Staybridge Suites Cranbury-South Brunswick by IHG — Hotel in Cranbury Township

I was very disappointed with the StayBridge Cranbury South Brunswick. We have stayed at various Staybridge hotels because the hotels are nice and the service is usually really good. The Staybridge at South Brunswick Cranbury needs a new staff overhaul. I made my reservation months in advance. I needed to change from 2 days to 1 day. I called the hotel well before the set deadline to change/cancel my reservation and the front desk attendant told me that I couldn’t do it because they were negative 2 rooms. I told her I had no idea what that meant but I am calling before the deadline and nothing in the fine print said I had to stay a minimum number of days. She refused to help. I replied to her and said so you would rather me cancel my entire reservation and go to another hotel than accommodate my request. Her reply was “if thats what you have to do”. I hung up and called the reservation number and they made the change for me with no problem. ||||We checked into our room and I was pleasantly surprised at the look of the room. We were not happy with the hallway smelling like weed. I didn’t have time to get settled right away because we had to get to our son’s basketball games. When we arrived at the hotel later that night after the games, we noticed that the room was cold because all 3 of the windows were open. I shut them but couldn’t lock them. One of the TVs in the bedroom did not work along with the lamp and the phone did not work. The outlets in the King bed room didn’t work and my husband could not use his sleep apnea machine as a result. And you guessed it, the hallway continued to smell like weed since the guests needed to smoke throughout the day. I went downstairs to the front desk since I couldn’t call, to tell the front desk attendant. She told me that I could come downstairs to watch TV but who wants to do that all night. The TV in my son’s room was working and the living room was working but the main bedroom didn’t have a working tv. The front desk attendant told me she would write the information in the book and have the manager call me. I told the front desk attendant I was canceling my reservation for March and her response was yes, you should do that. ||||The next morning we went down for breakfast. They had not replinished the food or condiments. The attendant was on her phone on a personal call. Guests were trying to get her attention and she acted as if she was bothered. At one point I had to go to the employee section to get her because she was not paying attention to what was needed and she was back there on her phone texting and talking on her phone. Myself as well as other team members families canceled our rooms for March. We all had issues with our rooms at...

I was very disappointed with the StayBridge Cranbury South Brunswick. We have stayed at various Staybridge hotels because the hotels are nice and the service is usually really good. The Staybridge at South Brunswick Cranbury needs a new staff overhaul. I made my reservation months in advance. I needed to change from 2 days to 1 day. I called the hotel well before the set deadline to change/cancel my reservation and the front desk attendant told me that I couldn’t do it because they were negative 2 rooms. I told her I had no idea what that meant but I am calling before the deadline and nothing in the fine print said I had to stay a minimum number of days. She refused to help. I replied to her and said so you would rather me cancel my entire reservation and go to another hotel than accommodate my request. Her reply was “if thats what you have to do”. I hung up and called the reservation number and they made the change for me with no problem.

We checked into our room and I was pleasantly surprised at the look of the room. We were not happy with the hallway smelling like weed. I didn’t have time to get settled right away because we had to get to our son’s basketball games. When we arrived at the hotel later that night after the games, we noticed that the room was cold because all 3 of the windows were open. I shut them but couldn’t lock them. One of the TVs in the bedroom did not work along with the lamp and the phone did not work. The outlets in the King bed room didn’t work and my husband could not use his sleep apnea machine as a result. And you guessed it, the hallway continued to smell like weed since the guests needed to smoke throughout the day. I went downstairs to the front desk since I couldn’t call, to tell the front desk attendant. She told me that I could come downstairs to watch TV but who wants to do that all night. The TV in my son’s room was working and the living room was working but the main bedroom didn’t have a working tv. The front desk attendant told me she would write the information in the book and have the manager call me. I told the front desk attendant I was canceling my reservation for March and her response was yes, you should do that.

The next morning we went down for breakfast. They had not replinished the food or condiments. The attendant was on her phone on a personal call. Guests were trying to get her attention and she acted as if she was bothered. At one point I had to go to the employee section to get her because she was not paying attention to what was needed and she was back there on her phone texting and talking on her phone. Myself as well as other team members families canceled our rooms for March. We all had issues...

...this particular property is not well maintained. Our room had several problems, not least of which were "that kind" of hair found in the tub, a broken freezer (when addressed with hotel staff, the response was, "none of the ice makers work, you could have come down and gotten some from the kitchen." Really? The locked employees only kitchen?) The couch was broken and could not be used for seating and was frankly dangerous with metal pieces exposed. The light in the kitchen did not work. We stayed at two other Staybridge Suites locations the two previous nights on our trip and had a wonderful experience. This particular property, however, not so much.

I mentioned these concerns to the staff so it could be addressed prior to the next guest renting the room. I suggested that the folks who stay in these kind of properties usually have a need for the kitchen features (for us, the ice was particularly essential to address health needs overnight), and if those listed amenities aren't going to be available, it should be noted at booking, as to imply otherwise is unfair. The response was somewhat defensive (see above re: using the employee kitchen which was clearly off-limits). I was actually asked if I took a picture of someone else's body hair so I could show it to the staff (nope, sure didn't!). I never usually write reviews. What prompted this one was that after a 5 minute conversation with staff about these concerns, not one of the three people present even managed to say "sorry that was your experience." An ounce of compassion goes a long way. It was sorely lacking in this situation.

Our plan that morning was to grab some breakfast (the last two places had an amazing breakfast!) and then head on to our next destination. Not an option. The breakfast area was desolate. There was no fruit, no oatmeal, there were some eggs which were actually not-well-disguised cut up versions of the day before's omelette thingies, there was no yogurt or any of that; the bread area was empty except for four slices of wheat bread and two muffins in a tray. Turns out our first stop on the road was the Dunkin across the street :/

We love the Staybridge brand for its real suites that allow our family to travel and stay together. But I would not recommend this specific...