Staybridge Suites Denton

After checking into the hotel, we found the room unclean. Roaches around the bed and in the cabinets. Ants in the sink. Microwave had brown goo in it. The bathroom smelled bad. Stains on the sheets. Torn cushions on couch. Dirty kitchen utensils. When went back to the front desk I was informed that there were no other rooms available. The front desk attendant offered to have housekeeping come reclean the room. I said “ok” but when she called the housekeeper, the housekeeper refused to come back to the hotel to clean the room. Left with no other option, I was offered a 40% discount to stay in a nasty room. No way I would let my family sleep in a room like this so we left. I called the corporate office and they opened a ticket. The next day the manager offered a 50% refund. I refused as I didn’t want to pay for a room like that. The next day I was told that I will not get any refund and offered hotel points. Even after calling corporate again, they would not help. I don’t have an account with this chain so the points will do me no good. The real kicker is the sign at the front desk that promises to have a clean room or they will make it right. I don’t think this will ever happen. I have lost over 300.00 and hours of my time because of a dirty hotel and bad customer service. I do not recommend this hotel to anyone.

Our room smelled like animal urine next to the bed. Nauseating! It was obvious and should have been noticed by staff prior to renting the room. Won’t stay again. Housekeeping was also lacking and random everyday- sometimes garbages, sometimes towels, sometimes bed was made.

Stayed here for one night and were very happy with the hotel. Had a nice 2 bedroom suite, and everything in the room was as we hoped for. Only minus we can think of was that they had closed down breakfast 2-3 minutes before they supposed to, which should be avoidable. Conveniently located near multiple shopping opportunities.

This hotel is very nice in general regarding amenities and and quality but be care full with the General Manager Keith ******. He can make your life impossible. He is a Racism person. I was staying there this week with all my family of 5 and my dog. During the light meal time that is a moment where customers can go and have a light meal and drink. Mr ****** went over me claiming that I Cant do or take anything (free offered for all customers) just because he don’t like me and I’m Latin-American. I’m reporting this to IHG chain and to anyone that I can note. Just due to the General Manager Mr Keith ****** I will definitely never recommend anyone to use this property unless that you are willing to be treated as trash by a racis person. You wouldn’t want to even cross Mr ****** in the walkways!

We stayed in a 1 bedroom suite for 1 night and paid closed to $300 for it (through a 3rd party). I asked about upgrade options when I checked in and was told the hotel was sold out. Both the beds in the bedroom were so squeaky they kept my family up most of the night. Even turning over slightly caused an intense squeak that caused the other person in the bed to wake up. We were told by the front desk person that the sofa sleeper was a queen bed but it was barely twin sized and could only fit 1 person. There was a large dark brown stain on the corner of the mattress and the bed was extremely uncomfortable - the worst one my teen has ever slept on. The lock on the sliding bathroom (the only one in the room) as well as the one on the bedroom door was broken and the door did not close all the way. Overall, the room had a dingy feel to it. I spoke to the front desk person the first thing in the morning about all the issues and he told me he would deposit 1000 points into my account but that was never done. He gave me the card for their general manager, Keith, B and advised me to speak to him. When I spoke to him about the issues on the phone, he extremely defensive and stated I should have addressed the issues at the time they were happening. I explained we were not back in the room until late that night and did not go to sleep until midnight and did not know about the severe squeaking until then and my kids were already asleep. He said I should have still contacted the front desk to have these issues addressed at that time. I stated I knew the hotel was sold out so what could have been done in the middle of the night and he said I still should have tried to have it resolved in the middle of the night. I told him this was irrational and he loudly said to me not to use "foul language" while speaking to him. I clarified with him that he was talking about the word irrational and he said "yes, that is a foul word to me". He then stated this room was recently inspected and in no way could have any of these problems I stated and how does he know I am not just trying to get something free out of this? I asked him to check out the room himself which he said he did and of course told me none of the problems were found. He offered me 500 points "for my trouble" which I declined because I will NEVER stay in another property associated with this hotel ever again. It was the WORST hotel experience I have ever had - mainly because of the attitude of the manager.

Made reservations 6 weeks prior to arrival. Paid in full 6 weeks prior. The staff sold our room (overbooked) since “they didn’t think we were coming”. Staff exceptionally rude. Told us to stay in the parking lot while we looked for a new room 11:00 PM.

The director of sales at this place is incompetent. I was getting an employee rate weeks before they blacked out the dates because I work at another hotel, and he canceled it without telling me. I had to call the hotel before they called me asking about it. He said he was going call me before, but he had all the time in the world the day he cancelled it and never called me that day. Even if I am an employee I still got the conformation number to that room and have the right to be there because of the conformation number employee or not an employee. All he said was sorry and did not mean it and did not compensate me telling me you can go to another hotel. I called a different hotel, my manager, and IHG corporate they said he was not suppose to do that. He said we don't have to even give you the employee rate, and I was like then why was it on the app if you couldv'e taken off before I got the room. He was also yelling at me, and it was disrespectful that he, can treat an employee that works for the same company like that when he was obviously wrong.

The room wasn’t that clean or stocked: leftovers from previous guests in the fridge, a previous guest’s sock, no dish soap or bath mat. We had to get linens for the sofa bed from the front desk. The hotel was full so they are probably understaffed. The smoke detector flashes brightly in the bedroom about every 20 seconds.

We’ve stayed in a lot of Homewood Suites properties with our family of six over the years, but Staybridge Suites was new to us. Though we usually make a two-bed + sofa bed suite work for our group, with older (larger) teenagers and staying over Thanksgiving, I wanted a two-bedroom suite with kitchen. This property had the room we wanted at a fair price. Booking was easy through the IHG app, and I appreciated the birds-eye floor plan of the room on the site. The room was essentially set up the same as the two-bedroom Homewood suites. Our room was on the fourth floor and was absolutely quiet. It’s far enough from the interstate that road noise isn’t a problem, and the street that it’s on is not busy, so there were no sirens, etc. There’s a bowling alley next door and a mall across the street, plus some other restaurants within a 10-15 minute walking distance. Everything in our room was clean and in good condition. The beds and pillows were comfortable. The kitchen had a two-burner stove and a pot and a pan that were just a little too big for the burner setup. Still, I was able to cobble together Thanksgiving Day meals with one pot, one pan, one cooking spoon, and one spatula — with all the groceries coming from the Buc-ees store just a few miles away. It wasn’t gourmet, but it worked out ok. The free breakfast was good with several choices— hot food, cereal, yogurt, fruit, etc. They could use a few more tables in the breakfast area; we ended up eating on sofas the last day due to the tables all being full. Our only complaint would be that we were asked upon checking whether we wanted light or full housekeeping during our three-night stay. We chose light — empty trash, change out towels — and knew there would likely be no service on Thanksgiving Day. On Friday, however, we returned from a day out and nothing had been done. With the cooking from the day before, it would have been nice for the trash to be emptied. This was a minor thing for us, however, and did not put a blemish on our stay overall. We would definitely stay here again if in the north Dallas area. A solid five stars for what we needed in this stay.