Staybridge Suites Tucson Airport by IHG — Hotel in Tucson

Reservation reserved online 28APR2025 and confirmed for a one night at Staybridge Suites, Tucson on Sunday, 22JUL2025. Email confirmation received 28APR2025, Confirmation # 67976491.

Reservation #67976491 was for a Mobility Accessible room with Roll in Shower.

We arrived at Staybridge Suites Tucson Airport on the afternoon of 22JUL2025 and checked in with Desk Clerk Dania. Dania did not mention anything about our reserved room with a Roll in Shower not being available. My family and I were assigned Room 109. We went to Room 109 and immediately noticed it had a regular bathtub, not a Roll in Shower.

We returned to the front desk and informed Dania that the room did not have a Walk in Shower as reserved. After several minutes on her computer, she said they do not have an available room with a Walk in Shower, and the room I reserved many weeks ago on 28APR2025 was given out to another occupant who had been in our reserved room for six days and was still in the room.

I asked Dania how could someone have given out our room when it was confirmed reserved, and who did it? Dania said she did not know who gave it out or why it was done. I then asked her to please have the occupant moved to another room and have the maids clean the room so we could move into our reserved room. Dania informed me that she was unable to have a customer change rooms and that the maids had already left for the day.

I informed Dania this was completely unsatisfactory, and I needed to please speak with her manager. She said her manager was gone for the day, but she would call her to inform her of the room situation. I told Dania as she can plainly see, I am in a wheelchair and am unable to use a bathtub safely.

After a few minutes on the phone, Dania informed us the Hotel’s General Manger, whom I later learned is Denise Cabrera, offered to upgrade us at no extra charge to a larger room which has a lower than standard bathtub height and she will have an extra 15,000 points loaded into my IHG Platinum Elite Account.

At this point it was late in the afternoon and we had been driving all day to get to Tucson, so what choice did we have? Dania assigned us to Room 131 which was larger and did have a lower than normal bathtub to step over. Unfortunately, the bathtub height was still too high for me to step over safely. I didn’t want to possibly have a 911 situation so I did not take a shower at the Tucson Arizona Airport Staybridge Suites.

Even with the “free” 15,000 points added to my Platinum Elite Account and the “free” larger room upgrade, my family and I were still not happy about how we were not notified that our reserved room was given to someone else and the fact that it was not safe for me to take a shower at this overnight stop.

Several days later I discovered discrepancies with the room cost Tucson Arizona Airport Staybridge Suites charged us. The Walk in Shower room cost when reserved was supposed to be $160.53 including all fees and taxes according the online reservation. This $163.05 amount was again confirmed on the 28APR2025 “Details for Your Upcoming Stay at Staybridge Suites” confirmation Email. I later discovered my credit card was charged $209.48 by Staybridge Suites Tucson on 23JUN2025, and then it was credited $22.85 on 24JUN2025. Do the math, $209.48 - $22.85 = $186.63. That is $26.10 more than the promised complete price including all fees and taxes above the $160.53 we expected to pay for the room we originally reserved but did not get.

I have never experienced such a room situation like this in all the years my family and I have been traveling and staying at IHG Hotels. I’m very disappointed in the treatment we received. To avoid attempting another night at the Tucson Arizona Airport Staybridge Suites, we changed our return home path entirely, canceled reservations, and made new reservations along our...

Likely employee STOLE from our room. No sign of forced entry.

“D___ The Manager” was rude, dismissive, unapologetic… made it clear that she didn’t care about us. She raised her voice and hung up on me in a huff; but not before insulting me and loudly insisting… talking over me… that “everyone who checks in to her hotel agrees to waive any/all responsibility of her hotel in the case of theft from the rooms… whether employees are involved or not.” What I wanted to know is if there were any key- card entries into our room while we were out. She wouldn’t say… and she told me that she would NOT be following up with me re: anything she learned from key entry log or security cameras. She refused to give me the names or contact information of any of her superiors.

D___ claimed to be a manager, yet would not offer her last name, and would not tell me the name of the General Manager.

After spending over 110 nights in IHG properties this year alone… her rudeness was enough for me to check out immediately and cancel more than 90 days of reservations that I had already made at IHGs in December and the spring of 2025.

D_____ isn’t the only reason this Staybridge is the worst in the country. For over a previous month of our stay there, it was obvious that the cleaning staff is derelict. The same pile of candy and assorted garbage littered the halls and stairways for our entire stay. One can’t miss the bright candy colors… yet they remained for over a month… along with the vomit of a dog in the hallway a few doors down.

When the cleaning staff entered our room, they didn’t clean; as evidenced by cup rings on the countertops and table. They always managed to take the tips we left. They didn’t empty out garbage cans. They left towels on the floor. They re-made our bed… time and again… without changing the sheets. No, I’m not exaggerating. Any staff that poor, for that long is proof of poor management.

So, while utterly disappointed by D____ when I had the displeasure of making her acquaintance after we were robbed, her pathetic management skills shown through by how she communicated with my wife and with me. Had she, or any other management walked their halls throughout the first month+ of our stay… would they have seen the garbage littering the halls and disgusting stains from pets? Her inconsiderate attitude reflected the obvious pervasive discontent of her staff.

I could go on, by describing the employees I met who expressed a desire to learn and excel at their jobs. They confessed poor and revolving managers, and how they were not encouraged, sometimes not allowed, to learn more about their own jobs.

Extended stay hotels are often the temporary homes of nurses (like my wife), consultants, members of our military, construction workers, etc. These people deserve peace, and a clean and safe environment. They are often away from the hotel for 12+ hours per day, working hard and missing their families.

So, before you try to shift blame to your guests, D____; for “not telling you” about your employees who don’t clean and your employees who are not empowered or trained (by you) to make your hotel great, or to help customers more… consider your self. Consider learning and applying best-practices to your job. If you do, your own spirits will rise. Your own attitude will improve as you help your guests to have the best experience possible. You can be an excellent manager, if you so choose.

So far… in my experience… you don’t enjoy nor deserve a management position. Your employees and your customers...

We arrived at Staybridge Suites by the Tucson airport about 9:40 pm. We checked into our room. Our room smelled like vomit. It was horrible. We talked to the front desk lady and she tried to help us. She agreed that the smell was awful. She sprayed something on the floor and on the couch and curtains, but it ended up making it worse. She was friendly and said she wished there was something she could do for us, but there were no rooms available that night and they'd have to see for the next day. She tried to call the manager, but the manager did not answer.

My kids and I "slept" on the two full beds. It was a miserable night. My husband was supposed to sleep on the pull-out couch, but that's where the smell was the worst. He felt sick to his stomach so he went and slept in the car.

By this time there was another front desk person. He was very friendly and tried to be helpful. He also tried to reach the manager to no avail.

Around 1 or 2 in the morning, we all finally settled down and were able to fall asleep. We all slept restlessly. We could smell that smell the whole night.

The next morning, the same front desk clerk from the later part of the night was still there. He said he'd cleaned a room himself that we could have that night. He'd talked to the manager and he said they were not charging us for the night before. He said if we stayed, we could get that night free and only pay for the 3rd night. They also offered to waive the pet fee.

After some discussion, my husband and I decided to go to a different hotel for our last two nights. Aside from the vomit smell, there were stains on much of the furniture in the rooms and in the main areas. There was an overall feeling of not being clean. There were certain minor maintenance issues like the baseboards coming loose and the paint or wallpaper peeling off the windowsills. There was no one wiping the counters down during breakfast and the counters were quite messy. The food did not look appetizing.

We understand that they are renovating the hotel and that they have been for 2 years.

Overall, the front desk clerks were very friendly and nice, which we were thankful for. They tried to help us as much as they could. We never met the manager and it was difficult to contact her when we needed help in the middle of the night.

We were able to get a room at a different hotel. The second hotel was 20.00 cheaper a night and was SO CLEAN. It looked and felt clean.

Unfortunately we will never return to Staybridge Suites. It was not a good experience and we would not want to risk another...