Staybridge Suites Las Cruces by IHG

Good location, easy access, very clean Travel alone with my dog felt very safe

Food choices for breakfast could be better

Perfect location very clean nice and quiet

Dinner wasnt that good, fruit tasted spoiled Breakfast was good

I left for a long drive too early to enjoy the breakfast.

Location, gym, spacious room, parking very near room, price

Time for updating the carpet, but then the price will increase

Spotless, comfortable, even with a little bit of personality. A great find.

I’ve been hesitant to write this because I have never been treated so horribly by hotel staff ever. And having to relive the anger is not something I care to do or dwell on. But no one should have to be treated with such contempt and especially when it affects their family. On Friday night Nov 7 at about 10:45 pm I, my wife and kids were awakened by yelling, laughing and what sounded like jumping and running in the room above ours. We waited to see if it would calm down but it didn’t. After 15 minutes I went down stairs to the desk and the entire area was packed with people with luggage and I knew it would take a while to get to speak to the staff. So I went back to our room and waited another 10 minutes but the disturbance in the room upstairs continued. I started to wonder if someone booked the room for a party. My daughter needed her sleep to perform well in her academic tournament. So I went upstairs knocked on the door and as soon as I knocked the noise stopped and I heard whispering. Then the door opened slightly with the door latch and I could see several young girls faces about high school age. The one at the door just stares at me for a moment and yells some awful rude puke sound then laughs and slams the door and the rest burst into laughter as well. I never said a word to them as I was expecting an adult to answer the door. I immediately went back down to the front desk. There were two men. One thin build and young while the other was older and larger. I proceeded to tell the younger one (which had originally checked us in) that there are girls in the room above ours causing a lot of noise. Immediately, he snapped back at me saying “There is nothing we can do!” in a tone and manner as if I was the problem. I wasn’t expecting such an answer. It took me by surprise. I told him “Yes you can!” You can tell them to be quiet. His reply was that their parents aren’t here. I told him “There’s an adult in charge of them right?” He admitted there was. Then I said “There you go. I’ve given you a plan of action. You call that adult and tell them they need to be quiet. Or you can move them.” He proceeds to tell me all rooms are booked and they can’t move anyone. Ignoring my request that he call the adults in charge. He then goes on to tell me that a bus had arrived with a bunch of teenagers and that I should expect it to be noising until midnight. I told him no! That’s not how it works. (Staybridge should tell incoming guests to be courteous and quiet or at least have a sign on the desk to be courteous after a certain hour.) He then lies and says he told all guests prior to the bus showing up that it will be noisy due to the incoming bus. He didn’t tell us. But does it matter? I kept telling him everything he could do but he refused. He also said that the girls were the way they were because they were letting off a lot of energy and that he remembers what it was like when he was in high school. And asked me what they (the school) would do anyway.. I told him there’s lots they could do. They can keep them from playing for one.. Schools can also tell their parents. And then his partner there was giving me such a condescending and unfriendly look telling me to look at him while he was talking and not the other guy. That was rude! And he implied that the girls screamed because they were scared and were afraid of a “grown man” at their door. And he and his partner there continued to supply excuses and insinuations that I was the problem. The larger guy finally offered to call the room. I said go ahead but they should be talking to the adults in charge. Obviously, these two men need to be trained on customer service. And if they are too scared to tell chaperones and teenagers to be courteous of others then this is not the job for them. You don’t treat the victim like they’re the problem! So after about 11:40pm it got quieter but we heard laughing and thumping again at about 1am and a large huge thud at about 3am as if the TV upstairs fell to the floor. We also heard random running up and down the hallway upstairs throughout the night. To make things worse the refrigerator’s compressor would make a loud bang when it would shut off. And no it was not the ice maker. We checked. The compressor was probably going out. In the morning at breakfast I come to find out that the bus was from a high school in Santa Fe and the girls were most likely the cheerleaders. Then I hear some of the football players saying that a few of their teammates were up until 3pm running up and down the halls and in other rooms. Which confirmed what those noises were. Staybridge should be holding the chaperones and coaches accountable for the behavior of their students. But most importantly any request by a guest with an issue should always be treated with kindness, respect and an apology regardless.. with the first words being “I’m sorry to hear that…” followed by “let me see what I can do.” This used to be standard last I remember. And if they are not sure they should contact the main manager.

The room was great, very comfortable. Breakfast options were nice. Workout area enjoyed.

Omelets could have been hotter, they were a bit cool.