Staybridge Suites Atlanta - Midtown by IHG — Hotel in Atlanta

I had a terrible experience staying at this location. The team members were great - they were nice and seemed to be under-staffed and stretched thin. Everything else about the experience was awful. The first room I was put in was freezing cold (this was during a cold spell when it was 30's/40's outside)- the thermostat was dead - it felt like you were standing outside when in the room. After several hours of waiting for a technician to come to the room it was decided that it wasn't a simple fix of installing new batteries and that I needed a new room. It took a couple of hours to get a new room because it was being cleaned, which I was lucky to get because they were mostly sold out. I'm not sure what would have happened if they had no rooms. While all of that was going on I killed time by doing laundry - all the washing machines smelled terrible. I chose the least smelly and when it came time to dry the clothes I learned that the dryer I chose tumbled but never heated up and my clothes were as cold and damp as they were when I put them in the dryer. I tried all 3 on the lower level and none heat up, although they all started and tumbled. I tried different settings as well just in case that was the issue. When I finally got a new room that night (6 hours after I first arrived) a bug came crawling out of the sink. Luckily it was the only bug I saw during my weekend stay. The next day a coworker and I ate at the restaurant in the hotel - the food was terrible. The vegetarian burger was listed as the "Impossible" brand, but it was just a black bean patty. Luckily I was told this while ordering so I changed my order to the bang bang cauliflower and fries. The "bang bang cauliflower" was steamed, mushy cauliflower covered in a sauce which mostly tasted like mayonnaise and didn't have the black moldy bits trimmed off - it had little flavor and was mushy and lukewarm. The fries I ordered with the cauliflower were cold and soggy. The server was nice, but the food was awful. Also, the number to the front desk was always busy. When I tried to dial the front desk from my first room to ask for someone to check the broken thermostat the call picked up as "busy." I tried calling the main number from my cell phone and the same thing happened. I tried again later just to see if it would go through and it didn't, which meant standing in a long line that moved really slowly (there was only 1 person working the Staybridge front desk and it was really busy) to talk to someone for something that took seconds to request. The furniture in the lobby had a lot of stains and looked really dirty, and there were missing amenities in the room (I didn't even bother to ask for them - it didn't seem like I would get any help). The website shows a fully stocked marketplace area - it was almost completely empty when we checked it early Friday afternoon. There were small bags of pretzels and a few bottles of water for purchase, but everything else was empty and was still empty when we left on Sunday. I would never stay here again. If this were a $50 a night hotel I would understand, but for the rate they charge things should be much better. **Update: it's been a few weeks and after several attempts to get in touch I was unable to get a copy of my invoice. At the time of check out when myself and a coworker asked for our invoices we were told that they couldn't print them, but that we would receive a copy to our e-mail addresses. We never did. I called 3 times over a couple of weeks and each time an employee picked up the phone, immediately told me I needed to go on hold as the greeting (without waiting to hear anything from me), and I remained on hold for an hour or longer before the call would eventually disconnect. I tried calling at different times of the day and never around check in/check out times. My coworker and I both also e-mailed the hotel via the e-mail address provided on our confirmation, and my coworker also reached out through a chatbox. No one responded to...

Bottom line up front - the hotel room was dirty at checkin and despite repeated requests to have it cleaned, I eventually had to clean the room myself.

Tip - While I don't recommend staying here, if you do, you need to instead navigate to the Crowne Plaza (that shares the same space) because the Staybridge Suites entrance appears permanently closed.

Upon check-in the room appeared to not have been cleaned. Clothes from a previous resident were still on the bathroom floor, and floors were disgustingly dirty. However it was after midnight due to flight complications and we were exhausted and went to bed.

The following morning I let the front desk know that my room hadn't been cleaned prior to check-in as demonstrated by the presence of someone else's clothes in the bathroom floor. I was told it would get a "full service clean" that day.

When I returned to the room at 3:00pm, it hadn't been cleaned. I went back to the front desk and again explained the situation. Front desk sent a text to housekeeping and assured me it would be cleaned by the time that housekeeping left for the day. I returned to the room at 9:00 pm and it still hadn't been cleaned. I went back to the front desk and was told that housekeeping had left for the day and there were no other rooms available. When I expressed not wanting to sleep for a second night in a room that was dirty, the front desk employee informed me that his manager would be up to the room shortly to clean the room himself.

I returned to the room and waited. At 10:00 pm I went back to the front desk where a manager was now working and explained the situation to the manager. The manager told me that while there were no extra rooms, there was a room where the person hadn't arrived yet. He offered to give me that room and said he'd deal with the other person (who wouldn't have a room then) when they arrived. I wasn't comfortable doing that to another traveler and asked instead to borrow a vacuum cleaner, mop, something to disinfect surfaces with, clean sheets, clean towels, and a trash bag. The manager agreed to have those sent to the room. No offer was made to compensate me for having to clean my own room until I asked for it. At that point I was comp'ed ONLY the first night of the 6 night stay.

I returned to my room and eventually a runner brought 2 top sheets (no pillow cases, bottom sheets, blankets, etc.) and towels. Nothing else from the requested list was present. I had to go back to the front desk yet again to get the rest of the needed items and was finally able to have a clean room after doing it myself.

It should be noted too that following this, it wasn't until the 4th night that housekeeping set foot in the room, and at that time they only emptied 1 of 2 trash cans, removed dirty towels and left clean towels. Beds weren't made, and no cleaning was performed.

It should also be noted that the common areas of the hotel were not in any better shape. The hallway on the 24th floor where my room was looked like it hadn't been vacuumed in a month or more, it was awful. Over half of the chairs in the room where breakfast was served were stained and questionable looking. The hallway from the pool to the restrooms was scary looking with dirty floors and abandoned seat cushions spilling out of closets into the floor.

AC unit only partially worked. The thermostat was set to 68 throughout the stay but typically said the room was 76. It did get as low as 74 on a cooler day.

Under NO circumstances would I recommend this...

Me and my friend arrived at this hotel from a 6 hour drive from Kentucky earlier than our scheduled check in time that we were given (arrived 6am check in was 3pm), but we went ahead and asked anyways if we could check in early. The staff said no and we understood because it was pretty early. After a few hours we went out to eat and came back and we saw other people checking in a line so we figured they must have rooms ready now. We get in line to try to check in again and they said no again but assured us that they would a room ready for us soon. This was around noon. Then after a few more hours my other friends finally arrived to the hotel to check in and they were given their rooms immediately even though they were scheduled to check in at 3 also. I am now frustrated that me and my roommate still haven’t received a room when they have been checking in people almost nonstop for hours yet somehow my room is not ready, but I let it go because it still was not our check in time. Finally its 3pm and so i go up to the counter again to check in and our room is still not ready. I am fuming at this point because i have been waiting to check in in their lobby for roughly 7 hours at that moment excluding the 2 hours when we went out for breakfast and came back. They told me they would call my phone when they had a room ready. I then go to wait in my friends room for an hour still no call (it was then 4pm, 1 hour past our check in). I go downstairs to check and there was a line of people at the counter now and i saw someone else get a room. I almost considered just cancelling my reservation and quit my vacation and just drive home at this point. I get in line which took about 30 minutes. Then finally go up to the counter just for them to tell me my room is still not ready. Then I just stabd to the side and call my roommate to see what he wanted to do. Then a different front desk person came and told me they had a room but it wasn’t the one we reserved. They said we needed to wait for a two queen bedroom but they had a king with a couch ready if we didnt want to wait and tried to placate me by saying it was a free upgrade. I took the room and when we got in I was horrified the room was a complete mess. A few of the cabinets in the kitchen were broken, there was mold on our a/c unit which by the way didnt work so our room was hot, and there was mold on our shower curtains. At this point i was just defeated and gave up. I spent most of the time in my other friends rooms anyways which werent even better either. All of our rooms were in the same state of uncleanliness and dissarray. We all just accepted that this was what we had to deal with for our visit for our first Dragoncon. Finally the day comes when we check out of this horrible hotel and we asked for itemized bill for our rooms because i didnt put it behind them to try and sneak in charges which they did. I disputed them they said they would refund and remove those charges which at this point I doubt they will. And on top of all of that I had decided to lock my credit card and I have received multiple notifications that they are trying to run my card again to charge me more for charges not reflected on my bill. I tried to call them but as soon as the phone is picked up they hang up immediately before I even say hello. I will be calling my credit card company to block all further transactions from this hotel. This...