Staybridge Suites Amarillo - Western Crossing

From the point of arrival to check out the experience was good. In check in the process was quick and slick. Lovely chat with the desk staff and a recommendation for supper. I was allowed to park my motorcycle in the lobby, which was very generous of the staff. The room was HUGE, clean and with all the comforts to be expected. Breakfast was quiet, simple and quick. What a great, good value experience and thank you.

Staybridge Suites is becoming one of my favorite road trip hotels. A kitchenette and dishwasher, free laundry facilities, complimentary breakfast (could have been better) and dinners (select evenings). Rooms are spacious and clean with comfortable beds. Wired and wireless internet. King size pillows for the Kings sized bed. Staff is friendly. The cook here made a very nice dinner. There are updates needed as some furniture/doors/etc are chipped and worn.

This place was pleasing to the naked eye but up close the pillow case had smudges of dirt and there were ants crawling over the marble counter top in the kitchenette which had black flecks that made us unaware until we sat there talking over our next stop on our PCS trip to Fort Hood, TX. We stood still long enough to realize some of the black flecks on the marble countertop were moving rather fast. On top of that the whole room had a pissy smell to it. Look, we got there at 5am tired and red eye’d. We were promised a late check out because we checked in late by the lady from the shift before this guy came on by the time we reached, (on time because we called once we were a couple hours away mind you) However, once we made it there the guy at the counter said even with the late check in the most he could promise us was until 12noon to check out. This is not our first stay at a StayBridge Suite but it is the one and only worst.

This hotel was as expected of Staybridge suites, clean, new, efficient staff, and good amenities. The pool was however really hot and the most chlorine I had been in for some time. The breakfast was a bit odd, plastic plates and silverware is so wasteful when we are all trying to reduce environmental impact, the fruit and bacon ran out early and the eggs had all the flavour removed.

I am a loyal IHG customer and have had spire elite status for YEARS. Without a doubt, staying at the Staybridge Suites in Amarillo was the worst IHG experience I've ever had. Problem 1: There was only one person working the front desk which resulted in a long line for check-in. The lines at the front desk remained throughout our four night stay. If there wasn't a line, the staff was nowhere to be found. Problem 2: The elevator overheated every afternoon and we had to take the stairs. While I am young enough to take the stairs, there were elderly guests who had great difficulty navigating the stairs. The outage was NOT a one time event...it happened at least three of the nights we were there. When the elevators would over heat, they would open up the utility room to let the equipment air out...which lasted well into the nighttime hours. Problem 3: ANTS. Our room was infested with sugar ants.

You likes ants, other peoples used hair gel and unflushed toilets. When you walk in the lobby looks nice and clean, but upon arriving in our first room it looked like housekeeping hadn’t done a thorough job of cleaning it. There was used hair gel from the previous guest on the counter and toilet paper sitting in the toilet. We requested to move rooms, the second room at least seemed cleaner. The grout in the bathroom tiles needed a good cleaning. When we woke up the next morning, the kitchen counter was covered in ants. When we checked out at the front desk and informed them of the ants, they told us we were already the second guest that morning to complain of ants in their room. Overall the hotel was very loud, good thing it appeared we didn’t have a next door neighbor, otherwise we may have been able to hear their tv and phone conversations. We booked this hotel, because we have always had great stays at Other Staybridge Suites, but this one definitely was not up to par.

Our Daughter’s track team was in Amarillo for the weekend. We decided to stay at Staybridge Hotel for the two nights. So, the clerk was nice and polite. She accommodated us with the rates we were quoted and re-printed the contract. However, We were never greeted as IIHG members nor where we told that we had to request towels and room cleaning for the next day. So the next day we waited and no one came . We left and returned to find the old towels still in the room and no new towels. We called the front desk and were told we could come down and get towels. We were like where is the customer service. When my husband went down he asked about room cleaning. He was told they don’t offer service on weekends to guest staying over and that is in their policy. Before check out I found a comment card in the room. When we arrived to the counter I asked the clerk about the policy and he stated the same thing as the previous night clerk. His demeanor told me if I left the comment card , nothing would get done. So , I contacted iHG to file a formal complaint. I was told that they would address my issues and tell the General Manager that disclosure for non extended stay customers should be re-coached to the staff. Also, The staff should offer better customer service. Again, They would advise and document. I did ask how they planned to compensate us for the service we received. I guess they IHG checked my account to see if I normally call and complain. After waiting 7 to 8 minutes, the lady came back to the phone and offered points. I said thank you and she informed me that they will address the issue with the property and that I have been a member since 2011 with no complaints. I said I pay my way and I felt the need to address their disclosure policy and the customer service of their staff. I thought that was the end. Yesterday, I received a call from the General Manager and she was rude and insinuated that I just wanted free points. I stopped her and told her how long I have been a member with no complaints. I also informed her of the issues she should address. However, She is the biggest issue the staff follow the leader..... I would not recommend Staybridge take your money else where

We came in tired after driving most of the day. We were in need of some TLC and we got it from the moment we walked in. The room was exceptionally clean and fresh smelling. No musty odors at all. The carpeting was clean and not matted down and the linens and towels were clean, fluffy and plentiful. Breakfast was above average. We were also able to ask for and got a NO PET room due to a highly sensitive pet dander allergy. THANK YOU!

Found this hotel around midnight on Feb. 24, 2019 after driving 850 miles for the day. Needed a pet friendly hotel and some serious sleep. Made reservations thru IGH on the phone and weren’t told about the $50.00 a night per fee (disappointed to say the least as that was 1/2 the price of the room ) I would have given 5 stars if not for this as it’s a beautiful hotel and the rooms were top notch. Would stay again but not with our pet.