Staybridge Suites Phoenix East - Gilbert by IHG — Hotel in Four Corners States

We rented a 2bdrm suite for a family of 5. At check in the woman was sweet but asked for my payment after we've already prepaid. We asked about the heated outdoor pool because it was the top reason for staying here (we escaped the bitter cold of Boston to come to AZ and wanted to swim. It was average temps of a breezy 60 so with a heated pool that would be do-able)she said it's not heated but it's being worked on. Our room was ground level and you could see the pool out the window and we never saw anyone working on the pool. Believe me my kids kept checking. First night there we are watching a movie, laughing, talking and I get a call from the front desk about a noise complaint. A noise complaint?!?! Its 11pm on a Friday night, there's no music or banging but I guess 5 people enjoying their night was too much to the neighboring room during "quiet hours". Which I didn't know of until we arrived. This hotel caters to families with children as well as animals and people expected no sound from 10pm-6am. We also noticed damages in our room which we reported the first and second day as we noticed it. There shouldn't be damage due to property being a few months old. The pool area had a hot tub, fire pit and grill. But it all closed at 10pm. The entire hotel seemed to go into silent mode at 10pm other than being able to wash laundry which is free and 24/7. But there are only 4 washers/4 dryers for the entire hotel and they are small stackables that hold less than a load. Most of the time 2 washers were out of service and you had to keep coming back to try to get a wash machine because everyone was using them. We stayed for a week and the pool was never fixed. We had breakfast one day which was average that all hotels have. The staff was very nice but they ran out of food with almost an hour left for breakfast and it took almost that amount of time to make more. I've never seen that before. Most hotels have an idea of how many guests there are and when they run out there are back ups which they continue to fill until just a few mins before breakfast time ends. Then it was the key card issue. We had to keep getting it activated, everytime we left the room on our return it wouldn't open the door. We reported all these issues everytime they happened. When we left the bill reflected an amount as if we didn't prepay then it was adjusted and it still looked off. I feel this property has great potential but they still have quite a few kinks to work out. The staff was nice, from the front desk (except for one woman there overnight who was away from the desk most of the night and gave one word answers when you spoke to her) to the kitchen staff to...

This hotel is beautiful and so very clean. The pool is great and clean. But this hotel is mostly for people with dogs. We don't have a dog and it was quite noisy here. We are okay with the dogs being there as long as they are on designated floors (like most hotels would have pets on the first floor only to make it fast and easier for pets to go out for a walk, and that is a great idea). This hotel has dogs all over the place. They said its because they had new staff book the families with dogs and they didn't know not to book them on other floors other then the first floor. But we were there for five days and had to change rooms on the second day staying there due to crickets in our room and also almost being attack by a rottweiler next door to us on the third floor. They moved us to the second floor with no one above us (we were told no one was above us and I would finally be able to sleep) it was empty for only one night and then a family was in there with a whining barking dog. (I was told two was actually in there). So now they have experienced workers booking people in the hotel, still putting dogs on the third floor when i was told they put them on the first floor. It was still an okay stay. The workers there are so nice and extremely helpful. I would love to stay here again, but because of all the dogs and no real order to where they stay I would not return anytime soon. The walls are so thin as well, which made the barking unbearable. No fault to the staff for that, the owners of the dogs should take care of their dog's needs and clean up after their dogs. The staff and management of this hotel are all so awesome. They were all so great I can't give them enough praise. A special thanks to Samantha, James, Jane and Carol for all your help and special attention. You guys make a great team. Thank you again for...

Staybridge Suites had been a favorite of mine for years! I have stayed many times in the past, and recommended them many times over the years.

Until my recent experience at the Gilbert location... I had plans in the area and made my reservation a week prior. However, I never made it past reception area and was denied a room.

I have never felt so shunned, especially not during a hotel check-in.

I am a business owner that conducts business online regularly, and I do not agree with traditional banks as they charge too many fees. Therefore, I rely on an online bank option such as chime or paypal. It was made very clear during the entire conversation that my business was not welcome there.

There were many comments the entire time such as "Those people (who use such banking options) are not accepted as they typically become chargebacks or have issues. I was immediately judged as a criminal who would not pay my bill. Despite the fact, my card was authorized and charged for the entire stay with out a problem. I was able to book the reservation without a problem, and have used both cards at other locations in the past. I suggested a second cash option and was told was not an option.

I take a lot of offense to the judgement that was made based on the type of visa card I choose to use. It seems to me that if my card is backed by the visa logo, regardless of what the front shows it should be accepted as it would be covered by VISA!

The entire experience was enough for me to NEVER do business with this brand as I feel that my entire opinion has been changed from this one location. It is a shame they choose to do business like this, and disrespect people in such a way. There is really no need for it. ..

~ Very unsatisfied...