Staybridge Suites Lansing-Okemos by IHG

Reviews

• LL

  Lucedio

  5 days ago
  1.0
  They didnt have hot water and the service was trash they were rude too me and everything. I don't recommend this place it went down hill since the last time I been here.
• JS

  Jimmy Schooler

  6 days ago
  1.0
  Customer service is incredibly important, and unfortunately, this place falls short in that area. My experience with Leah at the front desk was very disappointing. As the first point of contact for customers, her attitude sets the tone — and it wasn’t welcoming. After waiting at the desk for about 10 minutes, I found her sitting and chatting. When she eventually assisted me, she came across as dismissive and irritated, as though helping was an inconvenience. A front desk representative should make customers feel acknowledged and supported, not uncomfortable about asking for assistance. I hope management takes this feedback seriously and works to improve the overall customer experience and maybe makes some adjustments of moving Leah from the first face you see when entering the property.
• TS

  Tiffany Selmarie

  Feb 23, 2026
  1.0
  We arrived at Staybridge Suites Lansing-Okemos on Sunday evening and quickly discovered our room had absolutely no hot water — not even lukewarm, completely ice cold. We were exhausted from traveling with our children, so we decided to address it first thing in the morning. The next morning, the front desk associate informed me that several rooms were experiencing the same issue and that maintenance would be onsite shortly. She was polite, wrote down our room number with the others affected, and I appreciated her professionalism. We were patient and understanding. Hours passed with no update. When we called, we were told the maintenance technician would not be coming that day but would arrive the following day. Again, we remained patient. Later that same day, the situation worsened — there was NO water at all. Not in the kitchen, bathroom sink, or shower. Shortly after, we were notified that a pipe had burst and they were working to fix it. We continued to be understanding, as things happen. Eventually, the water came back on. We were asked to test the sinks and shower, which we did. Believing the issue was resolved, I even stopped by the front desk to extend our stay since our home bathrooms are currently being remodeled and we have a small baby we didn’t want exposed to construction dust. Leah assisted with the extension and initially seemed helpful. However, when we returned to shower that evening — still no hot water. I let the sinks and shower run for over 10 minutes. Nothing. I called Leah, apologized for calling again, and explained the hot water still wasn’t working. She told me to wait another hour and call back if it wasn’t fixed. After waiting well over an hour with no change, I called again. That is when the experience became completely unacceptable. Leah responded with, “What do you want me to do about it? There’s nothing we can do about it right now.” I asked if maintenance was still onsite — there was a long pause. She then said we had two options: check out or move to the other end of the hotel. When I asked if she could verify whether those rooms actually had hot water, she said “No, have a great night,” and hung up on me. I genuinely thought the call disconnected and tried calling back. She eventually answered, clearly irritated. When I asked if she had meant to hang up on me, she responded that she had already told me to “have a great night” and hung up again. When my husband called requesting to speak to management, she said we could “deal with it tomorrow” and hung up. When I asked if a manager could contact us that evening, she told us if we did not “stop harassing her,” she would have us removed from the property. At that point, at 10 PM, we packed up our children and checked out. We have been loyal InterContinental Hotels Group customers for many years and have stayed at many properties. We have never been treated with such dismissiveness and hostility. We were patient for over 24 hours without hot water, understanding about the pipe issue, and simply wanted to shower and care for our children. Maintenance issues can happen. Being treated disrespectfully and threatened after showing nothing but patience is unacceptable. Extremely disappointing experience.
• CS

  Chris Selover

  Feb 23, 2026
  1.0
  Avoid this hotel: No hot water and appalling service. Our stay was incredibly disappointing. We checked in only to find the room had no hot water. When we called the front desk to ask for an update on repairs, the staff member was extremely unprofessional and hung up the phone on us. Between the lack of basic amenities and the disrespectful customer service, I cannot recommend this place. Save your money and stay elsewhere.
• JM

  Jonath Millan

  Feb 23, 2026
  2.0
  This was my go to hotel while in town for work, but maintenance and service has become terrible. I was on a month long stay, working nights, sleeping during the day. 1. The thermostat was set to 70F. Woke up twice to the heat running, and the room at 80F. Let them know when I'd be away for a day for Maintenance to come fix it. Came back to the room at 95F, and couldn't even turn off the heat now. 2. Front desk could only suggest cracking a window open. Which is all you could do, as it was blocked from opening further. How much do you crack a window to get a comfortable temp when it's 0F outside? Thankfully I carry tools for work, and temporarily resolved the issue myself. 3. Find a "fixed it" note on the door, and a message saying they checked it 3 times and the temp was good. The thermostat was off the wall, HVAC off. My space heater was what was keeping the "temp good". 4. Another room was going to be available later, which front desk kindly called me around noon (while I'm asleep). I left the phone with them and declined changing rooms in what's the middle of the night for me. 5. New room was fine for a bit, then woke up to a thumping sound coming from the ceiling (I'm on the top floor). Sounded like a bearing on a motor going bad. It drowned out my white noise fan, and was rattling the light fixture outside the room. I slept on the very uncomfortable pullout bed, better than that noise. 6. Went to have a shower after my shift. No hot water. Front desk could only suggest waiting 10-15 minutes, "sometimes it runs out". This is a hotel, not your in-laws, they should not be running out of hot water. They could only offer moving me to a downgraded room, which I thankfully declined, because 7. Woke up to no water. Wasn't just my room, but the whole hotel. I thought next I'd likely lose power to the room, but that already happened for a few hours while I was at work. Spoke to the manager twice about the HVAC issue and water, and only got "we can give you some points"... I've stayed years worth in hotels and Air BnB. This was top 3 worst experiences. Giving it a two as the beds are comfy, not the worst sound proofing between units, and reasonably clean.

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