Staybridge Suites Phoenix - Chandler by IHG — Attraction in Chandler

The only pro I will give this place is that the rooms are spacious and a good size for families.

The blinds weren't big enough to cover the windows. The shower is child size, came up to chest height for me, I'm 5'7". I guess fortunately my 6'1" husband never got the chance to take a shower.

During our stay a lot of unexpected issues arose at the hotel. The TVs went out and the hot water was out for more than 24 hours (before we left, it was definitely out for longer). These are out of the hotel's control, I totally get that. What's not out of their control is how they handle it.

The hot water went out around 7/8am on our first morning there. We were told the repairs would happen between 10-3. I had to call the front desk at 5pm to get an update. They said up and running by 6pm. At 7pm when I called for an update they said 9pm. At 9pm, it became 10pm. Every time we called we were told it was fixed and they were just waiting on something "to flush the pipes, to dry a component, etc". At 3:30am the fire alarm went off in the hotel and we went to the first floor to find a pipe had burst and the hallway was flooded. Still no hot water. The lady at the front desk was an entire horrible person about the event. Families coming down with kids and her attitude was "I didn't do it, go back to bed." In the morning we were told water would be back at 12pm and that a pipe had burst affecting all hotels on that block. Well given their track record of not providing accurate information we decided to fight for a refund and go to a different hotel. There's no way a city block issue would be fixed in 4 hours when they couldn't fix their own issue for the 24 hours before.

We eventually found out from talking to other guests that they were not notifying people about any of the issues when they were checking in. And more than that, the water repairs were part of planned maintenance that again they didn't tell anyone about. The rest of the issues were because the first crew messed it up.

The TVs also went out at the same time and we were told it was a Cox outage. But when we chatted with Cox they said there was no outage in our area.

Life happens, but how you communicate with paying guests is what sets you apart when that stuff happens. And this staff is NOT prepared. When we asked for management we were told over and over she would be back in the morning. How a manager could leave a hotel in such a state is beyond me. When we finally got the manager in the morning it was not a she and he said he was there all night dealing with the issues. Add it to the list of lies.

I don't even want to think about how disgusting their hands and laundry were with no hot water, a total health issue through...

Nice clean facility with spacious suites. Great landscaping and plenty of parking. Salt water pool and hot tub. Hot tub was more of a toddler and child wading pool! Outdoor lounge with fire table. Not enough loungers by the pool. A broken parasol that patrons had to fight with in the wind in order to not have it hurt someone or in the pool as it was attached to a table. We had to put chairs in it to keep it from flying around. When brought up to the front desk, they ignored it and left it there for 24hrs. When a long term guest had uncontrollable smoke in their unit setting off alarms for the better part of 2hrs and filling the entire second floor with eye burning smoke from their cooking, when front desk called, again they said “we’ve had many complaints, you’re not the only one!” and cut me off before I could even finish and not to worry. The tone was condescending and we were bothering him. When we spoke to the front desk the next day to speak about it, we were fluffed off again on both matters. No apologies for our inconvenience with smoke and noise or the umbrella flying about. Just excuses. Quick to argue with the guest that brings up issues but never circled back or take in the feedback to make it better. Asked for the manager several times and they were always on a call or busy. They never circled back as well. During the social hours Mon-Wed (which was a nice touch) the staff were quick to leave the front desk to fraternize with the long term guests but never with the weekly guests. Not very social. And the appetizers, although a healthy choice, boiled broccoli and piggies in a blanket were far from a tasty social finger food. Broccoli for two days was a bit too much. What’s next, boiled spinach, parsnips, Brussels Spouts and white Basmati rice? And if you went up to ask for a glass of wine or beer, you felt like you were interrupting their social gathering. 3rd night was pizza night. Hand made pizza. Was great if you could get a piece. One pizza came out every 30 mins and the long term guests that were part of the social with the staff were quick to snatch it all up. Took us 90 mins before we managed to get a couple of pieces. Competing with the staff and their new found posse was a struggle. The lounge area was nice. Hotel was perfectly situated near all the stores, Highways and restaurants. It’s a long term stay hotel so expect this kind of...

The room itself appeared to be ok; however, I went to take a shower and noticed a brown ring in the bathtub. It was frustrating to say the least but I worked with it. I went to bed that night and when I pulled back the top comforter, I observed a reddish-brown stain consistent with blood. Even if this comforter was previously washed—which I’m beginning to doubt that it was—if the stain could not be completely removed why would your staff put that comforter back on a bed for the next guest to use? Additionally I noticed a long hair in the bathroom sink. I am the only guest in this room and I do not have any hair close to that length. This suggests that the bathroom sink was probably never completely cleaned.

When I alerted the gentleman working the front desk about the comforter, he informed me that I could switch rooms or I could come to the front desk and get new sheets because he was the only one working. When I opted for another room on the second floor he told me I’d have to pack up everything and vacate the room, bring all my belongings downstairs to return the key, just so he could check me into another room on the second floor and then take everything back upstairs. The lack of common sense in his directive was astonishing. Because I was so tired from my flight I just took the comforter and hoped for the best.

The standards at your hotel are abysmal and I am thoroughly disappointed in my stay so far. I booked through Costco Travel based on what seemed to be good reviews. I have personal ties with people that work for that company and I plan to speak to them and see what can be done about removing your establishment from...