Staybridge Suites Long Beach Airport by IHG — Hotel in Long Beach

Where do I start? I guess I will begin with my check-in process. Arrive to hotel to check-in 3 rooms booked for my family. Ended up checking into just 2 rooms and had to cancel the 3rd room due to credit card issue. The white man that had checked us in was not very welcoming. Maybe he had a bad day or just didn't like his job. Whatever it was it felt unwelcoming. He didn't even greet us or acknowledge the guest club member status. Maybe he had bad training or just forgot. Eventually, he left the front desk, and a black gentleman helped us. He was much more approachable and welcoming. My Rsv were IVANI rsv meaning I had paid using my points. So I had asked front desk staff, if there was a way he can accommodate us from 1beds to 2beds since there was a lot of us. He had checked and was able to accommodate us. Maybe he did that because of my Diamond Elite member or he was nice enough to do so. However, he didn't mentioned anything about paying extra for it or have me signed any kind of Registration Cards or paperwork to verify the charges per night. We had only swiped our cards for deposit of $150 for each rooms.

One of our rooms, well the HK left food in the fridge. Not sure why. But I took it out and tossed it in the trash. No big deal. Just not sure why they would leave someones leftovers in the fridge for the next guest to take out. The other room, kitchen sink was broken. And HK didn't service our room the next day so we had to call front desk for some extra towels.

Our stay was for 3nights. And the whole time we had stayed at the hotel, we did not receive any kind of notice or call from front desk regarding the changes they will be making to our reservation. It wasn't until we had checked out, and noticed a week later that the hotel had charged $472.48. So not only I had paid 200k in points for our stay but the hotel decided to charge that fee on top of it. Unbelievable!

A claim was filed through IHG to reimburse the extra charge and IHG spoke to someone at the hotel and they had agreed to reverse the charges. Well it is now 2months later, still no reverse. And I have tried calling the hotel. They hardly answered their phones. And when they do, I leave a message for the hotel Mgr to call me back regarding issue. Still no respond. This is getting ridiculous! If I had known this was going to happened, we would've taken our business elsewhere.

A note for the Owner, you might want to have a meeting with your hotel manager and staffs on how they can't just charge guests cards without their knowledge, especially if guest didnt sign a Registration Card or paperwork showing the nightly charges....

Can't wait to checkout. Ending my stay a day early, and I would have left the first night if I didn't (unfortunately) have a client coming in to stay at the same hotel for 2 of the nights of my 6 night stay. The hotel shares common amenities with the holiday inn next door. Laundry facilities in both hotels are completely broken and left unrepaired. One of the guaranteed amenities of Staybridge Suites is free laundry. Being on the road for 3 weeks, it's one of the reasons I booked this hotel. Tonight I finally had time to go sit at a laundromat although certainly extremely inconvenient. Every single washer between the 2 hotels was broken. How bad does hotel management have to be to wait until every single one is broken and have no solution for a week or ever, who knows? Management at this property is clearly the problem because every time a staff member was asked a question, the response was "I'll ask the manager." If you're a manager, your staff should know basic information and not have to come ask u every question. Clearly, management is not embarrassed by any issues at their property because they host a "manager's social" several nights a week and run out of food half way through everytime. How embarrassing to invite your guests and not have anything to offer them with no intention of replenishing. I did overhear the manager bragging to a guest about how all the other hotels like Hilton stopped doing socials and they do it at this hotel. While she was standing next to mashed potatoes and rice, the only 2 things left for a guest to eat. Hate to tell you, but most Hilton and Marriot properties are doing it again since covid and WAY better. In fact of any hotel brand (other staybridge properties included), this was the worst. Breakfast was equally as awful. And they have no non-dairy milk options available at breakfast but plenty stocked in the "market" in the lobby that they will charge you for. No, they won't open one and put it out for breakfast. As a Diamond Elite Member, it has been a long time since I stayed in a hotel and not received a complimentary upgrade. The rooms were available. The front desk employee did tell me at check-in he's required to thank me 3 times for being a Diamond member (one of the stupidest things I've ever heard). The rooms are also the smallest I've ever experienced in a Staybridge. The only redeeming quality of this hotel is that the holiday inn surprisingly has a pretty good restaurant and bar on the top floor. Definitely will never stay at this...

We checked in on September 10 and checked out on the 16th… From the beginning it was bad… We were told we could check in at 1 o’clock and we arrived at the hotel at 5 o’clock and the room was still not ready. The manager had to go hurry the housekeeper along… And then said he was doing us a favor because he took off two days of the parking fee… Throughout the conversation, I informed them that we had Called ahead for an early check-in and was told one and they kept saying will check-in isn’t until three… And I kept saying well it’s now FIVE! and the room is still not ready. The hotel does not provide cleaning services as they used to… Some don’t I understand that. Only after you were there for five days… However, they will take out the trash and exchange out wet or dirty towels… But every day I had to call or go to the desk and ask, would they please change out the towels and collect the trash that I had tied up… It usually took all day for this to happen and on three occasions, we returned back to the hotel after being gone all day only to find out that at 10:30 at night. They still had not collected the dirty towels and taken the trash. Then we would have to go to the desk and they would make a few calls to housekeeping and eventually we would get them… One evening it was 11:40pm before the towels came and they arrived folded and warm so I guess we had to wait until they were ready. On day five we did get our cleaning service…However However ! I jumped into the shower at almost midnight only to find out there was no soap and no shampoo in the dispenser and had to call the front desk to get some Sent up, and he only brought A body wash no shampoo still. It was a struggle every day to get clean towels and get the trash taken away and on day two I informed the front desk that the bathroom Had a smell And ask if they could please just bring me something to spray… Or an all purpose cleaner of some sort… That never happened. So it was a decent room and the bed linens were clean. And the bed was comfortable… But the service was bad duh staff was not friendly and always appear to be very very busy… Not with customers just busy on their computers…. We have stayed at Staybridge before and never have we had service like this. Never have we experienced any attitudes and never have we experienced having to contact the Desk every day about something that should’ve been taken care of without calls being made. Won’t...