Staybridge Suites Phoenix - Glendale Sports Dist by IHG — Hotel in Glendale

Resident smoking marajuana on my floor every day for a week. One day it was really bad. Informed the receptionist and was told that the only thing they could do was open windows and charge them a fee after check out.

Cleaning: my sheets were not being changed on a weekly basis. They would make the bed and when I pulled back the covers there would be dirt and hair. Spoke to receptionist 3 times (once every other week), one time I requested full service the next day, the other 2 times I had sheets brought to me. The first month I was there they did not clean the toilet, it turned pink. They also didn't vacuum during that time. The A/C filter was completely covered in dust/dirt (probably more than a few months worth) when I got there. Food crumbs stayed in the stairwell for over 3 weeks.

The gym only has 1 treadmill. The only connection you can make to the TV is through chrome cast, which only worked 75% of the time. They did an "update" on the tvs about 1 week after I got there, no idea what it updated, but there was no internet for 1 week. Both elevators were scary to ride - always making noises, hard starts & stops, one was down almost every week for something and it never got better. The a/c, while it could be set to whatever you wanted, seemed to only have 2 settings - freezing and hot. When it was running, it would get really cold - even when set at 75. Within 10 mins of it turning off it would be too hot. The shower is a half glass wall, which causes the water to go on the bathroom floor. The toilet has at most a 1 inch clearance with the door. My fridge had a constant drip inside from the what I'm guessing has to do with the ice maker for the entire time. Tried adjusting the temp but it never fixed it. Had to put a bowl under it because it would fill my shelves and soak everything in 2 days.

The good : the pool area is nice. You get free dinner 3 nights a week, usually pretty good. The staff were friendly. It's in a great location for food & entertainment. While you can hear people horseplaying in the hallway, it is otherwise pretty quite as far as hearing neighbor's tvs and such. The water pressure and temperature is good. They have large bottles of shampoo, conditioner, and body wash, and small bottles of hand soap, dish soap, and dishwashing detergent, plus paper towels in all rooms....

My rating more reflects how management handled my bed bug situation versus the actual hotel itself. The hotel is in a great location, has family-friendly amenities and the rooms appear very clean and updated. However, my children and I discovered BED BUGS in our room at approx. 9:00 p.m. We immediately took our concern to the front desk. The lady who greeted us laughed and simply said, "oh no". She asked what room and said maintenance would be right up. Maintenance did come up to our room quickly and found the bed bug and told us to pack up our things and head to the lobby so that we could get a new room. When we arrived in the lobby, the front desk simply gave us a new key and told us what room we were in now. I was very taken aback by the nonchalant tone she took by simply giving us a new key and sending us on our way as if it was nothing. We had just discovered bugs in our bed and it was treated very causally. I asked her if someone could check our room before we took our things upstairs, just for peace of mind. She said that she would do so, I am assuming she did as she left the area for a few minutes. The room we were sent to was a downgrade from the one that I had paid for and there was no mention of speaking to the manager in the morning, a discount, nothing. When I went to check out in the morning, the front desk lady (who was different than the lady I had been speaking to) simply checked me out and was about to send me on my way. Again, the dismissal of the fact that my children were laying in a bed that had bed bugs was extremely disappointing. True customer service would have made a note to make sure management spoke to me in the morning, room compensation, a discount, SOME sort of acknowledgement. But nothing. I told the manager who came over about my disappointment and she then did offer to "look and see what she could do". I was not looking for a free room, HOWEVER the lack of acknowledgement from management speaks volumes on their (lack of) customer service. It was unfortunate, as we did enjoy our time at the pool, enjoyed the balcony, and even commented on how nice the rooms were. Despite this, we will NOT be back nor will we recommend Staybridge Suites in Glendale to our family or friends who frequent the area during...

Everything was awesome, down to the cholula they have for your eggs in the morning at their wonderful, huge breakfast!! Their rooms are so nice, their free shuttle is so convenient, and their staff is so friendly!! They send a text out in case you need anything you can ask or tell them on that instead of calling them. Super handy since I was in westgate and wanting to know what time the (very nice and spacious) pool closes... Just ask on text instead of searching Google for the number and hoping they're not too busy to answer. Their rooms are recently remodeled and sooo nice. We only stayed one night but it would be really handy if we were there on an extended stay. There's an entire kitchen in there with plates, silverware, pans, anything you'd need!! Plenty of plug ins by the bed (bonus for me!) without having to unplug the lamp or clock for my phone. Nice huge mirror in the separate bathroom sink area, great for putting your makeup on. The toilet is something to be desired though.. It's so low to the ground. However it seems like almost every hotel we stay at, they're all like that. Guess I'm used to my taller one at home lol. Also one other thing that would be very nice to see is a lock box or something similar on the shuttle. My aunt brought her (non clear) purse along when we went to the NFL game, not even realizing you couldn't do so. So we had to have the shuttle come get us and take us back to the room to store in there.. It would of been so much easier if we had a key to a box in the shuttle instead. Much thanks to that shuttle driver too, there's so many crazy drivers in that area especially after games and one would definitely not want to chance walking back to the hotel! Once we got back after the game, (you have to take in westgate at night, it's so fun!) we enjoyed the relaxing hot tub and the cozy fire pit. Wonderful hotel, IHG..if we come back for more games we'll be...