Staybridge Suites Auburn Hills by IHG

Reviews

• SC

  Sarah Clifford

  1 day ago
  2.0
  We stayed at Staybridge Suites Auburn Hills while our high school teams were in town for a state tournament. Initially, everything seemed perfectly fine, but as our stay progressed, several concerning issues arose that would make me hesitant to book this property again on my own. On our first night, it was late and we were settling in and arranging sleeping accommodations for our family. When my oldest daughter attempted to pull out the sofa bed, she mentioned that it didn’t look very clean and decided to just sleep on the couch as-is. As we pushed the pull-out bed back in, a used condom fell onto the floor. That was an incredibly uncomfortable and inappropriate situation to navigate with my 12-year-old, while my 15-year-old looked on in complete disgust. This incident immediately caused us to question the overall cleanliness of the room. Because it was late and we had an early morning ahead of us, we chose to address it the following day. The next morning, we went down for breakfast quite early before heading to the tournament. My youngest child noticed mold on several bagels and pieces of bread. Seeing that in the breakfast area further compounded our concerns about sanitation and quality control. When we returned later that day, I informed the front desk associate about both issues. He appeared genuinely mortified, especially regarding what we found in the room, and said he would speak with housekeeping and arrange for a deeper cleaning. However, by that point, it didn’t benefit us; it would only help future guests. There was no further follow-up, apology beyond the initial reaction, or effort made to remedy the situation for our family. We also attempted to use the pool during our stay and discovered that room keys do not grant access. After walking down to the pool area, we had to return to the front desk, assuming our key wasn’t working. We were then told that a staff member must personally unlock the pool area for guests. This policy seems extremely inconvenient. If someone needs to step out, even just to use the restroom, which is located outside the locked pool area they would have to return to the main desk to be let back in. It made what should have been a simple, relaxing amenity unnecessarily complicated. Overall, while the location was convenient for the tournament, the cleanliness concerns and lack of meaningful resolution left us disappointed. Unfortunately, these experiences would make us think twice before booking here again.
• SW

  Sarah Winter

  Feb 4, 2026
  1.0
  Definitely not a 5 start hotel! when we checked in they didn’t have the right room. we needed a different one. After fighting with them and them saying they only have studios and no suites. they gave us the room we booked eventually. Minus the tub. We adjusted. Both remotes didn’t work. They sent someone up to fix it and said yeah it doesn’t work I’ll send someone else. They never did. We went to get dinner down stairs and we asked for a high chair for my son and the guy at the front desk said they didn’t have any. A kitchen lady (who is the sweetest person) found us one. They also are suppose to be high quality and they only have paper plates and forks. Then at night the temp dropped to 55-60 degrees (thought it was the energy saving keycard crap that shuts off with no movement) didn’t change when we got back and waited after breakfast. So we called and they send someone up hours later after we called multiple times. Same thing. Said oh it is cold I’ll call my GM. Didn’t hear back for 3 hours (maybe longer it was 60 degrees in the room (their temperature gauge is wrong also) and on top of me having a less than 2 year old) and then they said they would switch the rooms but had to wait till 4 till it was cleaned. I said no it is way too cold in this room. They got it done way sooner than that thankfully. When I was flipping sheets to see if there was any of my clothes. the mattress topper was dirty! So we Packed everything up and got the new room. Remotes didn’t work again. Microwave didn’t work. I put my son down for a nap and unpacked stuff . My husband made a formal complaint about everything because they had no sympathy and very rude and said we were just out trying to get free nights. she called the room and said you guys need to get out. I tried talking to her to explain the issue and she kept yelling over me so I said please let me finish and she hung up on me. I’ll admit I was yelling too. My husband also seen the GM park in a handicap spot. Then when we finally left I fell and twisted my ankle in the unplowed unsalted parking lot. We got a new room at a different hotel and couldn’t be happier with it. We travel a lot and for weeks at a time for my husbands job so finding a new hotel for a few weeks and our accommodation for son and dog was very difficult especially late in the afternoon. having to pack everything multiple times that day, watching my toddler and moving my elderly dog was very stressful. They reimbursed the whole stay eventually after multiple calls later. Also there is a sign that says no more than 3 people per room or there will be a $300 charge per extra person. The sign up front also says you arnt allowed to put garbage outside the door or pile towels/ clothes in your room. Yet don’t supply you with laundry bags/ baskets etc. atleast not in all rooms. you have to take it all downstairs to front desk. **update they DID NOT refund us for the one night we stayed suffering in the cold
• SJ

  San Jaw

  Nov 10, 2025
  5.0
  I had a wonderful stay at this hotel. The staff were attentive, the rooms were spotless, and the food was excellent. A special thanks to Mrs.Amy the General Manager, for her professionalism and dedication to guest satisfaction. I highly recommend this hotel and look forward to returning soon!
• BJ

  Brittney Johnson

  Nov 5, 2025
  1.0
  I’ve had the opportunity to sit back and ponder the many chain of events that occurred on 10/30/2025. I would start by saying I have been an IHG rewards member since late 2017 and I tried not to allow that first poor experience in November 2017 leave a bad taste in my mouth for the entire IHG chain. My best friend was getting married on Halloween 2025 and she decided since the Staybridge Suites was near her wedding venue that it would be the most accommodating. I agreed with her and booked a 2-night stay (10/30-11/1/2025). The morning of 10/30 I am on the phone with the bride as we were going over finalizations at the actual wedding venue and a call came in from management of Staybridge Suites (Amy to be exact) I can over hear Amy stating that the bride needs to move faster and she will not wait on her to unlock her credit card as it declined on the date of arrival due to her keeping her cards locked. The bride asked for Amy to hold and this so called General manager had a nasty tone and attitude that the card was not working. The bride stated to Amy “ for some reason you called already annoyed and you are taking your frustrations out on me.” Amy yelled back “ I am canceling your entire wedding block” and hung up. I immediately called corporate to discuss what went on. They stated they seen my reservation had been cancelled but there was no notes as to why. They said they will get right on it and call the GM on 3-way. They placed me on hold to call Amy and she would not allow them to place her on a 3-way call. She told corporate that she was over it and Corporate came back to the line and said the GM made the decision to cancel and we can book with the other IHG property that sits right in front of the Staybridge Suites. They told me it was not the card of the bride that was declining but another member who booked under the block was not able to be processed that morning. Of course that raised a red flag when I asked why are you charging a card before the check in time. Anything can happen to a guest prior to arrival or they may want to switch forms of payment. Corporate responded with sometimes its standard procedure. I brought up the fact that everyone is now displaced for a wedding that is occurring in 24 hours and they reported it is all in the GMs hands. I hung up from corporate and called Amy directly. She was loud, degrading, and said look we’ve already talked. I announced this is my first time speaking with you as I am not the bride but someone that was affected by the cancellation of the bridal block and her immediate response was it is out of her hands it is corporate’s decision and we will need to book elsewhere. I told Amy I spoke with corporate and she cancelled the block based on the wrong card number she was running. She did not want to talk at all and wanted me to book at another suite. Amy forgot to hang up the phone and I heard her state the other hotel has more space to fit us. If you felt you did not have enough room to accommodate us, why would take the reservation from the beginning. We’ve been planning this for months. I have never in life experienced so much unprofessionalism. I will never stay at another IHG property. Nor will I ever recommend this place to my family and friends.
• CC

  Charnee Smith (Char)

  Nov 5, 2025
  1.0
  Hello and I would love to address the fact that Amy THE GM was absolutely rude and disrespectful! RUINED MY WEDDING EXPERIENCE I booked with this hotel back in Feb of 2025. I called and initially spoke with Kim S and Amy. Amy spoke and said she was excited to be there and was going to decorate the hotel for my fiancé and I. I was so excited and was happy at first with the conversation we had. However as the months came along and the communication with the GM happened, things became more difficult. I had guest that was set up in the room slots and we had the rooms booked. Now as far as my guest, I dont know how and what they booked. I don’t involve myself in my guest and their personal business. I also was planning a wedding and had no time to be in their personal business. SO I did have people who called and decided to book their hotel somewhere else. AMY was the one who answered the phones and apparently was also the one to cancel the hotel. When my first guests called to cancel, I was expressed from them that she was rude and very mean. She had an attitude with them and canceled. Same with another guest who canceled their hotel as well. The guest did call back and ask for their room and was told they would no longer receive the discount. Which they’re were not upset about, but Amy had a problem. This past Thursday, the day before my wedding, Amy decided to call me regarding my card declining. One I was going through some things that day and was upset and crying. Two I locked my credit card and usually dont use my card unless its for emergency reasons. Amy decided to yell at me and call me irresponsible. Also when I spoke to her regarding her temper with my guest, she decided to blame them and myself for everything. She also decided to cancel my room block after yelling at me for not giving her my credit card information and not unlocking my card. Now I am not calling myself innocent. I did yell back at her and got nasty with her, but she was just GOD AWFUL and was nasty to us. Now the topper on top of the cake is that she wanted those rooms booked for other reasons and managed to get the rooms booked right after. I was hurt very much about her actions and they way she went about things. I literally would never book with them again. I also would like to mention I was never contacted by Kim The director and never addressed properly regarding this situation. I do wish that this didnt leave a negative impression on my family and friends and I hope that Amy seeks the right management training she desperately needs.

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