stayAPT Suites Suffolk-Chesapeake — Hotel in Suffolk

Ass: Formal Complaint Regarding the Stay from October 5th to 10th – Reservation [Your Reservation Number/Name]

To: General Manager / Guest Services Hotel: stayAPT Suites Suffolk-Chesapeake Address: 5961 Harbour View Blvd, Suffolk, VA 23435 Date: October 14, 2025

Dear stayAPT Suites Suffolk-Chesapeake Management,

I am writing to express my profound dissatisfaction with the service and numerous operational failures experienced during my stay at your hotel from October 5th to October 10th. While the appearance of the hotel structure was acceptable, the quality of service provided was utterly chaotic and unacceptable for a professional establishment.

My experience was severely hampered by a series of critical issues:

Check-in Disarray and Disturbing Call:

The check-in process on October 5th was highly confusing and delayed, which your staff attributed to an inexperienced employee.

Most disturbingly, I was woken up by a call from the front desk at midnight on the first night, requesting me to spell out my name. This action demonstrates a complete lack of consideration for guest rest and well-being and is a gross lapse in standard hospitality procedure.

Repeated Key Card Malfunction:

During my five-night stay, my room access key card was blocked three (3) separate times. Each instance required an inconvenient trip back to the reception area for re-activation, causing unnecessary frustration and wasting my time.

Failure to Provide Essential Services (Breakfast and Housekeeping):

On the first morning, breakfast was not provided, despite it being prepaid and confirmed through my travel agency. This is a fundamental failure in delivering a contracted and paid service.

The housekeeping service was virtually non-existent for the initial part of the stay. My bed was only made, and the room was only eventually cleaned, starting on the third night of my stay. It is unacceptable for a hotel to neglect basic room hygiene and maintenance for such a long period.

Conclusion:

The cumulative effect of the chaotic check-in, the inexcusable disruption of my sleep, the recurring card failures, and the significant delay in providing both a prepaid meal and basic room cleaning, amounts to a terrible service experience.

These issues are symptomatic of severe internal disorganization and a critical lack of staff training, which overshadowed any positive aspects of the hotel's physical setting. I believe these failures could have been easily avoided with proper procedures and oversight.

I expect a formal response acknowledging these grave issues and outlining the steps your management will take to address and prevent such occurrences in the future, as well as a proposal for appropriate compensation for the compromised quality of my prepaid...

I thought I had already posted this review. I stayed in Feb 2025 for a month. So things may have changed slightly. I highly recommend Stayapt in Suffolk. The GM Sydney at the time was a great asset and went out of his way to make guests feel welcome, so I have no doubt if I had an issue he would go out of his way to remedy it or answer questions. I’ll try to share things that I would like to know as I decide where to stay.

Kitchen: The main reason I settled on staying here was because it has a full kitchen and living room. I wanted something apartment-like. There is a full size stove, microwave, dishwasher, and fridge. There is also a coffee maker and toaster. For eating: 4 each of cutlery settings and plates, bowls, mugs, and glasses. Other equipment: ice cube trays, 2 sharp knives (chef and paring), can opener, corkscrew, measuring cup and spoons, colander, 2 sautee pans (1 nonstick), 1 saucepan, 1 round baking sheet, cutting board, potholder, 1 spatula, 1 tongs, and a spoon. Things you might miss: a larger pot for pasta, a larger sheet pan for baking, and a mixing bowl. They also provide a small dish detergent, several dishwashing tabs, a towel and dishcloth, and extra trash bags.

Living area: my suite had a 2-seater sofa and side chair and side table. There are 2 stools to eat at the counter. The TV is large and has Direct TV, though I had issues at times accessing stations. You can also log in to your own Netflix and YouTube accounts.

Bedroom: I found the bed comfortable and motion between sides was limited enough (i.e. if you’re sharing a bed, someone’s tossing and turning won’t bounce you off the other side). There are reading lights for reading in bed, a huge TV, closet with hangers, laundry basket, and iron/board. There is a desk in the bedroom and there are charging ports on the nightstands and desk light. The window shade is surprisingly good at blocking out light. That said, if sharing a room, be aware there is no door separating the living room and bedroom.

Laundry rooms are available on each floor and have 2 washers and dryers. You can pay with a credit card or app. Each cycle started at $2.75. And longer ones go up from that.

Location was ideal for me, and the area felt safe and convenient in general. Retail including groceries, a Walmart, restaurants, breweries, and other retailers nearby within driving distance. There’s at least one brewery and one restaurant within easy walking distance. Getting to I-664 is easy. I would stay again if I had an extended stay need...

I had a wonderful stay at stayAPT Suites Suffolk-Chesapeake. I normally frequent Marriott and Hilton Properties during my business travels during the work week, but I wanted to try something different, and I'm so glad that I did!

To start, this is a brand new facility that just opened in November 2024. The team at stayAPT Suites do an impressive job making sure their new facility stays looking like new.

The rooms are quite comfortable and honestly more spacious compared with similar hotels, which is great where I feel like I can actually spread out and enjoy the room. The full size kitchen and easy to access and use Wi-Fi were the main features I appreciated, but stayAPT Suites certainly does its best to give you the resources you need for a comfortable and relaxing stay.

One important item that can't go without mentioning are the people that make stayApt Suites what it is. I have to appreciate Tia Benincase (Assistant General Manager) who had not only checked me in during my stay, but took the time to show me all the benefits that stayAPT Suites offers. Tia is an amazing professional that listens to her guests and will do everything she can so the customers can have an excellent stay. Tia certainly is a great brand representative for stayAPT.

This stayAPT Suites is so close to I-664 and makes it easy for me to see my customers in the Norfolk and Newport News areas. stayAPT is such a great value when compared with other major chain facilities like Marriott,...