Staybridge Suites Louisville-East by IHG — Hotel in Middletown

After having a wonderful stay in a 2 bedroom suite at the Staybridge Suites in Gulf Shores, Alabama we specifically chose a Staybridge Suite for the continuation of our road trip home and even drove out of our way to stay here. What a disappointment this hotel was. Arriving late and being platinum elite IHG members, we asked for an upgrade. We were told that rooms were available but they were higher cost/level (L2 or R2?) rooms and we couldn't get one. Obviously, the rooms were too good for us or we were not good enough for them. OK. I can accept an explanation of sorry there are none, but really to tell us we're not good enough for an upgrade? Whatever, we move on to our room, a one bedroom suite. When we got in the room the temperature was 52 degrees in the room! We turned up the heat and kept our coats on as we unpacked. We had to call down for more linens and when the receptionist came up we mentioned the temperature. She said, well what do you expect, it's cold outside. (Yes it was about 29degrees out.) We expected a warm room. I also mentioned that there was a hard 4" glob of something on the couch. She walked over and scratched it and offered to change our room but after driving 10hours to get there, it now being after 10pm and having already somewhat unpacked we decided to stayput. After she left I noticed dog food pellets by the entry door and sticky cupboard handles. Again, we're tired so we picked up and wiped off the stuff and went to bed. I woke in the middle of the night staring at the askew, because of a broken pull, curtain and wondered why we were given this specific room because the hotel appeared to be only 25% full. What was the rest of the hotel like? Breakfast the next morning was a trip. I made a waffle but there was no regular syrup. I asked the hostess for butter and she said, "no Hables Ingles". Since I know some Spanish I asked her in Spanish for butter. No no no no Mantequilla and no no no regular syrup. I saw an ice tea machine, Yippee my favorite,. Sorry it wasn't plugged in. I looked for meat, only a boatload of sausage and gravy and one lonely dried out biscuit. No bacon, no sausage links. I checked out the muffins. Apparently whoever baked didn't know you should cook them in a muffin tin because they were molten globs of muffin with burnt tips spilling over muffin papers. If I had my camera I would have taken a picture. The fresh fruit consisted of three bruised green apples. Luckily there were peanut butter and jelly packets to make a sandwich and the hostess surprisingly just put two whole loaves of bread out but don't make toast if you want butter on it! We did politely mention all of our concerns to Tamela at check out and were told we would be contacted by the manager Brandy. That has not happened. We also were told that an automatic review of the hotel would be sent to us. That did not happen either. Sorry IHG, this hotel does not live up to your and...

I generally prefer Staybridge Suites which is why we chose this property, but it was truly a terrible experience. We would have moved after the first night but everything in town was sold out due to a large basketball tournament happening that week/weekend. We (me, husband, 2 teenagers) were there for 7 nights and it was not enjoyable. Definitely would not stay here again.||Pros: |- It is generally quiet. We did not face the highway (I saw other reviewers say this was loud); we were toward the back of the hotel in room 205, a one bedroom suite.|- The fitness room was small but I could do a full workout. It had one treadmill (with a rip in the tread and very loud so probably annoying to others, but I had my earbuds in), one elliptical, one set of weights, and one machine. There was only ever 1 other person there when I worked out in the mornings. However, the laundry room is through the weight room, so if you are shy, get over it because there will be people walking in/out and hanging around in line for laundry (more on that in the cons section).|- The front desk people and breakfast/happy hour people are really nice.||Cons:|- Worst one was there are only 2 stackable washer/dryer units and for the entire time we were there, only one unit worked. I finally waited in line one morning beginning at 6:30am to be second in line. The wash cycle takes one hour and 5 minutes, in case you want to know that, and the quick cycle takes half an hour. I know from experience. It was a very bad week to be down to one unit because of all the basketball teams staying there.|- Trash. Housekeeping never came into our unit, even though they were supposed to do light housekeeping Monday-Friday and we were there a week. We had trash building up, and saw people put trash out in the hallway which would stay out there more than 24 hours. When I mentioned this to the front desk people, they apologized and said their housekeeping staff was short handed. Still no excuse for allowing trash to accumulate in the hallways.|- Air conditioner. It has an old thermostat that you "dial" the temp you want it, though I'm not sure it really helped. Room was either too hot or too cold. When the unit kicked on it sounded like a freight train, and when it kicked off it "hurrumphed" loudly and then was silent/no fan or air blowing. We got used to it around the 3rd or 4th nights and could get to sleep despite the change in noise level, but it took a while.|- Sofa bed. Forget it. We went out and bought an air mattress to use after the first night.|- Bed was comfortable but pillows were old, dead, no fluff at all. Really dreadful.|- After all of these cons, it's hardly worth mentioning, but breakfast was very limited and if you were late coming down, you may miss it. A couple of days we were there, they ran out and did not refill, even with 1/2 hour to go in the...

I am usually pretty understanding as in i know things happen. And especially since covid I understand that short staffing is a real thing but this was probably one of the worst experiences as far as customer service goes. Upon arrival everything was fine. We loved how the room felt homely. Although it did need some tlc. Two of the door handles were broken( the bedroom and bathroom) but it was just my husband and two kids so that didn't bother us too much. The floors were pretty dirty as my daughter spilled a little juice on the floor my husband used a paper towel to clean it up and the paper towel was completely black. As in it probably hadn't seen a mop in a long time. When we finally got ready for bed we pullee out the couch for our kids and there was a huge urine stain on the protective covering. There were no extra sheets or blankets for the couch in the room. I must say I wish i caught the night shift guys name. He was the only one who i felt truly cared. He was super apologetic gave us a replacement cover. We do have a picture of this stain. It was huge! Then right before we got into bed my husband noticed two blood stains on the pillow case. Again the night shift guy replaced right away and felt horrible. It was late so my daughters just used their throw blankets they brought with them but it got a little chilly so the next day i decided to ask the front desk for sheets and blankets for the pullout couch. Since there were none in the room. When I got to the front desk there was a note stating we are currently helping another customer. If you need anything please call my cellphone. Clearly the front desk clerk was not helping anyone. I could see him outside smoking. Which is fine. He did answer when I called. He came inside and I had asked for what I needed. He had a blanket available but no sheets. He said he'd have sheets sent to my room. We never received our sheets. And I had hoped to use the washer and dryer. One of the perks and reasons why I chose this hotel..which just added to my frustration.were out of order due to maintenance. Also my sister and her fiance stayed in a different room upstairs. The elevator does not feel safe at all it shakes really bad when going up. And we noticed the elevator hasn't been inspected since 2018. So we...