Staybridge Suites Denver Tech Center by IHG — Hotel in Centennial

I stayed at Staybridge Suites from May 2-4, 2024, after a friend had to cancel due to a medical emergency. IHG refused to refund his deposit, so he offered us the stay, which we appreciated since we have small children and it saved us a long commute for a graduation. To arrange this, IHG made my friend fill out authorization forms to allow me to stay there on his card they said they couldn't refund.

Twice on the phone with IHG twice and once at the desk of the Staybridge, I was told that our IHG One Rewards Elite Status entitled us to a late checkout at 2 p.m., which was helpful for changing after the late-morning graduation ceremony.

The front desk asked for my credit card "For incidentals," at which point I explained that my friend's credit card that would cover the room and we had done the proper authorization forms for that. They reassured me the credit card would not be charged unless there were incidentals charged to the room.

After the graduation, I returned to the hotel at about 1 p.m. to change and check out. When I arrived, I found that my room key worked, but the room had been emptied. Missing were my luggage and $50 of groceries we had just purchased to feed our four kids lunch that day.

I called the front desk, and they said that I was late for checkout, and that they had my baggage, and I should come down to the front desk to collect it. After changing, I went to the front desk to check out and discuss the situation. I felt robbed and violated by the fact that they took $50 of fresh and unopened groceries from me and my children. They said they had thrown it all out. They said that I did not have late checkout because that is subject to availability and I did not ask for it. (The hotel was not very full that day.) They said they tried calling me (which was during the ceremony, and they were dialing my friend's number, not me).

I calmly explained that I had been assured multiple times that I had late checkout, and had even confirmed with the IHG agent that I would be using it. They said something to effect of, "Oh, you talked to THEM." They explained that IHG Reservations and Staybridge Suites are separate entities, and can't be expected to communicate with each other, and that I hadn't asked the front desk for checkout (even though they handed me a sheet showing the late checkout benefit on it!). I asked if they had considered just waiting until 2 before trashing my food. The response convinced me that no further conversation was helpful. I tried to be polite as I bid farewell feeling defeated and robbed.

Now I can understand and forgive a miscommunication, but they never admitted any wrongdoing. No capacity for empathy; just a combative posture. The real customer service blunder, which was mentally excruciating for me, is that in all of that conversation at the front desk, the agent and the manager took a hostile approach of, " We threw your food away and it's your fault we did that." They never took my perspective or did anything to make the situation better. I gave them ample opportunity by mentioning the specific amount of damages they had incurred to me. They took $50 of food out of my children's mouths, and they could have just given me a coupon or something to offset that. Had they attempted ANY conciliatory action, I wouldn't have taken the time to write this negative review. We avoid Staybridge in all our travels, and this has affected my relationship with IHG, too.

So to review: IHG won't let you cancel a reservation weeks in advance, even for a medical emergency. IHG and Staybridge Suites can't be expected to communicate with each other. When in doubt, Staybridge Suites will throw your food out. It's never their fault. It's yours. Don't you understand?

Oh and It turns out they WERE able to refund my friend, because they charged the full $281.92 to my "incidentals" card. So what we thought was a gift from a friend turned out to be a nightmare from...

I traveled with my husband for a "3 week" work trip that turned into 12. Don't even get me started on the cookies!||Because we were there for so long, you can probably get everything you need from my review. ||Staff - The staff at Staybridge Suites was always friendly and took the time to get to know us over our stay. They cared about our, and all the other guests', stay being comfortable. The management team was always available and I often saw them positively engaging with guests. The only issue we had (a loose faucet handle) was repaired within 30 minutes of mentioning it.||Breakfast and Evening Socials - The employees who ensured breakfast and evening gatherings did a fantastic job providing a robust, and varied offering. Of course, they are working with a corporate menu, but when you can choose eggs, two kinds of meat, bagels and pastries, waffles, oatmeal, fresh fruit, yogurt, cottage cheese, juices, coffees, teas, etc for breakfast, you can't get bored. The toppings they offer for your breakfast selections is next level.||Clean - absolutely! The staff could be found at any time of day throughout the complex cleaning rooms, ensuring bags left in the hall over night were quickly taken away, halls vacuumed, and creating an overall sense of clean sense of cleanliness. I mostly took care of cleaning our space, but when I did let them in (I was working remote), they were efficient and thorough.||Amenities - As I mentioned, I was working remote. The wifi worked without a single interruption in 12 weeks. If you travel enough, you know that is not always the case. The laundry room had 5 washers and driers, all free to the guests with your own detergents. No worries, they have laundry products available at the front store. I loved the kitchen. It was nice to not have to ask for dishes, pots and pans, and cooking.||Fitness - This is my only 'eh', but honestly, it's Colorado, I get it. The outdoor pool is closed from late September to May. It made me a little bummed, but it is generally going to be too cool during thees months. The gym has multiple machines so you can work on most any part. Plus, it's a really safe area. I was able to walk 2-3 miles in the surround area without any concerns. PLUS! If you walk a couple of blocks you can watch the prairie dogs. How fun!!||The room - Well, a lot of it I mentioned in the amenities. But the bed was very comfortable, the couch was large, and there is a nice sized desk for those of you needing to get some work done, or build puzzles as a family (ours were 1000 pieces with plenty of room), and the towels were large and soft. ||In short, you can't go wrong with this Staybridge Suites. Their quality is consistent and the stay...

I traveled with my husband for a "3 week" work trip that turned into 12. Don't even get me started on the cookies!||Because we were there for so long, you can probably get everything you need from my review. ||Staff - The staff at Staybridge Suites was always friendly and took the time to get to know us over our stay. They cared about our, and all the other guests', stay being comfortable. The management team was always available and I often saw them positively engaging with guests. The only issue we had (a loose faucet handle) was repaired within 30 minutes of mentioning it.||Breakfast and Evening Socials - The employees who ensured breakfast and evening gatherings did a fantastic job providing a robust, and varied offering. Of course, they are working with a corporate menu, but when you can choose eggs, two kinds of meat, bagels and pastries, waffles, oatmeal, fresh fruit, yogurt, cottage cheese, juices, coffees, teas, etc for breakfast, you can't get bored. The toppings they offer for your breakfast selections is next level.||Clean - absolutely! The staff could be found at any time of day throughout the complex cleaning rooms, ensuring bags left in the hall over night were quickly taken away, halls vacuumed, and creating an overall sense of clean sense of cleanliness. I mostly took care of cleaning our space, but when I did let them in (I was working remote), they were efficient and thorough.||Amenities - As I mentioned, I was working remote. The wifi worked without a single interruption in 12 weeks. If you travel enough, you know that is not always the case. The laundry room had 5 washers and driers, all free to the guests with your own detergents. No worries, they have laundry products available at the front store. I loved the kitchen. It was nice to not have to ask for dishes, pots and pans, and cooking.||Fitness - This is my only 'eh', but honestly, it's Colorado, I get it. The outdoor pool is closed from late September to May. It made me a little bummed, but it is generally going to be too cool during thees months. The gym has multiple machines so you can work on most any part. Plus, it's a really safe area. I was able to walk 2-3 miles in the surround area without any concerns. PLUS! If you walk a couple of blocks you can watch the prairie dogs. How fun!!||The room - Well, a lot of it I mentioned in the amenities. But the bed was very comfortable, the couch was large, and there is a nice sized desk for those of you needing to get some work done, or build puzzles as a family (ours were 1000 pieces with plenty of room), and the towels were large and soft. ||In short, you can't go wrong with this Staybridge Suites. Their quality is consistent and the stay...