Staybridge Suites Austin Northwest

I travel quite a bit for work so I’m used to having some issues when traveling, but this has been the worst experience. My family and I needed a pet friendly hotel So we decided to give this Staybridge at try. The price was ok and the amenities looked good. Two room suite, free bfast, evening reception, pool for the kids. Looked good. What a Mistake. Unless management does something quickly, they are going to turn away every guest. It all started with checking in. Poor unfortunate young lady was at her first shift by herself and was not given proper training to handle the front desk. I asked for a cart to bring in our luggage etc as we are staying for 3 days. She didn’t know if they had carts. So we brought up all our luggage and when we were making our last trip of 3 to the room, a guy is pushing a cart right past our room. Annoying but understandable. Get to the room and it’s ok. Wanted to make a cocktail, but no ice machines as each room has a ice maker in the fridge. Turned that on and waited for ice that never came, so I had to drive to the gas station to get ice. Yes, I made sure the ice machine was on but still have no ice 2 days later. We proceed down to the pool have a swim it’s is completely coated with debris (leaves and tree branches) I fished a bunch out but still full of them. Then there are no towels poolside so I run up to the room to get a couple for the kids and we only have one. Go to the front desk and they could only allow me to take two more. We were excited to have the evening reception which was apparently cancelled because someone didn’t show up to organize it. Next morning I go to take a shower. No soap, shampoo etc of any. I could go on and on about almost every interaction trying to get some assistance, but no one is really interested in helping out their guests at this hotel. I would highly suggest picking a different hotel. Even for the price it simply is a poor choice. 1 out of 5 stars and that is being fair.

1st....we booked online and were quoted a price. No where during the online booking did it state there would be an incidental charge. The price that was quoted on line was not the price I was charged (not counting the incidental fee). I was told when I arrived at the property " the online booking did not charge me the proper tax therefore the total for the stay is higher." 2nd...My reservation was scheduled for 28 Dec 2020 thru 30 Dec 2020. I secured my reservation with a credit card online, but somehow I was charged on the night/ morning of 27/28 Dec 2020 the full incorrect amount of the stay. Now, this may be the IHG policy but we do a lot of traveling and we have never had a company charge us until we show up and physically check in. 3rd...After we checked in on the 28th Dec 2020 got the total charge for our stay settled and got settled in, went out to have a great meal, returned and went to sleep I was awakened by an alert from my Wells Fargo Propel AMEX at approximately 2 a.m. by a charge of $15,000 plus. YES, YOU ARE READING THAT CORRECTLY, Staybridge Suites charged us over $15,000 for our stay. Now, of course management was very, very cooperative and made sure all was settled and gave us a nice bonus for the inconvenience. The down side is our technology does a lot to protect our purchases against fraud and because of that my awesome Propel AMEX deemed the transaction to be fraud and cancelled my card. So, there I was, out of town with no credit card thanks to someone trying to bill us for a 4 month stay of $15,000 plus which was strange because we had already been charged the night before for the entire stay. So........was someone trying to double bill us?????? 4th...The room. Not bad to be honest. We had a queen suite. Nice kitchenette, nice size bathroom and tub/shower. The water was exceptionally hot! Downside was the complimentary soap that was left on the sink looked like a mouse had chewed it. The microwave definitely was not cleaned and the cabinet with the toaster.....well let's say no one cleans the toaster before they put it in the cabinets. The dishes in the dishwasher was used by someone who doesn't know how to use a dishwasher. There was nothing but caked up detergent inside and all the dishes were caked with residue from the detergent. Overall, I would say 3.5 stars but I am going with 3 because of all we encountered. My wife and I agree this is not going to deter us from using IHG properties. My wife and I are seeking a company to be loyal too so they will get another fair shot.

The GM Carolyn and her entire staff were exceptional. They took customer service to the highest level and I noticed that they were treating not only me, a struggling single mom with two small boys, but other guests with the greatest of care. I felt like I always had help when I needed an extra hand, and I would recommend this location to all of my friends! I asked for a room where I could get in and out of my car easily because my boys and my luggage are difficult, and I was placed in the perfect room with easy access. There were essential workers here during the height of the Covid 19 Pandemic, some of them staying for 6 months or more. We were all treated like family. I feel grateful for all of the help and kindness I felt here.

This is our 2nd year staying here. It's not too far from where we had to go.The breakfast is always good and I like the option of being able to cook a full meal in your room if you choose.The staff has been friendly and helpful both times we stayed. We are planning on staying again next year!!!

New and very well appointed, breakfast area clean and good variety of breakfast food. Staff very accommodating and friendly. Rooms are clean and comfortable. Conveniently located with easy access in and out! Will definitely use again.