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Business Profile

Hotels

Staybridge Suites Highlands Ranch

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We were booked at Staybridge Suites Jan 8, departing January 13, ****. We were driving to ****** from *****, ** and were caught in a Blizzard in *******, ** where we had to stay due to inclement weather and the roads had been closed. I notified Staybridge Jan 8 that we were caught in a Blizzard and might not make it. I was then transferred to reservations and I informed them of what happened. Reservations made a note of the situation. I then called back later that day and spoke to *****, he said he would check us in so it would not show as a no show. We were informed by locals in ******* that we could stay in the ******* **************** , along with probably 50 others. Later that evening, we were informed by First Responders that the roads were closed in both directions and we would not be able to leave until possibly the next morning. We did try to drive to ****** the next morning but it was too dangerous and we already passed two tractor trailer accidents. We had also been advised that there were 8 to 15 snow drifts. We turned around to head back to *****, ** and even then had to detour our route which we had been told was clear. Again, I called Staybridge and informed them of what happened. They informed me we would be shown as a no show. They also informed me it was non-refundable. I said I couldnt believe they would expect us to drive through those conditions to get to Staybridge!Im out $179.21 in cash and ****** American Airlines points. American wont reinstate our points unless Staybridge refunds us!

  • Initial Complaint

    Date:10/25/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, My name is ***********************. My wife and I experienced a water loss at the beginning of this year. Our renter's insurance directed us to a third party called *************, who organized our living situation following the incident. They placed us at an extended stay called Staybridge Suites, located at ********************************************************************. According to ************* and ******************* our stay with this establishment was covered entirely. We should not have been charged; however, due to billing issues between Staybridge Suites and *************, our checking account is now missing $2,263.29. On March 28, 2022, Staybridge mistakenly credited our account this amount, which was deducted from our account the same day. We assumed an honest mistake had taken place and we didn't think twice, but on April 14, 2022, the $2,263.29 was deducted from our account and was never returned. We have gone through h*** and back by confronting Lemonade, *************, and Staybridge Suites. Lemonade and ************* proved that all of their billing with Staybridge Suites was squared away and that they could only suggest we consult with Staybridge directly since they evidently double charged. The Staybridge Suites' General Manager, ****, is very inconsistent with his responses to our questions, and he claims that the $2,263.29 was reimbursed on the same day it was taken out. He fabricates invoices to facilitate his claims and has made it very clear that he is no longer interested in investigating our case. He expresses anxiousness and frustration when I reach out to him by phone, and today, he even hung up on me! To say the least, this guy is "shady." We are filing this complaint with hope that we will be returned the large sum of money that is rightfully ours.

Staybridge Suites Highlands Ranch is NOT a BBB Accredited Business.

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