Staybridge Suites Wisconsin Dells - Lake Delton, an IHG Hotel — Hotel in Lake Delton

I booked this hotel from March 25th to March 29th, everything was going great until I received a call from the front desk at around 2 am stating that my car alarm was going off. Now he just woke me up out of a deep sleep, I am confused wondering if someone trying to steal my car on vacation not to add my husband did not go on this trip with us so it was just me my 13 and 7-year-old. I went to the window my lights not flashing on my car, which would imply that my alarm was going off I hit my button to make sure it wasn't my car then called the front desk to tell him that it wasn't my car alarm going off. The man at the front desk responded to me by saying well I am going to need you to move your car away from the building because people are calling in complaining about your alarm going off after I just told him it wasn't my car. Now all types of things running through my head is this person trying to get me out of the hotel to do god knows what I was not sure it just seemed so strange to me. If I told you it was not my car why would you tell me I need to move my car away from the building instead of doing your job in going to check out the complaint in see whose car was alarming at around 2 am? I woke my 13-year-old up in told him that I needed to go outside to check on the car I would be right back. When I went outside to check my car alarm as to be expected it wasn't my car alarming it was the car next to my car alarming, now I am upset I go to the front desk to address the issue. I explained to the man at the front desk that my car was not alarming it was the car next to my car with no lights flashing so I didn't understand why would anyone call in and say it was my car when there was a line of cars parked. He responds well I am going to need to check because they say it's your car as if I am lying like maybe that's what he should have done in the first place instead of waking people up out of their sleep. We go to the cars he takes a picture of the car license plates alarming he still does not apologize for waking me out of my sleep or for the inconvenience. This man had the nerve to say I hope I did not wake you! I responded yes I was sleeping it's like 2 am he just continued to walk still not apologizing. The next morning I decided to file a complaint, so I asked to speak to a manager on duty whom I was told was not in at the moment in was asked if they could help. I explained what happened to the young lady at the desk she promised me 5000 points for my inconvenience in apologized for the bad experience. She told me it would take at least 24 hours before I see the points credited to my account due to approval. I was grateful and thanked her! Now I had to take my kids out for breakfast because we woke up too late to get the free breakfast that was offered due to being woken up at 2 am for a car that wasn't mine. When checking out I asked about the extra points that were supposed to be added to my account I was told I would receive them after check out. We checked out Friday it's Tuesday still no points received just my regular points. Why would you promise the points if you knew you were not going to give the points? nor did anyone call me back from management about my complaint. Very disappointed I never experienced this type of poor customer service before from...

This hotel used to be our favorite place to stay in the Dells and I would have never imagined that they treat their loyal customers like this. So we stayed at the hotel with our kids for one night. After we got home, I noticed a $650 charge on my credit card placed by staybridge. At first I thought it was just a temporary authorization of a random amount but the charge was actually posted 2 days later. We then called the hotel and they said we broke the TV and we would have to talk to the manager to know more about it. We kept calling back and were always told the manager was out. A week later we finally got a hold of the manager and she said the TV was smashed, which was completely shocking because we didn’t even use the TV! We stayed with them before so I knew their TV doesn’t have YouTube and we didn’t even bother using it and only used our iPads during our stay. The manager was not helpful or understanding at all. She didn’t even bother to do any investigation and simply said there was nothing she could do. I then called IHG guest relations and that team forwarded the case to her again. She then sent us a picture of a broken TV with no evidence that it was from our room (and of course they couldn’t prove the damage was caused by us, which I kind of understand since that proof wasn’t possible and there was no camera). Later in the day, my husband and I closely examined her pictures and we compared them to the pictures we took in that room and found that the position of the TV doesn’t even match where the TVs were in our pictures so they basically used a broken TV picture from somewhere else to place the $650 charge on our account. I sent our findings to the hotel manager and there was no response. She previously refused to give us time stamps of the broken TV pictures because I mentioned our last resort would be to get help from a lawyer. I asked why they didn’t notify us when the damage was reported and she also refused to answer. I’m disputing the charge with my credit card company and will report them to consumer protection agency too. This is so sad because I was planning another trip to the Dells and wanted to stay there again. I can’t imagine this hotel is under this kind of management. IHG guest relations people were much nicer but they said because the hotel is independently owned there’s not really anything they can do. We’ve wasted hours and hours on this fraud charge and I’m just sharing my experience here for people to know what could possibly happen here.||||Also a side note, the front desk people were also not very friendly. We had two small kids who were waiting with us during the checkin process and they were very tired at that time. Regardless of them crying the front desk person was still chatting casually with someone instead of coming to help us get checked in. I asked why he didn’t use the deposit from my online booking and he responded with a surprised look. That’s what happened during our previous stays so I didn’t know it would be news to him…He had no interest in helping us do that either. I was in a rush to get our kids in the room so I didn’t ask more. ||||The whole experience just felt extremely frustrating and sad. It ruined our new...

If I could, I'd like to give this hotel a 4.5 stars out of 5, but the system doesn't allow me to provide fractions.

The overall hotel stay was good. I like that it is just across the street from some of the major hotels. The Staybridge is a place to relax without having to deal with some of the larger crowds of people that are visiting the Dells to go to the large water parks.

I enjoy that Staybridge is very nice and well kept. I have participated in their social hour which is amazing that dinner and drinks are provided with no charge at all. But it's a bummer that it's only offered Monday through Wednesday. When I ended up coming up on Thursday to part of the weekend, it started getting quite noisy, but the staff handled it well.

Part of what attracts people to go to hotels is often you have a high school tournament. So then you have a lot of kids that will be in attendance at the hotel. While Staybridge is a great hotel, I'm more appreciative of going during the week if I'm able to as it's much quieter and costs less.

What I liked:

JR Watkins Soap. It smells great. Though it would be nice if it was available to buy in retail.

The Breakfast, especially when a lot of the food is hot.

The pool and hot tub to swim or relax, though I wish less chlorine was used. It's strong in that room.

The owners constantly visit the property and employees remain very alert to make sure that guests have the best experience possible.

When there was some noisy kids, I liked that the ground keeper told them to keep their voices down.

The location of the property. Conferences are often held at large hotels. But what if, I prefer to stay at a smaller hotel. I like the peace and quiet.

The business center was outstanding. Those computers worked fast on the internet. I was amazed that it was also connected to a printer in case I needed to print something.

What I didn't like:

Some of the noise, especially when you have a school group. It's natural to be over excited.

I wish the laundry room had complimentary detergent or at least made available in the same room without having to contact the front desk or go into the small hotel store.

Hotel store having a lack of variety because it's very small.

Social Dinner Hour being only Monday through Wednesday. It would be nice if it could be extended at least to Thursday or maybe Friday, in case someone like me is coming up later...