Staybridge Suites Dearborn MI by IHG — Hotel in Dearborn

I might be generous if giving this Hotel 2 stars but I think the hotel has potential with just a little property management.

The positive is that the property is located close to Dearborn downtown and local attractions.

The hotel was dirty. I took a pool towel and wiped up some spilled water in the kitchen area of our suite and the towel came back completely black. I wish a took a picture to post. I was in disbelief! The hallways were excessively hot and trash bags overflowed in the hallways. The shampoo/body wash bottles were empty on arrival. The furniture (sofa, desk chairs were in disrepair and in need of replacement. The dishes in the cabinets were DIRTY. The toiletry trays in the shower were rusting out. Room service is NON-existent for basic items. We called down to get extra towels delivered before we went to bed and the front desk attendant said he wasn't able to provide due to staffing. (Completely understandable in current staffing.) He told us we would have to come down or call back in the morning. We chose the later. When we called in the morning there was no questions and were told they would be right up. Unfortunately they never arrived. (First rule in customer service, never over promise and under deliver.)

Breakfast - what an adventure. Absolutely aweful. No more to say on the food. BUT, the breakfast attendant, she was a trip. She follows you around, hovering and snipping at you if you do things a different way than she likes or drip waffle batter. I appreciate keeping it clean but back off lady. Then please make sure you assume that the sausage they offer (unlabeled) is two different meats due to cultural dietary restrictions. I went to retrieve sausage and she about bit my head off that the tongs I used was for the unlabeled pork sausage not the unlabeled turkey sausage. I got a full sigh and eye roll because it required she wash the tongs. Maybe try label and a sign requesting "due to dietary restrictions please only use utensils in the specified serving containers" rather than assuming guests now that there is a difference between two pans.

The hotel has a great outdoor patio, unfortunately it is filled with enticing sofas, chairs with NO cushions rendering them useless. One grill was "Out of Order" and the other was FILTHY. I would not have fed my dog off of it. They also have no restrictions - at least they do not enforce it - on smoking in the common patio. Surpirsed that this day in age that this is even something that has to be enforced.

Last they have a great size pool and hot tub - unfortunately it is not safe to swim in. The Local Health Department should be notified. My daughters swimming suit, which was orange and black, came out fuscia and grey after ten minutes in the pool. My wife came out of the pool with a full body rash. The second night another family came out from pool area while we were sitting on the patio, away from the smokers, with full red body rashes, itching and scratching.

Stay elsewhere! Even though the cost...

Beautiful hotel and property. Had a one bedroom king suite. Very clean room, comfortable bed and bedding, really clean kitchen area and separate living room. Shower could have been cleaned better, still had a little hair and dried soap on the glass doors from previous occupants, but overall very comfortable and clean with a nice homey feeling to it. It actually looks just like the picture shown on the website. The breakfast was also very well done, lots of good quality food, fruits and pastries, everything was very fresh and tasty.

About an hour before checkout, my husband went down for breakfast and a male employee loudly and rudely accused him of coming into the hotel from off the street and trying to eat breakfast for free. He demanded that he tell him his room number and told him "I don't know you, you don't have a room here!" He did not ask any other people down there to prove that they had a room before allowing them to eat breakfast. Even when the young lady at the front desk told him that she had personally checked both my husband and myself in two days before, he still demanded to look in the computer system to try and prove that my husband was lying about staying there and that the room number he had given was false. My husband was nicely dressed and groomed and had our room key with him. He was very upset at this employee's badgering.

This went on for almost 30 minutes and other guests witnessed the harassment and told us they could not believe how disrespectful and rude this employee was being. The desk clerk stepped in and very kindly offered to get him a fresh plate of food and since it was close to check out time told him we did not have to rush and leave and to take as much time as we needed getting our things together before checking out. Later the General Manager apologized profusely and was very understanding and willing to do whatever it took to make sure that incident would not affect our overall stay. He handled it swiftly and respectfully and we both really appreciated how we were treated. We were told that the matter would be dealt with very quickly.

This was a great hotel and stay, wonderful employees. When checking in, the ladies at the front desk bantered back and forth with us and had us all genuinely laughing. One rude person does not change the fact that we would gladly stay there again and recommend...

I had a poor experience at your hotel from day one.

I contacted the front desk to inquire about the air in the room. They informed me that the room is set with motion detectors, and the air kicks on only when movement is detected. I expressed that I understood the room design but the air never kicked in. When we first arrived, we were in constant movement. We disinfected the room and unpacked. Yet the air never kicked in. I asked if there was perhaps some type of fan we could use for the room and the front desk receptionist offered to check with the janitor but never checked back in with us. We settled on opening the window, which the receptionist suggested. We discovered that the window had a broken screen, so bugs were coming into the room.

Because we needed a room with two queen beds, and availability was limited, according to the receptionist, we were unable to change rooms.

Day two, I cut the bottom of my foot very badly on something unknown at the bottom of the pool, in the deep end. My friend staying in a different room at the hotel asked the front desk for bandages or a first aid kit due to my bleeding foot. The receptionists offered a few bandages and stated that’s all they have. They never shut down the pool, never came to inspect the pool area in question, and never investigated who was bleeding or the extent of my injuries. I called the hotel the next day after I checked out to explain my experience and they admitted they failed to follow up on the “bleeding foot” they heard about from the person asking for bandages at the desk. They also admitted they should have closed down the pool and should have a better first aid kit.

I simply asked what can I do for compensation for a horrible experience and they offered me 10,000 reward points.

I paid a lot of money to have a comfortable and safe environment. I got the opposite. Your hotel was clearly negligent in their upkeep of the facilities, their follow through regarding the unsafe conditions and the injuries I suffered. Corporate requested someone from your location to contact me directly. No one reached out to me within the appointed 48 hours. This was requested by corporate a week ago. This is simply unacceptable! Corporate didn't want to claim responsibility either.

DON'T WASTE YOUR...