Staybridge Suites Denton an IHG Hotel

My wife and I stayed un this hotel 12-8-2024. BEDBUGS BEWARE! The first night, in the middle of the night, I felt a bug crawling on me. Thinking it was nothing I flicked it off. After the 2nd night I saw a similar bug in the bathroom and ised google lens oi identify it. We management about this and we're told my card wouldn't be charged. A few days later it was CHARGED! I disputed the charge, then it was rebilled. Neither my wife or i had seen a bed bug before! After the obvious cleaning, sanitizing and worry I checked and I had been rebilled again. Then I get a 132 credit, then I get rebilled 264 and change. I was told we were charged for 1 night. I guess there's a 264 dollar bedbug fee???? No one has been any where near helpful in this and I will shout this from rooftops!!!! I don't wish this nightmare on anyone, especially when you get charged for it!!!

After checking into the hotel, we found the room unclean. Roaches around the bed and in the cabinets. Ants in the sink. Microwave had brown goo in it. The bathroom smelled bad. Stains on the sheets. Torn cushions on couch. Dirty kitchen utensils. When went back to the front desk I was informed that there were no other rooms available. The front desk attendant offered to have housekeeping come reclean the room. I said “ok” but when she called the housekeeper, the housekeeper refused to come back to the hotel to clean the room. Left with no other option, I was offered a 40% discount to stay in a nasty room. No way I would let my family sleep in a room like this so we left. I called the corporate office and they opened a ticket. The next day the manager offered a 50% refund. I refused as I didn’t want to pay for a room like that. The next day I was told that I will not get any refund and offered hotel points. Even after calling corporate again, they would not help. I don’t have an account with this chain so the points will do me no good. The real kicker is the sign at the front desk that promises to have a clean room or they will make it right. I don’t think this will ever happen. I have lost over 300.00 and hours of my time because of a dirty hotel and bad customer service. I do not recommend this hotel to anyone.

Our room smelled like animal urine next to the bed. Nauseating! It was obvious and should have been noticed by staff prior to renting the room. Won’t stay again. Housekeeping was also lacking and random everyday- sometimes garbages, sometimes towels, sometimes bed was made.

Stayed here for one night and were very happy with the hotel. Had a nice 2 bedroom suite, and everything in the room was as we hoped for. Only minus we can think of was that they had closed down breakfast 2-3 minutes before they supposed to, which should be avoidable. Conveniently located near multiple shopping opportunities.

We stayed in a 1 bedroom suite for 1 night and paid closed to $300 for it (through a 3rd party). I asked about upgrade options when I checked in and was told the hotel was sold out. Both the beds in the bedroom were so squeaky they kept my family up most of the night. Even turning over slightly caused an intense squeak that caused the other person in the bed to wake up. We were told by the front desk person that the sofa sleeper was a queen bed but it was barely twin sized and could only fit 1 person. There was a large dark brown stain on the corner of the mattress and the bed was extremely uncomfortable - the worst one my teen has ever slept on. The lock on the sliding bathroom (the only one in the room) as well as the one on the bedroom door was broken and the door did not close all the way. Overall, the room had a dingy feel to it. I spoke to the front desk person the first thing in the morning about all the issues and he told me he would deposit 1000 points into my account but that was never done. He gave me the card for their general manager, Keith, B and advised me to speak to him. When I spoke to him about the issues on the phone, he extremely defensive and stated I should have addressed the issues at the time they were happening. I explained we were not back in the room until late that night and did not go to sleep until midnight and did not know about the severe squeaking until then and my kids were already asleep. He said I should have still contacted the front desk to have these issues addressed at that time. I stated I knew the hotel was sold out so what could have been done in the middle of the night and he said I still should have tried to have it resolved in the middle of the night. I told him this was irrational and he loudly said to me not to use "foul language" while speaking to him. I clarified with him that he was talking about the word irrational and he said "yes, that is a foul word to me". He then stated this room was recently inspected and in no way could have any of these problems I stated and how does he know I am not just trying to get something free out of this? I asked him to check out the room himself which he said he did and of course told me none of the problems were found. He offered me 500 points "for my trouble" which I declined because I will NEVER stay in another property associated with this hotel ever again. It was the WORST hotel experience I have ever had - mainly because of the attitude of the manager.