Staybridge Suites Cranbury by IHG

Need to improve breakfast, otherwise recommended Well kept hotel, nice grounds. Location in practical. Very comfortable bed. Check in was ok. Breakfast was inadequate, need more options above the bare minimum bare necessities. There is ample parking. I was not offered an upgrade as a Diamond member

Extremely rude and unprofessional staff Stay away from Staybridge Suites Cranbury-South Brunswick, an IHG Hotel in New Jersey. I have never seen such rude staff in hospitality industry. After the conversation below happened with their director of sales, I made complaints directly to multiple IHG upper management yesterday. Some got back to me immediately and took actions. However, the only thing I received is more frustration and disrespectful treatment. Just got off the phone with someone from the hotel. I mentioned that when we had our text exchange, I was all set to book a long-term stay. I was willing to offer my company's name if there was a legit reason for the Director of Sales to ask for it. If she just explained why, I would've gladly shared the info, no complaints. But get this, the staff member said it's their policy to ask EVERY guest for their company name. Never heard of that in all my hotel stays! What's even crazier is she called me rude and unprofessional for questioning, "hmmm why do you need that," in our texts. She insisted she'd never talk to someone as great as Director of Sales like that if our roles were reversed. According to google, "hmm" is usually just a polite way to show doubt, not rudeness. I have to say, I was really let down by the lack of respect shown to me as a customer. In an industry where keeping customers happy is key, this kind of behavior doesn't fly. And when I asked for her name and title, she flat-out refused and ended the call with, "I don't want to talk about this anymore." Talk about brushing off customer concerns! It only made things worse.

Very Disappointed I was very disappointed with the StayBridge Cranbury South Brunswick. We have stayed at various Staybridge hotels because the hotels are nice and the service is usually really good. The Staybridge at South Brunswick Cranbury needs a new staff overhaul. I made my reservation months in advance. I needed to change from 2 days to 1 day. I called the hotel well before the set deadline to change/cancel my reservation and the front desk attendant told me that I couldn’t do it because they were negative 2 rooms. I told her I had no idea what that meant but I am calling before the deadline and nothing in the fine print said I had to stay a minimum number of days. She refused to help. I replied to her and said so you would rather me cancel my entire reservation and go to another hotel than accommodate my request. Her reply was “if thats what you have to do”. I hung up and called the reservation number and they made the change for me with no problem. We checked into our room and I was pleasantly surprised at the look of the room. We were not happy with the hallway smelling like weed. I didn’t have time to get settled right away because we had to get to our son’s basketball games. When we arrived at the hotel later that night after the games, we noticed that the room was cold because all 3 of the windows were open. I shut them but couldn’t lock them. One of the TVs in the bedroom did not work along with the lamp and the phone did not work. The outlets in the King bed room didn’t work and my husband could not use his sleep apnea machine as a result. And you guessed it, the hallway continued to smell like weed since the guests needed to smoke throughout the day. I went downstairs to the front desk since I couldn’t call, to tell the front desk attendant. She told me that I could come downstairs to watch TV but who wants to do that all night. The TV in my son’s room was working and the living room was working but the main bedroom didn’t have a working tv. The front desk attendant told me she would write the information in the book and have the manager call me. I told the front desk attendant I was canceling my reservation for March and her response was yes, you should do that. The next morning we went down for breakfast. They had not replinished the food or condiments. The attendant was on her phone on a personal call. Guests were trying to get her attention and she acted as if she was bothered. At one point I had to go to the employee section to get her because she was not paying attention to what was needed and she was back there on her phone texting and talking on her phone. Myself as well as other team members families canceled our rooms for March. We all had issues with our rooms at this hotel.

Ok, but fails some basics Good: the 1 BR is actually a 1 BR, with a door. And there is a kitchen with a full size fridge. Everything else: meh. This place is dated and not well maintained but good enough for my purpose. There was corner trim in the hallway very shoddily taped on with shipping tape and some kitchen lights didn't work. Also, the ice makers are de-activated so the only way to get ice is to go to the front desk and ask for some. The room is clean and comfortable but bathroom access is only through the bedroom (so much for that actual bedroom door providing any privacy). The laundry is free to use (buy or b.y.o. detergent) but didn't really clean our clothes (spots didn't come out like they do at home). The TV wouldn't allow us to plug in our Roku & the available channels were limited (couldn't watch a nationally televised football game). There is no hot tub but there is an outdoor pool (which was closed in December). The free breakfast was pretty standard (eggs, sausage, waffles, etc). The restaurant Italian Touch (walking distance) is very good. I can recommend the Meatballs & the soup (not spicy, definitely homemade).

Extremely Disappointed IHG should be embarrasssed to include this hotel under their name. I'll start by saying the ONLY good thing about this hotel was the very lovely lady at reception. Kudos to Delilah. 3 adults shared a queen suite. Upon arrival we were exhausted. All we wanted was a cool drink and some down time. Firstly, the key given to us did not work. One of us had to go down to the desk to get the right key. When we went to wash up we found only one bar of soap. There was not a single other amenity on the counter. When I wanted to shower, but not get my hair wet,so I looked for the small packet of a few amenities, such as a shower cap, sewing kit, nail file,etc. Every other hotel we have stayed in supplied these amenities. We were happy to see the coffee maker and immediately made a pot. I preferred an iced coffee so I looked for the ice bucket in order to get some ice. There was no ice bucket! So I took a glass and went hunting for the location of the ice machine. There was no ice machine! For assistance finding the ice machin, I tried callingl the front desk on the room phone. The phone did not work at all! I had to use my cell phone! Next was the need to use the bathroom. It appeared clean and was stocked with towels and paper. But, the door would not close completely. The bottom of the door had to be kicked to make it close! Finally, we got ourselves together and left for the family party which we travelled 3 hours to enjoy. Returning to the room, exhausted from the trip and partying, we were more than ready for bed. The sofa bed was opened to reveal the thinnest of mattresses we'd every seen. The poor person who drew the short straw to sleep on it felt the bars underneath the mattress all night! If I must say anything complimentary, it would be that the room was quiet. I would never reccommend this hotel. Shame on IHG for offering rooms like these.