Staybridge Suites Summerville - Charleston Area by IHG — Hotel in Summerville

I experienced the worst customer service I have ever received in my entire life. During my stay the first couple of nights I discovered my room had bedbugs due to one crawling on my pants while sitting on the couch.. (I have a video of it as well). I also woke up with bedbug bites on me. After discovering it I went down stairs and tried to report only to be called a liar and after the back and forth they told me They would have someone come out and do a lab report on it. During that time I demanded another room. (The situation wasn’t taken seriously at all and was told I could grab my clothes and so on and move to another room) they gave me the room right next door to mine. When I walk into Room 206 I was completely shocked to discover how dirty it truly was.. due to the conflict I just dealt with over my experience with bedbugs I didn’t feel comfortable going back down there to ask for another room. (I had to go to Walmart to buy my own cleaning supplies just so I could sleep in that room that night) when I got up the next day I got a call that afternoon from the assistant manager saying they received a report saying my room was clear of bedbugs. I was given the option to stay in the room that was dirty or go back to my old room that they claimed had no bedbugs. Due to the other room being so dirty I told her I wanted to go back to my old room due to the other room they gave me not being up to my standards in cleanliness. Two days pass and I discover more bites on me again along with housekeeping entering my room back to back when I had a “do not disturb” sign on my door. When I get off work that day around 1:30 I go back to the hotel (I discovered in the reviews four months prior to my stay someone else discovered bedbugs as well.) I go to the desk once again due to having bites on me AGAIN and I asked to speak to a manager but I was told all the managers were off until Monday. Which in fact The assistant manager was there. (I discovered her when I come back down from my room 30 minutes later) during my interaction with the desk clerk I tell him about someone entering my room while having the do not disturb sign on my door and during that moment he calls the Woman that’s been doing my housekeeping to the main lobby and confronts her in front of me which she then goes off on me and tells me all I do is complain. I then pull out pictures and show her that I had to clean room 206 with my own money so I have no idea what she’s actually talking about. When I show her the pictures on my phone of room 206 and how I had to clean it myself she then got defensive and started yelling at me which then I had to walk away because there were people around witnessing this interaction.

I told the assistant manager at the front desk later on what I endured And all she could say was I’m sorry she should’ve never acted like that. The level of unprofessionalism there is something I have never witnessed in my entire life. I’m on a business trip and after going to the Front desk not once but TWICE due to my situation I then ask for the Report on Room 208 stating it doesn’t have BedBugs! I was told they didn’t have it nor could they provide me with one on room 208. After that I no longer felt comfortable staying there. At that point I had to use the back door just to enter and exit the hotel due to how uncomfortable I felt... I had to keep all my things locked up due to the worry and fear of housekeeping after my interaction with the housekeeper as well. My overall experience was absolutely terrible and to this day I still haven’t received a report on the bedbug situation in room 208 and Im STILL healing from the bedbug bites!

This place is disparaging to...

The property itself looked new, updated and clean overall. Conveniently placed in Summerville. Outside noise was not an issue given its proximity to the highway. Breakfast was consistently hot and tasty. However, there were issues that made our 2-night stay over a weekend less than stellar: We booked our room for 6 guests (3 adults, 3 children) through the IHG website. We were suggested to book a 2x queen + sofa bed, which we did. When we arrived the sofa bed was only a twin, which is abnormal as all other hotel sofa beds are at least a double bed. When we asked the hotel staff for some kind of accommodation for this, they were apathetic at best and said there was nothing they could do. They don't offer roll-away beds onsite and were not willing to ask neighboring hotels in the IHG family to borrow a roll-away bed. I eventually asked for another set of bedding to retro-fit a bed on the section of couch that was not part of the sofa bed, which they provided, though only after pressing. We had very loud neighbors our first night that carried on well past 11:00 PM. Multiple calls to the front desk to complain did not result in any noise reduction. The pool was closed for our entire stay due to maintenance, which was one of the main reasons why we booked this particular hotel. They do not offer any room cleaning services on weekend, which is not obvious during booking. This includes things like taking out the trash or refilling in-room consumables. When I asked about getting someone to at least take out the trash from the kitchenette, I was told I needed to take it to either the dumpster outside or to one of the larger trash cans on the ground floor…so be prepared to do some house chores if you’re staying over a weekend. Again, when I pressed the staff about this, they seemed apathetic at best. Overall, a nice hotel and a nice stay, just don’t expect any real customer service if you need any assistance and make sure you have enough “real beds” for the number of...

I checked in on 4/11 and the front desk clerk was a little bias. He ask questions about my address but didn’t verify the card in person only ask if I’m using the card on file. The first thing I noticed was the stains on the room door. Once inside we see a note stating the carpet was cleaned and still wet. I did a walk through which I always do before unpacking. The dishwasher had onions at the bottom, one spoon no forks in the drawer, candy wrappers in the drawer of the bedroom, bathtub with rust stains and cracks around the molding plus toilet holder broke on one side. The bathroom floors were dirty. And the basin was black where the chrome is. The dishes in the cabinet was dirty one the mugs had food in the bottom of it. The spatula on the counter had dried eggs on it. I took pictures of everything. The front desk clerk was told of the issues he said he would take care of it. Nothing happened that night other than hearing people walking/talking all night. The next day I spoke with the front desk clerk and let him know again of the issues and he told me he got sidetracked. Then offered $40 off one night . I’m a club member which I ask to check out late and was told because of the issues I will give you an extra hour. If I’m not mistaken a club member gets late check outs. I don’t like this Staybridge at all. I stayed here 2 years ago 2023 when the water backed up in the kitchen sink and it took them a half a day to decide to move me to another room. I only like staying at the Staybridge off of Ashley Phosphate Rd. I never have any issues they’re always attentive. Unfortunately, that Staybridge was booked and I figured since it was 2yrs ago the stay should be good. Well it wasn’t and I will never stay here again. I just wasted $480 on the worst stay...