Consumer reviews and reports on scam companies, bad products and services
Staybridge Suites hotels
Staybridge Suites hotels ichotelsgroup Use caution when booking with IC Hotels Groups chains and dont book 3rd party San Antonio, Texas
9th of Aug, 2011 by User977818
Okay here's the deal. I booked this hotel through Hotels.com. I wish someone had told us if you have a problem with the hotel and book through 3rd party you have no recourse. We stayed in room 516. We arrived at around 10am and were told they were really busy and our room would be ready at 3pm check in time so we went and did our day and arrived back around 3pm. We were told room wasn't ready yet so we waited til around 4pm when the guy checked us in and issued our key cards but told us it would be another 30-45 Min's until room was ready. We had bought some food to cook in the room so we were being patient and went out to the patio area and cooked the food on the grills instead and the kids swam. At about 6:00 PM I rechecked and found the room still wasn't ready so I decided to continue being patient and started my laundry in the laundry room. The kids swam a little longer and then around 7:00 I rechecked and still room was not ready so I put the kids in the library room area with a monopoly game and Toy Story on the TV. I thought I was being patient and making the best of a tough situation for the hotel even though I saw several guest getting very agitated with the desk people. I then decided to explore the 5th floor since this was the first time I had booked executive level. while I was up there I tried to find the drinks and snacks that were supposed to be in the lounge but the fridge was empty. I noticed housekeeping outside my room. I politely asked her if the room was clean yet and she told me no and I said okay and went back down stairs. I went to the front desk and overheard the front desk clerks arguing with each other in the other room. She wanted to know why he issued room 516(which was ours) key cards because I was upstairs. He didn't understand why she would not have issue the cards because how did they keep up with all the cards if they held them after checking everyone in. When she came out I asked her what the problem was because I wasn't rude or anything but just had ask and then came straight back down stairs. She pretty much blew me off like she did everyone who had questions. finally at about 9:20 I went up and asked them how much longer and they called housekeeping who told them it has been ready. So I was finally able to go upstairs to our room. When we booked the room we called the hotel to see what the difference was between executive and regular and was told that you had secure access to that floor and there was a lounge with drinks and snacks in it. we never got drinks and were told when we asked that they were all out of drinks. So basically we wasted the extra money we spent on going executive. Also all night while we were waiting for room to become available I overheard just about everyone asking for a discount due to the rooms not being ready and repeatedly everyone was told No discount if you want a room you will have to wait for it to be clean. they even went as far to cancel someones reservation because they booked through third party and they called the third party and was trying to find a ready room at another hotel. The next morning when I was checking out I asked why they will not honor the 100% satisfaction policy listed in the book and was told it was because they were a franchise they are not part of the 100% satisfaction program. I told them they need to take the policy out of the room books and was told they didn't know why it was in it. I told them I shouldn't pay for the room because I barely got to enjoy it since I didn't get into it until bedtime and was basically told since I booked and paid third party there was nothing I could do about it. Basically they made it clear they were a franchise and ichotelsgroup doesn't mean anything because they make there own policies. I felt what they basically did to everyone was wrong because they knew the town was pretty much booked solid and us little customers had no choice but to wait and suffer because the hotel was short handed. One customer pointed something out. He said if the hotel has a lobby full of angry customers and instead of consoling those customer all the female clerk would do is hand customers a business card with the hotel managers name on it maybe he should have been called. Maybe the hotel manager should have been on site since she kept telling everyone who inquired about the room rate that they would have to talk to him anyways. This is my second stay at 2 different Stay bridges and I love the concept. But this hotel was way over their heads this night and they were very rude about it. I should not have had to pay for the room under the 100% satisfaction policy that said they would make us happy or we would not pay for that portion of the stay. I contacted the parent company about my concerns and received a form letter back basically saying there was nothing they could do because that location is a franchise and they do not control them. As a further step to either refunding my money for the stay or comping my next stay I believe the parent company should remove their 100% satisfaction guarantee from this locations books and premises since neither the hotel or parant company will honor their own words.

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