Gastnutzer
11. Oktober 2024
We booked our room at Staybridge Suites back in April for an October trip. We booked a double-bed suite. We even received a confirmation email a few days prior to our arrival. After a long day of flying with two children under 10, we arrived at the hotel only to be told that the room we booked was no longer available, nor were any similar rooms. They claimed they tried to contact us—just one hour before we arrived, when we were literally still at the airport. The front desk person acted like they were doing us a favor by calling at all, saying, “Well, we tried to call you, but you didn’t pick up.” It was around 7 pm when we arrived, so it wasn’t as if we were checking in late or missing a deadline. When we asked why we even bothered booking months in advance if they were just going to give our room away, the staff had no explanation. They offered us a queen bed and a pull-out couch for our kids, for the same price as the original booking. When we asked for a reduced rate since the room was clearly inferior to what we had reserved, the front desk person said, “No, that room is actually more expensive now, so we won’t charge you the difference.” We were floored. We then demanded to speak to the manager, who wasn’t on-site but was called. The manager apologized and offered us two single-bed rooms for the night, promising we’d get our original room the next day. It was frustrating, as we had to separate as a family, but we were exhausted and accepted. One of the rooms had a strong chemical smell, and the other had torn-up couch cushions. The next morning, during breakfast, we asked the front desk when we could move to the new room. A different front desk person replied rudely that, “It’s only morning, we won’t know until after 12 which room you’ll get.” We didn’t expect the room to be immediately available, but no one had informed us of any timeline. It felt unreasonable to expect us to wait around all day without any clear information. At that point, we’d had enough. We checked out of Staybridge and called Home2 Suites by Hilton, just a few minutes away on University Ave. They were wonderful! Not only did they give us a fantastic room at a lower rate, but they also let us check in early around 9:30 am after hearing about our experience. The amenities, breakfast, and cleanliness were all much better than at Staybridge. The Staybridge hotel felt outdated in comparison, with even a creaky elevator. Overall, we were incredibly disappointed with how Staybridge treated our family. We were planning to stay for an entire week, which wasn’t cheap. Whether it was a system glitch or the inexperience of the front desk staff, the way they handled the situation was unacceptable.
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