Staybridge Suites

This place is horrible. We stayed here for a while and we were very upset & discomforted on how the manager Mark spoke to his employees. Even in front of guests. no one should be working under those circumstances. The rooms aren't clean enough as well. There needs to be new management change immediately. We will not be back here until things change. 2220 market place blvd irving tx 75063

I was staying at the Staybridge Suites in Largo, Maryland from September 2022 to January 26, 2023. I’m relocating and now staying at the Plano, Texas Richardson location and ask if you all would please make note and address the following, please.

1. Staff do not greet or say hello to guest and even when I speak to staff their attitude is not welcoming. On the elevator with staff they’re distant heads down and refuse to speak and rude. Largo staff ALWAYS greeted guest and made guest feel welcome.

2. It’s clear the Largo location is newer, but for Plano-Richardson to have no sanitizer in majority of the containers, no wipes in the gym to clean the machine or sanitizer the machines is frustrating.

2. I had to personally clean the room which I’m staying by wiping off the counters and the drawers has to be lined due to the fact they haven’t been cleaned. The windows had black dust on them and a window cleaner would be a great investment to be able to see out the window. It appears as if it’s cloudy all day, due to the layers of dirt build up. Management refusing care for the building for their year end bonus? This building needs better care and attention to details to avoid costly repairs.

3. The pool area was dirty with trash I had to clean the area of the chairs and no complimentary towels on the chairs and outdoor area hasn’t been swept with the leaves piling.

4. The maintenance used the mop to sweep the hall opening the door to get rid of the debris and never vacuumed the carpet.

There is a big difference with management, care of the building and respect to guest. I highly commend the Largo Maryland staff and posting on my social media of highly recommending…the management team at that location needs to come to Plano, Texas Richardson location to teach the management of this property, how to demonstrate quality customer service and hospitality.

Five stars for Largo
Three stars for Plano

Respectfully,
Concerned Guest

[redacted] booked a one night reservation through Booking.com, for the night of 8/27/ [redacted] called the hotel at 5pm on 8/27/to cancel his reservationThe hotel maintains a hour cancellation policy, in which reservations must be cancelled the day before arrival or will be charged the first night's room and tax, which we informed [redacted] On 8/30/16, he called the hotel and spoke with both the Assistant General Manager and General ManagerWe informed him that we couldn't waive the penalty,? but could offer him a credit so that? we could apply the payment toward any? future reservation through 12/31/At no time did? any team member? agree to refund his reservation.? ?

To whom it may concern: I have attached Mr [redacted] signed registration card where he has initialed the rate and agreed topay the billAt this point unless we here from his friends who were supposed to pay for the room andreceive a credit card authorization to change the form of payment we are unable to do anything else forhim Sincerely, The Staybridge Suites Seattle-Fremont ***SUPPORTING DOCUMENT HAS BEEN REDACTED BY Revdex.com***

Thank you for notifying us of customer: Ms [redacted] as referenced by # [redacted] )We strive to provide all of our guests with the best possible service, and we attempted to rectify her concerns to the best of our abilities during her recent visit When we couldn’t do as such, we have a brand policy to provide a one night’s compensation, in which we didWe’re sorry that she received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration which I expressed to Ms [redacted] personallyWe had a full hotel and we were unable to accommodate her in another roomI did go to her room (and a few others) and we didn’t truly feel the odor was distinct and we could only think that perhaps other guests had been standing outside the building near her air-conditionerI realized she was highly sensitive and I did ask her if she wanted to move the next day when a room was available, she did and we accommodated her wishes To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we’ve notified the proper departments of her complaintMsLee has also contacted our brand for further follow up as wellThank you again for bringing these matters to our attentionSincerely, [redacted] [redacted] General Manager Staybridge Suites Middleton Elmwood Drive

We are writing in response to a comment made by a patient who recently moved to the area Every effort was made to make this patient happy When she remained unsatisfied a full refund was issued Our greatest desire is to provide excellent care for each and every patientWhile we know we cannot please everyone, it is our goal to do soThanks so much

I want a refund Called 2/20/to cancel a reservation that my husband [redacted] made on 2/8/ Check in date 3/2/2018,check out date 3/4/2018,conformation number [redacted] Member number [redacted] We have had an unexpected death in the family and are unable to keep our reservationI spoke with *** She informed me that the hotel does not issue refunds under any circumstances Pre paid $on a visa card

In response to the Customer Concern ID [redacted] , we prefer not to go into depth with the response as the customer has taken legal action, has hired an attorneyRegards, [redacted] , General Manager(p) 262-200- (f) 262-200- (cell) 920-253-5744Staybridge Suites Milwaukee WestBlue Ribbon Drive | Oconomowoc, WI 53066www.staybridge.com/milwaukeewest

Dear Sir or Madam,I am writing in regards to complaint # [redacted] filed by a former guest of the Staybridge Suites located at [redacted] North Wales, PA I am a representative of TMI Hospitality, the management company that operates this location.This guest's original reservation was booked for arrival on January 1, and departure on April 10, At the time the reservation was made it was explained that this hotel offers discounted rates for guests staying an extended period of time, particularly consecutive days and beyondThe rates quoted were $from 1/1/to 1/31/and $from 2/1/to 4/10/It was made clear to the guest at the time the stay was booked that the rate would increase on 2/1/and the guest accepted the rates by securing the stay and checking in on January 1, 2015, This guest originally reserved a Studio with one king bed, however days after arrival, the guest asked to be upgraded to a larger more expensive one-bedroom SuiteThe management staff did so, even extending the guest the deeply discounted rate of $for this room that typically sells at $per nightThe guest departed the hotel on February 5, after a day stayShortly, after departure the guest spoke to the General Manager of the hotel and indicated they would like to returnThe guest inquired about receiving a rate of $88.00, however the manager explained the best rate she could offer was the extended stay rate of $and again explained to the guest that rate is contingent upon the length of stay being consecutive days or moreThe guest agreed to the rate and reserved another day stay with arrival on February 8, and departure on March 10, The guest departed the hotel on February 20, At that time the General Manager explained to the guest verbally and via email that she would be assessing the guest’s card an additional $as the guest did not meet the terms of the extended stay discount rate of $checking out prior to the originally reserved daysThe manager did take into consideration the guest's frequency of stay at this location and as a gesture of goodwill only charged the guest an additional $per night for the nights stayed (2/8/15-2/20/15) as opposed to the $per night that the room was actually priced at during that time, This guest was given an upgraded room at a deeply discounted rate, and it was explained to the guest on numerous occasions prior to and during the stay that the $rate was contingent upon the stay being days or more, therefore, no further discount or refunds will be offeredThe guest also mentions a concern that a package was delivered to his room even though a Do Not Disturb Sign was on the door This is accurate However, the guest spoke to the Assistant General Manager the morning of the package's delivery and explained that they were expecting a very important package The Assistant Manager assured the guest when the package was delivered it would be immediately placed in the room When the package arrived, in an effort to keep our promise to the guest, the decision was made to enter the guest's room despite the DND sign to ensure the safe and secure delivery of the guest's very important package During the course of the guest's stay we were not made aware of any concerns with the room not being properly serviced We do certainly apologize if the guest felt their need for privacy was not honored and will address that with our staff as appropriateAgain, at this time we will not be offering this guest any further discounts and/or adjustments as it was made clear to the guest the terms of the extended stay discounted rate and this guest unfortunately did not meet the requirementsIf you have any further questions or concerns please feel free to contact me at ###-###-####Sincerely, Lisa H [redacted] Guest Relations Specialist TMI Hospitality [redacted] *Fargo, ND

I booked a room with the Staybridge in New York Time Square and I was guaranteed that I could cancel, long as I cancel before the ***I called and cancelled my reservation however, the agent only cancelled one of the two roomsI attempted to call them 5-times, when I got to the financial person- Mirlinda, she told me that only room was cancelled and that because the other one was not, I would be chargedI let her know I cancelled my entire reservation and she did not accept thisI asked to speak her manager and she put me on hold for a long time and then proceed to hang up on meShe did not return my call (even though she had my information from the reservation)I called back requesting a general manager to call me and I was told I would be contacted by 5pm that day and I never heard back from management I posted my last review on [redacted] and I was promptly responded to and greatly appreciated it The New York-Time Square location did, finally, contact me via EMAILMirlinda sent me a copy of a receipt and transaction report stating that I was refunded on July 5th, which was three days priorI was little irritated to see that it was allegedly completed but I was never contacted to say it was doneSince then I have not received a refundI contacted Mirlinda and have been ignored Its a shame to say that the actions of one agent does affect how you perceive a whole company to beI have never been so dissatisfied with StaybridgeHonestly, anyone can throw together a receipt and "say" it was done but obviously it was not completed as the date on the receipt indicatedI did not receive a refund on my credit card for over a week(they must not have batched out?! who knows) poor practices-- never apologized for the their mistake and the trouble I had to go through!

I stayed at the Staybridge Suites on the weekend of 5/12/ Two days after my stay, I noticed an extra $on my credit card statement, so I called the hotel The manager, ***, claimed it was a smoking fee I told her there must be a mistake, I don't smokeShe said nothing she can do about it, I told her I could provide my MDs signed documents where I am ordered to not smoke due to ongoing treatment for colon cancerShe replied maybe it's marijuana smoke So I contacted corporate and filed a complaint They essentially said they documented it, and would have the GM *** reply directly to me *** this morning said he smelled marijuana, and that I was lyingI told him, no I didn't smoke, and would even offer both my MDs signed documents, and a drug test to prove I didn't smoke anything, which he declined *** is insisting his nose is burden of proof and I am lyingSo at this point I have filed with American Express around fraudulent charges, since the GM is unwilling

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.For the past year I've been trying to reach the hotel and they avoid every call and email madeWe had a verbal agreement that they would compensate me for lost and damaged items due to their neglect and the bed bugsI did retain a lawyer only so they would be forced to respond to meIt was the only way to get them to answer meThe lawyer talked with their insurance and were told that I did not have a case because my bites took days to appearA claim that is ludicrous because even the CDC says that it take that long for them to come out. The attorney I contacted was out of state and they recommended taking it to court and hiring and in state attorneyI was trying to avoid a lengthy court battle and wanted to try and settle out of courtNow the hotel is back to not responding to meI have released the legal help that I had as they are not even allowed to practice in the State of WisconsinSo, no, I do not have representation in this matter
Regards,
*** ***

When we first arrived at this hotel, I was very pleased with how we were treatedThe hotel itself is very nice and has tons of amenities and things to doI chose this hotel because they are pet friendly and I was traveling with my dogThe problem arose when some it complained that my dog was barking at 1:in the middle of the dayOk, so you were looking for something to whine about because you're the only one I know who sits in their hotel room in the middle of the day on VACATIONSo I was relaxing out by the pool when I received a call from Ron at the front desk telling me "you have to come get your dog"First of all, you don't EVER talk to a customer like thatSo I stormed up to the front desk and asked him if he expected me to sit in my room all dayYes I have a dog and yes he barks sometimesWhat do you expect me to do? Give him a pacifier and rock him to sleep? Press a button and turn off the barking? He proceeds to tell me that if I board my dog for night, I can get my pet fee backSo I ended up boarding my dog at the vet next doorSo after I dropped my dog off, I came back to get my refund, and there was a blonde girl workingShe was completely rude and had an attitude with me and literally told me she would not refund my moneyI wasn't even asking for the entire fee, only for one nightSo I, of course, was HIGHLY pissed by this pointI can't stand being drug through the mud and everyone telling me different thingsThe next morning when we checked out, rob was at the front deskI turned in my keys along with the comment card that the hotel gives to ask how your stay was and what they can improve onSo as a customer, you're asking my opinion and I Gave it to youTherefore, I should be able to do that and feel comfortable that I'm not going to be judged or ridiculed for my opinion that YOU asked forSo in the review, I simply said that I was not satisfied because Ron told me that I could get my refund and then the rude blonde lady refused to refund meThen the review asked what the hotel could improve on so I said they should hire people who know what they are talking about and don't treat customers like crapWell when I checked out, I told him how the blonde lady refused to refund me and he looked shockedI told him that I only wanted the one night and he said he would talk to his manager and let me knowSo I left and got my dog from the vet and headed homeAs soon as we left the vet, I received a call from RonHe told me that he refunded me for $and I said thank you very much and thought that would be the endBut no, this it decides he is going to talk about the review I left and tell me that I should never tell a hotel to hire other peopleHe told me that I was young so I probably don't know and called me an irresponsible pet ownerFirst of all, you jerk, my age has nothing to do with itI am a paying customer just like anyone else and that is prejudice for you to even say to meSecond of all, I have a right to my opinion and you DO NOT call a customer to yell at them for the opinion that they leave for the hotelThat is a TOTAL violation of my privacy and you should be FIREDYou are plenty old enough to know betterAnd don't you EVER call me an irresponsible pet ownerI take very good care of my dog and you don't know anything about meMy dog barking doesn't constitute me being irresponsibleEvery dog barksBut maybe you don't know that since you're oldSo I am now waiting on a call back from the general manager and you best believe if I don't get one I will call until I get somewhereAnd corporate will be hearing from me as well

I was traveling to Austin, Texas the week of April 2, through the 7th of April
I made a reservation to stay at Staybridge Suites
A second reservation was made for April 9th - April
Both reservations were canceled
A reservation cancellation number was given *** A reservation number of
This reservation was for the 9th of April - the 11th of April
Monday the 9th of April, my card was charged
I did not check into the hotel
I am in Cleveland,Ohio
More importantly why was card information saved and charged
I need the money placed back on my card expeditiously
Is this a practice for this hotel?
Why have a I had to jump through hoops to get my money back ?
This is not my error

I want a refund
Called 2/20/to cancel a reservation that my husband *** made on 2/8/ Check in date 3/2/2018,check out date 3/4/2018,conformation number *** Member number *** We have had an unexpected death in the family and are unable to keep our reservationI spoke with *** She informed me that the hotel does not issue refunds under any circumstances Pre paid $on a visa card

Complaint: ***I am rejecting this response because: No price for the room was ever stated and no invoice was given at cheor check-out The card was only given for incidentals and that was all I agreed to at the time of check-in.Sincerely,*** ***

To whom it may concern:
Here is our response to the above mentioned case:
Guest stayed with us August 9th for one nightThe reservation was made by an in-house guest under theirname with their credit cardIt was noted on the reservation that the new guest would be checking into this 2ndroom
butthe reservation had no indication that the guest who booked the reservation was going to be payingfor the room and taxAs a procedure, the Front Desk Clerk requested a credit card uponcheck-inThe guest was charge one night room and tax and parking feeOn09/19/the guest called inquiring about the charge on his account andwanted to us to reverse the chargesHe called several times (differentshifts) to see if we can refund his credit cardAs hotel procedure, everytime he called he was told the same thing by the Front Desk Agents; that weneeded permission from his friend to charge their credit card and for themto submit a credit card authorization form as they was no longer in the hotel.Once we receive the credit card authorization form, we will refund hiscredit cardWe have tried to reach out to the guest who booked thereservations and after several voice mails, we have not heard back from him
Sincerely,
Staybridge Suites Seattle-Fremont

*** *** booked a one night reservation through Booking.com, for the night of 8/27/*** *** called the hotel at 5pm on 8/27/to cancel his reservationThe hotel maintains a hour cancellation policy, in which reservations must be cancelled the day before arrival or will be charged
the first night's room and tax, which we informed *** ***On 8/30/16, he called the hotel and spoke with both the Assistant General Manager and General ManagerWe informed him that we couldn't waive the penalty, but could offer him a credit so that we could apply the payment toward any future reservation through 12/31/At no time did any team member agree to refund his reservation.

Thank you for notifying us of customer: Ms. [redacted] as referenced by #[redacted]). We strive to provide all of our guests with the best possible service, and we attempted to rectify her concerns to the best of our abilities during her recent visit.  When we couldn’t do as such, we have...

a brand policy to provide a one night’s compensation, in which we did. We’re sorry that she received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration which I expressed to Ms. [redacted] personally. We had a full hotel and we were unable to accommodate her in another room. I did go to her room (and a few others) and we didn’t truly feel the odor was distinct and we could only think that perhaps other guests had been standing outside the building near her air-conditioner. I realized she was highly sensitive and I did ask her if she wanted to move the next day when a room was available, she did and we accommodated her wishes.  To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we’ve notified the proper departments of her complaint. Ms. Lee has also contacted our brand for further follow up as well. Thank you again for bringing these matters to our attention. Sincerely, [redacted] General Manager Staybridge Suites Middleton 7790 Elmwood Drive

[redacted] booked a one night reservation through Booking.com, for the night of 8/27/16. [redacted] called the hotel at 5pm on 8/27/16 to cancel his reservation. The hotel maintains a 24 hour cancellation policy, in which reservations must be cancelled the day before arrival or will be charged...

the first night's room and tax, which we informed [redacted]. On 8/30/16, he called the hotel and spoke with both the Assistant General Manager and General Manager. We informed him that we couldn't waive the penalty, but could offer him a credit so that we could apply the payment toward any future reservation through 12/31/16. At no time did any team member agree to refund his reservation.