Staybridge Suites Mpls-Maple Grove/Arbor Lakes, an IHG Hotel

Rachel Slaybaugh _{on Google}

Apr 2nd, 2024

We had a great stay! Room was very clean when we got there and the front desk staff were welcoming and friendly. I would definitely stay again

Ajah Enjole _{on Google}

Mar 2nd, 2024

Charged my credit card a cleaning fee, and LIED & said that room was brand new, but it was toys & dog hair on the couch prior to us staying in the room

Miranda Ahlers _{on Google}

Feb 16th, 2024

Great place. Elevator broke, but we made do. Nicely updated room with lots of space.

Jerry Yang _{on Google}

Mar 14th, 2024

Absolutely the worst customer service I've ever experienced. I called and spoke with a front desk rep and had a unique question about my stay but she didn't know the answer and told me she would have the manager call me back. She never did! I called back after several hours and reached a manager and explained my situation to him. He acted like he understood my question and told me they had plenty of the rooms I needed and everything was fine. I booked the room as stated via anniversary night and got a call back immediately. They wanted me to cancel my reservation and pay cash they said there was a misunderstanding (not my fault) I explained it thoroughly. The GM was put on the line and again I had to explain myself a third time. The GM Kim Olson told me that the staff is new and they don't know how to do their jobs and that there's nothing they can do because there are no rooms available!!! Online shows the rooms available and the manager told me that they had plenty available. I told her that she flat out lied to my face and that I was reporting her and then she tried to pretend I was escalating the conversation because she knows IHG will probably listen to the recorded conversation so she tried to play victim. All in all lastly I said it's ok , I don't want to bring my family to a place where we aren't welcomed. Kim Olson should be ashamed of herself!!
Ps. I booked a room there in the past and they had no problem accommodating to my request. But Kim Olson
ruined it for this location and I will never return there again.
Pss. They have a ton of people who actually live on site with there care takers and are everywhere in the hotel and outside just wandering around. Just FYI.
Reply- Upgrades are complimentary based on availability and status which I'm a platinum member. I called in to see if there were rooms available and if it was possible to use my anniversary night to book the room and was told "There are plenty of rooms available" go ahead and book it. I was polite and made sure to explain my situation thoroughly. You made it a problem when you brought up that you would be losing money because ihg would only reimburse you for a standard room and you got greedy. Once you realized you were in the wrong and admitted that your staff didn't understand my request, instead of being considerate you chose to pretend that no rooms are available for a Thursday night when plenty of rooms were available. Again room upgrades are based on availability/status which I called in to see if this was a possibility and was a victim of bait and switch.