Staybridge Suites Dearborn Mi, Dearborn

Staybridge Suites Dearborn Mi Guest Reviews

Overall Average Score:

Good (3.55 out of 5)

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Disappointing

Superb

Liked: beautiful and great breakfast
Disliked: pool was extremely cold

Poor

Liked: Location
Disliked: Family above me had kids playing all weekend running up and jumping in the room above me

Bad

Disliked: Terrible Experience – Room Not Honored, Rude Staff, No RefundI had an awful experience at this Staybridge . I reserved a specific room weeks in advance, but when I arrived, they didn't have the room available because the hotel had overbooked. Instead of making things right, they still charged me for the stay, even though I didn’t get the room I reserved. When I asked for a refund, they refused to give me my money back. To make matters worse, the front desk staff was extremely rude and unhelpful. The person I spoke with had a terrible attitude and clearly had no interest in resolving the situation. It was one of the worst customer service experiences I've ever had at any hotel stay and I have traveled all over the world. The whole exchange with this person was terrible. I ended up having to scramble at the last minute and get a hotel in another location. It was incredibly stressful because I was traveling with my elderly parents and they became very upset with the whole situation. Thankfully, I had booked this stay through Booking.com and their customer service was incredible and they were able to help me. It took about a month but I was eventually able to get a refund with much back and forth and lots of documentation. The situation was not Booking.com fault and they were incredibly helpful in assisting me.

I had a lovely stay

Liked: I liked that the fridge had its own icemaker and the staff cleaned the room daily.

Waste. Of. Money.

Liked: How easy it was to book.
Disliked: I had to cancel and I’m well aware of the 48 hour rule to cancel. I submitted the cancellation request, and was told that the booking manager had not made it in and to call back later. I called later, and was advised there was no payment taken and it was waived. Then I got an email stating my card was ran. My issue is the miscommunication and the assurance I wouldn’t be charged. But then I was with no heads up no nothing. I know the payment stands but to come off as if I won’t be charged and then hit out of nowhere is unprofessional.