Staybridge Suites Raleigh-Durham Apt-Morrisville by IHG — Hotel in Morrisville

On Friday morning, the day of our departure, and while in route to the hotel, received a call, informing that there was an issue with our room. Was informed that the location would be unable to accommodate the option for the two-bedroom, because it was out-of-order and that we would have to put in separate rooms that adjoined because the room we reserved was not ready and may not be ready upon our arrival. Caller continued with, it was a holiday weekend, and they was having trouble getting in touch with staff and maintenance to correct the issues with the room and mentioned that one of the issues was that the refrigerator wobbled. I asked if the reservation could be moved to a different Staybridge location caller informed that moving to another location was not an option and that they would do whatever she could to make sure that the two-bedroom was ready by the time we arrived. I told her that I understood and that we would prefer the two-bedroom but would settle for the adjoining rooms since we were already in route. She was very professional and her calling ahead offered us a level comfort and assurance that we would be taken care of.

Moving forward, we arrive at the hotel, we are told that the two-bedroom is ready, and we are pleasantly greeted by Ray and Dianna was there as well. We check-in, are given the keys, and off we go. We start unpacking, do a quick once over of the room and realize that the refrigerator still wobbles and appears to be okay otherwise. We go into the bedroom with the single bed, I start to sanitizer a bit more (due to COVID-19), I pull out the top drawer of the dresser, where the television is located, and I see dirty washcloths, broken fingernails, and ponytail holders in the drawer. We leave to get a few groceries for the week and as we are leaving, we stop by the front desk to get an extra key and to inform of our findings. Ray expresses shock and frustration and offers to move us. I inform that moving is not necessary (do not like to move after unpacking…such a hassle) and that we just wiped down the drawer and wanted to make them aware. She then informs that she cannot comp the whole stay, which I understood and expressed that to her. However, she offers to comp us a night and off we go.

We return with groceries, place items in the refrigerator, place ice cream in the freezer and turn on the icemaker. Sometime later, our boys take out their ice cream and it has melted and is almost like soup. My husband goes down to inform of the situation and the ask they he bring the ice cream down and have it left in the freezer near the front desk. He takes it to the front desk, it refreezes, and still no visit from maintenance regarding the refrigerator issues.

We finally reach the day of departure. We get to the front desk and Crystal is assisting with checkout. She asks about our experience and we inform her of their area of opportunity. She asked if we previously mentioned the issues with the refrigerator, we tell her we did, along with our other concerns. She then asked if we had too many items in the refrigerator. I did not really understand that question since we only stayed a week and had no need to overstock the refrigerator. She further stated that she had not seen a maintenance request for the refrigerator. She continued with asking my husband and I what we were told about what would be done about the issues and we informed of what we were told. She informed she would give us a call the following Monday(the 12th), after she had spoken with the staff to resolve the issues. We still, upon the completion of this review, have not received a call, nor the comp stay, only a generic email asking for our feedback.

I was so excited by the customer service received before we arrived, the care call from Ray, the kind service from Dianna and the warm smiles from housekeeping during our stay.

Please do not misunderstand, Crystal was very professional in her speaking, however, regarding customer follow-up, she dropped the ball.

Again, I work in customer service and I do understand the prowess is takes to maneuver through what could turn out to be a very unpleasant situation, however, if you tell a customer that you are going to fulfill a request, please do so and do it pleasantly and without suspicion.

Kudos, to Ray for making the best of an uncomfortable situation to Dianne for her soft-spoken kindness and the warm smiles from housekeeping for helping to keep great customer service alive in this day and time.

Recommending only because of the two-bedroom option.

We're social distancing so that's why...socializing question...

My daughter and I made the trek from Minnesota to North Carolina so she could attend Montessori training to certify her as a Montessori teacher. We made a reservation at a hotel in May, that 2 weeks before we were to leave, we found did not exist. So by luck we were able to book a room that met our needs at the Staybridge Suites in Morrisville, North Carolina.

Upon arriving Sunday evening there was some confusion as the room we had booked was not the room that we were going to be given. The gal at the front desk asked us if we had any shopping to do because it would take her a few minutes to straighten this out. That turned out to be OK because we were able to find the location of my daughters training.

Once we got back everything was fine she had found the room that we had reserved. It was ready and we were able to move in. This was our first good experience of our entire stay.

Since then we have met the extraordinary staff. It seems that they host several long-term construction workers. I can understand why they choose to stay here. Kahn (GM) and Alex (AGM), have gone above and beyond to make certain that our state is pleasant. I spent most of the time at the hotel with my two dogs and I was concerned about how safe it would be. I have never once felt unsafe. I am very happy about this as I did not want to sit in my room for three weeks. I am able to roam about the grounds of the hotel with my dogs.

My daughter had printing to do and they both were more than happy to accommodate her, even helping with paper jams!

Kenny is their maintenance guy and he is phenomenal. The deadbolt lock on our door did not work properly and he wasted no time in getting to our room to fix it. He was very courteous, pleasant and respectful.

Becca is the chef for the breakfast and the managers happy hours. The food not only tastes delicious every day but the presentation is beautiful. She works very hard to take care of the hotel residences and she truly cares about the people she is serving. She even made a special birthday basket for one of the guests!

Lynette at the front desk has been helpful in answering all my questions about the area. I needed to mail a letter and she graciously took it to the mailbox for me. Today she even helped me start up Apple Pay on my phone!

Jennifer in sales made my daughter feel cared for. She had a stressful day and was talking to Becca about it, Jennifer overheard and stepped out of her office to tell her she would get through this. Then she handed her a small rock that had been colored and the word “hope“ was written on it. She told my daughter that many years ago her daughter gave it to her when she was having a tough day. Her daughter told her to always remember that there is hope.

Higinia was our housekeeper, she was so courteous and considerate of our dogs. Many days I would take the garbage and the dirty towels to her so she did not have to come in and be bothered with our dogs. On the days that she did come in she always took time to stop and say hello to them.

Of course there were other wonderful staff working in the kitchen and housekeeping that we did not get to know as well.

I feel we have made some new friends by staying here. I never dreamed that a hotel staff could make us feel so at home. Both my daughter and I feel that we will need to come back just to visit our...

My daughter and I made the trek from Minnesota to North Carolina so she could attend Montessori training to certify her as a Montessori teacher. We made a reservation at a hotel in May, that 2 weeks before we were to leave, we found did not exist. So by luck we were able to book a room that met our needs at the Staybridge Suites in Morrisville, North Carolina.

Upon arriving Sunday evening there was some confusion as the room we had booked was not the room that we were going to be given. The gal at the front desk asked us if we had any shopping to do because it would take her a few minutes to straighten this out. That turned out to be OK because we were able to find the location of my daughters training.

Once we got back everything was fine she had found the room that we had reserved. It was ready and we were able to move in. This was our first good experience of our entire stay.

Since then we have met the extraordinary staff. It seems that they host several long-term construction workers. I can understand why they choose to stay here. Kahn (GM) and Alex (AGM), have gone above and beyond to make certain that our state is pleasant. I spent most of the time at the hotel with my two dogs and I was concerned about how safe it would be. I have never once felt unsafe. I am very happy about this as I did not want to sit in my room for three weeks. I am able to roam about the grounds of the hotel with my dogs.

My daughter had printing to do and they both were more than happy to accommodate her, even helping with paper jams!

Kenny is their maintenance guy and he is phenomenal. The deadbolt lock on our door did not work properly and he wasted no time in getting to our room to fix it. He was very courteous, pleasant and respectful.

Becca is the chef for the breakfast and the managers happy hours. The food not only tastes delicious every day but the presentation is beautiful. She works very hard to take care of the hotel residences and she truly cares about the people she is serving. She even made a special birthday basket for one of the guests!

Lynette at the front desk has been helpful in answering all my questions about the area. I needed to mail a letter and she graciously took it to the mailbox for me. Today she even helped me start up Apple Pay on my phone!

Jennifer in sales made my daughter feel cared for. She had a stressful day and was talking to Becca about it, Jennifer overheard and stepped out of her office to tell her she would get through this. Then she handed her a small rock that had been colored and the word “hope“ was written on it. She told my daughter that many years ago her daughter gave it to her when she was having a tough day. Her daughter told her to always remember that there is hope.

Higinia was our housekeeper, she was so courteous and considerate of our dogs. Many days I would take the garbage and the dirty towels to her so she did not have to come in and be bothered with our dogs. On the days that she did come in she always took time to stop and say hello to them.

Of course there were other wonderful staff working in the kitchen and housekeeping that we did not get to know as well.

I feel we have made some new friends by staying here. I never dreamed that a hotel staff could make us feel so at home. Both my daughter and I feel that we will need to come back just to visit our...