I have stayed at StayBridge Hotel several times over the past years; most recently in May 2011 at the Denver Airport location on Tower Road. I was only too thrilled to find out that San Antonio Stone Oak area was getting a Brand new StayBridge. So I booked a room in May for a weekend trip to San Antonio. At the time of booking, the hotel was not even opened yet, but by the time of my arrival, it would be open for business. After booking my stay online, I called the hotel to confirm my reservation and room type, in which it was a 2 bedroom, 2 King suite on the Executive Floor (5th Floor). They welcomed me back, and told me that they are expecting my arrival. Two months went by and finally it was July 14th. We left Beaumont and began our 5 hour drive to San Antonio. We arrived at StayBridge Stone Oak at around 3:00PM. I went to the counter, and that's when it went downhill. I was told that my room was not ready as it was being cleaned. He went ahead and checked me in and gave me our room keys, but said it would be about 20-30 mins or so while housekeeping prepared our room. I noticed thereafter that we were in room 127. I questioned the front desk clerk (it was a gentleman; don’t remember his name) and said that I booked my reservation months ago for a 2 bedroom, 2 king suite room on the executive floor. He said that my room was given away and the only room available with 2 bedrooms was on the 1st floor. I told him I paid "extra" to be on the executive floor and that it was not right for the hotel to "give" my room away. He apologized and said that's all we have at this time. At the time I booked my reservation, at the government rate, The 2 bedrooms 2 king suite was $*** a night vs. $*** a night for the same room type but not on the executive level. I paid $30 a night MORE to be on the executive level and I intended to get what I booked. I was probably one of the 1st customers to book a room at this Staybridge location. Frustrated, I went to room 127 to unwind after a 5 hour drive. Once getting into room 127, we realized that it was a Handicap room. The bedrooms did not even have king beds. One room have 2 double beds, the other had 1 double bed. All the furniture was low to the ground, and the room was extremely uncomfortable to get comfortable. I have never stayed in a handicap room before, so this was a first for me & my family. I did not think that it was right for the hotel to check us in a handicap room, when NO ONE in my family is/was handicap. We do not park in Handicap parking spots, so we shouldn't have to stay in a handicap room while on vacation; especially since I DID NOT book a handicap accessible room. The room was also EXTREMELY dusty. I don't know if it was because housekeeping did not clean the room thoroughly, or it was because the hotel was still under construction. Also, the A/C did not work completely in the room, and we sweated ALL night. Added to that, there were construction workers banging outside our window on the patio area near the pool. They were still trying the get the hotel in order. In my honest & humble opinion, I believe this StayBridge location opened TOO SOON. They should have waited for ALL construction to be 100% completed before opening the doors to paying customers. This left a bad taste in my mouth. I felt helpless, and I felt that StayBridge Stone Oak was making a mockery of my family & me. My father & I went to the front desk later that same day to state our case. We demanded that we get out of the handicap room and into a room that we booked. The front desk clerk then went to the back room, which he possibly talked with management, and about 10 mins later came back to tell us that the reason our room was taken was because the occupants in the room "extended" their stay. He further tells us that because our room was taken, that the next day, they would move us to the executive floor, but instead of a 2 bedroom suite, they would give us "two" separate conjoining rooms with each room being a 1 bedroom king suite. We agreed and were told to check back at noon the following day. The next day, we had plans to explore San Antonio, so we went to the front desk and were greeted by a woman. We explained to her our situation and she pulled our reservation up and saw the notes. She said she would get housekeeping to prepare the rooms and she would call us when the rooms were available. She took our cell phone number and said she would call us when the rooms were available. We then left to explore San Antonio. Several hours had passed & we hadn't heard from the front desk, so we got back to the hotel and was given our keys to our new rooms. We then noticed that our rooms were on the 4th floor, and not the 5th floor as was promised, and was expected. Besides, I did "pay" extra (nearly $100 more over our 3 day stay) to have a room on the 5th floor. She was hesitant, but after searching the inventory, she magically found 2 rooms on the 5th floor. The rooms were not conjoining as previously mentioned, but were across the hall from each other. We were given rooms 516 & 517. We then headed back to room 127 to gather our belongings, and headed to our new rooms. The rooms were both a 1 bedroom king suite and were exactly as was described and promised. From that point on, our stay was perfect. We did not have any other incidents or problems for the duration of our stay at Staybridge Suites Stone Oak. I decided to write this complaint, to let upper management know of the problems we encountered at this particular hotel. StayBridge Stone Oak did slightly apologize, but they could have offered a rate reduction, at least for our 1st night, and possibly the other 2 nights for still not getting what we originally booked. I will still stay at Staybridge in the future, but will not consider one that recently opened. I felt that this location rushed their grand opening, and the only goal was to book as many reservations as possible, and to take the customers money, with no remorse. I feel as though Staybridge should have moved the customer that extended their stay to another room of similar specs, knowing that another customer booked that room.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.