Staybridge Suites Plano Frisco

AMAZING FRONT DESK, BREAKFAST AND ENGINEERING STAFF
CHECKED IN TO DIRTY ROOMS | The bed was «made,» but sheets looked «used.» Carpet and tile dirty with crushed food throughout living and kitchen. 2^nd room bed skirt had oil stains on all three visible sides, sofa had crumbs and on one corner a pile of crumbs; kitchen counter was sticky from food. 3^rd room, asked the front desk to inspect it before giving the key. They did, but when I went in, the kitchen counter had greasy food residue and the carpet and tile was dusty and had food crumbs.
MANAGER IGNORES ME | Next day, asked for manager but managers don’t work weekends. Asked for manager or owner to call me. By 2, no call; called back and they said that but no manager would call me since managers don’t work weekends.
GETS WORSE | Again asked for a call from manager or owner. Received call from Gabriel; he said «UNFORTUNATELY» (Gabriel’s favorite word) he preferred to wait until Monday to speak face to face. I explained frustration; he said he wasn’t ignoring me but «unfortunately» it was better for him to wait until Monday morning.
PAYING 2X THE PRICE | Hotel charged ~$ 1000 on card even though I paid in full with cash.
NO HOUSEKEEPING ZONE | Multiple requests for light touch housekeeping Sunday through Friday with full service on Saturday’s. First 2 weeks sheets never changed, tile not mopped, and carpet not vacuumed. 1^st and 2^nd Sunday housekeeping didn’t come at all. Multiple requests and discussions with managers — rarely had light touch on Sundays.
GUIDE TO LAZY | It’s hard to figure out what the housekeeping staff does besides make beds and place clean towels. Are they supposed to vacuum carpets in room, hallways and common areas… I saw the same debris day after day — in my room, in front of elevators and in the corridors. Don’t hotels with tile (kitchen and bathroom) usually mop floors once a week… it doesn’t seem like they people do because the floors in my room were always dusty– even on «full service» day. I’m not even convinced that sheets were changed once a week. Dust on all surfaces piled up, and as far as I could tell, no dusting either. About a week into stay I noticed that someone sprayed waxy cleaner all over the bedside lamp… but they never cleaned it off, and they didn’t dust the bedside table. When they DO vacuum, they use a weak, low-​end Hoover, not an industrial or commercial style vacuum, and they never move the ottomans, so debris builds up and gets ground in to all the carpets. I did catch a random act of cleaning at the breakfast buffet. One morning, breakfast in full-​swing, a housekeeper was cleaning the sneeze shield (the glass «roof» over the buffet) — with all the food spread out in serving bowls and serving utensils clearly nearby, she was spraying the same waxy cleaner I’d seen used on tile floors — right onto the glass and all over the food!
THEY DON’T WORK HERE | My friend’s daughter got sick when she came to visit me; she vomited on the carpet and I tried hard to clean it up quickly and thoroughly. I notified the front desk, and they provided a vacuum cleaner (yup, the funky junky one mentioned above). I asked them to have housekeeping shampoo the carpet the next morning. The kid also soiled the sheets and blanket when she became ill, so the next morning, I notified the front desk that all linens needed to be changed, that I had stripped the bed and rolled up all and piled it just inside the room door. Since it was Saturday, there was to be full service housekeeping anyway. They never actually «cleaned» the carpet –they vacuumed over the baking soda I sprinkled everywhere to soak up the odor and dampness.
DON’T CALL ME | The next day, Sunday, I apologized to the front desk for holding up housekeeping’s schedule, and asked that they let the crew know the room was available for light touch. When I returned late in the day/​early evening another no-​show. I called front desk; they said they would ask housekeeping to come up. A few minutes later front desk called back — the rep apologized and said that housekeeping said that since they had done full service on Saturday they refused to do light touch on Sunday. The front desk rep offered to make the bed and change the dirty towels — I declined her kind offer, and said I would talk the manager.
THAT’S NOT ALL | Housekeeping is understaffed, at the mercy of a controller who gives too few hours, don’t have the right tools, supplies, training or expectations to do the job properly. It’s clear the two men in charge lack the experience and leadership skills necessary to run a small/​mid-​size property like Staybridge Plano Frisco.

Great place!!! Aiden and Kayla were amazing!!! Thanks for the help and service!!! Chili’s thanks you all!!! Couldn’t have a nicer and a more fancy hotel. Staff was courteous and helpful and had free bites to eat and beer for guests during happy hour!