Staybridge Suites Carson City - Tahoe Area by IHG — Hotel in Carson City

Unfortunately this was the worst hotel stay I have EVER had. The stay was so bad that it is prompting me to write this review on every site I can. I arrived in Reno from Denver at 4:30pm and received a phone call from a fellow group member that our hotel rooms where not ready for check in. We decided to go to dinner in Reno to allow the staff time to get rooms ready. At 8pm a fellow group member got a call informing him that his room was ready. We wrapped dinner up and headed for the hotel. We arrived to the lobby of the hotel to see 15 families in the lobby all waiting for their room to be available for check in. The front desk person would not tell us why the rooms where not ready but only that they had a situation that required the fire department to come out earlier that day. to give the staff space I decided to go out to the pool area and let my kids swim while we waited for our room. At 10pm two of my group had received a key to their room and was able to check in. Slowly the group in the lobby kept decreasing as people got rooms. However, by midnight I had still not received a key to check into my room and was quickly deciding how to get my kids a place to sleep. Since there was many sporting tournaments in the area, there were no rooms available in any surrounding areas. I asked my 14 year old to go sleep in the car and had my 8 year old lay down on a bench in the lobby. Trying my best to stay calm I continued to just wait. Finally at 1:15am (Saturday morning) the final family in my group got a key to their room, I started to get tears in my eyes because I was so upset at how this process was handled and that my kids were sleeping in unsafe areas. I got my key to my room at 2am. I quickly gathered my kids and went to bed because we had to be at our tournament fields by 7am. Saturday afternoon I called the front desk to see if the charges for Friday night were going to be waived due to me not getting a room until early Saturday morning. I was told by the manager that he was decreasing my rate to half of what my stay was expected to cost so "essentially" Friday night would be free. This sounds like a great deal until I find out that the families that obtained their room at 10pm also got the same "deal". Once my visit was completed I called the IHG corporate office and explained why I felt being charged for Friday night was unreasonable and was told that the "deal" offered by the hotel manager was more than reasonable, usually "we only offer 20 dollars off or something like that". I then was told to contact the direct manager of the site that charged my card. I called the manager twice in a 48 hour period and have not had a return call. On top of the poor service, my debt card was changed for the full amount of the stay, even though my receipt from check out states the half off price. I would not...

This is the worst hotel I’ve ever been to in a long while. I get it, it’s a new hotel, but after several chances to redeem themselves I can only think did no one teach these folks some basics about hospitality?

First night arrived at 9pm. There was a line of 8 families that still didn’t have their rooms. We did not get into a room until 1:10am and our kid who had a game in the area (as well as all the other families) slept in the car for most of that time. A parent finally asked the front desk to turn off the lobby lights so the kids could get some sleep before their 8am games in the morning. This was all because they let the staff leave early and they hadn’t cleaned the rooms they knew needed cleaned. The 2 people on staff that evening tried to clean the rooms one by one and not by the first person in, first person out format and so parents were getting irritated that they’d waited from 6pm until well after 2am for their room.

There’s more…the room had not been completed despite the stated “1/2 hr per room cleanup time.” No spare roll of toilet paper, no hand soap, etc. but hey, they started the loud dishwasher at 1am for us to contend with for sleep.

Now, the beautiful new bathroom seemed great until the constant loud tick, tick, tick of the ventilation fan started and only went away with the vent and light on through the night. Oh, they knew about it and said “We know. It’s in all the rooms and we’re working on it, but there’s nothing we can do.”

Basic thing about service. A customer will be more willing to deal with a garbage location if the service is good and the communication is polite and apologetic for mistakes. The hotel’s staff has the attitude of “deal with it.” Well guess what, we decided to check out a day early and find another hotel. Yeah, they still screwed that up and checked us out an extra day early. Then when we went to the room at 3pm and after specifically asking if they could at least give us new towels, nothing else had changed. Now we’re down to the last vestiges of toilet paper and a bunch of towels we’d left on the floor to pick up.

If you come to this hotel, you’ll regret it. Find another hotel, even if it’s a...

We made a reservation for 2 nights. We arrived at 5 pm on Friday 6/18/21 and noticed a large crowd of families waiting to check into their room. I was told by the front desk that my room was not ready yet. We decided to go grab dinner. I received a call from the hotel front desk at 7:52 PM informing me that my room was finally ready. We arrived at the hotel around 8:45 pm. I went to the front desk where I spoke with the hotel manager: Fernando and he told me my room was not ready yet, after I received a call. (I'm suspecting they gave my room away to another irate guest as there was a large crowd in the lobby all still waiting for their room) there was a list kept by the hotel to determine room priority. Fernando was being very vague and not very forthcoming as to why my room was not ready and why the hotel gave my room away after they called me to tell me my room was ready. I finally received my room key at 11 pm, ( we're there for a lacrosse tournament and my 14 yr old son had an 8 am game and had to be up at 6am) I go to the room that was given to me only to discover the beds were NOT made, no sheets, pillow cases, blankets. The desk gave me linens and offered to make the beds, and I said, NO, cuz I know it'll take at least 2 hrs before someone would come. There was even a card/note left on the night stand saying "rest assured" my room was cleaned by Elana & Autumn... So there I was putting a comforter in a duvet cover, sheets on the beds and pillow cases on the pillows for BOTH queen beds. Our room also was missing a fridge! And missing light fixture covers.

One of the families on your team staying at the same hotel, didn't not get into their room until 2am and they also had young children with them

The only thing the hotel did was reduce my rate by 50% per night. My entire stay should have been fully comped

The overall experience was POOR and unacceptable and I will NEVER stay at this property ever again, and you...