Staybridge Suites Everett - Paine Field by IHG — Hotel in Mukilteo

I want to start by saying that you do not stick to a IHG Standard for customer service and beds at your location. That matress was horrible!!

It was obviously worn out and needed to be replaced. Springs dug into my body everywhere. I only got 2 hours of sleep, barely. I would expect that at some cheap motel, but not at an IHG hotel.

Also the fan in the bathroom runs. The entire time! With no way to turn it off. Super distracting.

Also your tv somehow got placed on a channel that tells you you don't have a signal. We spent an hour messing around with it. Checking the cables and checking the inputs. Nada.

We only figured it out when we were watching tv in the bedroom and I accidentally clicked on that same channel that told me I didn't have a signal.

That's when I realized what the problem was with the main tv. As soon as I put it in a different channel it worked. Your housekeeper should check on that before renting the room out. What a weird issue to have.

The couch in the front room is super uncomfortable! It made my back hurt. There is no support. It comes across like you bought it at IKEA, because it's so cheaply made.

You also only keep one roll of toilet paper in the room. The roll on the dispenser. Most hotels will have a spare sitting in the bathroom. Your hotel comes across as very stingy.

The guest sevices agent was very unimpressive. She did not thank me for being a club member, nor did she recognize that I was an IHG member.

She was very uninformed about things. Like how to take a bus to the airport. She assumed we wanted to take a rideshare and acted like she didn't know what a bus was.

You really should bring airport shuttle back. (You can't keep using COVID as your excuse for your demise.)

She also did not tell me I was going to get charged for parking. Nor does it say that anywhere on the website, despite what the person I spoke with today said.

When I stayed there I was going to do a late checkout (which the guest services agent claimed that she couldn't guarantee because your morning shift had their own protocols?)

And did I want to call in the morning to check? No, I don't normally wake up in the morning. What's the point of a late checkout if I'm not allowed to sleep in?!

I ended up leaving before checkout time. I checked out at 9ish. That speaks volumes.

This is a month later that I'm doing the survey, but I remember everything like it was yesterday.

Charging $11.06 for non-Seattle paking. Ridiculous! I've stayed at a lot of hotels, including IHG, and that is definitely a first.

That is what makes me the most angry about my stay, besides the terrible matress. When I get my credit card bill today and there's some unknown amount on there it messed with my head. At first I thought you charged me for someone else's incidentals.

When I called the front desk (after trying 3 numbers from online that say they are your number, when in reality, they only go to reservations, ) the gal I spoke with was very non-chalant about the charge.

No apology or offer to refund my money. I feel tricked.

Oh yeah, your electronics.

The fridge made a super loud noise like a washing machine running all night. It barely stopped. Obviously there is a problem with the compressor.

Your air blows constantly in the TV room. We had a king suite. It was freezing. It made me sick when I got home. Most likely because your HAVAC is not filtering germs out properly.

I'm really glad I did not stay there during the pandemic because you feel...

I recently stayed for a long weekend and over the past summer had a much longer stay while our house was going through major renovations. I love this place. When I returned for my recent visit it was like coming home to stay with friends. Ambiance in the lobby is always nice but decorations were very pretty for the holidays!

Rooms - the rooms with 1 bedroom were spacious and had everything we needed in the kitchen to be able to eat in when we wanted. Having a full fridge with icemaker was awesome. The rooms we stayed in were clean and well kept (and we were in a pet friendly room). The bed was comfy for me both times I stayed and the bathrooms were clean and kept clean with towels refreshed.

Service - the service is amazing ,from my call before the stay to make sure everything was in place (thanks Elijah!) and all of the front desk people are professional and friendly. The maintenance people were friendly in the hallways and when we needed extra towels, etc. Management was awesome (thanks Bryce and the other female manager (I'm SO sorry I don't remember your name) in sorting out having to extend our stay with short notice.) The culinary service team was amazing. Matthew in 5x5 bistro was so welcoming to everyone and was always on top of everything. They updated the menu during our stay and were genuinely interested in our feedback. And my mornings would not have been complete without the tasty breakfast, with rotating hot dishes, yogurt and oatmeal with more toppings than you would expect. Fresh waffles or french toast. Variety of cereals and juices and breads, and always kept well stocked and fresh thanks to Liz and Lupe and the team. I missed them all when we left.

Location is convenient - very close to Paine Field, nice wooded trails for walking, Walgreens close by, not too far (short drive) from the Mukilteo ferry, lighthouse and downtown (great views and you might even spot some orca in the summer!). Not too far from other food options and the interstate.

Overall highly recommended, and looking forward to...

Rude & Discriminatory Treatment by General Manager Brittany Roarke

My family and I had a disappointing experience at this hotel due to the unprofessional and hostile behavior of the general manager.

We booked over the phone with a staff member who confirmed a 2 PM late checkout, which was important as we were traveling with a newborn and a toddler. Upon arrival, the room was fine, but service felt dismissive—staff seemed indifferent when we requested additional comforters.

The real issue arose the next day. At breakfast, my sister checked on our late checkout and was suddenly told we had to leave by 1 PM instead. While we understand late checkouts depend on availability, the response was unnecessarily rude and condescending. We accepted the change and returned to our room to pack and feed the kids.

However, at 12 PM, housekeeping knocked, saying they needed to clean the room. We explained that we had a confirmed 1 PM checkout. Shortly after, the general manager called, now demanding we leave by 12:30 PM. When I reminded her that she had personally said 1 PM earlier, she denied it and aggressively insisted she could “roll back the cameras”—a response that felt unnecessarily combative.

My sister later went to clarify, and instead of a professional discussion, the manager reacted with open hostility, slamming the desk and raising her voice. When I asked her to check the footage as she had offered, she made a show of looking for it, then claimed there was no audio. What was shown did not support her claim, yet she continued to dismiss and belittle us.

What made this experience worse was the clear difference in how she treated different guests. While we were met with hostility, other guests were treated with warmth and respect. We travel frequently and have never encountered such an unwelcoming environment.

If you value respectful and professional service, I would strongly recommend choosing another hotel. I have attached screenshots showing her unprofessional and dismissive body language during...