Staybridge Suites Philadelphia-Mt. Laurel, an IHG Hotel

Apr 11th, 2024

Had a lovely experience
Apr 6th, 2024

Apr 4th, 2024

I have never slept in a hotel like staybridge ,with so many things to do, great prices, will be back. Rooms: Very big rooms, great design Food & drinks: Great food
Mar 1st, 2024

My sister, niece and I drove 5 hours from the Syracuse, NY area to check into a total of 3 rooms at Staybridge Suites. The purpose of our travel was to enjoy the Monster Mania convention in Cherry Hill, NJ. Upon arriving at the hotel, we were received by your Front Desk Attendant, Lida (?). After informing us of a $250 per room security deposit that is not mentioned on IHG's website, I questioned Lida about this. Lida proceeded to hand me a notice from your desk counter that was framed in clear plastic. I explained, again, that IHG's website does not advise of the $250 security deposit. Lida said that I wasn't advised because I booked through a third-party website. I corrected Lida as I booked directly through IHG. This is approximately the time that Lida told me that my card had been declined. Knowing that I had spoken with my Credit Union to post a travel notification to my account, I logged into my online banking app. I showed Lida that IHG had received the $405.89. Lida argued with me that her system showed "$0.00" and that she would "show me a picture" of it. After several minutes of going back-and-forth, I asked Lida to contact IHG Corporate for assistance in determining and correcting the issue with the transaction. Lida advised that she did not have the phone number to IHG Corporate. I quickly performed an internet search and offered it to her but she declined, stating that she is unable to contact IHG Corporate. I then asked Lida to contact the hotel manager as I was not going to pay twice for my room. Lida suggested that I wait until the morning as this is when the manager would be in. I then demanded Lida to contact the hotel manager. Lida said she sent a text message. I waited several minutes and there was no response from the hotel manager. Next, I advised Lida that I would be going outside to call IHG Corporate myself. After speaking to two different representatives, I learned that IHG Corporate could not fix the transaction issue. I then advised that I would contact the New Jersey State Trooper's as Lida and your hotel stole $405.89 from me. The IHG Corporate representative said that he would contact Lida to try to correct and resolve the situation. I received a follow up call from this same gentleman advising that there was no resolution. I then walked back into the hotel, collected our luggage, and left. The entire event lasted for approximately 1 hour. During this time frame, I was appalled by Lida's lack of customer service and basic human empathy, and her inability to correct her systems issue.
Mar 10th, 2024