STAYBRIDGE SUITES CLEVELAND MAYFIELD HTS BEACHWD

Room: #155 Date of Stay: July 31 IHG Loyalty Status: 10-Year Member IHG Complaint Reference: 10600643743 As a loyal IHG member of over 10 years, I expect a baseline of comfort, accountability, and basic hospitality when I check into a property. Unfortunately, my experience at the Staybridge Suites in Mayfield, OH on July 31 was an absolute disaster from start to finish—highlighting a complete breakdown in management, staff training, and basic guest care. We arrived late, checking in around 10:30 PM and getting into room #155 by 10:45 PM. Walking in, the room was stifling. The AC unit displayed 73°F, so I dropped it to 66°F. It refused to cool. By 12:30 AM, it had barely crawled down to 72°F, finally reaching 68°F by morning only because it took hours to sluggishly catch up. When I went to the front desk to get help, the response from the staff was nothing short of horrifying. I was told the hotel was fully booked, they had zero fans to offer, and there was "no solution" for the problem. In other words, as a paying guest, I was expected to sweat through a miserable night. When I asked about a late checkout due to our late arrival and the ruined night's sleep, the night desk agent told me I could stay until 12:00 PM, but advised me to check back at 10:00 AM for a possible extension. To make matters worse, stepping into the bathroom yielded another unpleasant shock: the soap and body wash dispensers were completely empty. I couldn't even take a proper shower upon arrival or before heading out. When I went to the front desk about the empty soap, I was told I needed to "find some of the service guys" myself—as if hunting down housekeeping is the job of a paying hotel guest. When I finally tracked down a service staff member, she simply pointed me right back to the front desk. By morning, the staff's internal communication proved to be entirely dysfunctional. The morning front desk agent gave me an attitude over the missing body wash issue and abruptly contradicted the night staff, telling me I had to check out by 11:00 AM sharp. Let's be clear: this isn't just a frontline employee problem; it is a fundamental failure of management. When hotel staff are untrained, unsupported, and completely unequipped to handle basic guest needs, it creates a hostile, frustrating environment for everyone. If management fostered a proper, supportive workplace, staff would actually be trained to care for guests. Instead, you are met with a revolving door of poor communication and zero accountability. With an active IHG complaint registered (#10600643743), I expect a brand of this size to take serious corrective action. Treating a 10-year loyal member with this level of apathy is entirely unacceptable, and this property needs a complete overhaul of its management and operational standards.

A Comfortable and Welcoming Stay I enjoyed my stay at Staybridge Suites Cleveland Mayfield Heights Beachwood. The atmosphere was comfortable, the staff was kind and helpful, and the property felt like a pleasant place to settle in and relax. I come here for my birthday each year, and I plan to continue doing so as long as the experience remains this enjoyable. The property seems to get better every year, and I appreciate the effort being made. There is always a little room for improvement, which is why I’m giving four stars, but that does not take away from how much I like this place. Overall, I had a positive experience and would gladly stay here again. It is a solid choice for anyone looking for a comfortable stay in the area.

The place is about to undergo a rehab so set your expectations accordingly. Our stay was over 3 mos. The floors were stained and the couch required that we buy a cover (it also had no cushions). One of the lamp was broken. The floor randomly appeared wet, and the worst stench ever was emanating out of one of the closets which later we learned was due to a back flow pipe and we were smelling fecal stench. Our toilet overflowed as well on one occasion. The dishes were not all there and there are no ovens other than a microwave. It’s a place that needs a rehab so take it for what it is? We did. We put up with it because it was temporary and then, we went away for over a week and came back to discover that they made an arbitrary decision to give up our room to a new guest while still receiving the funds for our stay via our insurance company. They were not apologetic but defensive when asked why they gave it away - they said it was “too clean” (we cleaned our own room as we would at home) and they assumed we left???? Sounds weird but that’s what happened. I don’t know what else to say here other than, this is all fact and maybe it will be different for you? I don’t know. It’s your choice to make.