actually, training in hotel management. I’m not sure, but it seems certain they’ve had none to bare minimum in this field. Maintenance, front desk staff – across the board, the staff is too often surly, unhelpful and have a general attitude as if guests are bothering them.

On this visit, we ckd into the property and as we left the elevator and moved towards the room, we heard a loud beeping sound that continually rang. I assumed it would end soon but it didn’t. I phoned the front desk to inquire & was told there was a door was opened to allow for fresh air in a smoky room – I was told it would soon stop. It didn’t. It went on for over an hour.

Apparently, a guest had been smoking in a X smoking room and a fire was almost started.

At 2 hours, I phoned the front desk again – there was no change.

At 1 more hour, I called the 1-800 phone # to complain and not long after, the alarm was shut off. There are so many unfortunate aspects of this matter.

Why on earth, wld they check me in, DIRECTLY NEXT TO A ROOM W/A BLARING SMOKE ALARM? Especially when other floors & rooms were available? That makes no sense.

Why did I need to call OUTSIDE of the property for help & to complain?

Over 3 hours in a room, directly next to a blaring smoke alarm is unacceptable and no one even checked on me, apologized or thought of compensation of any sort – an apology can be one of the most satisfying forms of compensation of all.
One of the features of this model hotel is the kitchen. Yet, there were no paper towels in the kitchen; on asking for some, I was told none were to be had. “We’re out” was the reply. That’s just not acceptable but yet, it was acceptable for Staybridge.

I asked for an extra pillow shortly after checking in – it never came. I had to call again well after 10pm before I got one.

Poor customer service.

Surely, we’re all living through unprecedented times and every business is dealing with unexpected challenges. That’s no reason however, for the property to not be as clean and well maintained as it once was. The hallways, the elevators, carpeting show too many areas of wear, soiling or damage. We wont return in future.

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Lacking in Customer Service

By

18 August 2020

I travel frequently for work and personal and began staying at this property as soon as it opened in 2015.

We’ve stayed at this location 4 or more times already this year alone.

I appreciate the location, the generous room sizes, their comfort.

Over the past 2 years or so, there’s been a noticeable, consistent, steep decline in quality on several fronts.

Even something as simple as curb appeal has changed drastically since I first began staying here. All around the property, front and back, the grass and landscaping is routinely overgrown and unkempt. It quite simply looks neglected – at times something one would see at an abandoned lot.

The staff at the hotel is not well trained in customer service. There is actually, training *IN* hotel management. I’m not sure, but it seems certain they’ve had none to bare minimum in this field. Maintenance, front desk staff – across the board, the staff is too often surly, unhelpful and have a general attitude as if guests are bothering them.

On this visit, we checked into the property and went to the room. As we left the elevator and moved towards the room, I heard a loud beeping sound that continually rang. I assumed it would end soon but it didn’t. I phoned the front desk to inquire and was told there was a door was opened to allow for fresh air in a smoky room – I was told it would soon stop.

It didn’t. It went on for over an hour.
Apparently, a guest had been smoking in a NON smoking room and a fire was almost started.

At 2 hours, I phoned the front desk again – there was no change.

At 1 more hour, I called the 1-800 phone # to complain and not long after, the alarm was shut off. There are so many unfortunate aspects of this matter.

Why on earth, would they check us in, DIRECTLY NEXT TO A ROOM WITH A BLARING SMOKE ALARM? Especially when other floors and rooms were available? That makes no sense.

Why did I need to call OUTSIDE of the property for help and to complain?

Over 3 hours in a room, directly next to a blaring smoke alarm is unacceptable and no one even checked on us, apologized or thought of compensation of any sort – an apology can be one of the most satisfying forms of compensation of all.

One of the features of this model hotel is the kitchen. There were no paper towels in the kitchen, just an empty paper towel holder; on asking for some, I was told none were to be had. “We’re out” was the reply. And the tone was such that, you felt guilty or foolish for asking. That’s just not acceptable but yet, it was acceptable for Staybridge.

I asked for an extra pillow shortly after checking in – it never came. Had to call again well after 10pm before I got one.

Poor customer service.

Surely, we’re all living through unprecedented times and every business is dealing with unexpected challenges. We're not looking for perfection at all. But that’s no reason however, for the property to not be as clean and well maintained as it once was. The hallways, the elevators, carpeting show too many areas of wear, soiling or damage.

I wasn’t happy at all with our stay and strongly considering not returning in the future.

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