Staybridge Suites

[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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I read the response letter and that is not an accurate accounting of what this guest accepted.  I being a guest with Platinum elite status at all [redacted] hotels, and Diamond status with the [redacted] hotels.  I had called and talked with the manager at the [redacted]  (this management company owns this hotel  as well) and was given a tour of the [redacted] and then he took me to the Staybridge Suites for a tour.  I was given a rate of $94 for either hotel.  There was no mention of the rate increasing at the time I was visiting and given a tour of the hotels.  The only difference I was notified of was that I would be receiving the tax back after 30 days, and the Staybridge was for longer stays. I did in fact like the Staybridge better and accepted the $94 dollar rate which was 6 dollars more that I had notified the management that I could spend.  
When I checked in there was no talk about rates increasing, there was no talk of me not being given the upgraded room (as per my status at both [redacted] and [redacted] Hotels I am given room upgrades at no additional cost, based on availability).  So, I asked for an upgraded room that could handle my family visiting, at no additional charge.  It was not until the end of January that the Staybridge told me that they were going to increase the rate.  They said different things, but my initial answer was still the same, I am allowed to spend more than 88 a night plus tax.   I did in fact check out after 32 days.  At that time the sales manager told me that she could not honor the 94 dollar rate if I wanted to come back.  I said that I did not accept the rate increase.  They told me that they would put me in at the 94 dollar rate, (like they were doing me a favor) for my next stay.  She did in fact tell me if I did check out again that they would not extend the 94 dollar rate if I checked out again.  So I checkout again after my room was being entered with the do not disturb sign and I had to go home.  I did not ask to be put in at the 94 dollar rate again because I was told that they were not going to be extend that "courtesy" again.  I was checking out and the sales manager came to the dest and told me that I was going to be back charged for the nights I was there.  I told her that I was not going to argue with her, but I did not sign a long term contract, and the only rate I did accept was the 94 dollar nightly rate.  There was no monthly rate or weekly rate discussed.  I was given an upgraded room based on my status with the hotels rewards program. 
I have had to find another hotel to stay with because of this companies failure to keep their agreements with me.  I find it very disrespectful for a company to authorize their employees to use unethical business practices with regard to charging unauthorized charges to a credit card.  It is sad that this company would rather argue with a guest that would have been there for up to a year about rate changes and additional charges rather than doing their job "hospitality".  Here is a link to the definition of hospitality :   http://en.wikipedia.org/wiki/Hospitality     
Regards,
[redacted]

To whom it may concern:
I have attached Mr. [redacted] signed registration card where he has initialed the rate and agreed topay the bill. At 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
 
 
 
[redacted]SUPPORTING DOCUMENT HAS BEEN REDACTED BY Revdex.com[redacted]

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 19454. 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, 2015 and departure on April 10, 2015. 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 30 consecutive days and beyond. The rates quoted were $94.00 from 1/1/15 to 1/31/15 and $99.00 from 2/1/15 to 4/10/15. It was made clear to the guest at the time the stay was booked that the rate would increase on 2/1/15 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 10 days after arrival, the guest asked to be upgraded to a larger more expensive one-bedroom Suite. The management staff did so, even extending the guest the deeply discounted rate of $94.00 for this room that typically sells at $139.00 per night.
The guest departed the hotel on February 5, 2015 after a 35 day stay. Shortly, after departure the guest spoke to the General Manager of the hotel and indicated they would like to return. The 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 $94.00 and again explained to the guest that rate is contingent upon the length of stay being 30 consecutive days or more. The guest agreed to the rate and reserved another 30 day stay with arrival on February 8, 2015 and departure on March 10, 2015.
The guest departed the hotel on February 20, 2015. 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 $300.00 as the guest did not meet the terms of the extended stay discount rate of $94.00 checking out prior to the originally reserved 30 days. The 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 $25.00 per night for the 12 nights stayed (2/8/15-2/20/15) as opposed to the $45.00 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 $94.00 rate was contingent upon the stay being 30 days or more, therefore, no further discount or refunds will be offered.
The 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 appropriate.
Again, 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 requirements.
If 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 58106

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 patient. While we...

know we cannot please everyone, it is our goal to do so. Thanks so much.

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 attorney. font-size: 12.8px; font-family: arial, sans-serif;">Regards,
 [redacted], General Manager(p) 262-200-2900
(f) 262-200-2901
(cell) 920-253-5744Staybridge Suites Milwaukee West1141 Blue 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 19454. This is in response to the guest's rejection of our initial response submitted on March 3, 2015.While the guest is correct in stating that the Staybridge Suites and the neighboring [redacted] & Suites are owned by the same management company, TMI Hospitality, they are not considered one entity nor do they typically house the same type of guests. The Staybridge Suites thrives off of extended stay guests (guests requiring lodging for 30 days or more) and in turn is able to offer decreased rates. The [redacted] & Suites is focused on short term stays (guests typically staying l to 5 nights) with rates ranging on the higher end from $129 to $159, Dan W[redacted], General Manager at the [redacted] & Suites does not recall speaking to this guest and stated his location does not have a $94.00 rate to offer nor has he ever offered a rate that could be utilized at both locations. Mr. W[redacted] does not have authority to offer rates for the Staybridge Suites as he does not oversee that location.
This guest did in fact check-in on 1/1/15 into a King Studio suite (room 412) and on 1/10/15 was moved to the upgraded room type 1-bedroom suite (room 416) at the same cost due to the length of stay and the guest’s status as a Priority Club Member.
On 1/27/15 the guest called down to the front desk and asked to speak to a manager, the guest spoke to Ashlei B[redacted], General Manager of this location. At that time the guest asked if they could continue to receive the $94.00 per night extended stay rate as opposed to the increased rate of $99,00 starting 2/1/15. Ms. B[redacted] explained that since the guest was expected to be there until April she was more than happy to extend the $94.00 per night rate for the remainder of the guest's stay. Ms. B[redacted] stated that the guest thanked her but indicated their budget was only $88.00 nonetheless; the guest enjoyed the location and was willing to pay the additional $6.00. Ms. B[redacted] apologized she couldn't get any closer to the $88.00 rate for the 1-bedroom suite the guest was in but could get close to the desired rate of $88.00 if the guest returned to the King Studio Suite the guest had originally occupied. Ms. B[redacted] stated that the guest indicated he was completely fine staying where in the room currently occupied and paying $94.00 for that 1 bedroom Suite. Ms. B[redacted] is the only person at the hotel that the guest ever spoke to regarding rates and the length of stay, the Sales Manager had no contact with this guest. Ms. B[redacted] is the person that explained to the guest on the morning of departure that she would be adjusting the room charges based on the guest not meeting the terms of the agreed upon extended stay rate which were to stay 30 or more days. The guest was notified in advance that these charges were being accessed and the terms of the $94.00 rate were conveyed on several occasions.
As previously stated in our last response the management team is only aware of one occasion when the guest's room was entered when a Do Not Disturb sign was on the door.  This was in order to place a package in the room that the guest indicated was extremely important and prearranged upon its arrival to be immediately delivered to the guest.  We stand behind our previous decision to not offer this guest any further discounts or compensation regarding this matter.
Sincerely,
Lisa H[redacted]
Guest Relations Specialist
TMI Hospitality
[redacted]
Fargo, ND 58106

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 [redacted]. I called and cancelled my reservation however, the agent only cancelled one of the two rooms. I attempted to call them 5-6 times, when I got to the financial person- Mirlinda, she told me that only 1 room was cancelled and that because the other one was not, I would be charged. I let her know I cancelled my entire reservation and she did not accept this. I asked to speak her manager and she put me on hold for a long time and then proceed to hang up on me. She 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 EMAIL. Mirlinda sent me a copy of a receipt and transaction report stating that I was refunded on July 5th, which was three days prior. I was little irritated to see that it was allegedly completed but I was never contacted to say it was done. Since then I have not received a refund. I 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 be. I have never been so dissatisfied with Staybridge. Honestly, anyone can throw together a receipt and "say" it was done but obviously it was not completed as the date on the receipt indicated. I 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!

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]  [redacted] General Manager Staybridge Suites Middleton 7790 Elmwood Drive

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Staybridge suites regarding complaint ID...

12017699.
Regards,
[redacted]

It is always our number one goal at Staybridge to make sure our guests have the best experience possible while staying with us.  If at anytime we fall short of achieving this goal, we make it our top priority to find out where we went wrong and correct the situation in a timely manner.  On...

September 05, 2013 [redacted] reached out to me to block rooms for her family reunion to be held July 18-21, 2014.  I started the process and blocked the rooms for Ms. [redacted]. Several days before arrival date for the reunion Staybridge experienced an unforeseen situation that caused us to have to relocate some but not all of our guests arriving over the next few days.  This included some members of the family reunion.  On July 16, 2014,  I personally contacted all of my guests that would have to be relocated to my sister property Residence Inn, Ms. [redacted] being on of the ones I had to relocate.  I spoke with Ms. [redacted] two days prior to arrival to inform her about the relocation to Residence so that she would not walk into Staybridge blind sided.  During my conversation on the phone with Ms. [redacted] she informed me that she would be arriving a day early.  Ms. [redacted] made her reservation online to arrive on July 18, 2014 however she wanted to come in on July 17.  I told her that would not be a problem at all and I would set her up for July 17 at Residence Inn.  I explained to Ms. [redacted] why I had to relocate her.  I also explained that she would not be the only one of her family members to be relocated.  She told me that she understood, she thanked me for letting me know ahead of time,  and I assured her that she would be taken care of at Residence Inn.  Upon arrival, Ms. [redacted] was missed informed about room types and arrival dates at Residence.  She proceeded to Staybridge to meet with me. Ms.[redacted] came into my office very upset over the misunderstanding at Residence that lead her to believe she did not have a room there.  I tried to calm Ms. [redacted] and stop her from using profanity while speaking with me.  I finally got her calm and checked her in at Staybridge where I gave her a complimentary night for her inconvenience. I did tell her that the next day she would have to be relocated to Residence Inn where her reservations were already made for her.  I left work for a little while and returned where I found Ms. [redacted] in the office with my General Manager [redacted].  [redacted] was trying to calm Ms. [redacted] as well as she did not understand why some people were able to check into the hotel and she had to be relocated.  I had already discussed that with Ms. [redacted] and could not understand what the fuss was about.  We finally got her taken care of, staying at Staybrigde on 07/17 for free and the remainder of her stay at Residence Inn.  I am not sure where she received information about 40,000 points because that was not a promise that was made by myself or [redacted].  We NEVER award 40,000 points for inconvenience.  It takes 3-5 business day for points to hit a rewards member's account.  Why almost a year later is this coming up?  We accommodated Ms. [redacted] by squeezing her in a day early at Staybridge as well as allowing her to the night for free.  Our policy is when we relocate a person to our sister property, we must contact them BEFORE they make it to our hotel to check in.  In the event that we do not contact them PRIOR to arrival and we have to relocate them, then we are responsible for their stay, other wise, they will pay for their accommodations.  Ms. [redacted] was contacted two days before her arrival date, accommodations were made for her at Residence Inn and a complimentary night was given to her at Staybridge.  She was never promised 40,000 points by myself or [redacted] therefore we can not honor her request.

Guaranteed check-in times not honored. Customer is forced to wait over an hour for confirmed room. This hotel does not honor guaranteed check-ins at 3:00. They are either extremely disorganized, short staffed or have limited rooms to accommodate pets. Really, why would a room not be ready by 3:00 when check-out is at 12:00? I have noticed similar complaints from other customers.We were on vacation in [redacted] (from [redacted]) but were forced to drive from [redacted] to this hotel for a 3:00 pm check in as our dog was having extreme respiratory issues (due to the high altitude). We were forced to wait in the lobby until around 3:45 pm (while our reservation had a guaranteed check in at 3:00 pm). We actually first arrived at the hotel around 1:30 and spoke to another employee. I told her the issue with the dog and she confirmed the room would be ready at 3:00. The customer is not their priority.Further the A/C was not working in the lobby which exasperated the situation and leaded to my dog's condition. We observed the room ([redacted]) appeared to be available since around 3:00 but clearly no priority to expedite the cleaning. The hotel overall is nice and they have potential if they can work on customer services and honoring the entire contract.Desired SettlementA settlement in not necessary but this hotel should not be able to advertise guaranteed check-in (when rooms are not available). If you scan reviews, this is a common practice for this hotel. I request that you leave this negative marking so other customers are not equally inconvenienced.Final Consumer Response OK to drop case. This was resolved satisfactorily by management.

Review: I HAD A 50TH BIRTHDAY PARTY BOOKED HERE AND THE THE ORIGINAL 2 MANAGERS THAT BOOKED IT WERE FIRED SO THE HEAD MANAGER [redacted] DIDNT HONORED MY CONTRACT AND LEFT THE HOTEL WHILE WE WERE WAITING ON HIM JUST WALKED OUT.hAD A VERY BAD ATTITUDE LIKE IT WAS MY FAULT SO 3 DAYS BEFORE MY EVENT IM TRYING TO FIND ANOTHER LOCATED AFTER I HAD SENT OUT 100 INVITATIONS.HE WAS VERY UNPROFESSIONAL AND NO ONE SHOULD HAVE TO DEAL WITH THAT KIND OF STRESS BEFORE THEIR EVENT.WILL NOT RECOMMEND ANYONE TO THIS HOTEL.ON TOP OF THAT I WAS A REGULAR CUSTOMER TO THIS PARTICULAR HOTEL AND SAW A WEDDING THERE THAT IS WHY I CHOSE THIS HOTEL.Desired Settlement: I THINK IF HE S NOT A PEOPLE PERSON HE DOESNT NEED TO BE IN THIS BUSINESS BAD BUSINESS FOR THE HOTEL.