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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.
43%
Recommend This Property

Overall Experience

2.7

based on 7 reviews
43%
Recommend This Property

Ratings Breakdown

7reviews

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

Excellent hotel

By

15 September 2022

club

It is excellent hotel with clean rooms and common areas. Recommend to stay.

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Terrible management

By

26 July 2022

club

My family and I stayed here for a week. Upon our check in we was in our room for 20 mins when my daughter was poked by something sharp on the side of the couch. I went to see and found a package so I pulled it to find out it was a used Covid test. You could tell with the used strip and the nose q tip. I immediately wrapped it with a tissue and washed and sanitize my hands and my daughters hands. There was a maid next door cleaning and I notified her and she took the test package. So the maid comes back with new keys saying they moved us. So we pack and go up to the next floor. Unpack and all to find out the toilet is broken they have to move us again. Moving forward two days I start to show symptoms and I went down to talk with a manager only to find a rude unprofessional lady who is the manager telling me that “ you can NOT catch covid from surfaces” that who knows I may have put the test there myself so I asked to speak to general manager and she comes out all mad and starts accusing me of lying and where’s the test strip and all this stuff. Even went as far as her saying “ go ahead and sue us” “ you can’t catch covid from surfaces once again” in my mind I’m thinking … why would you put how clean and sanitized your hotel is on the advertisement? Why would you sanitize a hotel if you can’t catch covid from surfaces? Anyway the management handled the situation terrible and we was never given a apology. Other then the management the staff was great and helpful. I couldn’t leave the hotel because I had tested positive and isolated myself in the room. My family was fortunate to have not caught it. Don’t stay here there’s Covid on the surfaces and the management may beg to differ!

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No cleaning done in 19 nights.

By

08 July 2022

No one stepped into my room to do any cleaning. Also, the main front desk person was that lady was rude and spoke to guest as if they were stupid.

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Great Hotel

By

28 June 2022

I would definitely recommend staying at this hotel. The staff is very friendly. The hotel is very clean. During my 5 night stay I saw the staff cleaning the carpets, floors, and common areas everyday. Breakfast was great and convenient. The hotel is close to grocery stores, downtown, and many places to eat.

I would like to give a special thank you to "Alicia." She was working the front desk the night I checked in. I was having a problem with a few things in the room. She immediately personally came to the room and inspected it. She graciously moved me and my family to a different room. She was very professional, accommodating, and made our stay very comfortable. She is a great representative of IHG Hotels.

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Poor staff, clean rooms

By

09 June 2022

We checked into our room, after waiting at the desk while the staff member was arguing with another guest about a car alarm. I get to my room, shower, and get in bed when the phone rings. I was checked into the wrong room and needed to leave and come back down because “the other guests arrived”. I had to gather my things, come down with soaking wet hair and wait to get checked into a new room, with the same amount of beds and spade. The staff wasn’t even sorry or kind about it.

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Customer service leaves a lot to be desired.

By

29 April 2021

I think it's best to share the emails exchanged between myself and the assistant general manager:

Good afternoon,

This past weekend my family stayed at your hotel for two nights. The size of the room and the layout were very nice, we had a great view of Camelback Mountain.

That being said, there are a few things that I have not experienced at any other establishment. I realize that the Staybridge is not a resort-style hotel, but we were very disappointed with the service we received from the night staff. On Friday night, my husband called the front desk to ask for a blanket for the pullout sofa bed that our daughter would be sleeping in. The man who answered said he would bring it up as soon as he could. We waited a considerable amount of time before we called again to see if, perhaps, we needed to pick it up instead. The man answered again and said he did not have any blankets for us, nor could he get us any, that the hotel simply did not have any extra blankets to spare. We told him our reservations were for three people and our daughter was sleeping in the pullout which only came with a sheet. I heard my husband ask if there was anything at all, even if it meant using a blanket belonging to another room since the hotel was surely not full. The man simply said, "nope" and was very dismissive. My husband was very irritated by this, so I walked down to the front desk and asked for a blanket. I told the woman at the front desk the situation and she said, "Why didn't your husband say it was for the sofa bed?" I told her I had distinctly heard him explain to the gentleman on the phone and that the man was not helpful. She said, "Well, I don't know who you talked to but we don't have any blankets anyway." She offered me a sheet, which I took as a last resort. This incident, along with dirty dishes in our room, Q-tips shoved under the sofa bed, the lack of mask enforcement inside the lobby, and pool rules not being enforced (children with dirty diapers in the pool, alcohol, unsupervised children, and more than 17 people in the water at once during a pandemic) has led me to send this email. We are not a rich family and spent close to $400 for this weekend, we are very disappointed that it went the way it did.


Thank you

Response:
Good morning,

Thank you for your email, I appreciate your concerns and your valuable feedback. This past weekend we were fully committed and had quite a few families in house, which limited our access to blankets, and I do apologize on behalf of my team for how they responded to your request. Rest assured we will be conducting training with our front desk team to assure they understand and properly handle opportunities like yours. Also because of your valuable feedback, we realized that we were in need of blankets and have placed an order so that our future guests will not have to face. Again, thank you for your valuable feedback and as a gesture of goodwill, I will be issuing a $100 credit to the card on file. If your journey ever finds you here at the Staybridge Suites Phoenix-Biltmore, please reach out to me directly, so I can assure your next stay is enjoyable. Thank you kindly.



Now, the reason for my initial email was not to receive compensation for the issues we had during our stay. But I will say that they never issued any kind of credit to my account after they said they would. I think that speaks volumes. Especially coming from a manager.

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Not so pet friendly

By

11 December 2019

After dealing with a house flood, I was placed at this Staybridge along with my small dog. This hotel requires a “fee” for pets and considers itself a pet friendly hotel. They placed me right by the elevator near the balcony that oversees the dining hall. I was contacted regarding complaints that my dog was “barking too loud”. Mind you that this was during the day while I would be at work (none quiet hours). Of course dogs bark, especially when left alone in an unfamiliar area and while they can hear others outside the door. I spoke to the “sales coordinator” first regarding this issue and all I got was smart remarks then was transferred to the GM. She had the audacity to tell me I should lock my dog in the tiny bathroom so she wouldn’t disturb any guests. I am furious with the way I was treated at this hotel. Please don’t call yourselves pet friendly and warn your other guests that there are pets at this hotel so they are aware. I’m not paying a pet fee just for cleaning, I’m paying it in order for my dog to be here with me. I will never come back to this hotel nor recommend it to anybody. Staff is rude, unfriendly, and not accommodating.

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