Staybridge Suites Wichita by IHG — Hotel in Wichita

Currently here for work and on day 18 of my stay, extended once by a few days, with plans to continue extending until the end of my 2 month contract. I work nights and sleep during the day. I completely understand typical day time noise transference from rooms above or next to me. First time, I was woken up by a pounding on walls. Didn’t think anything of it, maybe it was just maintenance/housekeeping. It happened again sporadically twice more and called front desk. Told her my room number, was told she would investigate since I couldn’t tell where it was coming from. Was told to call back if it continues. No follow up communication about her findings. Woke up maybe a couple hours later and heard it again, this time, I could tell it was from above and in what sounds like someone just pounding on a wall like a drum-set. So, I call again (it’s early afternoon at this time, different gal). I tell her my room number and the situation. She also said she will see what’s going on. No follow up call. Fast forward to sometime shortly after 7pm, and I again hear an obnoxious pounding on the walls, a little rowdier than before—note this happened after the hotel’s social hour where they serve light bites and beer/wine. So now I go downstairs and and let the front desk gal know of the escalated situation, same gal from second call. Then I’m told she didn’t remember my room number (at this point I’m thinking, why not grab a pen and just write it down?) so she didn’t know what to do and called her manager, the most they could do is change rooms—not even a comp. I asked if that was really acceptable, to make persistent excessive noise and for the guests to just deal with it? I ask her if she could contact her manager since I am already having to go downstairs—the front desk employee said her phone just died. Seriously? Your cell phone? You have a work phone right there. You’re telling me the manager contact isn’t available elsewhere besides your personal cellphone?

At this point I am just so disheartened and in disbelief of the lack of simple good customer service and follow through, so I tell her to please just call me back in the room when she’s had a conversation with her manager. No call. I call back after maybe 30 mins. I am then told she tried calling but it looked like I was coming up from a different room so she wasn’t able to get ahold of me. She said they should been having phone issues, understandable… why not go up and give a quick follow up in person since this situation has escalated to this point? You could put a simple sign on the desk back in 5 minutes.

IHG or management, if you read this, I’m a Platinum Elite this year since travel was light last year—but before that I was Diamond Elite. I am loyal since 2015. I am so disappointed in how this situation was handled. People can go to Marriott, Hilton or any other popular hotel chain. If they choose yours, and have earned a higher loyalty level, please treat them with better resolutions. I was in room 319 and...

My family and I stayed at this hotel while my father was in the hospital in Wichita. We reserved the suite because it slept 10 and a lot of family was called in from out of state and this room was suppose to be large enough to accommodate all of us. We noticed the first night that there was a sign in the living area next to the pull out sofa that said it was "Out of Order" and not operable. We were not notified of this in advance. Luckily that night not all of the family was in town yet. Three of the family members had to end up driving back to KC the second night since the room could not accommodate all 10 people with the broken pull out. The next morning on the way to the hospital I stopped by the front desk to ask if we could get the sheets changed in two of the beds since the remaining family members would be in that night and other family members had slept in them the first night. I was told they were an "extended stay" hotel so they do not clean the rooms unless you are there at least a week. No where in the reservation or name of the hotel does it say "extended stay". I was then told it was because they are short staffed.

After a long emotional day at the hospital saying our goodbyes to our father/grandfather we headed back to the hotel around 4:30 PM. Shortly after arriving back to the hotel we experience a lot of commotion in the room above us. It sounded like a heard of elephants running back and forth. We end up contacting the front desk 7 TIMES through out the evening and night to let them know we were still experiencing loud running and stomping. We were told they left the hotel from 12:30 - 3:30 AM which is when we were finally able to get to sleep. When they returned at 3:30 the running and stomping continued until we checked out at 8:00 AM. We were told on numerous occasions they were going to move them to another room or kick them out. That never happened even though the front desk clerk admitted that it was a pre-teen slumber party that was going on.

When I went to the front desk for the last time at 7:00 AM. I was told they were comping our room. She stated that the manager would email me a new receipt on Tuesday showing the credit. As of today (Thursday) I still have not received an email or credit on my credit card even though I called the hotel yesterday and was told they would check with the manager.

Generally, we have had pleasant stays as IHG Platinum members but this is the second time we have had a bad experience with no resolution. This is causing us to consider changing our loyalty from IHG to another hotel...

Pro's of the my 7 night stay:

1. Staff and management were very friendly and helpful.

2. Food was good including the meals on Monday thru Wednesday.

3. Location is excellent , with a variety of places to eat and shop.

4. Management tried to accommodate our request for different room.

Now the Con's:

1. The rooms are dated and worn. The hotel is in need of a major renovation. The carpets were torn in our room. The cushions on the couch were collapsed. The mattress was so so.

2. If you allergic to pets this is pet friendly hotel. This can be a plus or minus depending on the person.

3. This hotel allows smoking on one floor in several of its rooms. It is hard to contain the smell of smoke to those room's. This can be a no go items for people who do not like the smell of smoke or have an allergy to smoke. Make sure you do not have a room on that floor.

4. We were in room 141 which is next to the fire pit, BBQ, gathering area for smokers, and the pool. This room is very dark because you have to keep the curtains closed so people are not looking into your room constantly. Conversation can be heard until around 10 PM.

5. The pool area is noisy until 10 PM when it is shutdown. So, if you go to bed early make sure you get an outside room, not pool side.

So would I recommend this property to others? Only after they read my comments and decided they are comfortable with the current hotel concerns I have described.

We moved to the new Holiday Inn Express next door were the rooms are clean and quite. By the way this Express is less...