Staybridge Suites Charlotte Ballantyne by IHG — Hotel in Charlotte

Our Family checked in on a busy Saturday evening at 8:30 pm the 1st weekend in August 2018. The property was well lite and clean. The Lobby was also very clean and smartly decorated. While I waited to check in, my Husband and three Son's explored the lounge, beautiful courtyard and gardens. The Night Agent at the front Desk was very busy trying to accommodate a room reassignment for two guests with a Dog and avoid any overcharges from the booking company they used for their reservation change. Though the couple ahead of us in line was annoyed with the situation and was verbalizing how tired she was with a lengthy check-in and an interruption from a large group who had a party that day and were looking for trash bags, all turned out well. I praised the young man for doing his very best to make all the guests happy by addressing and resolving each of their problems. Our suite was quite large, very clean and had an excellent layout and floor plan. Our three Son's thoroughly enjoyed their separate bedroom with its own private bath and facilities. The kitchen was well stocked with both dishes, flatware, and cookware and there was even an extra large pitcher available to chill water or iced tea. I must say that having a full-sized refrigerator is one of the greatest things to have available to you when you are vacationing with your family. My husband and I were also pleasantly surprised by the temperature in our bedrooms which was easily adjustable with the master thermostat. Our Boys especially loved how comfortable the beds and pillows were and very much enjoyed having their own TV in their bedroom. Our Suite had a beautiful view of the courtyard lined with crape myrtle trees in full bloom and the entire property and grounds were impeccably manicured. Breakfast was provided to all guests each morning and had an excellent selection that was quite pleasing for children and adults alike. items included: eggs, bacon, sausage, to various flavors of yogurt, several hot and cold cereal options to fresh fruits, bagels, and pastries. My Son's were delighted to be able to make their own custom Belgium Waffles each morning. Coffee was available 24 hours a day at the coffee bar which is great for those on the go. On Sunday afternoon, My Husband and two Teenage Son's enjoyed a brisk workout in the Gym while my 9 yr old Son and I enjoyed a dip in the indoor Pool which was conveniently within the same building. I had the opportunity of buying a few late night treats from the Snack bar located in the lobby, which had a convenient system for billing to a patrons room without involving the Front Desk Staff if they are busy with other guests. Lydia the day Agent was always so friendly and sweet, and Checkout was the fastest I have ever had at any Hotel anywhere ever! Our Family's overall experience was absolutely wonderful, we plan on making Staybridge Suites our home away from home for all our future visits to the Ballantyne/Charlotte area. I highly recommend this hotel especially if you are traveling with children, other family members or even for a "Girl's weekend" away; the spacious suites and rooms provide a comfortable environment for all and having pet friendly suites for guests with "Fur babies" is a great way of being inclusive and accommodating to all travelers. Your Brand IHG Hotel has new...

Me and my husband just returned from staying here for 7 nights while attending the PGA championship, I chose this hotel because of the great reviews but unfortunately I did not have a 5 star experience. Everything was great, breakfast was good every morning and the staff was nice. We checked in on a Monday and by Wednesday we needed are room to just be cleaned up a little (new sheets, towels, trash emptied etc) we took the do not disturb sign Wednesday after we returned from eating breakfast before we left for the day. When we returned our room hadn’t been cleaned, didn’t make too big of a deal, figured it would get done Thursday, we came back to the room Thursday night and it still wasn’t cleaned. I was mildly irritated but I just sent my husband to the front desk Friday morning before we left and he requested that our room be cleaned. Keep in mind our do not disturb sign had been off of our door since Wednesday and we never put it back up. Friday, once again our room was not cleaned, all of our trash cans were full we needed new towels and we had no more toilet paper (at this point we had been there for 5 days) I went down to the front desk and the women said she would right a note and send a message to the housekeeping supervisor to make sure our room was done Saturday. But Saturday night we return and the room still hadn’t been touched. Very frustrated at this point I go down to the front desk and there were two women working and I wish I would have seen the name of the one I spoke to because she was pretty rude and dismissive, I explained we had our sign down since Wednesday and our room still hadn’t been cleaned, she responded by looking at some housekeeping report where she said they wrote down we had the sign up all week. She then proceeded to argue with me even though I told her that was false, why would I lie about that? Customer service means the customer is always right, doesn’t it? That’s what I thought, you don’t tell the customer they are basically lying and continue to argue when it seemed pretty clear the housekeeper saw the sign up the first couple days and just decided to assume that for the rest of our stay that we wouldn’t want our room cleaned so they didn’t have to do their job. She also mentioned housekeeping doesn’t work on Saturdays so it wouldn’t have been done anyway, something we were not made aware of the night before when we spoke to the front desk , she offered to give me points and I said I don’t want the points, they would do nothing for me and you honestly think I would stay at one of these hotels again? I should be refunded for the part of my bill that is charged for housekeeping services since we received NONE , not to mention the aggravation of being called a liar by one of your employees who continued to argue what a housekeeping report says and what I know is true. I mentioned this again when we checked out and how upset I was , to which they still had no response or reasoning as to why this happened. I had never been so disappointed with a hotel stay, will never stay here again and would not recommend to anyone ADDITIONALLY me and my husband were never shown any type of paperwork or proof, the workers looked at it behind the desk and no reports or pictures were...

This hotel is a joke. I stayed here before and this new staff is something. So, let’s do some math since obviously the front desk does not know how. So, my stay was 389 for 2 days. This little girl charged me double + 50 x 2. Keep in mind, I had a dog and that charge wasnt even noted. How did I find out? I happen to be in my account and saw it. I called last night about it, was told to call a manager this morning. I did that , no manager here. So, the little girl answered who charged my card 2 x yesterday. she knew what she did “yesterday “ and didn’t say nothing. Then tried to get smart this morning because she was in the wrong and I was asking her how did it happened. And things do happen, we are not perfect but the least she could have did was owned it and apologized, but she didn’t. Apparently , no one taught her how to do her job. I had to cancel my card because of her. This is definitely my last time staying here. I make damn good money as a whole nurse with her masters, to get robbed by some chap that has a front desk job that don’t know how you are suppose to swipe a card 1 time.

Part 2. So, today my husband and I left to go get breakfast and we literally walked right by the girl that did the fraud activity on my card. She said nothing. We get back and we try our key and it didn’t work. Husband go ask why, she said she felt threatened by his wife. He like are you serious?? Let me say this. Yes I did call her a little girl because that is how she was acting but it no way / no form did I harass her or threaten her. After our conversation early this am on the phn, when we hung up that was that. I said my bank will just deal with it. My issue was she NEVER owned up to say she made the damn mistake. Then she said , I tried to fix it but I couldn’t. Ok?? How can you fix something that u didn’t do??????? So, we were locked out room until the house keeping manager came and she was so nice and so friendly. She understood where I was coming from and she listened. She was a vibe. She apologized for the little girl and everything. She allowed us time to shower and get our things together. !!!! That girl was petty and very childish. My husband is on very serious cardiac meds. He needed his meds. Then again, we walked right by her to go get breakfast. She had a cop sitting in her face when we returned. If she felt so threatened, she could have asked us to leave in front of him and said the time to be out/ but she didn’t. I know we as people need a job In all but she needs to be wrote up with no pay. She needs to go back through training as well because a women would have just said you have to leave but the little girl in her felt it was cute to lock us out our room. P.S public announcement, when people work in customer service and you make a mistake—- own it! Again, she did some fraud type stuff and I really would like to talk to the general manager about this issue because she definitely needs to be taught a lesson by her employers. That is all!!! But again the house keeping manager was super friendly and she definitely understood the...