Staybridge Suites Milwaukee Airport South by IHG

Nothing

The Breakfast was Ok. The location as good.

Very Poor Management. The manager Vee seemed to have used the “bait and switch” tactic rather than honor our in-person reservation made with a credit card that we presented over a month in advance of the stay. I asked her directly to please call me in advance if the roll-in shower room 127 somehow became unavailable to us, so that I could make other arrangements for my 91-year-old mother in a wheelchair and my sister for a one-night stay. She reviewed my reservation that was marked as a comm access bath (easy access walk in shower) and agreed the room was reserved for us and that she would contact me if anything changed. We had a very pleasant conversation, but I made my expectation clear when I said, “No surprises.” At check-in, the manager was not there, but she left instructions for the front desk attendant to put my mother and sister on the top floor (5th floor) in a room with a regular bathtub. We did not agree with this change and asked the attendant what happened to our reservation and expressed our safety concern of how a wheelchair person can get off the 5 th floor in an emergency when elevators are not to be used. My mom could not enjoy the room and could not take her shower or bathe with the regular tub. This change caused my family unnecessary stress at a time that we were trying to enjoy ourselves because this was Thanksgiving weekend, and our mom was looking forward to a nice hotel stay. Vee failed to honor my reservation, and she failed to call me like she promised. We absolutely would have stayed somewhere else if the room was not guaranteed. Following up with her the next day when she was back at work, Vee failed to listen to our complaint. She said she met ADA compliance because she assigned my mom to an ADA room, but it definitely was not for a wheelchair bound person. She was ruthless and mean-hearted when she bragged about having 30 years' experience in the business. She ignored the comm access bath label that was still on the reservation. She denied details of our conversation and demonstrated no customer friendly service to our family at all. I contacted several organizations, The City of Franklin and the IHG Corporate office with my complaint. None of them agreed with her actions & attitude. Rather, they apologized to me and offered options for my next steps. IHG customer service said this was a very serious matter. They offered apologies and points, but my mom just wants her funds back. Now, I have filed a credit card claim with our bank concerning this matter since we were charged for a room we did not purchase, expect, or want. To future guests looking for a place to stay, be aware that the manager may not honor your reservation and that her unprofessional attitude may cause you extra stress and actions on your part. Risky. Not recommended.

Located near airport

Beautifully decorated
Good value perfect for our family

Pool not working day of and shuttle not working so points off for both but room was good. Breakfast pretty yuck too!

Perfect

Everything was great, from room, location, service.

Everything was great from room, location, service.
The hotel is in excellent condition

The hotel is great, condition, amenities, location, service. Everything was great!